A live poll conducted during a recent Countrywide Surveying Services (CSS) webinar has revealed that only one in four mortgage brokers feel fully confident explaining the property valuation process to clients.

The event, titled How properties are valued and the process around valuation appeals, attracted over 350 participants from across the property sector, including brokers, lenders, developers and surveyors.

During the session, brokers were asked how comfortable they are discussing valuations with clients. Just 25% said they were “very comfortable,” while a majority (53%) described themselves as “somewhat comfortable.”

A further 14% said they were “not really comfortable” and 8% were neutral. None of the respondents reported avoiding the conversation altogether.

The findings highlight a knowledge gap in a critical part of the property transaction process, with implications for client confidence and market transparency.

The poll also found that 71% of brokers do not believe that estate agency market appraisals and agreed sales prices reliably reflect market value. Only 29% considered them to be accurate indicators, pointing to a potential misalignment between consumer expectations and the formal valuation process.

CHALLENGING VALUATIONS

Broker sentiment on the future of valuation appeals was also gauged. A slight majority (54%) expect the volume of appeals to remain steady over the next year, but 41% anticipate an increase, suggesting that clients are becoming more aware of the implications of a valuation and more willing to challenge the outcome.

The webinar featured expert insight from Adam Whiting, associate director – field quality and RICS registered valuer at Countrywide Surveying Services, and Nigel Sellars from the professional practice team at RICS. It was hosted by Rebecca Freeman, director of field operations at CSS.

Commenting after the event, Freeman (pictured) said: “The role of brokers in helping clients navigate the valuation process has never been more important.

“While many buyers feel reasonably confident, there remains a clear opportunity for closer collaboration between brokers and surveyors to deliver consistent, informed guidance throughout the property journey.

“By encouraging open dialogue and aligning insights, both parties can not only enhance the customer experience but also help reinforce trust and transparency across the entire housing chain.”