My Realtor Isn’t Responding — What Should I Do?

You sent a text.

No response.

Then an email.

Still nothing.

Maybe you followed up again the next day.

Now you're starting to wonder:

How long should it actually take my Realtor to respond?

Whether you're trying to book a showing, waiting for feedback on your listing, preparing an offer or dealing with an active transaction, poor communication can quickly become frustrating.

And in real estate, sometimes timing matters.

But before assuming your Realtor isn't doing their job, it's important to separate reasonable response expectations from a genuine communication problem.

Here's what Ontario buyers and sellers should know.

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How Quickly Should a Realtor Respond?

There isn't one universal rule saying every Realtor must answer every call, text or email within a specific number of minutes or hours.

Real estate agents spend significant portions of their day in appointments, showings, negotiations, inspections, client meetings and driving between properties.

So an unanswered phone call doesn't necessarily indicate poor service.

But there is a significant difference between:

“My Realtor couldn't answer immediately.”

and

“I routinely don't know when—or whether—my Realtor will respond.”

Communication expectations should ideally be established at the beginning of the relationship.

You should understand:

How will we normally communicate?

What response time should I generally expect?

What happens when something is urgent?

Who should I contact if my Realtor is unavailable?

Does the Realtor have a team or administrative support?

How will communication be handled during evenings, weekends or vacations?

Clear expectations eliminate a lot of unnecessary frustration.

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Ontario Realtors Have Responsibilities to Their Clients

Communication isn't merely about providing good customer service.

When you're represented by a brokerage or designated representative, there are duties associated with that relationship.

RECO states that representation agreements should reflect duties including promoting and protecting the client's best interests, confidentiality, disclosure obligations and keeping the client advised of significant steps taken during the course of representation.

The representation agreement must also clearly describe the services that will be provided. In designated representation, it should identify the services the designated representative will provide.

That doesn't mean your Realtor must respond instantaneously to every message.

It does mean you should understand the service and communication you're receiving.

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When Slow Communication Becomes a Bigger Problem

Context matters.

Waiting several hours for a response to a general question is very different from waiting several hours when:

offers are being presented tonight;

an irrevocable deadline is approaching;

a financing or inspection condition is about to expire;

you need to make an important decision about an active transaction;

or

another time-sensitive issue has arisen.

The more time-sensitive the situation, the more important an effective communication system becomes.

A Realtor doesn't necessarily have to personally answer every call immediately.

But there should be a process for ensuring important matters are dealt with appropriately.

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If You're a Buyer, Responsiveness Can Matter

Imagine a property you've been waiting for comes onto the market.

You message your Realtor:

“Can we see this tonight?”

Hours go by.

No response.

The following morning, you discover the property already has significant activity.

That doesn't automatically mean you would have bought the home or that your Realtor caused you to lose it.

But if this happens repeatedly, it's reasonable to question whether the communication structure is appropriate for the type of market you're navigating.

Buyers should know:

How are showing requests handled?

How quickly are new listings reviewed?

Who covers if my Realtor is unavailable?

How are offer deadlines communicated?

What happens if I find a property outside normal business hours?

If you're actively buying, those are important operational questions.

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If You're Selling, Silence Can Feel Even Worse

You've entrusted someone with the sale of what may be one of your largest assets.

Then your home goes on the market.

A showing happens.

And you hear nothing.

Another showing happens.

Still nothing.

Days pass and you're wondering:

Did anyone provide feedback?

Are buyers interested?

Are we getting enough showings?

Has anything sold nearby?

Should we change our strategy?

Not every showing produces meaningful feedback, and Realtors cannot force another agent or buyer to provide it.

But your listing strategy shouldn't feel like a mystery.

You should understand what's happening with the property and what the plan is moving forward.

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Communication Doesn't Mean Constant Communication

This distinction is important.

A great Realtor isn't necessarily the Realtor who sends the most messages.

More communication isn't always better communication.

Twenty texts saying nothing meaningful aren't necessarily more valuable than one thoughtful conversation explaining:

what happened this week;

what buyer feedback indicates;

what has sold;

what your competition is doing;

and what should happen next.

The objective should be:

Timely, relevant and useful communication.

Not communication for the sake of communication.

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What If My Realtor Is Part of a Team?

Then you should understand who does what.

A team structure can actually make communication more efficient when roles are clearly defined.

For example, you might have:

a primary Realtor responsible for strategy and negotiation;

an administrative professional coordinating documents and deadlines;

another team member assisting with showings;

and marketing support handling listing promotion.

That doesn't necessarily mean you're being passed around.

The important questions are:

Who represents me?

Who is responsible for each part of my transaction?

Who should I contact for what?

Who is my point of contact when something urgent happens?

With designated representation specifically, the representation agreement should identify the designated representative or representatives and the services they provide.

A good team structure should make communication clearer, not more confusing.

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What Should I Do If My Realtor Isn't Responding?

Before assuming the relationship needs to end, take a structured approach.

1. Send One Clear Message

Instead of sending multiple fragmented texts, send one direct message.

For example:

“I'd like to establish clearer communication expectations moving forward. Can we schedule a call to discuss how often we'll communicate, expected response times and who I should contact if you're unavailable?”

Now the issue is clear.

2. Ask About Their Communication Process

There may be a system you weren't aware of.

Perhaps your Realtor is unavailable during certain hours.

Perhaps another team member handles scheduling.

Perhaps email is monitored more consistently than text.

Perhaps urgent matters have a different process.

Find out.

3. Review Your Representation Agreement

Look at the services that were agreed upon.

Ontario representation agreements must include a complete description of the services to be provided, and RECO emphasizes discussing those services so client expectations are understood.

If what you're receiving is materially different from what was agreed upon, that's relevant.

4. Document Important Communication

For significant transactional matters, keeping important communication in writing can help everyone remain clear about:

instructions;

decisions;

deadlines;

requests;

and what was discussed.

That doesn't mean every conversation needs to become formal.

It simply means important decisions shouldn't depend entirely on someone's memory of a phone conversation.

5. Escalate the Concern if Necessary

Remember that a representation agreement is with the brokerage, even where designated representation is being used. Under designated representation, the specific designated representative identified in the agreement represents the client's best interests, while the brokerage retains its own responsibilities, including supervision.

If you've repeatedly attempted to address a serious communication problem without success, contacting the brokerage may be an appropriate next step.

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Can I Change Realtors Because Mine Isn't Responding?

Possibly—but don't simply assume you're free to begin working with someone else.

Start by reviewing your representation agreement.

RECO requires representation agreements to identify their effective and expiry dates and any termination terms, including relevant rights and obligations.

There may also be a holdover clause with financial implications after the agreement expires or terminates. RECO specifically advises that consumers understand these provisions.

If you're considering ending the relationship, understand:

When does my agreement expire?

Can it be terminated early?

How does termination work?

Does a holdover period apply?

Are there financial implications?

Don't sign another representation agreement without understanding the agreement you already have.

If you're uncertain about your contractual obligations, independent legal advice may be appropriate.

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What If My Realtor Goes on Vacation or Gets Sick?

Real estate agents are human.

They get sick.

They have families.

They take vacations.

The issue isn't whether your Realtor is available 24 hours a day, 365 days a year.

The more important question is:

Is there a plan when they're unavailable?

If you're in an active transaction or aggressively searching for a property, you should understand who is providing coverage.

Under designated representation, RECO states that if a designated representative cannot represent the client, the brokerage can designate another agent if the client agrees.

That makes proper planning especially important.

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What If It's an Emergency?

Not every urgent issue in a real estate transaction is actually a real estate issue.

For example, your Realtor is generally not a substitute for:

a lawyer;

mortgage professional;

home inspector;

accountant;

insurance professional;

contractor;

or emergency service.

Part of good representation is knowing when another qualified professional needs to become involved.

If something has legal, financial, structural, insurance or other specialized implications, your Realtor may recommend obtaining the appropriate professional advice rather than attempting to answer something outside their expertise.

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How to Set Better Communication Expectations From the Beginning

If you're interviewing Realtors, don't only ask:

“How many homes have you sold?”

Ask:

How do you communicate with your clients?

What is your typical response-time expectation?

Who handles showings?

Who handles paperwork?

Who handles marketing?

Who communicates deadlines?

What happens when you're unavailable?

Will anyone else be involved in my transaction?

Who actually represents me?

Those answers tell you a lot about what the client experience will actually look like.

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Your Realtor doesn't need to respond within five minutes every time you send a text.

But you also shouldn't spend your real estate transaction repeatedly wondering:

Where is my Realtor?

Good communication isn't about being permanently available.

It's about having clear expectations, reliable systems and appropriate responsiveness when something matters.

If communication isn't working, address it directly.

If the problem continues, review the services and termination provisions in your representation agreement and determine the appropriate next step.

Because in a major real estate transaction, you shouldn't have to guess how you're going to communicate with the person representing you.

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Looking for a More Structured Real Estate Experience?

At the Ana Bastas Real Estate Team, we believe communication should have a system behind it.

Our clients should understand who represents them, who handles each part of the process, where to go when they need something and what happens next.

If you're considering buying or selling in Ontario, we'd be happy to explain how our team approaches representation, communication and client service.

If you're currently represented by another brokerage, we will respect your existing representation relationship and contractual obligations.

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