Choosing the Right Agent When Firms Merge: A Renter’s Guide

When brokerages merge, renters and buyers don’t just lose a logo—they face real risks: broken communication, lost files, unclear representation and disrupted service. Here’s a practical, step-by-step guide to choose real estate agent and protect yourself during brokerage transitions using recent Toronto examples.

The high-level problem: why Consolidation matter to you in 2026

Consolidation accelerated through late 2024–2025, and by 2026 the market shows more frequent office conversions and leadership swaps—like REMAX’s conversion of two Royal LePage firms in the Greater Toronto Area (about 1,200 agents and 17 offices) and leadership changes at Century 21 New Millennium. For renters and prospective buyers, these shifts bring short-term chaos and long-term opportunity. You can gain better service by vetting agents for agent continuity and client protections before you sign or continue a relationship.

Quick takeaways — what to do first (inverted pyramid)

• Ask for written continuity plans and confirmation of who will handle your file if the agent’s firm is changing.
• Verify licensing and brokerage affiliation on your provincial regulator (e.g., RECO in Ontario).
• Insist on a clear representation agreement that spells out fees, deposits and how offers/escrow are handled.
• Keep copies of all records—emails, listing links, offers, receipts—and download them yourself.
• Use the change as leverage to negotiate better service, referrals (movers/cleaners/insurance) and lower admin fees.

Case studies from Toronto: what recent conversions reveal

REMAX conversion of two Royal LePage firms (late 2025 example)

In a high-profile move, REMAX announced the conversion of two Risi-led Royal LePage brokerages serving the GTA. The firms—now doing business under REMAX branding—kept the same leadership team (the Risi family), which minimized disruption in agent leadership but triggered changes in back-office systems, marketing platforms and brand-level client policies. Lessons:

• Even when leadership stays the same, corporate processes change (CRM, marketing, commission flows).
• Agents may retain personal relationships with clients, but their brokerage obligations (and where client funds are held) can change overnight.

Leadership shuffle at Century 21 New Millennium

When a CEO change or board reshuffle happens—like Century 21 New Millennium’s 2025-2026 leadership updates—expect policy changes and new strategic partnerships (marketing, technology, or referral networks). That can mean new preferred vendors for movers, cleaners and insurance, or new collaboration rules that affect agent referrals. Lessons:

• Leadership change often equals new operational priorities—ask how that affects your file.
• Request confirmation if your agent will keep access to the same MLS and transaction tools.

Practical vetting checklist: 12 steps to protect yourself

1. Ask directly about the transition. Start the conversation: “Has your brokerage recently merged, converted or changed leadership? If so, how will my file be handled?”
2. Get written confirmation of continuity. Insist on an email or letter that explains who will handle communication, deposits, showings and negotiation now and for the next 90 days.
3. Verify licenses and affiliations. Check the provincial regulator (RECO in Ontario) and the brokerage’s profile for active status. Ask the agent to share their license number and confirm it online.
4. Confirm where client funds are held. For deposits or holds, ask whether funds will remain with the existing brokerage trust account or be moved and how you’ll be notified. Request a receipt and transaction reference.
5. Demand a new (or amended) representation agreement. If the brokerage changes, you may need to sign an updated representation or brokerage agreement. Read it carefully for termination clauses, fee changes and how disputes are handled.
6. Download and save your records. Keep copies of listing pages, chat or email threads, offers and photos independently in cloud storage. Do not rely solely on the agent’s CRM—consider a documented workflow like the collaborative file tagging and edge-indexing playbook to keep your own copies.
7. Ask about MLS and data access. Confirm the agent still has MLS access and whether any listings will be temporarily removed or relisted during conversion.
8. Check for conflicts of interest. If leadership or ownership changed, ask if the new ownership has partnerships that could affect vendor recommendations (moving companies, insurers, cleaners).
9. Request a handover plan for scheduled actions. If you have an offer out or showings scheduled, ask for a timeline of who will follow up and how contingency deadlines will be tracked.
10. Know your rights and complaint routes. Ask the agent how to file a complaint and check the regulator’s consumer resources. Keep contact details for the brokerage’s new compliance officer.
11. Ask for references from recent clients who stayed through a merge. Real experience beats promises—request 2–3 client contacts to confirm continuity and responsiveness.
12. Negotiate protective terms. Ask for an explicit clause guaranteeing access to your file records for a fixed period or an exit provision if the new brokerage policies aren’t acceptable.

How to interview an agent during a brokerage merge

Use a brief script and focused questions. Your goal is to confirm competence, continuity and protections. Here’s a compact script and list of essential questions.

Short script to start the conversation

Hi [Agent name], I’m interested in X neighborhood and I’ve noticed your brokerage affiliation recently changed. Before we proceed, can you confirm how my searches, offers and any deposits will be handled during the transition? I’d like written confirmation of the handover plan and where client funds are held.

6 must-ask questions

• Has your brokerage recently merged or converted? Who is the new broker/owner?
• Will you remain my direct contact and will I need to sign a new representation agreement?
• Where are deposits and trust funds kept now and will they be moved?
• Who is the compliance officer or consumer complaints contact at the new firm?
• Has any marketing or MLS access been interrupted or rebranded?
• Do you have recent client references who experienced the same transition?

Red flags: when to pause or walk away

• No written response within 48 hours about continuity or deposits.
• Refusal to provide license number or regulator details.
• Requests to move money to a new account without formal receipts and trust documentation.
• Ambiguous answers about who will manage deadlines for offers or leases.
• Agent claims the change “doesn’t affect clients” but can’t explain how records are transferred.

Special considerations for renters and renter representation

While many renters do not use licensed real estate agents, more Toronto firms and independent agents now offer dedicated renter representation—search and application help, offer negotiation and move-in coordination. During brokerage transitions, renters should:

• Confirm the agent’s scope of service in writing (search radius, application assistance, fee structure).
• Ask how holding deposits and application fees are handled—where is money held and what refund process applies?
• Clarify whether the agent’s referral network (movers, cleaners, renters insurance) will change and whether referral fees apply.
• Request a contingency plan if the new brokerage changes the agent’s capacity to show listings.

Vendor marketplace tie-ins: use mergers to get better service and pricing

Brokerage consolidations often bring new vendor partnerships. Use this moment to secure bundled service offers for moving, cleaners and renters insurance. Ask your agent:

• If the new brokerage has preferred movers or insurers and whether you can get discounted rates—ask for written proof and certificates of insurance, especially when using recommended movers (scaling solo service crews).
• For written proof of any vendor promises (discount codes, bundled offers) and whether the agent or brokerage earns referral fees.
• If the vendor network has been vetted for insurance and liability coverage—ask for certificate of insurance when using movers or contractors recommended by the brokerage.

Data, tech and privacy: what to check in 2026

By 2026 most brokerages use advanced transaction platforms and AI-assisted matching. Mergers often force system migrations that can temporarily freeze records or change privacy policies. Check these items:

• Ask if your data will be migrated to a new CRM and whether you will be notified of the new privacy policy.
• Confirm how long you can access your records if you terminate the relationship (30–90 days is common).
• Request copies of all digital files and ensure you have offline backups (screenshots of listings, PDFs of offers).
• Inquire about AI-driven recommendation tools: will an algorithm be used to rank properties or vendors, and how is bias avoided?
• Review the new privacy policy carefully and check vendor-specific privacy tests like those in the 2026 privacy plugin reviews—these highlight common disclosure and data-handling traps.

How regulators and consumer protection have evolved (late 2025–2026)

Regulators in major markets, including Ontario, increased focus on client protections after multiple high-profile consolidations in 2024–2025. In 2026 expect:

• More explicit disclosure requirements about brokerage ownership and referral fees.
• Clearer rules around trust account transfers and notification requirements.
• Expanded consumer resources on provincial regulator websites (RECO in Ontario lists a broker’s history and consumer complaint process).

Use these resources proactively; they’re often updated first when firms convert or leadership changes.

Checklist to use if your agent’s firm announces a merge

1. Request immediate written confirmation of how current files will be handled.
2. Secure receipts for all deposits and ask where funds are kept.
3. Download all shared documents and listing histories.
4. Ask for new contact details for compliance and dispute resolution.
5. Revisit your representation agreement and sign an updated copy if required.
6. Negotiate a short-term performance clause that lets you exit if service falters.

Sample email template to request continuity information

Subject: Confirmation of file continuity and client protections Hi [Agent name], I read that [old brokerage name] is converting to [new brokerage name]. Please confirm in writing:

1. Who will be my primary contact for the next 90 days?
2. Where will deposits and trust funds related to my file be held?
3. Do I need to sign any new agreement, and can you provide a copy for review?
4. Who is the compliance officer for the new firm and how can I contact them?

Thank you—please reply by [date within 48 hours]. I’d also appreciate references from clients who stayed through a recent conversion. Regards, [Your name]

Final practical tips — win the transition

• Be proactive: don’t wait for problems—ask for documentation the moment you hear of a merger.
• Keep your own records: screenshots and saved emails are invaluable if data is lost or changed.
• Use mergers as leverage: negotiate concessions—fee reductions, free referrals to movers/cleaners, or written performance guarantees.
• Protect deposits: insist on trust-account receipts and a written refund policy.
• Get local intelligence: ask other Toronto agents or community boards—office conversions often create short-term openings and incentives. For guidance on local presence and trust signals see micro-popups and local trust signals.

Why this matters in 2026

Consolidation will continue to shape the Toronto market and other major urban centers. As firms integrate technology, marketing and vendor networks, renters and buyers can either be collateral damage or well-served clients—your choice depends on how thoroughly you vet agents and assert your rights. Smart renters and buyers use these transitions to secure stronger service, lower costs and vetted marketplace deals for movers, cleaners and renters insurance.

Call to action

Need help vetting an agent or comparing contractor offers after a brokerage conversion? Our local team reviews agent continuity plans and matches renters with vetted movers, cleaners and insurers. Contact us for a free, no-obligation agent-vetting checklist and a curated list of trusted Toronto service providers to protect your move and your deposit.

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