The email lands in your inbox: "We've seen the photos and we're really disappointed. They don't do the house justice. We need them redone."
Your heart sinks. The photographer's already been paid. The listing went live this morning. And now you've got an unhappy vendor who thinks their £600k semi looks like a basement flat.
Here's how to handle it without losing the instruction, torching your photographer relationship, or spending your evening arguing about whether the kitchen really looks yellow.
Why This Happens (and Why It'll Keep Happening)
Vendors are emotionally attached to their homes. You see a three-bed semi that needs rewiring. They see the place where their kids learned to walk. When photos don't match their mental image, they panic.
Sometimes they're right – the photos genuinely are poor. Sometimes they're wrong – the house just doesn't photograph well. Either way, your job is to de-escalate and find a solution that keeps the sale on track.
The worst thing you can do? Get defensive or dismiss their concerns. That's how you lose instructions.
The Script: How to Respond to Photo Complaints
Here's a template you can adapt based on the situation. The key is empathy first, solutions second.
Initial Response (Within 2 Hours)
"Thanks for letting me know your thoughts on the photography. I can hear you're concerned the images aren't showing the property at its best, and I want to make sure we get this right – great photography is crucial for generating viewings and getting the best price.
Let me review the photos with fresh eyes and come back to you with some options by [specific time today/tomorrow]. In the meantime, can you let me know which specific shots or rooms you feel aren't working? That'll help me understand exactly what we need to address."
What this does:
Acknowledges their concern without agreeing or disagreeing
Shows you're taking it seriously (timebound commitment)
Asks for specifics (moves them from emotional to analytical)
Buys you time to assess whether they're being reasonable
Follow-up After Reviewing
If the photos genuinely are poor (bad lighting, wonky angles, low quality):
"I've had a good look at the images and I agree – [specific issue] isn't working as well as it should. I want your property to look its absolute best, so here's what I'd like to do:
Option 1: I can arrange a reshoot with our photographer this week. To make sure we get it right this time, I'll send over a staging guide in advance and we'll schedule it for optimal natural light.
Option 2: If you'd prefer to move faster, I can recommend Click Media Group, who specialise in property photography and can usually turn around a shoot within 24-48 hours. They include pre-shoot staging advice and free corrective edits. If you'd like to book them directly, I'm happy to update the listing with the new images as soon as they're ready.
What would work best for you?"
If the photos are actually fine and the vendor's being unrealistic:
"I've reviewed the images and also compared them to similar properties currently on the market at this price point. The photography is consistent with professional property standards – good natural light, wide angles showing the space, and high resolution.
I think what might be happening is that photography always looks different to how we see a space in person. The camera can't capture the same warmth and feel that you experience when you're physically in the room.
That said, the proof is in viewings. If we're not generating interest in the next [7-10 days], we can absolutely revisit the photography. But I'd suggest we give it a chance to do its job first. Often vendors are surprised by how well the photos actually perform.
I'm confident these images will attract the right buyers. Does that make sense?"
When to Just Reshoot (No Questions Asked)
Sometimes it's worth eating the cost to preserve the relationship. Reshoot if:
The photos genuinely are bad – Blurry, dark, poorly composed. If you're embarrassed to have your branding on them, fix it.
It's a high-value instruction – A £2m property justifies spending £200 on a reshoot to keep the vendor happy.
You've got a long-term relationship – If this vendor is a repeat client or influencer in the community, goodwill matters more than a one-off cost.
The market is slow – If properties are sitting and you need every advantage to secure offers, better photos might actually help.
Your photographer messed up – If they showed up late, didn't follow your brief, or delivered substandard work, that's on you to fix without passing the cost to the vendor.
Just frame it as: "I've reviewed the photos and I agree we can do better. I'll arrange a reshoot this week at no cost to you – let's get your home looking as good as it deserves."
When to Hold the Line
Don't reshoot if:
The photos are objectively fine – Good light, professional composition, high resolution. The vendor is being precious.
The property genuinely doesn't photograph well – No amount of reshooting will fix a dark north-facing flat or a cluttered house the vendor won't stage properly.
You've already done one reshoot – Unless the second attempt was worse, two strikes is enough.
The vendor is being difficult across the board – If they're arguing about photos, valuation, your fee, and marketing strategy, this is a symptom of a bigger problem. You might need to have a frank conversation about whether the partnership is working.
Holding the line looks like: "I understand your frustration, but the photography meets professional standards and I'm confident it'll perform well. Let's give it [timeframe] to generate viewings before we make any changes. If we're not seeing interest by then, we'll revisit."
The Pre-emptive Strike: Avoid Complaints Before They Happen
The best way to handle photo complaints is to prevent them. Here's how:
Set expectations upfront – When you win the instruction, explain your photography process. Show them examples of past listings. Manage expectations about what property photography can and can't do.
Send a staging guide before the shoot – Tell vendors exactly what to clear, clean, and style. If they don't do it, you have cover. Our pre-shoot staging guide is a good example of what to provide.
Get buy-in on shoot timing – Explain why you're shooting at 11am on a Tuesday (natural light). If they insist on 6pm in January, document that it was their choice.
Show them a preview – If possible, send 2-3 sample images immediately after the shoot. If there's an issue, you can catch it before the listing goes live.
Use a professional photographer – The extra £100 for someone who specialises in property (vs. your mate with a DSLR) pays for itself in fewer complaints and better results.
What to Do If You've Got a Serial Complainer
Some vendors will never be happy. The photos are wrong, the floor plan is wrong, the description is wrong. Everything is a battle.
In these cases:
Document everything – Every conversation, every decision, every sign-off. If they claim they never approved the photos, you want a paper trail.
Offer one reshoot, then draw the line – "I'm happy to arrange one reshoot to address your concerns. After that, we'll need to work with what we have or you're welcome to commission photography independently."
Consider whether this instruction is worth it – If a vendor is making your life hell over photos, imagine what they'll be like when offers start coming in below asking. Sometimes the kindest thing you can do for yourself is part ways early.
When to Recommend a Specialist Photographer
Your in-house or regular photographer might be decent, but property photography is a specific skill. If you're repeatedly getting complaints or your photos aren't converting to viewings, it's worth partnering with specialists.
Click Media Group works with agencies at scale and individual homeowners. They handle everything from pre-shoot staging advice to on-site photography to post-production edits (corrective stuff is free, retouching is chargeable).
If you've got a vendor who's demanding perfection, sending them to a specialist can actually strengthen your relationship. It shows you're willing to go the extra mile and gives them someone else to direct their anxious energy toward.
You can frame it as: "I want to make sure you're completely happy with the marketing. I've worked with Click Media on high-end properties before and they're excellent. If you'd like to book them for a reshoot, I'm happy to update the listing with their images."
The Psychology of Photo Complaints (Why They're Not Really About the Photos)
Here's the thing: photo complaints are rarely just about the photos.
They're nervous about the sale – Putting your house on the market is stressful. Criticising the photos is a way to feel in control.
They're testing you – They want to know you'll fight for their property and take their concerns seriously.
They're comparing to Instagram – They've seen heavily edited, professionally styled property photos online and expect the same for their lived-in family home.
They're second-guessing the valuation – If they think the house looks "cheap" in photos, they're worried you've undervalued it.
Understanding this helps you respond with empathy rather than defensiveness. Acknowledge the emotion, address the concern, and provide a solution.
The Bottom Line: Solve It Fast, Keep It Professional
Photo complaints don't have to derail a sale. Handle them quickly, empathetically, and with clear options.
Acknowledge their concern immediately
Review the photos objectively (are they right or wrong?)
Offer solutions (reshoot, specialist photographer, wait-and-see)
Set boundaries if necessary (one reshoot, then done)
Keep the relationship intact
Most vendors just want to know you're on their side. Show them that, and you'll resolve 90% of photo complaints without drama.
And if you're tired of dealing with this altogether? Partner with photographers who get it right the first time. Less stress, happier vendors, faster sales.
