In real estate, every home tells a story. Some are filled with laughter and light. Others are weighed down by silence, sorrow or sheer overwhelm. Few are more complex than the homes of hoarders.
As Realtors, we’re not just selling square footage and finishes; we’re navigating the emotional terrain of lives in transition. Working with hoarders, or the families of hoarders, demands more than market knowledge. It requires deep empathy, patience, and a structured, non-judgmental approach.
Step 1: Recognizing the reality
Often, hoarding isn’t just clutter—it’s a manifestation of trauma, loss, anxiety or mental illness. Many hoarders don’t even realize the extent of the issue. For Realtors, the first step is recognizing when a situation goes beyond disorganization and into the territory of hoarding. This means moving from judgment to understanding. Treating the homeowner (or their family) with compassion is essential—they already feel exposed, vulnerable and often ashamed.
Step 2: Building trust
Before you talk about staging or selling, talk like a human. Sit down with the homeowner or their family and let them tell their story. Why are they selling? What does this move mean to them? Often, hoarding is intertwined with grief or fear—the fear of letting go, of being judged, of losing control. Your job isn’t just to facilitate a sale; it’s to become a temporary partner in an incredibly sensitive life shift.
Step 3: Assembling the right team
No Realtor can do this alone. Successful outcomes depend on assembling the right team, including (but not limited to) professional organizers and decluttering specialists experienced in hoarding, mental health professionals (where possible) to support the homeowner emotionally, junk removal and biohazard teams if the home poses health or safety risks, cleaners, painters and handymen to bring the property back to market-ready condition.
Having go-to professionals means you can provide a clear plan—and options— rather than just identifying a problem. You’re offering solutions.
Step 4: Small steps, big respect
The clearing process must be gradual. Start with non-sentimental areas. Avoid pushing the owner to “just get rid of it all.” Respect their attachments—what looks like garbage to you may be linked to memories or identity for them. Let them be part of the process. Set small, manageable goals.
If the client is unable or unwilling to participate, work closely with the family (with proper permissions). But always preserve the dignity of the person who lived there. Words like “disgusting” or “disaster” have no place in your vocabulary.
Step 5: The transformation and transition
Once the space begins to open up, the emotional shift begins. Many hoarders (and their families) experience a wave of grief, relief or anxiety. As a Realtor, check in regularly—not just about timelines and contractors, but about how everyone is feeling. This shows that your commitment is to more than just the sale—it’s to the people involved.
When the home is finally clean and repaired, you move into familiar territory: staging, listing, and marketing. But even here, sensitivity matters. Be cautious about before-and-after photos. Consider the long-term impact on your client’s privacy.
Step 6: The sale isn’t the end
For you, the sale ends with the closing. For the former hoarder, it may be the beginning of a new chapter — or an emotional freefall. If you’ve built trust, your continued support through the transition (even just checking in) can mean more than you realize.
Empathy is your edge
Many Realtors wouldn’t touch a hoarder home. They see the mess, the delays, the challenge. But those who lean in — with structure, support, and heart — can change lives. You become more than a salesperson. You become a guide through a deeply human experience.
In an industry that often celebrates speed, polish, and presentation, working with hoarders reminds us of a deeper truth: every home is someone’s story. Helping them turn the page — with dignity — is not just good business. It’s good humanity.
The cover photo for this article was generated by AI.
Barry Lebow, FRI, ASA, ABR, SRES, IFAS is an active Realtor and highly regarded real estate authority in Canada, now in his 57th year in the profession. Throughout his career, Barry has received numerous accolades from various real estate associations for his exceptional work in the industry. With three recognized appraisal designations, he was an active appraiser for three decades. Barry’s expertise extends to providing expert testimony in approximately 600 trials across North America. Currently, he serves as an active broker at Forest Hill Real Estate Inc. Central, in Toronto. For more information or to get in touch with Barry, visit barrylebow.com.
Before Covid I worked with past clients who unfortunately had so many health issues that living in their home was on a day to day basis and only surviving the chaos and depression. It was a condo and there were only pathways to a chair, a couch, a bed (but only room to curl up on it as it was loaded). I had sold them the unit and when I went there I thought there was a walk in closet BUT it was the ensuite 5 piece washroom that was hidden with wall to wall and floor to ceiling stuff and clothes. The unit was damaged too as they could not afford to hire someone to do repairs so this luxury condo was in terrible condition. We got it sold and promoted it to the MLS but I asked all agent to call me first to prepare them and see if their buyer was a renovator, investor or a regular buyer. I did not want the sellers to be subjected to comments from potential buyers when they went to the unit as they could not leave during showings. It was great that we had 3 offers from renovators ONE who had already done 3 units in the same building…so he was willing to pay a bit more to get the unit and that meant my clients made about $20,000 clear after expenses.
No one should judge how and why someone lives like they do as no on knows what people are going through or have gone through to get to this state. It feels overwhelming to the agent but it is definitely overwhelming to the client too. To make things easier for my sellers I said just move the stuff you want to take to your new rental apartment and I will have someone come and take away what is left. THREE days it took them to clear out the 3 bdrm 1400 sq. ft. apartment. It was a challenge and they were well rewarded for their service as it was a very unhealthy environment.
I absolutely agree with Barry Lebow here—his words ring true on every level, and I speak from direct experience working with hoarders and their families.
What Barry captures so well is the heart of it: this work goes far beyond decluttering or prepping a property for sale. It’s deeply emotional, often rooted in trauma, loss, or mental health struggles. And unless you’ve sat across the table from someone who feels paralyzed by the thought of letting go of a single item, it’s hard to fully understand the weight of what’s really happening in those homes.
I’ve worked in homes where every square inch told a story—some heartbreaking, some hopeful. And I’ve seen how shame and fear can stop progress cold unless you lead with empathy, patience, and trust. That trust doesn’t come from a clipboard and a checklist. It comes from sitting down, listening without judgment, and meeting people exactly where they are.
Like Barry said, this work requires a team. I’ve learned how critical it is to bring in the right professionals—people who not only know how to manage logistics but also understand the emotional terrain. It’s about honoring the person and their process, not just “fixing the house.”
The most powerful transformations I’ve witnessed weren’t just physical — they were emotional. Watching someone regain a sense of control and dignity as they move through this process is why I continue to do this work. It’s not always easy and certainly not glamorous, but it’s deeply meaningful.
Barry, thank you for giving this work the recognition and respect it deserves. This article is a must-read for anyone in real estate who wants to do more than sell homes—they want to make a difference.
We built our real estate company to provide an integrated option for people whose challenge goes beyond just a property sale, and hoarders are among our clients. Most of our clients have a move to be managed, extra items to be sold or shipped to relatives, and often some waste or charitable items to be sorted and cleared. For most clients, the move and contents are best handled before taking the property to market, easing the stress one would be subject to if attempting a sale while they reside there. Our realtors and transition specialists all work together to ensure the best experience for the client.