Lettings Agency of the Year 2012 Judges Report by The Academy

lettings agency

The 2012 Judgesâ&#x20AC;&#x2122; Report

lettings agency

Contents Message from the Chairman of the Judging Panel

Best Lettings Agency 2012 Overall Winner

Best Northern Ireland and Best Scotland Lettings Agency

Best UK Large Letting Agency

Best UK Medium, Small and Single Office Agency

Best London Lettings Agency

Best Central Lettings Agency

Best Midlands Lettings Agency

Best Northern Lettings Agency

Best South East Lettings Agency

Best South West Lettings Agency

Best Wales Lettings Agency

Best Property Management Agency

Best Prestige Lettings Agency

Best Customer Service

Best Lettings Agency Franchise

Best Innovation

Best Marketing

Outstanding Contribution to the Lettings Industry

Best Block Management

Best Newcomer

Best Student Lettings Agency

Lettings Supplier of the Year

Best Technology & Online

Best Training & Development

Message from the Chairman of the judging panel Once again the judging panel for these annual awards has been faced with a huge task. The judging process sees individual judges giving detailed consideration to the entries in each category, further testing the submissions through telephone discussion with the entrants and perhaps carrying out some mystery shopping. The judge then has to present their findings and recommendations to the panel. My role as Chairman is to oversee the process, ensuring that it is fair, that the approach taken to assessing the entries is consistent, that the recommendations for an award are arrived at objectively and above all to ensure that the panel as a whole has the opportunity to question the findings and proposals. The final decision is that of the panel and I can assure all entrants that a rigorous process is indeed applied. I note that this year there were some first time entrants amongst those seeking to show that their particular business was worthy of an award and whilst they may not have been successful on this occasion I congratulate them along with everyone else for laying themselves open to examination. Inevitably perhaps some of the award winners being announced at the ceremony will have been winners in previous years. There can be no assumption that winning one year will bring the same result the next year and I should therefore emphasise that such firms only continue to win because they continue to develop their approach to customer service, to innovation and business practice. The judging panel was comprised of extremely well-experienced individuals from the property world. Their names appear elsewhere in this report. My thanks go to them for their commitment and determination. Christopher J Hamer The Property Ombudsman

LL WINN ERA ER V O

lettings agency

Best Lettings Agency 2012 OVERALL WINNER Finders Keepers

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Oxford-based Finders Keepers offers a range of lettings services, from lettings and property management, student letting and property management, search and acquisition, building and refurbishment and contract furnish and interior design. But it isn’t its extensive service offering that impressed this year’s judges, but its uniqueness in employing staff on a fixed pay basis, rather than on commission, which helps staff focus on attracting quality tenants. Judges were also impressed with the agency’s policy of assigning office managers with property portfolios to manage, which allows quality service standards to be generated at the top of the business and filtered down to all staff members within their teams. All staff are based in offices local to the properties they manage, rather than management issues being dealt with by a call centre, which the agency believes helps staff to build long-lasting client relationships. Property refurbishment projects can be undertaken in-house and managed to coincide with re-let dates, maximising the efficiency of the management service and minimising the risk of void periods. All services, from check-ins to property inspections, are managed inhouse, rather than outsourced, which the agency believes it is obliged to do given the importance of the tasks at hand. The firm’s 24/7 emergency line is manned by its own staff on a rotation basis, to help deal with issues in a timely and cost-effective manner. Client accountants are deployed in each office to manage landlord payments, retentions and contractor payments. This, together with its robust systems and tight credit control, enables the agency to boast an incredibly low number of tenancies that end in deposit dispute (0.15% of 3,341 tenancies), as well as the fact that 99.27% of rents are collected and paid on time. Finders Keepers prides itself on its staff’s extensive knowledge of the market, which is why the firm invests heavily in staff training, and why each staff member has a bespoke annual training plan. An impressive 69% of eligible staff have passed the NFoPP Technical Award in Residential Letting and Property Management in the past 24 months. Its commitment to staff explains staff members’ loyalty, with 90% of its office managers having been with the business for more than 10 years. Judges loved the level of detail on the agency’s website, which includes listings of the 10 closest gyms to each property, school catchment areas, navigator guides showing the best bars, walks and sports clubs in the area, and renting FAQ guides in 10 languages. Client testimonials wax lyrical about Finders Keepers exceptional service standards and its helpful and friendly staff, who never falter to go the extra mile. Its comprehensive lettings and property management service has enabled the agency to grow income by 4.3% and profit by 4% in the last 12 months alone, and produced a profit margin of 18.1%. Judges agreed that this agency’s vast range of services, incredible attention to detail and exceptional customer service make it the clear overall winner of the 2012 Lettings Agency of the Year Awards.

Best Northern Ireland Lettings Agency

uk lettings agency

Reeds Rains Reeds Rains’ Bangor-based office in Northern Ireland boasts a ‘razor-sharp’ lettings service with ‘on the ball’ staff offering a relaxed style of customer service that impressed the judges. Competition doesn’t come anywhere near this agency’s comprehensive service offering, which is underpinned by robust systems and processes, assuring landlords and tenants of its high standards. The LSL-owned agency trains staff on an ongoing basis and ensures that new staff members are mentored until they hit these standards. This attention to detail has enabled the agency to steal a march on their competitors in just under two years since being rebranded from Halifax to Reeds Rains as part of LSL’s acquisition of HEAL in 2010. Turnover has increased by 110% year-on-year. SPONSORED BY

Best Scotland Lettings Agency Rettie & Co

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A firm of chartered surveyors, Edinburgh-based Rettie & Co is a smart agency boasting fantastic presentation in every aspect of its lettings service offering. There’s substance, too, with a 24-hour property management service, robust systems and processes, which include strong credit control, ensuring that 99.7% of their rents are collected on time. Judges were particularly impressed with the use of solicitor-based training for all staff, who are consequently enthused about the agency and highly competent in the delivery of competitive service underpinned by accurate and up-to-date market nous. Judges also liked the firm’s use of video streaming on its website, and its overall ‘rock-solid’ business proposition.

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Fineholm Lettings Services Having been in the business for over 40 years, Fineholm knows a thing or two about the lettings market. The agency operates in central Glasgow and central Edinburgh and has a strong grasp of the power of social media, and regularly updates its Facebook and Twitter pages, as well as its own website. Judges described the agency, which is run by two sisters, as ‘absolutely brilliant’ in its approach to credit control and detailed credit references, as well as its comprehensive staff training programme. The agency was the first ARLA-registered lettings agency in Scotland. They particularly liked the ongoing monitoring of client calls to maintain service standards, and its clear and concise complaints procedure for tenants and landlords of its 1,500 managed properties.

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Orchard & Shipman - shortlisted

uk lettings agency

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Foxtons Judges were bowled over by Foxtons’ awards entry, describing it as ‘the definitive submission’. It boasted a long and comprehensive list of unique features, including longer opening hours than most, from 9am to 8pm weekdays and 9am to 5pm on weekends and Bank Holidays, with phones manned from 8am to 8pm seven days a week, enabling landlords and tenants to speak to a human being rather than a machine. Services include short-term lettings, long-term lettings and event lettings, such as its 2012 Olympic Games offering, as well as a full property management service and a corporate service, which is a relocation service for corporate landlords. Secure online payments are available for landlords to check all details of a let, as well as electronic signatures. Around 73% of all payments are now processed online. Judges praised a property management service for all vacant properties, and

Countrywide The UK’s biggest agency group boasts 46 property brands, which include Bairstow Eves, Hamptons International and John D Wood, which means its customer service management challenge is tougher than it is for most businesses. National Property Showcase & Landlord events run across the country throughout the year, featuring no less than 17,000 properties to buy or rent. Judges praised the group’s dedicated renewals team and graduate management programme, as well as its partnership with Nationwide, which trains all branch staff every six months in buyto-let landlord advice and services. Last year, Countrywide launched AgentPro, a unique system that runs across all brands to help ensure compliance and that all complaints are dealt with swiftly and satisfactorily. A range of marketing campaigns has helped retain existing clients and attract new ones, with eight run

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Your move

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A full suite of lettings services is offered by Your Move branches across the country, regardless of their location. Landlord services offered by the LSL Property-Services-owned agency include a tenant find service and a rent collect (premier) service. They also provide a fully managed service and make extensive use of ‘The Hub’, which is a purpose-built lettings and management IT system unique to Your Move. Landlord payment is arranged quickly and efficiently, with most payments now done electronically. Following LSL’s acquisition of Halifax Estate Agency Limited in January 2010, Your Move now manages 27,000 lets and a property portfolio of more than 18,000 units at any one time. The judges praised its ability to reduce complaints year-on-year, and its ability to market rental property within 24 hours of being instructed as a result of its QuickLet IT system. Around 75% of all Your Move staff are ARLA-qualified, with all staff training and updates managed from The Hub. These high standards translate directly into its service levels, which are consistently high across the Your Move network of offices.

Best UK Large Lettings Agency Foxtons’ comprehensive staff training programme, with staff forbidden to have client contact until they have completed a full induction course. Café-style offices, the original branded car fleet and consistently-competitive customer service standards are further examples of Foxtons’ excellence, with 85% of landlords claiming that they would use the agency again.

throughout 2011 alone. A staggering £2.4m was invested in training and CPD last year, which is a 100% increase on 2010.

Hamptons International Hamptons International was praised by judges for its professionalism and clear and concise communications with landlord clients and tenants, with staff consistently prepared to go the extra mile to ensure client satisfaction. A customer experience survey by the Countrywide-owned agency led to the publication of its ‘Firm Foundations’ booklet, which was recently given to staff to ensure that consistently high standards are delivered throughout its office network. Judges praised the agency’s use of digital signing, the development of an iPad app and its equestrian department as commendable offerings within its lettings division.

uk lettings agency

Finders Keepers This Oxford-based agency’s service offering is supported by fullytrained staff and a tight control of services, such as check-ins, check-outs and property inspections. Judges praised its policy of avoiding staff commission to help optimise tenant quality, as well as its decision to have its 24/7 emergency service manned by its own staff, rather than outsourcing them, to help deal with issues in a timely manner. Robust systems mean that just 0.15% of tenancies currently end up in deposit dispute and 99.27% of rents are collected and paid on time. Finders Keepers prides itself on its staff’s market nous, hence its investment in staff training. Judges particularly loved the level of detail on the agency’s website, which includes renting FAQ guides in 10 languages.

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Northfields gold

Judges were unanimous in voting Northfields overall winner of this award category. From its listing of rental properties on countless major property portals to targeted marketing and advertising for all rental properties, the agency exudes lettings excellence. The firm proactively attracts tenants from outside London through its membership of Home Sale Network whom it services with highly-qualified and extensively-trained staff for whom going the extra mile for clients is standard to their customer service offering. Judges were overwhelmed by the agency’s extensive lettings services given its relatively small size. These include free rent collection, property inspections and inspection reports with photos, as well as a relocation department. Bespoke technology helps the agency communicate

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MyLondonHome

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PASSIONATE ABOUT PROPERTY

There was no doubt in the judging panel’s mind that MyLondonHome should be crowned winner of the UK Single Office award 2012. From its bespoke IT property maintenance system, HelpSpot, which allows real-time reporting, to its extensive inventory process, which checks properties pre, post and even during a tenancy, this firm oozes lettings agency excellence. MyLondonHome ensures that everything it does is in the interest of its landlord clients. The firm believes that keeping tenants happy is instrumental in helping it do this, which is why it never fails to go that extra mile in delivering great customer service. Judges were particularly bowled over by the efforts of managing director, Steven Herd, in dealing with a tenant who had applied for a Houses in Multiple Occupation license for a property

Best UK Medium Lettings Agency No job is too great for this agency, which is a clear winner of yet another award category at this yearâ&#x20AC;&#x2122;s awards.

Best UK Small Lettings Agency quickly with tenants and landlords via email, Twitter and Facebook. The judging panel agreed that this London agencyâ&#x20AC;&#x2122;s standards far surpassed those of peers across the country, and that it has helped play in a major role in raising industry standards.

Best UK Single Office Lettings Agency owned by one of his clients. Not only did Herd persuade his clientâ&#x20AC;&#x2122;s bank not to withdraw his mortgage on the property, but he negotiated an arrangement whereby the client was allowed to pursue their HMO plan with the consent of the client, retaining both parties in the process - a prime example of why this firm is fully deserving of this prestigious accolade.

london lettings agency

Marsh & Parsons medium agency

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This London agency exudes excellence in every aspect of its lettings service. Judges praised its specialist corporate and relocation departments and Moving to London guides, as well as its international desk, which boasts 20 different languages, and a scheme with Lloyds TSB enabling tenants to open a UK bank account before they have a UK address. A Customer Insight Department monitors customer service standards by phone and in writing with all tenants and landlords and delivers the feedback to all staff members. A Clients Services Department is dedicated to building relationship and trust with clients, as well as keeping them informed of changing market conditions. Weekly workshops are held with managers and negotiators to share new legislation and trends, along with an open forum on issues facing staff. All staff ooze passion and competence for the lettings market and their agency, which is clearly appreciated by clients, who consistently write rave reviews about the West London agency’s service. An impressive 99% of landlord clients and 89% of tenants would use the firm again. Judges particularly like the agency’s ‘Local know how. Better Results’ initiative, which requires all negotiators to take a 50-question test on their local office area. They were unanimous in the opinion that Marsh & Parsons is a progressive and dynamic London agency that has demonstrated outstanding growth and leadership with customer service, and which has local community at its heart.

Martyn Gerrard gold

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PASSIONATE ABOUT PROPERTY

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medium agency North-London based Martyn Gerrard boasts floor plans with every property and ARLA-trained staff, who between them speak 18 different languages. The agency prides itself on its open, transparent and fair business practices, which as part of its marketing campaign, include an invitation to landlords to get property appraisals from competitor agencies. Judges were impressed with the agency’s dedicated property management department and SEO investment. Staff undergo regular training sessions, with all members of the lettings team friendly, knowledgeable and clearly proud to work for the long-established agency. This has resulted in over 50% of new landlords being a result of client recommendation. All landlord clients have an online account, with a facility to make online payments in the throes of being developed. Judges praised the solid business practices and long-standing success of Martyn Gerrard, and its ability to grow its lettings business in line with its high quality agency ethos.

Edmund Cude medium agency – shortlisted

Best London Lettings Agency Northfields

MyLondonHome

small agency

single office

Northfields was the winner of this category because of its impressive development over the last few years, particularly its shift from being a deal-centric business to one focused on exceptional customer service. A case in point is the recent visit of a pregnant landlord to one of Northfields’ offices during the April showers, who a member of staff offered to drive home. Another example relates to a member of staff who played the role of translator for a polish couple of tenants for a week after they moved in to their rental property. Email enquiries are responded to within 15 minutes of receipt, and this policy is monitored on an ongoing basis as part of its client service contact centre, Baseline. A comprehensive training programme ensures that staff offer consistently high levels of service, with modules rated by staff to ensure training addresses their needs. Judges particularly liked the agency’s use of social media to communicate with clients, and its quirky inclusion of a furniture item of the week on its website.

Judges loved MyLondonHome’s training ethic, based on staff profiling, which has helped it build a dedicated lettings team focused on landlord client and tenant care. An in-house maintenance team and bespoke IT system enable the agency to respond to issues in a highly-efficient manner, maintaining customer service levels. The numbers speak for themselves, with the firm having retained 99% of its landlord clients for the second consecutive year. Features of the London agency’s service include daily rental payments and same day check-outs. New business is won with the help of a new business manager and online and radio promotion. Judges commended the business for being incredibly well-focused, profitable and innovative in its approach to the lettings business in a highly-competitive market.

Young London

Winchester White

small agency

single office

Judges described this firm as ‘absolutely excellent’, particularly its focus on supporting new residents in the Capital through the use of guided walks and printed guides. Exceptional customer service has recently included the transfer of a tenant from a rodentinfested apartment into a Young London-owned unit to give the agency time to address the issue. They also provided meal vouchers for the tenant for the inconvenience of the temporary move. Young London prides itself in teaching the lettings business to non-agency staff members, which enables it to offer a higher quality service than many of its competitors.

Winchester White is an agency that has been faultless in its efforts to create a high-quality, bespoke lettings service since its entry into the South West London market. With its designer office, fullytrained staff, branded cars and pledge to respond to client queries within two hours, the agency leaves no stone unturned in its quest to service clients. Judges praised its same day rent payment offer, front office management and accounts systems and processes, as well as the fact that it does not charge renewal fees. High customer service levels are maintained by regular morning meetings and Friday evening meetings, which are used for internal analysis purposes. Monthly external account audits are also undertaken. Small, but perfectly formed, Winchester White has made a brave move into a competitive market and a bold statement about high-quality customer service, which judges agreed resulted in an impressive product offering.

Paramount Lettings single office – shortlisted 11

central lettings agency

Finders Keepers medium agency Judges agreed that Finders Keepers deserved this award hands down. The panel loved the fact that staff aren’t paid commission, so the focus of the agency is all about getting the right quality business. Staff are so confident about their market nous that they have no hesitation in advising landlord clients about refurbishment work required on their property. This was the case with a recent landlord case, where a staff member recommended the upgrade of a kitchen. When the landlord finally agreed to the upgrade, they saw a 17.7% uplift in rent. Judges also praised a tenancy offer of 50% off the agency’s application fee if a tenant rents another Finders Keepers property. The agency’s retention rates for managed properties is 91.3%, with its managed occupancy rate 99.98% in February, so its numbers speak volumes about the quality of the firm’s service standards. Its technology is also head and shoulders above the rest, with its website as much a resource for the local area as it is a property search tool. Above all, judges praised the firm’s ‘paranoid and efficient processes’, which ensure that the agency operates in a fully-compliant manner, operated by highlyproficient staff.

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Maxine Lester single office

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An overhaul of its systems has helped Cambridge-based Maxine Lester increase its profit by 52%. A mobile phone site and informative lettings market seminars stand the agency apart from its competitors, as does its focus on helping staff to become ARLAqualified. Monthly training sessions keep staff up-to-date with industry changes, ensuring they’re qualified and knowledgeable to help deal with clients’ issues. Judges particularly liked the agency’s innovation, such as its set up service for tenants. They also liked the firm’s success in carving out a niche as a specialist lettings agency in the competitive local market.

Claire Lloyd Properties single office – shortlisted 12

Best Central Lettings Agency Sewell & Gardner

College & County

small agency

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With its three offices and 12 dedicated lettings staff, Sewell & Gardner is clearly a great lettings business with a sense of fun central to everything it does, based on the ethos that happy staff lead to happy clients. An employee of the month competition is just one of the ways that the agency, which took the decision to rebrand from Parkheath to Sewell & Gardner in 2010, keeps staff motivated. The monthly star wins a mug, £25 worth of John Lewis Partnership vouchers and a gold star for their desk. The annual winner gets a trophy and £250 worth of vouchers of their choice. Nine of its 12 lettings staff are ARLA-trained and all are actively involved in the local community. A senior member of staff is available for two hours every Friday with whom staff can discuss legal queries and updates. Landlords and tenant communication is consistently high through the use of email and a weekly blog, along with Facebook and Twitter pages. An online payment facility is available for clients, as is a transparent, in-house complaints procedure whereby customers can notify the agency about any dissatisfaction relating to their services.

Judges were unanimous in voting College & County winner of this award category. They particularly liked the Oxford-based agency’s use of Facebook to monitor satisfaction levels about its service, enabling it to tackle issues promptly as a result. College & County has successfully immersed itself in the local community, which has most recently led to it winning a property management contract with a local church, which it plans to build on with further diocese-related work. Judges commended the agency for its comprehensive understanding of the entire lettings and property management process, and its efforts in seeking to exceed clients’ expectations, particularly when it comes to being ethical, which is clearly a recipe for success given that it has not lost a client in 11 years.

midlands lettings agency

Goodchilds medium agency Judges agreed that Goodchilds was highly deserving of this award. The panel was impressed with the agency’s focus on technology, particularly its iPhone app, which enables tenants to save property searches. It also praised its ‘Be a Good Neighbour’ campaign, which explains to neighbours of a property the agency manages how to contact them about any tenancy issues that may concern them. The team demonstrates high levels of customer service, which is maintained through the provision of internal and external trainers. Within 12 months’ employment with the agency, new-starters are required to pass an industry-approved qualification. The agency currently retains 98% of landlord clients, with judges commending its solid business systems and processes, which they agreed made Goodchilds worthy of this award win.

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Green & Co small agency

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Green & Co operates on the basis of managing client property as staff would their own, which explains why this agency is celebrating 21 successful years in business. Weekly staff training sessions and monthly manager meetings are standard for this agency, as is a software system that monitors rental collection. Tenants more than 10 days in rent arrears are visited by a member of staff to help resolve the issue, with a robust process in place to help deal with dispute resolutions. Client communication is now by text message as well as via phone and email. The Green & Co team possess an excellent understanding of the business and a belief that the service they provide far exceeds that of their competitors. The introduction of Vizzihome software enables the team to track its performance against competitors, which explains why it oozes confidence in every thing it does and retains clients along the way as a result.

Best Midlands Lettings Agency Lex Allan Lettings

Cavendish Lettings

small agency

single office

Expertise is central to this agency’s service offering, with each team member boasting industry experience averaging almost 10 years. This is how Lex Allan has built such a phenomenal reputation for lettings excellence in Stourbridge, Halesowen and the surrounding areas of North Worcestershire. Wow cards are used to recognise exceptional levels of customer service amongst staff, which optimises team motivation. Each tenant is assigned a dedicated manager and receives a move-in pack with household essentials, provided by Home Move Box. Each landlord is assigned a director and offered a rental guarantee scheme as part of their service. The agency’s rent arrears rate is currently 0.45%. Buy-tolet workshops are also on offer. Judges praised the business for its positive and knowledgeable team, who demonstrate a clear understanding of the business and take pride in all they do.

Cavendish Lettings has spent the last three years breaking into the fully-managed property space, which explains its incredibly focused service offering. So confident is it about the strength of its proposition, Cavendish has launched an initiative named ‘A Statement of Confidence’, which guarantees landlords a full refund of fees paid and a goodwill gesture of £500 if they are dissatisfied with its service after three months. The agency has worked hard to form strong alliances with local estate agents who do not offer a lettings service, and regularly promotes the fact that it helps to raise money for the YMCA and a local children’s charity as part of its efforts to support the local community. Staff training days are held on a quarterly basis, at which the owner shares market trends and changes in legislation. Judges praised the agency’s appointment of a dedicated team member to deal with disputes, though it has had just five referred to the Tenancy Deposit Service since the scheme was introduced in 2007. Cavendish is proud of the fact that it specialises solely in lettings and does not practice any other discipline. The fruits of its labour shine through in abundance throughout its client testimonials.

Active Property Agents single office Active Property Agents provide three levels of service, lettings, rent collection and property management, but it also assists landlords with the repossession process, including preparing and serving Court documents and offering advice and assistance through its landlord surgery. Judges particularly liked the agency’s neighbourhood management inspections of estates and communal areas, as well as its robust procedures to ensure quality service is provided to all clients. All practices and procedures are continually monitored, reviewed and improved, with staff clearly enthusiastic about the business and their role in helping to serve the local community. The agency is currently in the process of developing a new website, which operates alongside its lettings, accounts and property management software.

northern lettings agency

Linley & Simpson medium agency This is a great business with a good eye for detail that offers consistently high service standards for both landlords and tenants. Its use of technology, including an iPhone app and mobile site, impressed the judges, as did its higher-than-average pay rates for staff, which ensures quality and high retention rates and, consequently, landlord confidence. A centralised team gives this agency real economies of scale, and an in-house specialist repairs team an edge over its competitors. SEO investment and regular client newsletters make this a very slick operation, as does its innovation, which extends to working with local councils to encourage homeowners with empty flats and houses to dip their toe in the lettings market and consider renting. Judges applauded the firm’s appointment of a director to take responsibility for legislation, as well as its bonus award for staff on completion of the ARLA Technical Award. They also praised the agency’s ability to slash its TDS dispute rate by one third year-on-year, resulting in just 44 disputes arising from 4,900 tenancies.

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Castledene Property Mgmt medium agency

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Castledene Property Management was started with just £500 in 2008 and has since grown to become a highly reputable firm offering specialist lettings services. The firm has carved a niche by offering lettings services to tenants on housing benefits for life, and has positioned itself as a resource for all housing benefit-related queries, advising tenants on all aspects of the market. The success of its approach has resulted in the firm now managing over 1,500 properties. Judges praised the agency’s amazingly passionate leadership, fantastic customer service and impressive attention to detail, such as the owner’s response to a mystery shopping email query late one Sunday night.

ABC Property Shop single office – shortlisted 16

Best Northern Lettings Agency Karl Tatler

Heaton Property

small agency

single office

Karl Tatler is the only agency in the Wirral to offer a dedicated lettings service with a shop front and opens longer than its competition, with offices operating seven days a week and until 6.30pm on weekdays. All properties on Rightmove are a premium listing. An impressive 30% of new business is from landlords transferring their business from competitors, which is due to features such as mid-tenancy property inspections and the prompt payment of rent. Management software tracks rental payments, with calls to tenants made immediately following late payment. Less than 2% of the agency’s properties under management are in arrears. Karl Tatler’s passion for the business runs through each of his team, who are clearly loyal to the business and their long-standing clients. The agency never stops innovating, with website enhancements the latest development, along with an automated signature service for client documents.

Judges praised this agency’s flexible contracts for recent graduates and young professionals, and its focus on managing quality properties, due to its ethos that staff shouldn’t move a tenant into a property into which they wouldn’t move themselves. Facebook is put to great use to liaise with landlords and tenants, and extended office hours aim to suit tenants’ working days. Judges were impressed by the fact that Heaton Property has never had a deposit dispute, which required third party mediation or Court action, proving that high-quality service standards are at the heart of its business. The Newcastle-based agency prides itself on its Geordie hospitality and transparent systems and processes as well as its user-friendly website. Judges particularly liked the agency’s ProShare tenancy scheme, which aims to smooth the process of tenants who don’t know one another living together, by, for example charging each tenant a fixed fee to cover the rent and all utility usage.

Sheffield Residential

Let-Leeds

small agency

single office

Sheffield Residential is a service-centric business, with staff trained extensively to ensure client satisfaction. Satisfaction surveys for tenants are undertaken during as well as at the end of tenancies, with landlords updated about their property on a weekly basis via online and phone-based communication. The agency’s ethos is to avoid complacency at all costs, and staff are constantly encouraged to think of ways to improve the business. Judges particularly liked the firm’s offer of city tours for anyone new to the city, and its office signage in Chinese and Arabic to help its global customer base. They also praised the team’s friendly and polite approach, as well as its in-depth understanding of the business.

Let-Leeds’ motto to tenants is making moving simple, hence evening and weekend viewings, out of hours operator service to answer calls and book viewings and an easy to use online application process. For each new tenancy, a Let-Leeds representative meets the tenant at the property to provide an assisted check-in and spends 30 minutes inducting them into their new home, where the basic operation of all appliances is addressed to avoid future issues. Landlords are provided with a tailored service, which includes a direct telephone line for all enquiries. Let-Leeds holds staff training sessions every Friday, in which recent issues are addressed and legislative and market trend updates delivered. All staff are required to share one piece of industry news each week with the rest of the team. Judges liked that fact that Let-Leeds only employs people who are passionate about property.

south east lettings agency

Prospect medium agency Judges particularly liked this agency’s launch of specialist lettings services, such as its ‘Apartment lifestyle’, ‘Terraced living’ and ‘Premier Service’ for landlords charging rents over £2,000, as well as its 24/7 online tenant referencing. The panel also praised its director-led investment club and dedicated client managers for tenants and landlords. Staff training is key to this agency, with all new starters required to complete a one-week induction programme and then ARLA’s Technical Award for Lettings and Property Management within their first year of employment. Ongoing training is conducted by the directors. Technology is at the heart of the agency’s services, with online access available for landlords to track their accounts and direct debit and standing order facilities for tenants and landlords to make payments. Recent developments include an investment in bespoke software to enable Cloud-based services and reduce the agency’s paper usage.

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Intercounty medium agency Intercounty has spent much of the last year overhauling its branding, which has involved the integration of its lettings and sales teams to offer clients a more integrated service. The agency, which is owned by LSL Property Services, impressed judges with its offer of dedicated contract managers for landlord clients with property maintenance or refurbishment jobs priced over £1,000, which is part of its investment buyer service. Daily morning meetings and an in-house trainer ensure that staff are fully trained and up-to-speed on industry legislation to offer clients a consistently high quality service, while a dedicated team managing payments and dispute resolutions help minimise tenancy arrears issues. Judges praised the agency’s allocation of one day per year for staff to get involved in a community project, as well as its ongoing community efforts, which this year includes The Zoopla British Property Cycle.

Best South East Lettings Agency Gibbs Gillespie

iConn Property Mgmt

small agency

single office

Passion underpins every aspect of Gibbs Gillespie’s lettings service, with judges in awe of its approach to the local communities in which it operates across West London, Middlesex, Hertfordshire and Buckinghamshire. Its HS2 campaign won plaudits from the panel for its gravitas and innovation, and the extent to which it put the firm heads and shoulders above its competitors. High standards are the norm across this agency’s customer service offering thanks to its first-class staff training. All staff have their own personal development plan and classroombased training is undertaken at least five times per year. Its use of social media and technology to promote its business also received rave reviews from the judges, who were unanimous in their decision that Gibbs Gillespie is a deserving winner of their award category.

iConn works on the premise that conscientious and personal service helps to retain business, which is why the agency has won the top spot for this award category. This sentiment shows through in every aspect of the business, and is a key theme of client testimonials, proving that the team clearly considers going the extra mile as standard to their service offering. Judges particularly liked iConn’s multipurpose window sticker for its student properties, which on the back details how to report maintenance issues for student tenants and on the front details the fact that iConn manages the property, enabling local residents to get in touch with the office with any tenant issues. Judges praised the strength of the agency’s inventories, which document property standards in the form of images, which are saved on a CD and copied for clients for use in the event of potential future disputes. All disputes are dealt with in-house before they are referred to the TDS. Judges also praised the agency’s grasp of social media to communicate with student tenants.

Streets Ahead

PACE plc

small agency

single office

This Croydon-based agency lives and breathes the agency business, which the owners achieve by treating staff as an extended family. Team visits to the pub on a Friday night are mandatory for all staff, with the exception of nights on which they are going that extra mile for landlord clients. A case in point is a recent team cleaning exercise for a landlord who was unable to arrange a cleaner to get in to her property. A community café next to its office helps integrate the business with the local community, as does its extensive efforts with charity functions and landlord and tenant seminars. Late night viewings are part and parcel of its tenant service, as are home visits for disgruntled clients.

PACE has carved a niche as a specialist lettings service for tenants on housing benefit, successfully tackling the negative connotations of this sector of the market by offering a high-quality service based on robust systems and processes. Its recipe for success is clearly working, with more than 35% of its tenants having stayed with the agency for more than three years. PACE provides a single point of contact for landlord clients and tenants through a dedicated property manager. In addition, the agency has its own in-house hazard report system, which alerts both parties about the risk issues relating to a property. PACE ensures staff are encouraged to continuously review and enhance processes. Judges liked the online payment facility for tenants, which has enabled them to collect an impressive 97% of rents due. The panel agreed that the agency’s devotion to providing everyone with a home made it worthy silver winners for this category.

Alexandre Boyes single office – shortlisted 19

south west lettings agency

CJ Hole medium agency

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CJ Hole’s Draw Your Dream Home competition at a local school won the hearts of the judging panel for this award category. School children were invited to draw their dream home, and the winning picture was used for the agency’s leaflet drop. The competition was part and parcel of the agency’s push to increase its brand awareness, which has also included local radio advertising. The agency, which is owned by national franchise, Xperience, has also spent much of the last year overhauling its website, which has resulted in a 20% increase in traffic, and developing a mobile application. The results speak for themselves, with 2011 proving a record year – lettings income increased by 17%. Regular staff training ensures staff fully understand market and legislative changes, while all client files and systems are independently audited to ARLA standards. Going the extra mile for clients is standard for the CJ Hole team, with one team member having recently picked up a tenant from the airport on a Sunday to show them around some properties.

Executive Lets South West single office

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silver

Executive Lets has stolen a march on competitors with its comprehensive welcome pack for tenants, which includes 24-hour emergency contact numbers, guidance on how to report maintenance issues, how to pay rent and how to give notice, details about property inspections and advice on how to keep a property in the best condition during a tenancy. It also stands alone in its undertaking of quarterly property inspections, detailed inventories and final inspections undertaken by Deposit Protection Servicetrained staff. With a highly professional and friendly approach, Executive Lets has built up a great rapport with both landlords and tenants, and offers both parties consistently high service standards, thanks to low staff turnover and a comprehensive training programme. Judges praised their use of Facebook and Twitter to communicate with clients, as well as their user-friendly and highly informative website.

Goadsby Residential Lettings medium agency – shortlisted 20

Best South West Lettings Agency Sawdye & Harris

Intire Limited

small agency

single office

Judges described this agency as ‘absolutely outstanding’, with one judge expressing a desire to work for the father and daughter team. The agency’s service offering is comprehensive and incredibly passionate, with anecdotes of exceptional customer service extending to the feeding of tropical fish for a tenant away on their honeymoon and the receiving of eBay parcels for another enthusiastic online purchasing tenant. The agency’s social media efforts, including a blog, are part of its marketing strategy, while training and quiz evenings are regular features on the staff agenda. Judges loved this agency’s provision of online application forms for references and banking, as well as it’s A-Z guide for landlord clients. But it was its in-depth initial interviews with prospective landlords and tenants and speedy response times to any issues that won the top spot for the business, which covers Ashburton, Chudleigh and Moretonhampstead.

Judges described Intire as an excellent business with an abundance of ambition and market nous. They praised the agency’s equal focus on landlords and tenants, the absence of tenancy renewal fees and the provision of floor plans and interactive maps, which prospective tenants can download before they see a property. They also praised the single landlord fee, which covers all associated agency fees and costs. Landlords receive an ‘all inclusive’ managed service that provides landlords with comprehensive rent guarantee and legal expenses insurance for the entire term of each tenancy. Robust compliance levels help to retain both landlords and tenants, as does staff training, which is comprehensive, thanks to an annual budget of £1,200 per staff member. A can-do attitude and professionalism shines through in everything the team does, so much so that in a recent survey, the team scored 95.91% for their customer service levels. It thus comes as no surprise that inbound calls are answered within three rings and emails responded to within an hour, with a follow-up email sent the next day.

John Smale & Co single office John Smale won the praise of the judging panel for its exceptionally-high customer service levels. The agency is committed to resolving issues as soon as they arise, which is why it regularly surveys clients about their service experience. This approach extends to its accounts department, where a dedicated accounts professional ensures that rents are paid as soon as they are deposited in the agency’s bank account. Client accounts are audited regularly to help minimise any issues, with any disputes dealt with quickly and efficiently. The overall approach helps to retain landlords and maximise referral business, which cuts down the need for expensive marketing campaigns and advertising in the process. Staff regularly attend external training courses to keep up-to-date with legislative changes, and meet weekly in the office to help maintain service levels, which according to client testimonials, are consistently high.

Home Finders

Accredited Lettings

small agency – shortlisted

single office – shortlisted

wales lettings agency

Peter Alan medium agency This is an agency fully-compliant in every aspect of its business. The Principality-owned agency boasts excellent lettings services for both landlords and tenants, with good communication central to all dealings with both parties. This explains why the business has seen portfolio growth of 112% in the last three years alone. Case handlers operate on a â&#x20AC;&#x2DC;cradle to graveâ&#x20AC;&#x2122; management model, which offers complete client care for the duration of their relationship with the agency. Landlords have 24/7 access to their accounts and are invited to evening events aimed at keeping them up-to-date on market developments. A pay day rental guarantee scheme ensures landlords are paid on or around the same day every month, even if a tenant defaults. Payment plans are agreed with tenants in arrears. A tenancy dispute coordinator ensures all parties are fairly treated. Staff attend monthly meetings and regular one-to-ones with line managers to ensure that customer service standards are maintained. As a result, the team is clearly confident in its service offering, and uses technology well to help maximise its efficiency.

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FBM Residential gold

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medium agency Judges commended this traditional business for being the only ARLA-qualified lettings agency in the area, and for using independent inventory clerks to undertake all of its inventories and scheduled of condition. Their comprehensive property reports save time and avoid disputes when dealing with deposits at the end of a tenancy. Attention to detail extends to an out of hours on-call rota system whereby staff can be contacted via their mobile phone should a tenant have a problem requiring urgent attention. To attract new business, the agency regularly advertises in the local press to maintain its profile in the locality, and holds regular lettings-focused open day events. Staff are encouraged to attend as many ARLA courses and conferences as possible, which they do in addition to weekly staff updates. They also undertake informal research and reading to progress their continued professional development. Landlords are paid weekly, arrears are chased immediately, which helps resolve any issues as soon as they arise. Unresolved disputes are referred to a TDS adjudicator. Judges particularly liked the fact that nothing seemed too much effort for this team.

Best Wales Lettings Agency Cavendish Rentals

Cardiff Student Lettings

small agency

single office

Judges praised Cavendish Rentals for its superb service offering, which they agreed leaves no stone unturned. This is thanks to the fact that it invests £1,000 per head per employee per annum in training. With its two offices and 13 staff, phones are answered within two rings and emails are responded to within the hour, while its Facebook and Twitter pages are updated regularly. Senior staff drop-in sessions are run to enable staff to discuss any areas of concern or uncertainty about the business, as part of the agency’s never-ending pursuit for excellence. Effective systems and procedures and an exceptional management service have enabled this team to establish itself as a specialist agency in its market, offering realistically-priced rental properties. A daily rent reconciliation process helps minimise any payment issues, and tenancy deposits are registered within 24 hours of receipt. The agency’s claim to deposit fame is that it has only had one case referred to the TDS out of over 3,200 tenancies, proving the robustness of its systems management.

Excellence is at the heart of Cardiff Student Lettings, with staff dedicated to providing students with a memorable and happy experience in every dealing they have with the business. The team is fully aware of the fact that for many students university life brings with it their first experience of living away from home, hence why they strive to familiarise them with the local area. Landlords are dealt with respectively and efficiently, with email responses tending to be immediate and followed up the next day. Located at the heart of the university campus, the agency has carved an enviable niche in the student market with its modern approach to the business. Pop art adorns the office walls and sofas the floors, with computers available for students to use. Judges praised the agency’s ability to convince the Student Union that they are a force for good, and can help to raise the standards of housing across the student population, which it continues to do with impressive results.

Dawsons

The Living Room Letting Agency

small agency Dawsons prides itself on its accuracy and enthusiasm, which it has worked hard to build since launching in Swansea in 1991. Judges praised the firm for its growth strategy over the last few years, and the excellence established within its five dedicated residential lettings offices, with the newest being its Swansea Marina hub. The panel also welcomed the hands-on approach to both landlords and tenants. Landlord services include quarterly inspections, annual rent reviews and approved tradesmen while tenants are provided with welcome packs and a direct dial number for the staff member dealing with their tenancy, with student tenants offered deals such as a free breakfast at a local cafe. Staff training is comprehensive, with all staff reviewed monthly to assess, praise and prepare for any requirements for their roles – a practice introduced at the beginning of the year. A dedicated accounts department with six experienced accountants ensures that rents are paid on time. But it is the unrivalled local knowledge, matched by a national market awareness, that makes this agency a silver winner in this category for this year.

single office Founded in January 2009, The Living Room Letting Agency was praised by judges for its thorough property market appraisals, during which the agency advises landlord clients about any maintenance issues and redecoration required, to increase the speed that they can let the property and help maximise their rental income. This is particularly helpful in the student market in which this Swansea-based agency operates, as are robust systems and processes to ensure landlords and tenants alike are offered a comprehensive service, which The Living Room prides itself on. Personal touches for tenants include a chauffeur to transport them to view properties and downloadable forms relating to their tenancy. Daily morning meetings are held for staff to discuss all aspects of the business, with in-house training used to ensure they are kept up-to-speed with industry developments. The agency prides itself on its innovative approach to the market, which to date includes a HMO liaison service for landlord clients offering property inspections and contract management services to help prepare a property for HMO license issuance. A new cutting-edge website is helping the business successfully compete against established players.

GOLD

property management agency

Best Property Management Agency 2012 Edmund Cude Edmund Cude is the well-deserved winner of this award category because of its ability to inject passion, enthusiasm and attention to detail to every aspect of its property management service. Operating in a very competitive section of the London market, the team offers a phenomenal property management service and has total confidence in everything itâ&#x20AC;&#x2122;s doing, from running seminars at the Institute of Directors for landlord clients to marketing outside of property management, proving that this is a firm that pushes the boundaries with everything it does.

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From its graduate training programme to its handyman maintenance service, this is a firm that truly understands the needs of its client base and how to service these. Its tight control of maintenance service levels through its bespoke IT system gives this business the cutting edge in property management, and demonstrates the strengths of a specialist service business, which is why itâ&#x20AC;&#x2122;s the clear front-runner for this yearâ&#x20AC;&#x2122;s UK property manager of the year crown.

property management agency

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Finders Keepers 1000+ properties This Oxford-based lettings agency is in a league of its own when its comes to property management. It clearly goes above and beyond as a lettings specialist, managing all aspects of its service in-house to maintain exceptionally high levels of customer service. Property management is valued so highly by the agency that only staff who work within the property management division are entitled to company cars, because management wants them to be highly regarded, which is a policy they believe attracts a better calibre of staff. Attention to detail can be found in every aspect of this agency’s business model, with free tenancy check-ins and check-out services available for tenants and highly-detailed property inspections, described by judges as more like miniinventories, undertaken for every property managed – an approach the panel agreed should be the standard across the

Foxtons 1000+ properties

gold

‘Phenomenal’ was the adjective that dominated the judging panel’s debate about Foxtons’ entry. From its back-end IT systems to its quality controls and pre-tenancy checks, the panel had nothing but praise for the London-based lettings chain. In particular, judges praised the team’s comprehensive knowledge of its landlord clients’ needs, and particularly its dedicated customer service. Its team’s dedication has even extended to replacing a ‘missing’ kitchen in a landlord client’s property, which involved a team of Foxtons staff working three days and nights to complete the job. The consistency of the agency’s service is reflected in the quality of its property inspections and constant monitoring and controlling of the quality of the maintenance and refurbishment work carried out by its contractors.

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Chancellors 1000+ properties – shortlisted

Best Property Management Agency industry. The team believes in the ethos that happy tenant means happy landlord, and the numbers speak for themselves: the agencyâ&#x20AC;&#x2122;s deposit dispute rate is 0.15%. Judges also commended the agencyâ&#x20AC;&#x2122;s investment in staff training, which is reflected throughout the business.

Judges agreed that Foxtons shows a passion for getting things right for their long-term landlord clients by listening to their needs and issues and responding in an increasingly-efficient manner.

Your Move 1000+ properties â&#x20AC;&#x201C; shortlisted

property management agency

Edmund Cude 501-1000 properties This London firm really stood out for the judges, who described it as a really great, systems-driven business. Judges praised Edmund Cude’s far-reaching efforts in providing a first class property management service, including its graduate training programme, which is now in its fifth year, its handyman maintenance service and its commitment to reducing landlord clients’ costs. The agency’s bespoke software, used to monitor key performance indicators of property management staff, has increased customer service ratings by 20%. Edmund Cude also uses bespoke landlord tracking of property management issues through its websites, which has helped to reduce queries and improve communication. The agency has also introduced a moving coordinator to help manage tenant moves.

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Marsh & Parsons gold

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501-1000 properties Marsh & Parsons epitomises great customer service across its business, which judges agreed far exceeds that of its competitors. It has worked hard to extend this to every aspect of its property management division, with its team structure constantly under review as its property portfolio grows. The West London agency, which was last year acquired by property service giant, LSL Property Services, uses an in-house property inspector and has recently appointed a contractors manager to optimise its maintenance service, as well as sustain its excellent relationships with existing contractors. Judges praised its ability to maintain such high standards in such a competitive market, and their client loyalty, which is evident throughout its numerous testimonials. They also welcomed the agency’s highly-compliant systems and processes, which they agreed they would like to see more of across the industry, just as they would its team’s commitment to going the extra mile for clients.

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Campsie 501-1000 properties – shortlisted 28

Best Property Management Agency WA Ellis

Direct Let

201-500 properties

0-200 properties

Judges were looking for great processes, strong compliance and controls and something unique for this award category, and that’s exactly what they found in spades at WA Ellis. The West London lettings agency has carved a niche for itself as a high-end boutique specialising in block property management. Judges described the agency as a benchmark for the industry, praising its in-depth understanding of landlord clients’ needs and high expectations. WA Ellis has worked enormously hard to build longlasting client relationships, which spans several decades for a large number. This explains its attention to detail when it comes to property management, which the team firmly believes can make or break client relationships. Comprehensive staff training helps maintain high service levels and a nominated member of staff has responsibility for compliance and ensures that the whole team is up-to-date with changes in legislation. WA Ellis is as rigorous with contractors, ensuring that each is carefully vetted before use and that works are inspected regularly. Overall, judges commended WA Ellis for its high service levels, which they believe comes across in every aspect of its property management offering.

Property management is clearly at the heart of Stockport-based Direct Let. The property management team goes to great lengths to ensure that repairs and maintenance issues are dealt with in a timely and efficient manner as part of its efforts to keep landlord clients and their tenants happy. The agency’s diligent team works hard to build solid relationships with each of its landlord clients by keeping them abreast of their statements and tenants, as well as any changes in industry legislation, via a range of highspecification technology, including its Facebook and Twitter pages, and its efficient and highly-compliant systems and processes. Judges praised the agency’s organic growth to date and focus on value-added client services, which puts it significantly ahead of its competitors.

Karl Tatler

Daniel Ford & Co

201-500 properties

0-200 properties

Wirral-based Karl Tatler won the hearts of the judging panel for standing head and shoulders above its competitors in a tough market. The agency has excelled in property management in a location that has historically been dominated by let only agents by establishing a dedicated lettings and property management team, which operates a high quality maintenance service offering specialist market advice. The panel praised the agency’s detailed property inspections, which it undertakes in-house, and comprehensive staff training programme. They also liked the bespoke client services available, which the agency helps maintain with incredibly loyal, long-serving staff, hence why so much of its business is based on referrals and recommendation. The team’s total enthusiasm for raising the profile of lettings in its area and determination to differentiate itself from the competition wins Karl Tatler this prestigious award.

North London-based Daniel Ford & Co specialises in overseas landlords, giving it a niche edge in the highly-competitive lettings market. Judges praised the agency’s highly compliant systems and processes, which are managed by a dedicated compliance professional – a role they believe clearly demonstrates the team’s awareness of the increased responsibility of managing property for overseas clients. Customer service is clearly key to the agency, with response times for client and tenant queries swift and communication with both consistent. Regular staff training ensures the team is kept up-to-date with industry changes, so they can offer clients a comprehensive property management service, which clearly outshines a whole host of its competitors. Never one to rest on its laurels, Daniel Ford & Co is innovative in its approach to property management, offering a property acquisition service as part of its client proposition, as is a furniture department that caters for rental and personal usage.

Young London 201-500 properties Judges fell in love with Young London’s different approach to the lettings business. Run by accountants and surveyors, rather than estate agents, this agency fully manages all of its 400-plus London properties, which house around 900 tenants. Judges were impressed with the team’s obvious passion for the business, and their fresh approach to customer service, which focuses equally on landlords and tenants. But they particularly liked the agency’s provision of tips and advice for both parties, which they agreed stood it apart from its competitors, as does its local knowledge page, ‘Know London’, on its website.

MyLondonHome

Cardiff Student Lettings

201-500 properties – shortlisted

0-200 properties – shortlisted 29

prestige lettings agency

Best Prestige Lettings Agency Knight Frank

SPONSORED BY

This London agency wowed the judges with its far-reaching prestige lettings service, which boasts multi-national, multi-lingual websites and outstanding marketing, which is controlled by its Total Image Management service. All client and marketing literature goes through this team to ensure that branding is consistent across the business. All clients arriving at an airport are met by their own taxi, in which a DVD featuring relevant properties is played throughout their journey. Judges praised the agencyâ&#x20AC;&#x2122;s can-do attitude to everything and high staff remuneration, which ensures that customer service standards are consistently high.

gold

WA Ellis

silver

WA Ellis exudes prestige throughout its bespoke property management service. The level of service speaks for itself, with many of the agencyâ&#x20AC;&#x2122;s landlord clients having been with the business for almost 30 years. A team restructure resulted in the creation of a centralised administration support team, to enable managers to concentrate on offering even greater levels of personal service to their high-end London clients and tenants. This is a well-deserved silver winner.

customer service lettings agency

SPONSORED BY

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Best Customer Service Streets Ahead Streets Ahead are the Kings of customer service, and are not afraid to put their money where their mouth is when it comes to investing in staff training to ensure service standards are consistently high. The Croydon-based agency has earmarked a significant proportion of its advertising and marketing budget for customer service-based training this year, and staff are constantly encouraged to go the extra mile for clients which has involved them carrying furniture up flights of stairs and cleaning client property. But the best example has to be the member of staff who drove a 70-year old landlord client to watch the Croydon half-marathon from which he had to withdraw after injuring his ankle. The agency’s founders themselves are so committed to providing great customer service that they follow up on every client complaint in person and within the complainants home, which they say is all part of their personal service.

Young London Judges commended Young London for its innovative approach to staff recruitment, which focuses on individuals without agency experience who currently work in market sectors famed for their customer service excellence, such as hospitality. The panel also praised the use of staff surveys to determine staff bonus levels. Going the extra mile is second nature to this agency, with one staff member having recently liaised extensively with the parents of a German tenant who was homeward bound but delayed in transit. Wine tasting networking events for landlord clients are a unique aspect of Young London’s service offering, as is its team’s in-depth knowledge of the London boroughs in which the agency operates.

silver

Sewell & Gardner

bronze

Sewell & Gardner prides itself on its attention to detail when it comes to customer service. Take its magical mystery tours, which initiate new arrivals to Rickmansworth where the agency operates, and its rental investor tours for new investors. Then there’s its customer charter, which promises to deliver consistently high and transparent service. Staff are exceedingly polite and think nothing of spending time with clients and tenants to ensure they fully understand the intricacies of the lettings market and the agency’s service offering, or in helping them on their days off, which they consider to be central to their pledge to go the extra mile. Judges praised the agency’s focus on its staff in helping them to offer great service as much as in ensuring its systems and processes are robust and compliant.

lettings franchise

Best Lettings Agency Franchise Belvoir

SPONSORED BY

Belvoir’s customer service proposition is at the core of its business proposition, along with professionalism and lettings specialism. This is ensured through a robust selection process for new franchisees, unique territory research, a good induction process, innovative marketing and good development of new business opportunities. Judges praised the network’s strong brand investment, online PR, and its novel creation of a premises coordinator. They also commended the quarterly regional franchisee meetings, BTL seminar support, which the network has continued to run despite being busy with its flotation on the Alternative Investment Market at the start of the year. Business development teams visit offices to ensure brand guidelines are adhered to and processes complied with, and strengthened centralised audit systems and processes optimise credit control.

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Your Move silver Judges praised Your Move’s franchise proposition’s strong marketing and consistent standards. Its bespoke Quicklet IT system ensures robust systems and processes are in place, with regular audit checks and business review meetings undertaken regularly. Your Move’s franchise vision is to empower franchisees to be passionate and professional about their business, and to deliver outstanding customer service standards in a consistent basis, in keeping with the rest of the Your Move business. Franchisee clients have access to group services, including emergency contractors and online access to lettings documentation.

Best Innovation College & County

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College & County was the clear winner of this award category, with innovation at the core of every inch of this lettings business. From its interesting use of YouTube video tours of all student listings to avoid overnight queues before release day, to competitions on its Facebook page to generate student interaction and help manage maintenance issues, this agency clearly prides itself on market-leading initiatives. This stands it apart from its competitors and offers tenants a tough service proposition to beat.

Best Marketing marketing lettings agency

Gibbs Gillespie Gibbs Gillespie’s HS2 marketing campaign won it the accolade of marketing champion. Judges praised its ability to offer landlords support at a time of immense confusion and concern in the marketplace, and described its innovative approach to a potential threat to its business as inspiring. This has been possible thanks to its emphasis on training and support for staff, ensuring that its brand is represented to the highest standard. The judging panel also applauded the agency’s efforts to build a long-term brand profile over the typical canvassing of properties undertaken by competitors for short-term gain. Staff got thoroughly behind the campaign and even featured in high profile media interviews, including a YouTube clip of London mayor Boris Johnson.

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Greene & Co

silver

This agency’s internal communication programme, The Greene Way, sets the standard for staff involvement, collaboration and education within the business and outside in the wider community. A dedicated in-house marketing team is responsible for its delivery, which is highly valued by all staff members. The programme is reviewed every six months to ensure Greene & Co is being represented in line with its standards throughout internal and external marketing. The aim of the programme is to ensure that staff are genuinely interested in matching the correct tenant to their landlord clients’ property, and to ensure that the agency’s brand and ethos are not forgotten when chasing a deal.

Young London bronze

This agency was applauded by judges for investing in a long-term strategy of raising brand profile with its PRS Communication Campaign, which offers a market sector news update online, via an e-mail bulletin, in a printed monthly newsletter and twice a year as a magazine. Recipients include applicants, tenants, current and potential clients, potential partners and a network of industry peers. All Young London’s communication is devised and written in-house, which promotes service consistency, from contact with office personnel through to printed material. Statistics show that in 2012 there were 190% more guest contributors to the PRS update, and that distribution increased by 269%.

GOLD

outstanding contribution lettings agency

Outstanding Contribution to the Lettings Industry Tim Hyatt

SPONSORED BY

How H ow c can an w we eh help elp ttoday? oday a ?

Tim Hyatt is on record as stating that, “he loves the industry” and it is this passion which has enabled him to enjoy a lengthy and illustrious career in lettings and estate agency, respected by his peers and the public. Since starting out at the age of twenty one, his passion and commitment to improving the standards and public perception of agents and agencies is exemplary and continues to this day, and we are delighted to publicly acknowledge his achievements with this award. Throughout an illustrious career, he has never faltered from applying stringent standards to his own work ethic and has consistently gone above and beyond in sharing this ethos with his teams, an attitude which he attributes to the experiences and culture he experienced at the first agency he worked for. Starting at grass roots level, he undertook a thorough grounding in all aspects of lettings and property management, moving up through the ranks to become a partner in the world’s largest privately owned estate agency. However it wasn’t enough for this individual to work at improving the standards within his own team, he also wanted to work with other like-minded agents to enrich the industry values as a whole and ensure that the public felt confident and secure in the services they were receiving. With this in mind, he became ARLA president and during his tenure, membership numbers rose to their greatest level. This was due in no small part to his increased emphasis on marketing the body to both businesses and consumers, and his decision to immerse himself within the organisation and get completely involved with all aspects of its work.

We feel that there could not be a stronger demonstration of the ongoing enthusiasm and dedication he still shows for the industry he has made his own and no individual more worthy of being acknowledged by his peers for the contribution he has made to our industry.

block management lettings agency

Best Block Management The Ringley Group The Ringley Group epitomises block management excellence. Judges described the firm’s leadership as second to none, thanks to its ability to make block management sexy, and its services as fantastic. These include survey, valuation, property and facilities management services, as well as sales and lettings to private, commercial and industrial clients. Judges particularly liked the firm’s mission statement to lead the market, generate recommendations, be known for giving clear, sound property advice and delivering creative property management solutions, as well as its team work to ensure consistently high levels of service. But it was its community efforts, which truly stands Ringley apart from competitors, including its education and youth development programme, which offers work placements to students at local schools.

SPONSORED BY

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Thomson & Moulton Judges described Liverpool-based Thomson & Moulton as a good local lettings player operated by a solid team. The firm became part of the Sutton Kersh Group in 2007, which resulted in the property management specialist expanding its service to a offer a fully-comprehensive lettings and management proposition, which includes commercial property management. Its enhanced offering has resulted in its managing 7,300 units across more than 100 blocks. Judges praised its userfriendly website and personal service.

bronze

Alexandre Boyes This Tunbridge Wells agency is a highly reputable agency offering a range of lettings services. Judges praised its fantastic service standards and high street presence, as well as its ability to ensure excellence is at the heart of everything it does. Judges liked the agency’s dedication in using local contractors to minimise landlords’ costs, as well as its pledge to make all systems, processes and client communication as comprehensive and transparent as possible.

Best Newcomer newcomer lettings agency

Anderson Rose Judges waxed lyrical about this Shad Thames-based agency because of its ability to build strong relationships with local clients through the use of, for example, personalised letters. A healthy sense of urgency and genuine compassion underpins great service levels, which are driven from the top by highly-driven leaders. Exceptional service levels are standard, with one staff member having recently waited in the office for a couple of hours after closing to conduct a viewing while the applicants first went for dinner. Calls are answered by exceptionally polite staff, who are experienced lettings professionals with in-depth industry knowledge in their possession.

SPONSORED BY

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Direct Let silver

bronze

Judges loved this agencyâ&#x20AC;&#x2122;s tenant-focused service, which offers a property search service, utility price checking, contents insurance and free credit checks, to name but a few of its features. Landlord services include property management, a rent guarantee service and regular industry updates. The panel describes its website as revolutionary and its active marketing campaigns as refreshing, with leaflet drops undertaken every six weeks and all boards featuring Quick Response codes. Phone lines are open until 8pm on weekdays and until 4pm on the weekend. Investor evenings for landlord clients are hosted regularly, which demonstrates this agencyâ&#x20AC;&#x2122;s commitment to high quality customer service.

Red Door Homes Chatham This agency differentiates itself by not requiring a tenancy deposit, accepting housing benefit and inviting tenants to barter on advertised rent levels. Launched by former landlords and developers, the brand is based on user-friendly services, which for landlords include a step-by-step guide to the rental process, with transparency core to every aspect of the business. Judges particularly liked the agencyâ&#x20AC;&#x2122;s offer of a bond insurance scheme for landlords but funded by tenants, which has helped grow the business by 90 properties.

student lettings agency

Best Student Lettings Agency College & County

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gold

silver

Sponsors of a college sports team, the provision of time for students studying real estate in Oxford for their dissertations and providing valuable market insight for student tenants is part and parcel of College & County’s student service offering. Presentations on what students should expect from student life, featuring environmental experts, are hosted for each new student intake, while Facebook is used extensively to help manage property. All managed properties have a private Facebook group that tenants are registered to, so they can upload pictures of issues for the agency’s property management team to resolve. Comprehensive FAQs help limit tenant enquiries, as does an employment policy to employ students studying real estate. A computer station is provided in the university campus-based office for students to browse properties. Twitter is used to inform landlords of investment opportunities in the student market and to offer project management services for renovation works. Overall, a highly impressive, student-centric agency most deserving of this award win.

Your Move A proactive campaign to attend university fairs and let boards outside managed student properties branded ‘student let’ is central to Your Move’s student offering, as is sponsorship of events such as Freshers Week and participation in student welfare presentations. Student business is largely won via word of mouth and through student magazine features. Landlords receive a student accommodation check list to ensure properties are up to scratch for student tenants, which Your Move’s teams support them in doing. A caretaker service is provided for landlord clients, which includes weekly routine visits to property during non-term time, while a national centralised call centre deals with any overflow in calls.

Cardiff Student Lettings shortlisted 46

Lettings Supplier of the Year Vivid Living Judges were wowed by Vivid Living’s “impressive” service levels, which include ‘same day’, ‘next day’ and ‘whenever required’ options for all of the furnishing firm’s 1,882 products. These range from teaspoons, beds, move in packs and full furniture packs to entire turn key-packages with a food-filled fridge if requested. No job is too small for this Hampshire-based business. A recent demonstration of its willingness to go that extra mile for clients involved the provision of three pairs of pencil pleat curtains complete with new curtain tracks within 24 hours for a property being tenanted the next day. This is thanks to its unique selling point - the fact it manufactures its own cushions, curtains, curtain poles, brackets and upholstery under one roof.

gold

silver

Imfuna Imfuna’s digital inventory Smart phone app is the result of two forensic engineers’ efforts to create a building inspection tool, and allows users to input data, transcribe dictated notes and create reports. So, it’s no wonder that 25 major lettings agents throughout the country have been quick to take up the technology just 10 months since its launch. Judges loved the ability of the app to reduce property inspection to published inventory report times by 75%, as well as the ability to create agency-branded, customised versions of the report using photography where provided. KS Property Rentals, which manages more than 1,200 properties and processes up to 30 check-ins per month, has been able to reduce its inventory report publication time from two hours to 30 minutes by using the app.

technology & online

Best Technology & Online Lettings Agency

lettings agency

MyLondonHome Judges were overwhelmed with examples of IT excellence at this London agency, but the one that stood out was its bespoke help desk software system, HelpSpot. Email queries are categorised according to the issues involved as they are received in the agency’s inbox. Staff can monitor the status of registered issues in real-time and identify any outstanding issues that need addressing. The agency’s phones are linked to the system. Ipads are used for valuations and live chat on its website. In all, judges agreed that MyLondonHome’s IT innovation made them worthy winners of the gold award.

SPONSORED BY

gold

Foxtons PASSIONATE ABOUT PROPERTY

silver

Foxtons’ IT submission blew judges away because of its robust, bespoke software system with which the agency services clients at every stage of their lettings experience with the firm, which is no mean feat for a firm that undertakes 17,000 lets with 76 staff. Foxtons’ website sees more than 60,000 unique visitors and 16,000 page impressions per month, with web chat available and Ecosign available for both tenants and landlord clients. An impressive 25 developers work on Foxtons’ technology, with five staff dedicated to its website.

Karl Tatler bronze

Communication underpins every aspect of Karl Tatler, which explains its recent heavy investment in an overhaul of its website, which features a wide range of images that are updated on a weekly basis. All staff are contactable by clients on their mobiles 24/7. The introduction of automated signature service, Ecosign, is improving the efficiency of its lettings service by reducing the time it takes for clients to return documentation, and the costs of postage for the agency in the process.

training & development

Best Training & Development

lettings agency

Northfields

SPONSORED BY

gold

Northfields believes that training is key to a happy and high-performing workforce, exceptionally satisfied customers and sustained business growth, which is why it has employed an employee development consultant and a head of training and development. This follows on from its investment in a dedicated training suite. The London agency offers a graduate training programme to attract the highest calibre staff to support its renewed focus on customer service. A mentoring system supports all new employees, with weekly training sessions focused on improving communication between staff members and improving industry nous.

Streets Ahead Judges loved Streets Ahead’s approach to training, which is framed around its customer reviews, which it monitors closely. In fact, they couldn’t talk highly enough about the Croydon-based firm’s commitment to ensuring that staff are well-equipped to deal with client queries. Traditional training sessions are complemented by a supper club, which invites eight staff members from across the business to a restaurant of their choice to network and chew the fat about their week’s work.

silver

bronze

Edmund Cude Judges praised Edmund Cude’s ‘hugely impressive’ training proposition, which pays for all staff course fees and awards bonuses on completion of each course, which help to cultivate a culture of ongoing learning and loyalty. The agency believes that highly-trained and well-rewarded employees are key to excellent customer service, which is why team members are encouraged to specialize in particular areas of the lettings market. A graduate entry programme and a summer internship programme are also on offer.

Hamptons International bronze

The breadth of Hamptons International’s training programme is outstanding, with judges praising the agency’s development of its staff over the last few years. Its attention to detail in its training has created a truly open-minded and innovative agency, which values staff and encourages ongoing learning. The agency trained 1,125 staff members last year alone. Staff are offered one extra day’s holiday and one unpaid day’s leave for a variety of social causes.

Karl Tatler – shortlisted

THANK YOU | To the Judges The Estate Agency Events team would like to extend a huge thank you to this yearâ&#x20AC;&#x2122;s judging panel:

Chairman of the Judging Panel: Christopher Hamer, The Property Ombudsman

The Judging Panel: Stella Cowling, Property Marketing Consultant

Henry Prior, Industry Expert

Peter Chapman, Industry Trainer

Marveen Smith, Principal, PainSmith

Susie Crolla, Chief Executive, Guild of Letting & Management

Glyn Trott, Managing Director, LetMC

Richard Davies, Residential Operations Director, Chesterton Humberts Simon Duce, Managing Director, ARPM Jane Ingram, Head of Lettings, Savills

Julie Twist, Managing Director, Julie Twist Properties Alec Watt, Real Estate Professional & Entrepreneur Julie Westby, Lettings Specialist Simon Whale, Director, Reapit

Nick Leeming, Business Development Director, Zoopla

We would also like to thank Mark Hayward, Chairman, NFOPP who kindly acted as Arbiter during the judging process.

With thanks to all of our sponsors and supporters:

How H ow c can an w we eh help elp ttoday? oday a ?

Organised by: The Chapel, Reigate Road, Leatherhead, Surrey KT22 8RA 01372 370847 info@estateagencyevents.com www.estateagencyevents.com