2016 Estate Agency of the Year Awards - Judges Report by The Academy

Sponsored by

Marsh and Parsons first opened its doors over 160 years ago but manages to provide its clients with service and technology fit for a 21st century business. When it was bought by Peter Rollings and Liza-Jane Kelly in 2005 with the backing of The Sherry FitzGerald Group, it was a well regarded brand but under careful and calm steerage, they managed to transform it into a force to be reckoned with – no easy task in the crowded London marketplace. The aim at Marsh & Parsons is crystal clear: to build long-term relationships with clients based on energy and expertise. The team takes a collaborative approach to selling houses and it’s evident that open and honest communication with clients is central to this ethos. They differentiate themselves from their many competitors by promising AND delivering excellent service across the breadth of the estate agency platform; whether clients are looking for new homes or seeking an international relocation to London, the Marsh & Parsons team have the expertise and passion to meet these requirements head on. The office network works together as one so buyers and tenants have huge choice of properties whilst vendors and landlords can access a wider pool of prospects. The directors are extremely hands-on and lead by example; Marsh & Parsons is fully compliant and offers a transparent service with no hidden surprises. They take an active role in recruitment so candidates are interviewed by the senior team to ensure they’re a good fit for the company, not only in terms of attitude and ability but also with regard to their position within the existing team. The training and development programme has been carefully planned to cover a far-reaching combination of technical and soft skills. An intensive three-day induction prepares new recruits to meet the rigorous Marsh & Parsons standards. The culture is inclusive and as such the team is encouraged (and expected) to become part of the local community. They have strong relationships with schools and charities in the surrounding areas and work with them through direct sponsorship but also through non-stop involvement and the donation of services, such as sharing their marketing expertise. The provision of information is a central tenet of this business and the team provides a wealth of information through numerous channels. The website is excellent – fresh and easily navigable, and it answers practically any question a client might have, especially through the local know-how sections, FAQ’s and the jargon buster. They offer excellent relocation services for oversea buyers wishing to move to the capital, working with over 600 corporations to help them relocate any one of their staff from senior executives to graduates. The international team speaks 17 languages.

Best Estate Agency OVERALL WINNER

Sponsored by

There is a mixture of key and corporate services on offer and each has been designed to meet the expectations of a demanding and busy client base. Many are cash rich and time poor and keen to progress their transaction as quickly and as smoothly as possible which is where Marsh & Parsons steps in. They’ve formed partnerships with relevant local businesses so they can recommend favoured suppliers and offer free gifts to clients, from house cleaning to computer services. 2016 has seen a number of changes to the business, not least the retirement of CEO Peter Rollings following the acquisition by LSL in 2011. It is testament to the strong foundations built by Peter, Liza-Jane and the team that Marsh & Parsons has continued to operate at the same high standards through the transition period – that’s how entrenched the culture and values are. When deciding on the winning agencies, the judging panel is always careful to consider the actual customer experience and they replicate it wherever possible through a variety of methods including mystery shopping and careful research. With Marsh & Parsons, the proof of the pudding is definitely in the eating - the judges found the service, communication and expertise to be exemplary every single time.

Connells Group

Sponsored by

The panel believes Connells Group to be an exemplary business. The mystery shopping results were excellent, which in itself is very good considering the size of the company. The level of service offered is great and is aided by the contact centre and software. The mantra at Connells is ‘reaching new heights’ and the board empowers their team to meet this via a number of methods from iPads to marketing campaigns. There is a defined career path and rewards to retain the best people – they enjoy unrivalled retention. Everyone is expected to work hard – it’s a demanding company but the rewards are there for the taking. They offer 150 apprenticeships and have also signed up to the ‘Good Recruitment’ initiative. It is respected in the industry and the panel was impressed with the number of new branches opening on the high street. Connells Group is a great all-round company operating to a successful formula but always with one eye on innovation.

Reeds Rains GOLD

Reeds Rains is successfully combining the best of corporate agency reach with thinking like an independent. As a business which is over 150 years old, it has seen innumerable changes to the market, legislation, taxation and myriad other issues and has successfully adapted and evolved the business model to meet these challenges. It is evident that the team are genuinely interested in building great client relationships. There is a positive culture with consistent standards; the latter is maintained through a mixture of auditing, MAZE questionnaires and Net Promoter Scores. The board reviewed the materials available to clients and now many of them have been moved from discretionary to standard. Reeds Rains has managed to position itself as a strong regional player more so than a national agency. It has its own identity and is growing brand awareness. The team has risen to the challenge, with the result that market share has held up on previous years.

SILVER

Your Move BRONZE

Your Move has been rewarded time and again in these awards and continues to demonstrate an exemplary commitment to customer service delivery. They’ve stayed true to the customer; the only thing that matters is their experience. Surveys and questionnaires are vital to understanding client motivation and satisfaction and they’re used in a considered way and to great effect. The training and development curriculum is thorough and covers general industry skills but also drills down into minute detail where required, for example during a specific marketing campaign. One example is the ‘It pays to be with Your Move’ media campaign which enabled Your Move to target its vendors more directly. As a national agency with great brand awareness, they truly deal with any number of different properties, locations and demographics. Rather than this diluting their offering though, they’ve embraced this diversity and seek to communicate according to the clients’ needs above all.

Best National Estate Agency

Marsh & Parsons

Sponsored by

The standard in this category was absolutely fantastic. The judges found it extremely difficult to separate the entrants out and commented that the attention to detail demonstrated by all entrants was astounding. Marsh & Parsons is an energetic, professional and knowledgeable brand. It operates in a relentless and tough market so the team constantly strives for improvement: they are uncompromising on service standards but fun and approachable. The directors understand how to get the best from their team and the clever pay structure incentivises everyone to cross-sell. Everything is measured from registration to post-completion and this transparency has reduced the fall-through rate and boosted client confidence through extended services. Marsh & Parsons had great mystery shopping results with a fantastic telephone response to both buyers and vendors. It has managed to walk the fine line between harnessing its reach as a large agency whilst retaining the personal touch.

Foxtons

GOLD

SILVER

BRONZE

Foxtons is always impressive. The service on offer is very good, focusing on big ideas with small touches. The local staff all work out of hours to show and value properties; no stone is left unturned to earn the high fees. Foxtons offices are spread across London and they work with an extremely multi-cultural client base, so the fact that the staff speak over 50 languages between them positions Foxtons as an agency that really does speak a different language. The MyFoxtons portal is excellent and provides yet another way for clients to easily navigate the moving process as clients have total transparency on their purchase/sale with 24/7 access to all documents and updates. Central audits are carried out and the board holds meetings to proactively address any issues ahead of time. The online reviews are very good and reflect the extensive and thorough service that Foxtons offers.

Chestertons Chestertons offers a full service with some impressive add-ons. There is a strong culture of promoting from within so many of the senior team have worked their way up through the ranks, and are engaged with the brand. Furthermore, having travelled this path themselves, they are keen to carry on the practice and mentor the rest of the team to do the same. They invest in the local community and there are numerous examples of involvement in charitable initiatives including a payroll charity scheme. They have also formed innovative partnerships with charities and organisations such as the Royal Academy of Arts, The Dogs Trust, Polo in the Park and Avios in order to provide both existing and potential clients with a range of rewards and experiences. The Chesterton standards are set out in a specific document, which is accessible to the entire team and it is expected that everyone meets these standards.

Best UK Large Estate Agency

Hamptons International The directors at Hamptons International are hands on but retain an overarching strategic view. They are passionate about their people and regard them as being as important to the business as the clients. They recognise that clients have changing needs in more difficult times, and so go above and beyond with continued training to meet these increased demands. KPIâ&#x20AC;&#x2122;s are measured and acted upon: these showed that there was a sharp call spike after 8pm so they extended the telephone hours. Appointments can be booked via a central hub from 8am until 9pm and via web chat until 10pm, and the mystery shopping highlighted that the team are friendly and knowledgeable. As a longstanding business, they have seen many market cycles so are taking care to future proof the business and make it as resilient as possible. Hamptons takes traditional service levels and care to another level; the empathy they show absolutely makes them stand out.

GOLD

northern ireland estate agency

2016

Sponsored by

Best Northern Ireland Estate Agency John Minnis Estate Agents Ltd This was a very competitive category with every entrant giving examples of great customer service initiatives in a very challenging market. John Minnis’ submission was extremely detailed and it is clear that from the director down, everyone at this agency understands the importance of procedures. The owner is very hands-on and spends a lot of time in each branch with the dual aim of both retaining his expertise and to build relationships with his staff. Their chief aim is to retain clients for life and they have designed a detailed strategy for growth. They’ve spent time creating faster and simpler procedures so clients are contract-ready much more quickly: conveyancing time has reduced significantly. The inspiring marketing campaigns operate over a number of platforms, and dovetail both online and offline activities. The results are measured to understand the ROI and future ideas are then amended accordingly. This is a great business.

GOLD

Simon Brien Residential LLP SILVER

BRONZE

Simon really knows his stuff. He is heavily involved in his business but manages to tread the fine line between being hands-on without stifling his team’s creativity. The business is really making its mark in the prestige market, and this achievement can be ascribed to their attention to detail. Regular contact is paramount; the clients feel valued as the team are often in touch, even if there is nothing to report. They are making headway in the digital marketing arena and market their properties across a variety of platforms dependent on the target audience. This is run in-house so they have total control over tone of voice and key messaging but also so they can be 100% responsive. It integrates really well with the new website and property microsites. The introduction of 3D viewings is showing promise, especially in the new homes arena, and has seen an impressive increase in viewings.

Tim Martin & Co

The panel felt that this was a really lovely, family-run firm. They offer a full range of services covering the entire spectrum of agency, and have worked hard to strenegthen working relationships with solicitors and accountants. The owner really cares about the business and his people and it is evident that this passion filters down to the rest of the team. He has recently expanded the business which has led to increased engagement levels with the community, although this is also due to the extensive work they do with local causes from schools to churches. The customer service is considerate and relaxed but they never take their eye off the ball; they want to see the customer walk out of the office with keys in their hand and a smile on their face. The help guides they’ve produced have been well received and helped position them as a well liked and knowledgeable agency.

Congratulations to all the winners of the Estate Agency of the Year Awards To promote ZPG membersâ&#x20AC;&#x2122; success, we will display your award winning logo on your agent profile pages on Zoopla and PrimeLocation.

To find out more about ZPG membership and opportunities for your business, contact sales@zpg.co.uk

GOLD

scotland estate agency

2016

Sponsored by

Best Scotland Estate Agency McEwan Fraser Legal McEwan Fraser Legal is an excellent business. They won the silver award in this category last year and the panel is pleased to once again recognise their efforts. They offer a diverse range of services including commercial and development management. It is evident that the clients come first and there are a number of impressive initiatives in place to meet their requirements: the offices are open until midnight in the week and until 22.00 at the weekend, and the staff speak over 17 languages. They have partnered with a number of high profile organisations to raise their profile including sponsoring three top-flight Scottish football clubs. They show a considered approach to marketing campaigns and the mix of online and offline activities was excellent, especially where the two were brought together. They are strongly committed to social responsibility and ensuring they offer a fully accessible service to all clients so brochures are available in braille, enquiries can be answered through a British Sign Language translator and specific searches are available for mobility-friendly properties.

GOLD

Aberdein Considine SILVER

Aberdein Considine is Scotlandâ&#x20AC;&#x2122;s largest solicitor estate agency, offering a combination of property, legal and financial services all under one roof. The financial service advisors have whole-of-market visibility so clients can access the best mortgage products. The team is fully compliant and are members of all the key industry bodies. They have a high profile presence on social media and were among the first in Scotland to realise the value of building an online following; the levels of engagement on Facebook alone is mind blowing. In order to maintain control of standards, they keep all departments in-house. The marketing team produces huge amounts of content, which is promoted on social media and this has led to an increase in inbound enquiries. The directors take a careful approach to recruitment and have put together a team of people who are extremely diverse in terms of experience and background but who share a common goal of going above and beyond for their clients.

CONGRATULATIONS TO ALL THE WINNERS each winner of these awards is provided with a professionally-designed toolkit after the event. Featuring window cards, press ads, e-mail signatures and press releases, as well as photos from the day and logos, the Winnersâ&#x20AC;&#x2122; Toolkit ensures that agents can maximise the publicity of their success. Gold winners have the added benefit of receiving a professionally edited video of their agency collecting the award and being interviewed at the event. The main contact for the winning agents will be contacted directly during the week after the awards.

GOLD

wales estate agency

2016

Sponsored by

Best Wales Estate Agency Roberts & Co Roberts & Co offers a full service through dedicated sales progressors and extended opening hours. The team strikes the right balance between technology and personal service; they spend quality time with clients and also encourage them to use innovative tech such as the Roberts & Co app. They have managed to reduce the completion time by a significant margin through increased focus on communication. This is a relatively new agency that has shown fast growth through good and challenging market conditions. The mystery shop was solid, showing attention to detail across both telephone and web enquiries. The panel was impressed by their involvement in local causes, especially with regards to educational initiatives. The team spends time in local schools to present to the students on the property market, explaining the process, from what a mortgage is and how to get one, to more generic financial management and the conveyancing process.

GOLD

McCartneys Mid Wales SILVER

The range of services on offer is very impressive. The team understand their location and their client base and seek to meet requirements accordingly. Mid Wales is a very distinct and aspirational marketplace so itâ&#x20AC;&#x2122;s all about the lifestyle. They use drones to take elevated photographs to really show off the scenery and this is having a huge impact on the particulars. The team participates in a number of activities to raise brand awareness and profile including using their auction expertise for local school events; McCartneys really is embedded in the community. The directors invest heavily in technology and they have a real go-getting attitude which is filtered down to the staff, who in turn can be confident of a clear career path and ample opportunity. Training and development is taken very seriously and there is a provision for both technical and soft skills. This is a business seeking to find the extra edge wherever it can.

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Pygott & Crone It is a delight to once again recognise Pygott & Crone as a stand-out agency. The directors have invested heavily in technology over the past 12 months and now provide a fully joined up contact platform which is not only benefitting the clients but also streamlining business processes. The new contact centre fields a high volume of calls and is fully integrated with the CRM system. The phones are staffed by negotiators so clients can have their questions answered without delay. Clients can log in to their own portal to access documents and check transaction progress – analytics show that many clients are using this functionality. Pygott & Crone carries an impressive employee number compared to its branch network and the breadth of experience offered by the team ensures that clients receive an impressive service. Sponsored by

Charters Estate Agents GOLD

GOLD

Charters provides a professional service with a focus on transparency and accountability. They’ve introduced Community Champions to support and raise money for local causes and they’re well liked and respected in their location. The training department ensures all staff are highly trained and informed, and without exception, every one of the eclectic team has been recruited primarily for their life experience and attitude over and above industry experience. The directors seek to employ quality people from different walks of life and then train them to become estate agents. The director is incredibly handson and has created a market-leading business. The panel felt that Charters Estate Agents is a genuine success story; it’s grown rapidly over the past seven years and built a great reputation for providing brilliant service that gets results.

Best UK GOLD

Logic Estates Logic Estates operates a regular standards check with a minimum 80% KPI pass mark required. If any weaker areas are identified, they are then dealt with and improved quickly. The directors mentor their team and hold fortnightly training sessions to ensure skills remain sharp. The panel was particularly impressed with the ability to view properties online, with the extra twist that after viewing, buyers can then book an actual viewing online, or select the option of not viewing with a reason why. This ability to gain real time feedback from people who had initial interest in a property allows the team to give specific client feedback and the scope to suggest changes to any number of things in order to increase the likelihood of sale. They have invested heavily in technology and again, have thought outside the box by entering into a profit sharing agreement with their IT provider; it’s therefore in the interest of all parties to make the online offering as slick as possible, but with real value for the clients and the business.

Best UK Medium Estate Agency

Best UK Small Estate Agency

K Single Office Estate Agency

LONDON ESTATE AGENCY

medium agency Portico is very clear as to the ethical way it wants to operate. The majority of the staff are promoted from within so the level of knowledge is exemplary, and client care is always delivered to Porticoâ&#x20AC;&#x2122;s required service standards. The team is extremely motivated as they can see a clearly defined career path. The Portico Places card gives buyers and sellers discounts at local businesses, and a branded move-in bag given on completion day provides a selection of helpful items from a bottle of wine to a toilet roll. Clever use of a newsletter helps them keep in touch with both buyers and sellers, providing an informed round-up of market intelligence and property particulars. Vendors can access two levels of service: comprehensive and concierge, which includes discounts on verified tradesmen and cleaning services, even for vendors in their new properties who have purchased through other agents.

2016

Sponsored by

GOLD

Portico

SILVER

Martyn Gerrard medium agency GOLD

SILVER

SILVER GOLD

Martyn Gerrard takes a holistic approach to agency, which is impressive in a business of this size. All staff are trained in both sales and lettings disciplines so can interact with any client at any time, and can cross-sell products and services. The directors realised that as the business expanded, the team were feeling less attached so they held two culture days to reinforce the brand, culture and philosophy which were both educational and fun. A manual was also produced to accompany this so that the employees can access the teamship rules and processes whenever they need to. The recent introduction of fully immersive 3D viewings has seen impressive take-up and is allowing the negotiators to qualify the motivated buyers much more easily, reducing time wasted and time on market. They enjoy a dominant local presence which has been built up through a considered range of activities from community involvement to multi-platform advertising.

Best London Estate Agency Anthony Pepe

Anderson Rose

The team at Anthony Pepe is always seeking to improve and innovate. They are totally well prepared for any situation: trained and motivated. Everything is thoroughly reviewed by an independent audit and the systems are tweaked to ensure absolute consistency, however they do allow for differences in each branch to suit the local demographic. There is a fab culture at this agency â&#x20AC;&#x201C; they are always trying to better themselves and regularly come up with fresh ideas and innovations. The management team runs a tight ship but are always friendly and approachable. The staff are trained in communication skills and they regularly participate in role play exercises to ensure theyâ&#x20AC;&#x2122;re fully prepared for any number of situations. There are some excellent initiatives which are benefitting both turnover and profit, as well as building excitement and engagement in the local community.

Anderson Rose demonstrated some groundbreaking initiatives across the entire business proposition. The directors spent time looking at the online offering and redeveloped the website and social media activity to ensure they were 100% consumer focused and user-friendly. The result is an online presence that is fresh and interactive with a well-defined plan as to what needs to be achieved. The culture is solid and the entire team is very clear on why they like working for Anderson Rose. The video viewings stood out as a mark of excellence: they have been a groundbreaking winner for their area and has allowed them to cover outer London areas by partnering instructions. The solid testimonials show the team is fully connected with the clients and their requirements. Anderson Rose is an agency intent on delivering a 21st century service through experienced personalities.

small agency

single office

Paramount Ivy Gate

small agency The staff at Ivy Gate are nurtured and rewarded so retention is very good and they are carefully able to reconcile profitability with clever customer service. They are highly skilled at building relationships and enjoy a good reputation in their location because of this: this is a valued and trusted brand. The directors are hands-on and spend a lot of time mentoring and training the team. They focus sharply on making sure every part of the moving process is efficient, tweaking it where necessary for constant improvement. The online offering has been well designed so it fully supports and conveys the Ivy Gate ethos and philosophy. The mystery shopping results were very good across both telephone and email and clearly proved that Ivy Gate provides a fully joined up service in every interaction.

single office

The panel were impressed that all staff have to be either ARLA or NAEA qualified, including the admin team, so that anyone can assist a client, whether in person or on the phone. The array of services on offer is exemplary, from lock out agreements to minimise gazumping and gazundering, to a house doctor and a seven-day promise. The staff are well incentivised via a suite of carefully considered rewards; Paramount appears to be at the top of its game for training and encouragement with the result that sickness and attrition has reduced. Mystery shopping is carried out regularly and there is strong evidence of their attention to detail via online reviews. The panel were pleased that this was backed up by the awards mystery shopping exercise. Paramount has a keen involvement with local charities and causes, both in terms of money raised and time spent helping.

EAST OF ENGLAND ESTATE AGENCY

medium agency

Intercounty is a phenomenal agency; it takes the view that the process is the same but it’s the art that differentiates. Each branch is mystery shopped every other month and the results are shared with the wider team. They understand that clients are extremely busy and seek to meet their requirements wherever possible. The telephone lines are open for extended hours and are staffed by Intercounty employees rather than a third party. The directors encourage the team to interact with each other so passport days allow staff to work at a different branch for a day and the birthday breakfast club provides a breakfast for people who share birthdays – this dual approach has led to a more coherent service across the disciplines.

2016

Sponsored by

GOLD

Intercounty

SILVER

Thomas Morris medium agency

GOLD

SILVER

SILVER GOLD

This is a brilliant agency with a team of likeable and enthusiastic agents. One key stand out is their willingness to improve: they don’t rest of their laurels and believe that they can always be better. The directors remain hands-on and are always available to the team but they never meddle – the staff enjoy a high level of autonomy. One recent initiative saw the entire team participate in a prospecting session for all dead leads with some impressive results. They enjoy high levels of referrals, and they measure these so can effectively analyse any ROI. The directors invest heavily in business analysis and they use a variety of means to mystery shop the branches, and assess the impact of any online or marketing activity. Both vendors and buyers can feel confident of a fantastic service when using this agency.

Best East of England Estate Agency Frost’s

Thomas Marsh

Frost’s offers a wide range of services including a dedicated advisor solely for buy-to-let advice. One idea that particularly impressed the panel is the bespoke track record brochures. They have a number of these tailored to the specific services and locations they cover so they can take one to a viewing and it gives the prospective client an overview on Frost’s track record with similar developments or properties. These contain all manner of measurements from price achieved per square foot to time on market alongside market commentary. These provide an impressive visual showcase of Frost’s expertise. Vendors are also attracted to Frost’s through their valuation/ instruction chain process and excellent video testimonials: since their introduction, conversions have increased. Staff enjoy monthly one-toone sessions to focus on a ‘one key skill’ action plan. These are followed up and the team is rewarded accordingly.

Thomas Marsh is a fantastic business trying to take a different approach. 24 hour communication is a key rule so all clients can expect feedback within this period. The CRM system has been designed and implemented by the business owner so all desired deliverables are provided exactly as he wants them, and within exact parameters. This system also means that he can measure a number of different performance indicators, enabling the business to respond and evolve quickly according to feedback and KPI analysis. Staff can access a number of incentives and are all extremely well trained across of variety of technical and soft skills; their dedication to providing great service was clear in the mystery shopping results. Located in a competitive marketplace, Thomas Marsh is an excellent example of a business punching above its weight.

small agency

single office

Ashton & Charters single office

Ashtons

small agency Ashtons is a very successful business which has a laser focus on customer and staff engagement. Having invested heavily in office refurbishment and increased their commitment to training and market share, they will be a force to be reckoned with for many years to come. Employee engagement and the NPS score is incredible, and they have been recognised by The Times as one of the best small businesses to work for. They spent a lot of time redesigning the customer journey to make sure it was as friendly as possible: the applicant forms have been changed to allow much more open communication between the applicant and the negotiator. Post completion, they endeavour to stay in touch with their clients as often as is appropriate – this has resulted in impressive levels of repeat business.

Ashton & Charters is an agency showing tremendous amounts of initiative. The marketing and social media activity is exemplary, and the value of these activities is greatly enhanced by the fact that more often than not, they’re simply sharing the amazing service that this business provides. The appraisal system has been amended to create a relaxed and honest atmosphere where staff feel they can be totally honest, and this in turn has extended to the clients: everyone using this agency can feel confident that they will receive trustworthy advice and a service that goes above and beyond. There were numerous examples of truly joined-up service and the focus on clear communication between all stakeholders is paying dividends with a high number of referrals.

MIDLANDS ESTATE AGENCY

medium agency

Pygott & Crone is perpetually successful and the panel is impressed that it is able to constantly improve its already high standards. There has been a massive investment in technology so the team can focus on providing personal customer care whilst being confident that any administrative requirements are being met by the CRM programme. The web developer is in-house so they can update the website in real time, and customers have multiple ways of interacting through the website via contact forms, videos and links. The branch network is spread over a wide area of Lincolnshire and the team manages to maintain consistency across every office. In addition to the agency branches, there are specialist offices for new homes, commercial and customer care. With nine residential offices Pygott & Crone is at the lower end of the medium category but the panel found that it is more than able to compete with larger businesses whilst keeping flex and speed.

2016

Sponsored by

GOLD

Pygott & Crone

SILVER

Butters John Bee medium agency GOLD

GOLD

SILVER

The panel found Butters John Bee to be an enthusiastic and knowledgeable agency. They attract new clients through multi-channel routes and are able to transact by both private treaty and auction. With a heritage that dates back to 1853, the directors have managed to successfully hold onto this pedigree whilst moving with the times so clients can access an agency which has almost unrivalled longevity but systems and processes that are vital to 21st century transactions. Communication is regular and valuable: newsletters contain useful information about market conditions and updates as well as tailored property suggestions. The team participates regularly in local events and causes and they give their time as well as donating money. As a 17 branch business operating in three very large counties, this is an agency which should be extremely proud of its consistent and focused proposition.

Best Midlands Estate Agency The Lex Allan Group

Campbells

The directors at Lex Allan Group constantly challenge themselves and have created a business which gives smart responses to client feedback. Lex Allan know their market which is why they created a Junior Agents Pack. These are handed out to children at market appraisals so the parents can focus on the appraisal! Children are encouraged to draw a photo of their house, have a ruler to measure rooms and get their own business card. The entire team is engaged with the new homes offering and everyone is encouraged to build relationships with developers and contractors so they are collectively evolving and improving the breadth of the new homes department. They understand that you need to make things happen once the sale is agreed, which is when their service really kicks in. They take a proactive approach to push sales through and are prepared to go the extra mile.

Campbells is an innovative agency which is heavily involved in the local community. The team is constantly involved with local events and initiatives and it utilises its database and social media activity to great effect in promoting these to maximise support. The director is passionate about the digital marketplace and has actively sought to learn as much as possible about how to maximise the potential of the online offering. There has been heavy investment over the past 12 months to move the business forward and the panel found that Campbells is a great example of a business adapting to the modern world, and the ever-increasing requirements of a demanding clientele. The director has complete trust in the people he has recruited for his business; each member of the team has individual responsibilities and autonomy but the director is readily accessible when required.

small agency

single office

BuckleyBrown single office

BuckleyBrown is a new business showing significant growth. It operates in a competitive market but has gained great market share in the short time itâ&#x20AC;&#x2122;s been operating: turnover and profit has increased hugely. The team understands that in a crowded marketplace it can be tough to stand out, so theyâ&#x20AC;&#x2122;ve investigated every area of the business and tried to differentiate wherever possible. The marketing plan is proven and clearly shows the clients their service delivery objectives, with the result that vendors fully understand the selling process. The attentive customer service continues after completion through a series of calls to check the clientâ&#x20AC;&#x2122;s satisfaction levels and to gather feedback. The focus on communication extends to every area of the business so there is an impressive level of honesty and transparency throughout, from the directors to the junior staff.

NORTHERN ESTATE AGENCY

medium agency

Preston Baker is a fast growing and exciting company with innovative owners. It has a definite ‘challenger’ culture and ensures that new staff members are on board with the ethos by making use of psychometric profiling. Both the individual category judge, and the wider panel found Preston Baker to be an exceptional estate agency. The property launch strategy is inspired and there is clear evidence that they’re going great guns. They’re streamlined the marketing processes to get properties online as quickly as possible and have reduced their average time on market accordingly. The website has some fantastic tools including the cost of move functionality which really helps valuers have productive conversations with potential clients. The Local Eyes videos are brilliant. Monthly one-to-ones with managers ensures standards are being maintained and everyone understands the fundamentals of business. Preston Baker achieved near perfect mystery shopping results: this is an agency that is challenging the status quo.

2016

Sponsored by

GOLD

Preston Baker

SILVER

Manning Stainton medium agency GOLD

GOLD

SILVER

This is cracking business that does things properly. The team understands the importance of doing the basics really well and adding on the bells and whistles only when they’ve got this right. The website generates high levels of traffic and complements the rounded service offering, which includes financial services, conveyancing, auctions and new homes. The website is clearly a central pillar of the business, and the vendor and landlords portals are excellent. Professional photography and floorplans ensure high standards are maintained. The panel found that Manning Stainton is a dominant agency in its core markets, and is well-liked in its location, not least due to the team’s heavy involvement in local charities. Training is excellent and has been designed to complement the culture, so there is a focus on fun as well as learning. This agency combines the best of traditional service expectations allied with a first rate sales culture and superlative technology.

Best Northern Estate Agency Karl Tatler

Logic Estates

Once again, Karl Tatler has excelled; it is astonishing that he and his team can maintain their high service levels year on year. An outstanding entry and telephone interview was backed up by brilliant mystery shopping results in this category; this agency simply gets everything right. There is one point of contact for buyer and seller; they will chase the chain through and donâ&#x20AC;&#x2122;t rely on a separate deal progression department meaning there is absolute clarity throughout the transaction. This business is recognised as the local expert â&#x20AC;&#x201C; the in-house market report is stunning in its quality and content. The new responsive website for all mobile devices means that the way the properties are displayed is very slick and easily navigable. Training provision is second to none and a regimented, clear and aspirational career progression plan provides an open path for promotion, encouraging staff onto the next level when they are ready.

Logic Estates is a great business, which is clearly improving year on year. This agency is a market leader in 14 postcodes, a real achievement for a single office operation. They embrace training and technology to drive the business further forward, and the online viewing and booking system is exemplary. Not only does it provide a convenient service to clients but also saves time for the negotiators, and allows them to give improved feedback to vendors. The panel felt that this was an impressive initiative that could prove to be the way forward for estate agency. The training and induction programme is thorough and takes into account all required skills for agency from technical to communication. All staff can easily access training documents, and the programme is designed for the entire team from admin staff to management development training for team leaders.

small agency

single office

Propology Boutique Properties single office

Propology Boutique Properties is successful in these awards every year, and 2016 is no different. The owner has proven that she has kept her eye on the ball and remained true to her original vision for her business. Stock levels remain limited to enable the small team to provide a service level to satisfy even the most difficult client. She has taken her experience in boutique and high-end retail and applied this to estate agency with great results. They offer a unique service targeted at a niche market, and provide a complete package of moving services: there is a focus on quality customer service but with a fun and quirky twist. The marketing is discreet but with careful consideration given to the finer details of property descriptions and aspirational lifestyle imagery. They also offer a number of design services including architectural, interior and garden, alongside relocation services and portfolio analysis.

SOUTH EAST ESTATE AGENCY

Sponsored by

GOLD

SILVER

SILVER GOLD

medium agency Led from the top by a board of passionate and experienced directors, Davis Tate is a safe pair of hands for anyone wanting to buy or sell a property. The Davis Tate Way sets out exactly what is expected of the team, so there can be no doubt as to the level of service required for every single interaction. Two highly experienced compliance teams are office based and they make sure that consistency of standards is maintained across the branch network. There has been a focused attempt to build a close knit team across all offices and it is evident that this approach is working; the inter-office communication is exemplary, and all marketing is multi-office including new homes and commercial. The focus on internal promotion has also aided this ethos as managers have risen through the ranks from junior positions so they know the business inside out. Market share is impressive and the brand is trusted locally.

2016

GOLD

Davis Tate

Howard Cundey medium agency

Howard Cundey is an agency taking bold steps to meet the changing demands of a 21st century clientele. The directors recognise that customers have ever-changing requirements and they have risen to the challenge of meeting these in every single interaction. They have reduced their high street presence and formed three regional centres, one in each of the three counties they operate in, creating a centralised hub for all services. The branding is extremely effective and is immediately recognisable wherever itâ&#x20AC;&#x2122;s seen, whether on branded cars or signage at local events. Theyâ&#x20AC;&#x2122;ve created a fun character in Howard the Fish and are using him effectively on social media to increase brand awareness and engagement. The culture is inclusive and fun, and the directors have worked hard to ensure that the team continues to feel valued and secure despite the changes to the business.

Best South East Estate Agency Charters Estate Agents

Brock Taylor

Charters is a great business, and the panel felt it fully deserved the gold. Community Champions have been elected to get involved with local people. The team comes from a range of backgrounds and bring this experience to the fore when dealing with the intricacies and complications of moving. It was evident from the testimonials that the clients really value this level of expertise. Particularly impressive was the fact that the partners speak to every lost instruction in order to understand issues and dissatisfaction, then seek to apply the lessons learned to the business so they can continually improve. The new homes offering is excellent and they’re winning instructions from developers against tough competition. The excellent mystery shopping results backed up the judge’s findings.

Training and development is at the forefront of the ethos at Brock Taylor. There is a dedicated training centre and every single member of the team has their own training budget to cover both agencyrelated and soft skills. There is a real focus on trying to empower the individual and the panel found that this approach is reaping rewards with high levels of staff retention and engagement. The systems and processes are tested regularly and are amended or discarded depending on the results: this is a business unafraid to evolve as required. Every measureable is analysed and the results used for the benefit of the business. The team is happy to use any tool if it improves communication, and with a high number of clients working unsociable hours and overseas, the use of whatsapp, skype and Facetime is making them much more easily available. Brock Taylor is a great agency with engaged staff and an enthused clientele.

small agency

single office

Quealy & Co Jones Robinson small agency

This business is right up there with the best of the best. Jones Robinson is a dominant local agent and is well respected in the area, meaning they can command high fee levels as clients are confident they’re in safe hands. Heavy investment in training has increased the conversion rate to great effect, and there are tangible results on the bottom line. The directors have identified the core values that they feel are vital to their success and every member of staff applies these across the board. These are documented in the company bible and the staff are empowered to suggest any improvements they may think of. Feedback is encouraged and the team is surveyed twice a year. The virtual auction offering is innovative and provides an exciting point of difference for the consumer. Jones Robinson should be congratulated.

single office

Quealy & Co is an excellent agency providing the best service through a mix of traditional and innovative service. The directors have tried to create a culture that enables staff to take pride in what they do. A mix of realistic targets, access to great marketing tools and a strong social calendar ensures the team is happy and content. Everyone at Quealy & Co is fully aware of their strengths and seek to continually develop these but with a sympathetic approach: they understand that a great customer service offering must first and foremost be built on a solid foundation of knowledge and experience. They recognise the challenges facing traditional estate agents and are rapidly implementing new ideas and innovations to stay at the top of their game, but only where there is proven benefit to the client – they do not innovate for innovation’s sake.

SOUTH WEST ESTATE AGENCY

medium agency

The team at Richard James is approaching things a bit differently and there’s no question they’re in it for the long game. High performers are taken through a carefully mapped out development programme with a view to becoming a business partner at a new branch once completed. This is a great initiative as they manage to hold on to talent and drive territory growth and market share at the same time. It also empowers the junior members of the team by giving them an aspirational but achievable goal. They recently reviewed the systems and processes with the whole team so everyone is invested in the changes. Performance is tracked through a mixture of face-to-face, KPI reviews and technology. The owner has invested significantly in technology: he understands exactly what he is talking about and is prepared to invest smartly to achieve his aims.

2016

Sponsored by

GOLD

Richard James

SILVER

cj HOLE

medium agency GOLD

SILVER

SILVER GOLD

cj HOLE offers a tailored service to each client based on their individual needs; each property is subject to a bespoke strategy according to its size, location and price. The directors have invested heavily in the team: they hold regular team bonding sessions, plus they offer tailored training programmes alongside flexible working and sabbaticals. They’ve looked at business curriculums in other industries and cherry picked the best ideas. One great initiative was combining the sales and lettings departments; the hybrid teams sit together so clients can have crossed conversations with the difference disciplines to make sure they’re getting the most from their transaction. Not only has this increased the level of information accessible by the client, but also increases the ability to cross-sell services.

Best South West Estate Agency Sawdye & Harris

Atwell Martin Plymouth

The judges were utterly enthused by this business: the entire team at Sawdye & Harris is passionate about the industry, the customers and each other. They really understand people and what drives them during the moving process. Every client is treated as an individual and their preferences are always taken in account, especially when it comes to the regularity and method of communication. This tailoring simply enhances the high levels of consistency in their service delivery. They seek to innovate but only in line with their golden rule that it must improve the business or the customer experience; they steer clear of gimmicks. The business code and values are all client-centric â&#x20AC;&#x201C; the team has seven specific areas to deliver on and it is evident that they are motivated by the positive customer feedback they receive.

This agency employs a highly engaged team who take a discerning approach to stock to make sure that the properties on their books match their skillset and expertise. That they can take this approach but still offer a diverse practice is testimony to their great range of services. Theyâ&#x20AC;&#x2122;ve been able to grow the business by reacting swiftly to a challenging marketplace, and the quality of the new instructions reflects their ability. The directors spent time with the team to explain the changes, and to guide them through objection handling with thorough training. Specialist teams take clients through the moving process and their respective levels of expertise are utilised well. Solicitors are engaged very early on in the process so the conveyancing gets off to a flying start and both buyers and vendors are given an impressive level of post-completion contact.

small agency

Complete

single office

Saxe Coburg single office

small agency

Customer service is a core value at this agency and it is articulated through the marketing materials, customer testimonials and staff feedback. The directors have reinvented the business around customer service delivery and are striving to carve out clear positioning in the marketplace. The values and purpose have been clearly communicated and the panel found that everyone at Complete was fully invested in doing their part to achieve this vision. There has been heavy investment in the brand and copywriting has been retained in-house. Training is excellent and extensive so the team can access a wide variety of tools and are therefore all extremely well rounded. Regular spot checks and mystery shopping exercises keep standards high, and the processes are amended and tweaked, or extra training given, according to the results. Every vendor is given access to the MD if required which is a nice touch.

This agency is all about lifestyle and it successfully markets the properties on its books by promoting the lifestyle aspects of each one, ensuring that prospective buyers are inspired when viewing. The director is focused on making this business a market leader and has invested great effort in its growth and development. It has carved out a niche position in a crowded market and the panel found that this focus sets it apart from its competitors. There has been heavy investment in a rebrand, and this has had a huge impact on its reputation and stock levels. The cross-marketing agreements are a brilliant way to increase awareness of the business, with the added bonus that it increases profits through the activity of other companies whilst fitting in well with the lifestyle marketing angle.

GOLD

Best Innovation

innovation estate agency

2016

Sponsored by

Next Chapter Homes Innovation is literally embedded in all facets of this business. Launched in 2013, Next Chapter is consistently in the top three for market share in its area and this is testament to the approach of innovating wherever they can. The passion and energy behind this business is inspiring. The owners decided to ‘rip up the rule book’ when they started their agency so they have upfront fees, no contracts, live Facebook viewings and personal video messaging. The branding and materials are also unique – one particularly fun touch is the addition of Christmas lights on their boards. They believe that spending the first hour with the vendor on fee negotiation is not only a waste of time but also a negative for relationship building. If the fees are transparent and fixed then they can get on with the business of selling. This thinking also extends to the lack of contract; they believe that if they do their job right, vendors won’t want to disinstruct. Put simply, they’re confident implementing new ideas.

GOLD

EweMove Sales & Lettings

SILVER

BRONZE

Innovation is the lifeblood of EweMove, forming the basis of their whole ethos. The EweTube Express is a video system that can be used across many channels in the business, and the main emphasis is on using video to enhance communication. Particularly impressive is the way it’s used as a marketing tool with all stakeholders so attracts new franchisees and strengthens the relationships with vendors and buyers. Over 90% of the network uses it and over 5,000 videos were produced last year. It allows franchisees to ‘strike whilst the iron is hot’ as it gives analytics in real time on when and how often a property is viewed. The directors understand that the vendor should be the priority in the first instance, however it is also vital to understand that the buyer provides vital income streams. The franchisees often have entrepreneurial flair and this is harnessed for the benefit of all parties.

Howard Cundey Howard the Fish is the main character in a long-term marketing campaign designed to grow brand awareness of Howard Cundey. This approach is pretty unusual in the industry and has resulted in an increased audience for the online campaigns so gives the business much greater reach: Howard the Fish seems to have quite a following of people keen to watch his moving travails. The directors were keen to think laterally about the best way of increasing brand recognition and growing market share and felt that one way they could do this to great effect was to target the children’s market as they are probably the most effective influencers of parents. Howard the Fish can be seen across both digital and printed materials so there is a book and a website, and he has a substantial social media following. There was clear evidence that Howard Cundey has been able to monetise this following and there is a definite increase in turnover and profit, AND an increase in less tangible objectives such as social proof.

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GOLD

Best Marketing

marketing estate agency

2016

Chestertons Chestertons is working with the Royal Academy of Arts on an initiative to improve their direct mail response whilst simultaneously supporting the RAA and providing Londoners with free access to world-class art exhibitions. The team noticed the response to direct mail, and understood it was associated in the minds of the consumer with junk mail so they set out to change this mindset. The campaign was confident and articulate; the focus was on lead nurturing rather than instant conversion as they are looking to build long-term relationships with people. The design of the DM pieces is both simple and dynamic with a uniqueness that demonstrates Chestertons is ready to break from the norm. The campaign has resulted in a tangible return on investment: the DM response rate has increased by nearly 100% of which 30% converted into warm leads and they can attribute a significant increase in valuations directly to this campaign.

Sponsored by

GOLD

Hamptons International

SILVER

BRONZE

Hamptons International holds a family fun roadshow event for those clients considering outward migration, so it gives buyers and sellers a chance to network: London-based buyers can meet with rural home sellers who in turn gain greater exposure for their property. Following analysis of moving data, they realised that certain offices seemed to have a regular flow of clients i.e. Muswell Hill and Brighton so sought to maximise the opportunities this could present. Hamptons is able to promote its branch network and expertise whilst generating additional business and focus for staff, and educating clients in a fun, relaxed environment. The campaign has been very well executed and tracked, and is successful across all media and events: click through, likes, and impressions have all increased, and most importantly have translated into an increase in valuations, instructions and fees value. It has also provided additional opportunities for the lettings and financial services departments. Hamptons rates this as its most successful campaign to date and the judging panel agreed.

Marsh & Parsons

Marsh & Parsons developed a campaign which demonstrated an excellent grasp of the marketplace and its brand. The team understood that the London market is crowded and noisy with over 3,00 agents so they sought to find a way to cut through this and connect with people on their level and create an emotional engagement. They introduced clever puns on their marketing to complement their existing tone of voice and take it further. Lines included ‘8 out of 10 flats would recommend us’, and on the back of David Cameron’s resignation, ‘We have been matching people with property for over 160 years – this one is out of our hands though.’ The media buying was considered and complemented the messaging but also targeted key demographics. The campaign was produced with the full involvement of the entire team from the CEO to junior negotiators so everyone was on board with it. The judges found it to be clever, witty and intelligent, and it made them smile.

GOLD

customer service

estate agency

2016 large

Sponsored by

Best Customer Service - large

Pygott & Crone Pygott & Crone is an impressive business operating at a very high standard indeed - they’re leading the way in providing fantastic customer service. The directors understand that customer care impacts the business so they have implemented a number of relevant KPIs to measure this, and evolved accordingly. The team is very good at what they do, and they are now aided even more by the heavy investment in technology as they’ve been freed up from a lot of the admin and paperwork. Due to the focus on service and services, Pygott & Crone is able to command some of the highest fees in its location, and it is clear that clients are happy to pay this as they recognise that they’re receiving valuable assistance from an experienced team. Pygott & Crone is a focused, multidiscipline agency delivering customer service with aplomb.

Balgores Property Group GOLD

SILVER

Balgores offers the best customer service out there. They are market leaders in the majority of their areas of operation and the directors attribute their position to their customer service provision. They communicate well with the team as to their expectations and all at Balgores demonstrate commitment and drive to delivering the best customer service they can. The opening hours are extensive and it is standard practice to accompany all viewings, including out of hours. They offer an onward purchase service to vendors even if the desired property is on another agent’s books, including negotiation and arranging viewings. The team seeks to continue the relationship post-completion, and they are aided in this endeavour by the excellent customer hub. They recognise that building a long-term relationship is a priority over short-term gain, and over half of new instructions are direct referrals.

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TELEPHONE ANSWERING

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GOLD

customer service

estate agency

2016 sm all

Sponsored by

Best Customer Service - small

Propology Boutique Properties Propology won the silver in this category last year, and the panel was pleased to see the team had upped its game even more over the past 12 months. This is a small agency that deliberately limits its stock in order to deliver exemplary service through small but noticeable touches. The director spent a lot of time researching other service industries and cherry picked the best examples of customer service to implement in her business. This, coupled with an innate desire to go above and beyond, means that clients using Propology are sure to be wowed. They understand that the key to effective selling is to listen so from the outset make sure they fully understand the motivations of both buyers and vendors. That said, they also communicate well with all stakeholders who comment they never have to chase for feedback or progress reports â&#x20AC;&#x201C; Cherylle and her team are extremely proactive.

Karl Tatler Estate Agents GOLD

SILVER

BRONZE

This is a business that is constantly evolving. Karl works tirelessly to improve both the scope and standard of his service offering and he is ably assisted by his impressive team. Whilst Karl is the driving force at this agency, it is evident that he has surrounded himself with a team that takes the delivery of excellent service as seriously as he does. Staff are recruited according to attitude over experience and once on board are provided with a training and development programme that is second to none. The majority of the senior team have been promoted from within so they can distill their knowledge and experience of the culture to the rest of the team, who in turn are encouraged as there is a clear career path mapped out. Of course, the winner in all of this is the consumer who will receive superior service from a friendly and experienced team.

Ivy Gate Ivy Gate is an innovative agency that is pushing the envelope with regards to its service offering. The experienced and hands on directors understand the traditional agency model so took all the great aspects of that and combined it with a unique and ground-breaking approach. The Ivy Gate territories cover three postcodes looked after by a small team with clearly defined roles. Each team is all about the detail and as they look after a specific area, they each have local knowledge that is second to none. Every client is allocated a Personal Relationship Manager who manages the relationship throughout the duration of the transaction so there is 100% consistency in service delivery and communication. Jason understands that constant evolution of service is a challenge if you operate at a high standard, so he looks at the customer journeys in other industries for inspiration. Impressive.

GOLD

website estate agency

2016

Sponsored by

Best Website EweMove Sales and Lettings The entrants in this category showed a real shift in thinking and those who stood out think like the customer, not like an agent. EweMove is no exception – they’ve looked at what the customer wants and changed their processes accordingly. They absolutely understand user journeys and funnel them through accordingly but always with the business benefit in mind as well. There is a strong focus on customers and their experience alongside ensuring franchisees have the best tools available to deliver great service. The high-performing website is used to reinforce messaging; the search facility takes them to the local branch page but the results return the entire EweMove stock. The usability is constantly tested and evaluated across all platforms and tools. The technology is integrated with the bespoke Ewereka CRM system. Once someone has registered, they can book viewings and valuations 24/7, and there is also a live chat function. Both the organisation and the website are very impressive.

Ivy Gate GOLD

SILVER

BRONZE

The panel was really impressed by Ivy Gate’s understanding of the customer and the data. Those agencies who succeed online understand their statistics and analytics and use these to fine tune their oﬀering. Ivy Gate has retained in-house control of its website which is quite traditional in terms of layout so is easily navigable but is very engaging and accurately presents the values they wish to communicate. There is a strong focus on the customer journey and the Ivy Gate services, rather than merely providing a search function, and they also show oﬀ their profile and personality which is increasing engagement and time spent on the site. The directors understand the ROI and business generated by the website which is critical for a hybrid agency using its site as its shop front. The feedback behind the website reinforces that they are doing the right things, and doing them well. Very impressive.

Pygott & Crone Pygott & Crone is doing interesting things. The directors understand that the website is never ‘finished’; it’s a living, evolving part of the business. They have taken everything in-house and made a huge investment in their whole technology piece. There is real evidence that they’re thinking ahead and future proofing their business through the new online offering – they don’t see it as reinventing the website but rather as an extra office. The integration of live chat and extended opening hours sets Pygott & Crone apart from many of its competitors. The attention to detail is impressive. Data is key and they have undertaken a lot of benchmarking against different demographics so they know if they’re hitting their targets. Key web performance stats are measured and evaluated so the site can be amended as quickly as possible, and to the best possible effect. They have complete self-belief in the ability of the online offering to take Pygott & Crone to where the customers are – online.

GOLD

Best Social Media

social media

estate agency

Campbells

2016

Sponsored by

It appears that Campbells have rightly made social media central to their business objectives and this should be commended. Some bold moves have been made and it’s evident that they have a solid understanding of the changes and the momentum they’re gathering. They have a clear strategy in place – everything is related to turnover. They have shown a viable link from social media activity to the bottom line and they are using their marketing budget wisely. They are attracting clients to the oﬃce through online activity so there is a qualitative feedback element, as well as quantitative back up through the bit.ly links. The directors have worked hard with the team to increase interest in social media and everyone is now on board and actively participating in activities. Campbells need to be applauded for their attitude to social. They are small which means they can be agile but still, a decision to move all advertising spend online is a bold decision, whatever your size.

GOLD

The Property Centre

SILVER

The panel felt that The Property Centre’s social media strategy and objectives were closely aligned, and they should be commended for their simple and straightforward approach to social media. They take a holistic view of marketing and social media’s position within this. They have a robust understanding of the free metrics that come with platforms and look at these closely. The methodology and operational objectives are clearly laid out and because of this it is easy for the team to get involved as they know the parameters they are operating within. Activity is a mixture of planned and spontaneous so they follow a calendar to get the key messages out, however also communicate according to market changes or in response to local news and events. They focus heavily on content creation and generating the very best content they can, including looking at new ideas and innovations. The judges were pleased with The Property Centre’s response time and level of service – communication was friendly and personal but utterly professional. Spot on.

BRONZE

Victorstone Property Consultants

The team at Victorstone demonstrated excellent knowledge of the different platforms and how each can be best used for the different messages and different audiences. In particular, their knowledge of how to work social as a B2B marketplace as well as a B2C sets them apart from others. They understand how to grow an audience and brand online and they continue to challenge themselves in the fast moving world of social media. The panel really applauds the fact that they hold training sessions specific to the different platforms and hold dedicated quick briefing sessions to ensure everyone is up to date with industry news and relevant articles. The social media policy is key to the success of the strategy and this forms part of the employment contract so the team understand their role and boundaries. They use a marketing calendar but there is also fluidity around what they post and when, which is utterly appropriate for a business of this size. Impressive.

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GOLD

training & development estate agency

2016

Sponsored by

Best Training & Development Preston Baker In the current post-Brexit climate, successful agents have taken into account the many external pressures and implemented training and development according to these. Preston Baker fits squarely into this category. They were brilliant on the phone and the mystery shopping results were very good indeed. NPS scores are oﬀ the scale and the directors have implemented strict KPIs to measure the eﬀectiveness of the curriculum. There is clear career path in place: all the management team have come through the ranks so they know the business inside out - the current Ops Director started as a negotiator. The admin centre recruits 2-3 apprentices each year who then go through an NVQ, a regulatory training programme and an induction programme. To ensure standards are maintained negotiators are assessed monthly against the training criteria and rewarded or re-trained according to their results. For a business of its size Preston Baker has an outstanding training syllabus.

Andrews Property Group

GOLD

The training and development at Andrews is all about successfully instilling the company values into the mindset of the team. The company has been through a total rebrand which was led by the employees, and the business model is based on a triangle with people at the top and the income flowing down from there. The results of the training and development are carefully measured so the curriculum can evolve to meet the changing demands of the business and the clients. One specific example of this is the specific training given to negotiators to allow them to extol the virtue of using a high street agent over an online one during initial conversations. They train people on the ground and talk openly to those employees who have come from other industries to understand diﬀerent areas of best practice. Training at Andrews isn’t an add-on; it is an inherent cornerstone of their culture.

Foxtons SILVER

BRONZE

For a business of this size the flexibility Foxtons demonstrates is impressive. There are numerous examples of them adapting to industry changes, both in terms of their service offering and team behaviours. What particularly stood out was how they support their staff outside of work. Many of the team are graduates who have recently moved to London so they helped them find accommodation and ran social events to encourage networking. The directors take a balanced scorecard approach to measuring the effectiveness of training and development. They hire on attitude rather than qualification and they focus on internal promotion – the culture is one of meritocracy so the senior team have all worked their way through the ranks. Open communication is encouraged so anyone can request extra help as and when they need it. The training directors have over 79 years’ experience in Foxtons across a variety of specialist Foxtons departments so they can deliver lessons on a diverse and relevant range of subjects.

Karl Tatler Estate Agents BRONZE

The aim of the training provision at Karl Tatler is to empower his team to give the highest possible standard of customer service. He believes that the first stage of training is to understand your people and provide a mixture of generic training and more personalised coaching based on experience and personality. Potential recruits undergo psychometric tests to check their fit with the Karl Tatler culture, and these are then continued at intervals throughout the employment tenure so Karl and the directors can identify areas of growth and maturation and areas where extra training might be required. There is a real focus on stringent recruitment and a lot of eﬀort is put into recruiting people who will fit the culture. This approach means that the people have a hunger for developing their skills so they are already enthusiastic about learning. The 13 point career path is communicated in the starter pack and as all managers have been promoted internally, new starters can see that they can progress quickly.

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GOLD

Best Newcomer

newcomer estate agency

2016

Sponsored by

Holroyds Chris Holroyd tries to make the office a friendly place to work. Bells are rung when houses are sold and staff cheer when people come into collect their keys and gifts. He seems to have a thorough understanding of modern agency and a clear knowledge of the market in which he works and his competitors. Since opening, the team has increased from two to 12, only three of whom had previous agency experience. He prefers to recruit according to attitude and enthusiasm and then train them in estate agency according to Chris’ standards. He is also keen to support apprentices so he took on three, and paid them well above minimum wage. Holroyds offers a range of services including auctions and financial services and is active on the portals. Profits have increased by 400% which is impressive considering the average sales price and fee in their location. This increase can be attributed solely to their high stock levels and instructions. Holroyds is a very good firm.

Woolley & Parks Estate Agents GOLD

SILVER

BRONZE

This is a successful business showing exceptional growth. This is mainly due to a very focused management team who invest heavily in their staff while keeping an eye on the numbers and potential for future growth. The team of four has grown to 10 and a second office has just opened. The stock levels are very good and they operate in a profitable market so turnover and fees are high. The instruction to exchange time is impressive as well. They are heavily involved in their community and sponsor the local agricultural show each year. This helps position them as the go-to expert and resulted in a number of valuations. They are one of the few agents in the local area that do 100% accompanied viewings and they also act as a buying agent for their clients, negotiating the onward purchase if required. The owner cares enormously about his staff and the numbers suggest that this is repaid in the performance of the business.

Deighton Mckenzie Craig Ferguson set out to bridge the gap between online and traditional agencies and he is doing very well with his hybrid model. He has set up a number of considered tech solutions so his staff can save time where possible, to allow them to focus on personal client care. He manages to find the right balance between automation and communication, which is great. All viewings are accompanied and the staff wear branded smart/casual wear so are instantly identifiable. This also aids brand awareness. The business was launched via social media channels and word of mouth recommendations and he has managed to build a good pipeline and stock levels using this approach. Clever use of video walkthroughs is increasing traffic and leads – they are sufficiently engaging so viewers follow the call to action at the end and contact the branch. The panel saw some compelling and memorable marketing initiatives to encourage people to engage with the brand.

MYSTERY SHOP & RESEARCH SPECIALISTS

ESTATE AGENTS

LETTINGS AGENTS

NEW HOME DEVELOPERS

www.360perspectives.co.uk 01403 230650

MORTGAGE ADVISERS

e, A

GOLD

Best Auction Agency

auction estate agency

2016

Sponsored by

Allsop Allsop is a market leader in the auction arena with extremely impressive turnover and profit. The directors are discerning and focused on only taking on those properties they know will sell; they are confident in turning away properties when required. They are experts in complicated mixed-use lots, and the fact that they have both residential and commercial teams is paying dividends – they aren’t pigeon holed into selling one or the other so are able to maximise their revenue streams. The new homes department is an innovative addition to their services, and they have a proven track record in selling these, often achieving higher prices and a quicker sale than agents selling the same development. They have a high success rate and they work aggressively to ensure lots sell. The panel found that the team at Allsop are both natural and experienced with a clear passion for the business and the industry.

SDL Auctions GOLD

SILVER

AUCTIONS

BRONZE

SDL Auctions sells across the entire spectrum; they have a high success rate and are experienced in selling a variety of property types. They recently achieved an impressive bid for a block of sheltered accommodation flats of over £1m above guide price. Business has increased significantly over the past 12 months due to the excellent reputation they’ve built – the number of lots has grown by over one third. Bidders can participate in auctions via telephone, proxy or internet bidding and they can access an online auction catalogue through the mobile solution, “Property Hub”. They’ve expanded to oﬀer a mix of large auctions and smaller regional events to ensure they fit with the various sales cycles. The mobile technology is strong and means they can create catalogues on the fly to speed up the process. The SDL team is active in charitable causes and they’ve introduced some impressive initiatives to fundraise, including the ‘Blow Our Customers’ Socks Oﬀ ” activity which saw them raise £62,000 for charity.

Auction House Cumbria The directors at Auction House Cumbria realised the eﬀectiveness of regionalised auctions so redirected their auctions back to Cumbria, where the competition is less and they can achieve higher prices. They sell a significant proportion of the entire auction stock in the UK. They understand the importance of building excellent relationships with the member agents, and use the retention number as a key metric of their success: they know they need agents’ support to help their business grow. They work to the mantra that today’s buyer is tomorrow’s vendor so strive to build long term relationships, and have introduced buyer cards to save time for repeat clients. They also appear regularly on television including “Homes under the Hammer’ so have an air of authority as far as the consumer is concerned and they enjoy strong brand recognition. Auction House Cumbria is very much part of the community.

Leeds office:

33 Park Place, Leeds LS1 2RY

Dear Father Christmas, We have been a very good agency this year and in 2017 we would be very grateful if you could help us to…

• • • • •

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GOLD

Best Buying Agent

buying agent estate agency

2016

Sponsored by

Black Brick Black Brick is an excellent buying agent and it is a delight to award them the gold in this category for the third year running. The team has an eye for detail and this continues after the deal is done; through the concierge service, clients can get help with things like utilities to ensure a stress-free move. Black Brick maintains its estate agent distribution lists so they can effectively target specific postcodes to find the most suitable properties for their clients, and the excellent website shows an impressive number of effusive testimonials from satisfied clients. Their experience and expertise has enabled them to work against the current difficult trend; each client has access to two of the Black Brick team so they are twice as likely to find a suitable property in half the time. The managed sales service is reaping rewards and is generating over 20% of their turnover. Black Brick prides itself on offering honest and forthright advice and it’s clear that this approach has cemented their position as market leader.

Banda Property GOLD

SILVER

Clients of Banda Property benefit from their in-house team of architects and designers – the fact that 80% of Banda’s clients plan to undertake some form of renovation work means their design studio is perfectly placed to assist. The team understands that building trusted relationships is the way to differentiate themselves in a difficult market, and they work hard to position themselves as advisors rather than agents. This approach means they’re confident having difficult conversations where required in order to ascertain exactly what clients are looking for, and can gently readjust their expectations in order to come to a realistic position. The business is very personality-centric which is great as it makes for a personal service however the directors recognise the importance of consistency so have introduced a database to improve this. They stay in regular contact with agents and do everything they can to assist the buyer experience.

Sourcing Property The team at Sourcing Property has excellent negotiation skills and can close a deal: 90% of competitive bidding situations end in a win. The director is regularly called upon by the media to oﬀer her opinion on the industry, so they are seen as experts in their field. There has been heavy investment in a bespoke CRM system solely to manage the relationships with agents, and this is being used to great eﬀect. They actively seek customer feedback and share this openly with the team in order to congratulate or improve as required. They are equally confident advising on block management and property management, and have teams to deal with both disciplines. The synergies between the block management teams and the private buyers has exposed them to a host of new clients. A number of the team are ex-estate agents so they are able to proceed with empathy and experience with all stakeholders.

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GOLD

Best Franchise

franchise estate agency

2016

Sponsored by

GOLD

EweMove Sales and Lettings EweMove won the silver in this category last year so weâ&#x20AC;&#x2122;re pleased to reward its improvement with the gold. It is oďŹ&#x20AC;ering a hybrid service through a trusted local person but with a service level that exceeds that of most traditional agencies, and with specific guidance to either match or slightly exceed the average price. This is justified by the extensive training given to the franchisees, and through the technical support and excellent suite of tools. Viewings are targeted to be 100% accompanied and its in the DNA of the franchise to provide value so the fee structure is dependent on set criteria being met. Vendors would choose Ewemove because of the highest level of personal service which is supported by a fantastic brand and joined up services. Ewemove oďŹ&#x20AC;ers a fantastic proposition that gives franchisees the tools, skills and freedom to succeed in a very structured, compliant and culturally fun environment.

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GOLD

Best Prestige Agency

prestige estate agency

2016

Sponsored by

GOLD

Charters Estate Agents Charters’ prestige offering has evolved naturally and is now an intrinsic part of the business. The directors took the decision to keep the prestige service inclusive so vendors have full access to the entire team’s experience and know-how. A significant number of the team are based overseas so Charters use 3D technology to create immersive 3D viewings which can be accessed via any device. This has enabled high net-worth individuals to save time through the ability to shortlist properties for a real viewing. There are some interesting initiatives to get staff into the mindset of delivering a prestige service - they took the team to stay at a budget hotel then to a five star hotel to illustrate the difference. They have built effective alliances with key organisations so can offer excellent marketing tools, and their relationships with high-end developers means they deliver results. Charters enjoys an excellent reputation and provides an attentive and intuitive service.

Michael Graham Estate Agents

SILVER

Michael Graham is a long-established business that has partnered with strategic, high-end brands for the mutual benefit of all parties. As a market leader they know that have to continue to invest in the brand to maintain their position and to ensure that clients receive the best possible service. Staﬀ training is excellent – the directors wrote their programme to accommodate all requirement levels, and it comprises a mix of external trainer presentations, software specific, and internal sessions to give a 360° view of estate agency, all focused on delivering a prestige service. They attract potential vendors by oﬀering engaging content through marketing, and by partnering with premium brands such as Fortnum & Mason and the Chelsea Flower Show. The team understands the importance of discretion and the dedicated Vendor Liaison team takes an empathic approach to selling. Michael Graham combines high quality materials with a tailored service for each client.

BRONZE

Rokstone Rokstone continues to impress. Becky and her team don’t sell property, they sell lifestyle. They provide interior design and house staging to all vendors in order that the property is best dressed to fit the potential purchaser demographic. The team spends a lot of time researching the prestige market across all industries so they are always fully up to date on trends in the high-end wealth market i.e. specific art, automotive innovation etc., and they bring this knowledge to bear when dealing with their client base. They are also sensitive to the various cultural and diplomatic requirements their clients may have, and tailor their communication and service accordingly. Clients can be confident that their properties will be marketed in accordance with a clear, strategic vision; Becky knows how to get the job done. Rokstone also provides access to the best legal, investment and funding advisors in London so transactions can be processed eﬃciently and discreetly.

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GOLD

Best New Homes

new homes estate agency

2016

Sponsored by

GOLD

Simon Brien Residential LLP Simon Brien is very well regarded in its location due to the team’s experience and passion. They demonstrate a fantastic breadth of knowledge, even stretching to understanding tax implications for clients and being able to make recommendations where required. Clients can expect regular updates and the entire team is able to speak with authority on any number of issues and queries. Aside from knowing practically all developers personally, they actively conduct sales and support meetings. It is clear that the key members of the business are as integral to land trade, new homes and development as the developers themselves. From being formed in 2014 during diﬃcult market conditions, they have sold thousands of homes and generated a huge amount of turnover through land sales. The panel was hugely impressed by the company’s ability to deliver traditional agency services whilst simultaneously taking advantage of every technology available: the team at Simon Brien has considerable ‘leftfield’ experience and they manage relationships with all stakeholders beautifully.

Charters Estate Agents

SILVER

BRONZE

Charters has worked hard to produce an holistic service for developers, providing a comprehensive range of services from land sourcing to quantity surveying, and full launch events. As part of the land sourcing they have a “land trade” function, which delivers both revenue on the land sale and also from the lock-in to the developer buyers. They also partner with third party planning companies to oﬀer additional expertise. The directors believe that integrity and transparency are key to building trusted relationships and they achieve this aim through proactive and constructive communication. They have worked extremely hard to become a market leader in the new homes arena, and the number of units in the pipeline is evidence that their approach has worked. Developers like working with Charters as they provide an agile and adaptable service; the fantastic team simply gets the job done with no fuss.

Sequence UK Limited Sequence offers a number of key differentiators in its new homes offering, including the ‘one stop shop’ which would be the envy of any new homes team. The directors harness the power of a large corporate and Sequence Land is one of the largest departments in the UK. From here they offer an astonishing number of services including architectural advice, CGI and CAD production, branding, marketing, investment advice and mortgage services. The team communicates face-to-face as much as possible, both amongst themselves and with the developers, but they also understand the importance of the written word and produce regular brochures to provide market analysis, commentary and reports. They take the long-term view and invest heavily with the developer clients so the relationship is more akin to a partnership. The directors have great passion and a clear vision for where they want to take the new homes department. This is communicated very well to the team and it’s clear that everyone is fully on board.

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GOLD

financial services

estate agency

2016

Sponsored by

Best Financial Services Preston Baker Preston Baker is a really great business with extremely well considered processes. The directors have taken the time to understand how the clients feel and put in place systems that are robust and resilient but which still feel personal. The marketing is contextual with the financial services fully integrated into the branches; they’re not simply an add-on or nice to have but are utterly intrinsic to the business model. Each branch has their own FSA who has whole-of-market visibility on financial products. The website has been overhauled to provide some fantastic financial planning tools and all possible online entry points are well signposted. The panel particularly loved the cost of moving calculator – it is honest and upfront so fully in line with the Preston Baker ethos, and whilst it may cause people to reconsider moving, it grows the database and gives the team another potential client to help.

GOLD

Reeds Rains SILVER

BRONZE

Reeds Rains is a proper business with joined-up customer contact strategies. Customers using the Reeds Rains financial services can be assured of access to a wide range of products so they can make an informed choice. The agents and FSAs work on the basis that by being genuinely interested in their customers, they can build a great business and they apply this principle each and every time, oﬀering guidance and support. Clients are supported throughout the process and the attention to detail is apparent from the outset; there is an explanation at the start so clients can prepare adequately for their appointment and get the most out of it. It also gives the team the chance to explain the fee structure which is flexible according to the work involved in the application. Heavy investment in training has resulted in greater client satisfaction whilst increasing staﬀ retention and there is a culture of promoting from within.

Your Move

The financial services offering at Your Move is robust, resilient and compliant. The team is confident and prepared to deal with any queries and situations which may arise, an attitude which is due in part to the revised training programme. There have been some great marketing campaigns this year which have tightened up processes in terms of client contact and maximising opportunities. High performers are given a lot of support to realise their pipeline and give fantastic service, and there is low staff churn. Your Move has increased the number of financial advisors significantly so customers don’t have to wait for appointments and can be confident of booking sufficient time with an advisor to answer all their questions. To meet demand, Your Move has recruited externally but also fast tracked suitable trainees through the CeMAP qualification reducing the time to qualify from six months to two weeks through heavy investment.

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GOLD

SMALL CONVEYANCER

estate agency

UK Conveyancer of the Year A.V.Rillo Solicitors

2016

Best Small Conveyancer Sponsored by

GOLD

A.V.Rillo Solicitors A.V.Rillo was a clear winner in this category, so can add the gold to its collection of awards from the past few years. The partners were estate agents before they qualified as conveyancers so they understand the best of both worlds. They use the dynamics of an estate agency environment to communicate with the estate agents - they literally speak the same language. They also understand the moving process from both the customer side and the legal side and are well able to merge the two to great success. Huge investment in tech has enabled them to shave three weeks oﬀ the average conveyancing time through the bespoke CMS which mirrors the way estate agents work. When a purchase file is opened and a payment card is entered into the system, it automatically launches the searches. A.V.Rillo is a friendly and dynamic conveyancing company.

SILVER

The Partnership (2009) Ltd

The Partnership is an exceptional conveyancer that operates a fixed-price transaction model. The service is both consistent and transparent which is vital from a compliance point of view. It is a CLC approved and SRA accredited training provider so as would be expected, the continued professional development is second to none. They run weekly training sessions in person and everyone has access to regular ‘soundbite’ videos where members of the team address the staﬀ on key areas of practice. These are uploaded onto the intranet so can be accessed at any time. Claims Reviews look at complaints and identify the issues to learn from them: there is a culture of development and support rather than blame, which is a commendable approach. There are a number of innovative initiatives in place to strengthen the communication between all stakeholders with the result that referrals form a key part of their business plan.

GOLD

LARGE CONVEYANCER

estate agency

2016

Sponsored by

Best large Conveyancer My Home Move There is no question that My Home Move is fully deserving of the gold in this category. The innovation and technology is second to none: the enhanced online CMS provides an intelligent solution to allow clients to manage their own conveyancing from any device. The website is also exceptional as they’ve introduced training modules and an online appointment booking system which is linked to fee earners’ availability. This service is directly responsible for reducing customer dissatisfaction by a significant margin. Through the award-winning Learning and Development Academy, My Home Move provides accredited training programmes for continued professional development. Extended opening hours cover evenings and weekends so clients can make contact at their own convenience, and outside their usual work day. The latter is a great example of the way My Home Move combines innovative technology with careful face-toface customer service: the personal service is only enhanced by the excellent CMS.

GOLD

Howells Solicitors

SILVER

All of the fee earning conveyancing staﬀ are fully qualified and they are led from the top by a positive and motivated board of directors. Quality is vital at this firm and there is a strong focus on clear communication. They’ve recognised that the conveyancing process can be extremely hard to navigate, especially for first-time buyers and vulnerable clients and have therefore sought to simplify the journey wherever they can. The pre-sales report for agents has seen great take-up as it means they can start with the transaction much earlier than usual: this has reduced abortive rates and reduced the average time to exchange by a fortnight. There is a strong culture at Howells and the directors are proactive about building good relationships with the team. Training and development investment is exemplary and they hold regular social events to grow trust and communication between the teams.

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GOLD

best conveyancer estate agency

2016

Best Conveyancer Tony Piccirillo A.V. Rillo Solicitors

Tony has won this award time and again and the panel continues to be impressed by his attitude, enthusiasm and attention to detail. He oﬀers a really strong, overarching service to clients, which is backed up by experience and a constant desire to personally improve. Tony applies commercial reality to solve issues; he is constantly thinking about what needs to happen to get a client into their new home. His knowledge and experience, particularly of London leaseholds is second to none, and the abortive rate at A.V.Rillo is extremely low. Tony also enjoys a personal high net promoter score. As an ex-estate agent, he has a real understanding of how to work with estate agents and get the best out of the relationship. He keeps the common goal in mind at all times – get the client moved. There are numerous examples of Tony connecting the dots, and this can be ascribed to his superlative knowledge and ongoing self-development.

Sponsored by

Rose Davis Setfords Solicitors – shortlisted Richard Dewey Duffield Harrison LLP – shortlisted Sarah Gillbe Setfords Solicitors – shortlisted Daniel Gower Comptons Solicitors LLP – shortlisted Antonino Piccirillo A.V.Rillo Solicitors – shortlisted

www.tmgroup.co.uk

GOLD

best manager estate agency

2016

Sponsored by

Best Manager Elliott Trodd

Charters Estate Agents Elliott is very aware that a manager is only as strong as his team. He is a very impressive individual who is process-driven but who also spends a lot of time on people management and building relationships. His main driver is to treat everyone with utmost respect as this is then reciprocated. He works hard on building a strong team and they all muck in: Elliott believes in never asking someone to do something you wouldn’t do yourself. His team all know that they have a voice: they are given clear targets so everyone understands not only their own number but also how this contributes to the overall business. He has a proven track record with developing great negotiators, including those who may have struggled in other agencies but who have gone on to achieve fantastic results under Elliott’s tutelage. He is confident, friendly and focused, and the panel felt that he was motivated more by his people than by property but understands that the two go hand in hand.

Nick Daley Sawyer & Co Sales and Lettings – shortlisted Ron Gibson Howard Cundey – shortlisted Charity Holden Waterfords Estate Agents – shortlisted Donna Riding Reeds Rains – shortlisted Elliott Trodd Charters Estate Agents – shortlisted Kris White Anthony Pepe Estate Agents – shortlisted

Best Negotiator Nony Kerr-Smiley Charters Estate Agents

Nony takes an empathic approach to her clients; she recognises that moving homes is stressful so works hard to proactively identify any issues and minimise these wherever she can. She has a great work ethic and works long hours to ensure she is always available for her clients. There is a high level of online reviews for her personally, which are very good indeed. She has been in agency long enough to have a great understanding and expertise but still maintains her fresh and enthusiastic approach. Her unique drive sees her at the top of the company’s performance ratings, a position she has maintained for years. That passion combined with an intuitive grasp of her clients’ needs is powerful and she shows lots of initiative creating deals out of nowhere and winning over diﬃcult customers. People truly matter to her and she encourages colleagues to approach every interaction with a positive mindset, and to try and understand that each client has diﬀerent emotions and motivations and to act accordingly. Nony is a tour de force whose passion and behaviours are inspiring.

GOLD

best negotiator estate agency

2016

Sponsored by

Christopher Clegg Preston Baker – shortlisted Connor Doswell Charters Estate Agents – shortlisted Jessica Harris Hamptons International – shortlisted Joe Joyce Waterfords Estate Agents – shortlisted Nony Kerr-Smiley Charters Estate Agents – shortlisted Jade Morrell Lovett International – shortlisted Dominique Scott Sawyer & Co Sales & Lettings – shortlisted

GOLD

best valuer estate agency

2016

Sponsored by

Best Valuer Mina Gadelrab

Anthony Pepe Estate Agents Mina spoke a lot about the importance of self-criticism as he holds himself to very high standards. He understands the value in analysing errors and using these in order to better improve his performance in future. He has an impressive track record with fee initiatives and commands high fees, even in tougher markets. Mina is all about the customer: he knows that if he provides a service that meets their needs that profit will follow. When he started in agency he noticed gaps in the listing process so mapped out his own improved process. He listens to his clients and understands the competition so he knows how to position his agency’s services and diﬀerentiators. Mina expects to win every property he values and spends a significant amount of time looking at those instructions that went to another agent so he can change the result next time. He and his team discuss any new instruction and compile a list of potential buyers. Mina never stops working on how he can be a better lister – he really is inspirational.

Grant Bates Hamptons International – shortlisted Mina Gadelrab Anthony Pepe Estate Agents – shortlisted Alex Holmes Humberts – shortlisted Philip Knight Hamptons International – shortlisted Oliver Purvis Charters Estate Agents – shortlisted Hugh Sneddon Preston Baker – shortlisted

GOLD

best estate agency to work for estate agency

2016

Best Estate Agency To Work For This award is judged on a diﬀerent basis to the rest of the awards. Entrants are given an online questionnaire to distribute to their team which asks individuals to rate statements about their employer on a scale ranging from “Strongly Agree” to “Strongly Disagree”. The questions are designed to discover how each individual views every aspect of their employment, from how valued they feel, to remuneration, career prospects and progression and if they’d recommend their employer to a friend or family member. Companies are required to gather responses from at least 40% of their team in order to be judged for this award. All replies remain anonymous but each response is checked to ensure it is an individual and genuine response. Answers are then analysed, and we are delighted to recognise the following companies.

Sponsored by

These are businesses which are setting the standard for employee best practice and which should be congratulated on the motivation and loyalty they engender in their teams.

INTELLIGENT AUCTION MANAGEMENT iamsold

Victorstone Property Consultants

GOLD

EweMove Sales & Lettings

SILVER

Balgores Property Group BRONZE

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GOLD

outstanding contribution estate agency

2016

Outstanding Contribution to Estate Agency Peter Rollings Peter Rollings is one of our industry’s most recognisable and influential figures, and it is a delight to recognise the contribution he has made to estate agency over the past 30 years.

Sponsored by

An industry stalwart, Peter has been instrumental in the success of two of London’s top agencies: Foxtons and Marsh & Parsons. He was one of the key players in the expansion of Foxtons throughout the 1980’s and 1990’s, rising through the ranks to become Managing Director in 1997, a position he held until 2005 when he left to buy Marsh & Parsons. Peter’s estate agency career began as a negotiator at Lane Fox in 1982, selling country houses from an office on North Audley Street. He quickly learnt the ropes and in 1985 moved to Foxtons after an introduction to Jon Hunt via a mutual friend. When Peter started at Foxtons, he was one of only 20 employees, and following his appointment as MD he was responsible for growing the business to 17 offices with a turnover of £40m. It was during his tenure at Foxtons that he was instrumental in introducing many of the initiatives that consumers take for granted today, from extensive opening hours covering evenings and weekends to focused commitment to delivering a robust and proficient lettings offering. Peter has always been focused on the people side of our industry but he combines this with a keen eye for the commercials, understanding that the two go hand-inhand. He set out to build a team to deliver a level of service that would change the public’s attitude to estate agents, and he made sure that he led by example. He is a staunch advocate of full transparency and accountability, both of which he believes start from the top, and he has always been clear with his team on the importance of both. He believes strongly in the ‘tiny, noticeable things’ and his attention to detail is faultless. Peter is a Fellow of RICS, having been awarded an honorary fellowship as a mark of distinction by the organisation, a member of both the NAEA and The Property Ombudsman scheme, and is a driving force in pushing up industry standards. He is a regular contributor to media reports, sharing his expert opinion on market and legislative changes to the residential property market. Following his exit from Marsh & Parsons in March of this year, Peter is currently on a ‘gap year’, having fun and deciding what might come next so we look forward to seeing what his future plans might be. He is both well-liked and well-respected which is a difficult balancing act but one which he’s achieved in spades. Peter Rollings is a forward-thinking innovator and we believe that the industry as we know it would simply not exist without his influence.

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GOLD

corporate social responsibility estate agency

2016

Sponsored by

GOLD

Cecil Jackson-Cole Award for Corporate Social Responsibility Charters Estate Agents Charters sees itself as a dynamic, successful, hungry and responsible organisation. The team has positioned the business as a community champion which gives back to the community that supports it. The amount of money raised over the past 12 months is impressive and comprises a good mix of sponsorship and straightforward donations. They seek to get involved wherever they can so the staﬀ are as at home at a cake sale as they are abseiling or running. There is a clearly defined strategy for corporate social responsibility but they also try to have as much fun as possible, an attitude that is proving contagious. They support local schools to increase fundraising by attending the events and helping with the various initiatives. Each year they choose a dedicated charity to provide a focal point for their CSR activities for that year however they also manage to continue to support a number of smaller causes and events as well. The panel was impressed by Charters’ support of charities however were also pleased to see the company’s understanding of CSR outside of this. The team is extremely sensitive to environmental considerations so aim to minimise paper usage across all departments and they walk as much as possible. They employ people who live locally and have a number of paid interns, recruiting the latter during their frequent attendances at college open evenings. Everything they do is to improve situations and give back to the community; they work hard to generate ideas, provide support and help fundraise. Charters’ approach to CSR is very good indeed.

Charles Bainbridge SILVER

The team at Charles Bainbridge set out to make their social responsibility charter an integral part of the company’s operations. They have developed practices that link charitable and community support to all areas of the business and they use their network to help promote charity events wherever they can. The directors and staff coordinate these events and then source further support from other local businesses, resulting in well-attended and well-regarded events, and stronger community relations. The offices are used as box offices for local ticketing, they work with youth support and local schools and they’ve set up a walking bus scheme to get people fitter and reduce congestion. The panel was impressed with the breadth and scope of their involvement in the community. The diversity shows initiative, compassion and consideration as to where their efforts are best spent for maximum benefit of all parties.

Agents Giving also organises fun events throughout the year bringing the industry together for great causes. So get fundraising and together we can make a real diﬀerence to our national and local charities. Please visit our website www.agentsgiving.org for more information on how we can give you special support towards your fundraising.

Weâ&#x20AC;&#x2122;ll kick-start your fundraising event Did you know you can apply for a Rightmove support grant to help with the start up costs of your charity event? Register today. Weâ&#x20AC;&#x2122;ll take it from there.

www.agentsgiving.org info@agentsgiving.org

GOLD

Best Supplier

supplier estate agency

2016

Reapit Reapit is a market-leading PropTech company which supplies its revolutionary CRM solution to over 20,000 users across 3,300 branches. The client base ranges from single oﬃce independents to national corporates, and Reapit enjoys a client retention rate of 99%. They have developed the product to meet the ever-changing requirements of both the sales and lettings industries as well as compliance with legislative changes: 270 new pieces of functionality have been built into the Reapit solution this year alone. Eight week development cycles ensure that the product is always improving and thorough testing ensures they are market-ready before launch. The solution can be fully integrated with over 50 other solutions so clients are assured of a fully joined up overview of their business performance. Clients can access fantastic training so they can maximise the potential of their software. Through this, they not only learn how to apply the functionality but also interact regularly with their account manager. They achieved an almost perfect score in the client survey piece with 100% agreement from everyone surveyed that they would recommend Reapit.

IAM Sold GOLD

SILVER

INTELLIGENT AUCTION MANAGEMENT iamsold

BRONZE

IAM Sold should be proud of its continued recognition as one of the industry’s best suppliers as it is no mean feat to consistently operate at this level. Over 64% of the clients surveyed gave IAM Sold a perfect score and its overall feedback score was impressive. It scored particularly highly for ease of contact across both telephone and email, and respondents also felt that IAM Sold partners with them for the good of both businesses. This year has seen IAM Sold expand to cover the entire UK, and they have plans to oﬀer franchise opportunities in Europe and further afield. Having started as a white label auction service, they now oﬀer the widest range of auction services in the UK tailored to the needs of the individual clients. They are proficient in creating new revenue streams for agents giving them an edge over their competitors. They have introduced an R&D Centre to develop new solutions and software, resulting in satisfied clients and seamless service.

Yomdel 85% of respondents gave Yomdel a perfect score across all questions. They are seen as easily contactable and intuitive, and the clients believe they oﬀer a scaleable solution that integrates well with their business objectives. It oﬀers a specialist live chat service for agents enabling them to improve their digital presence. The fully managed solution engages with people to generate hot leads and improve customer satisfaction. It is a relatively new business, having launched in 2014, but is growing fast and handles thousands of chats for hundreds of agency brands. Chat operators have access to critical information and there is a meticulous engagement pathway to ensure that clients can immediately access the answers they need. The operators use scripts developed in partnership with the client. Tone of voice and sense is matched to the client brand values and the Yomdel team spend significant time with their clients so they are immersed in the brand and culture.

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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: Katrine Sporle, The Property Ombudsman

The Judging Panel: Gareth Ashington, Ashington Page Carla Bradman, Jons & Co Tom Claridge, Audioagent.com Joanna Cobb, Cobb Amos Richard Combellack, BriefYourMarket James Dearsley, The Digital Marketing Bureau Peter Grant, VTUK Maxine Lester, Maxine Lester Residential Lettings Peter Loverdos, Property Services Holdings (Romans & Leaders) Loschinee Naidoo, Legal Eye Limited Zoe Napier, Zoe Napier Group Jo-Anne Neighbour, Savills Hayley Ridal, Ravensworth Peter Rollings, Industry expert Miles Shipside, Rightmove Andy Soloman, Yomdel Keith Stacey, Breckon & Breckon Ian Stratford, Land & New Homes Network Joanna Swash, Moneypenny Alec Watt, Accouter Group Simon Whale, Reapit

We would also like to thank David Mackie, NAEA, who kindly acted as Arbiter during the judging process.

With thanks to all of our sponsors and supporters:

INTELLIGENT AUCTION MANAGEMENT iamsold