2014 Estate Agency of the Year Judges Report by The Academy

The 2014 Judgesâ&#x20AC;&#x2122; Report

Contents A Message from the Organisers

A Message from the Chairman of the Judging Panel

Estates Agency of the Year 2014

Best National Estate Agency

Best Large Agency

Best Northern Ireland Agency

Best Scotland Agency

Best Wales Agency

Best Medium Agency

Best Small Agency

Best Single Office Agency

Best London Agency

Best East of England Agency

Best Midlands Agency

Best Northern Agency

Best South East Agency

Best South West Agency

Best Innovation

Best Marketing

Best Customer Service

Best Website

Best Social Media

Best Training & Development

Best Newcomer

Best Auction Agency

Best Buying Agency

Best Franchise

Best Prestige

Best New Homes

Best Financial Services

Conveyancer of the Year

Individual Negotiator

Individual Valuer

Individual Conveyancer

Individual Manager

Best Estate Agency to Work For

Outstanding Contribution

Cecil Jackson Cole Award

Best Supplier

A Message from the Organisers I’d like to begin by reiterating to you all that we do everything we can to make the judging process a positive one. Obviously the process has to be robust, stringent and fair so every agency that entered can be assured that each business was scrutinised thoroughly by a panel of industry experts. This confidence can then extend to the public - more and more we are seeing consumers using these awards as a decider when selecting their agent - a fact which is backed up by the findings from our Home Moving Trends Survey. For those of you who haven’t won an award, or perhaps weren’t placed as highly as you’d expected, please do take heart. Whilst I don’t participate in anything to do with the judging process, I do get feedback from the panel after the conclusion and every year I am told that the standards they are judging absolutely exceed expectations. If you haven’t been recognised today I would like to urge you to check and double check that you’re doing the basics – too often the judges hear from agents who are doing amazing things in their community, or implementing great initiatives but who then fail to return a phone or email enquiry, even when given several opportunities to do so. The judges do undertake mystery shops, and sometimes when confronted with excellence from several agents, a negotiator failing to return a call or follow up an email has a negative consequence in respect to winning an award, as it most surely does in winning a client. Finally, I would like to congratulate all of you for exposing your businesses to this scrutiny – the fact that you are willing to do so speaks volumes for the transparency and honesty of our industry. Peter Knight Chairman, Estate Agent Events

A Message from the Chairman of the Judges The judging panel was once again faced with a significant number of entries. When the panel came together to consider each individual category judge’s findings it was not always the case that there was one agent clearly ahead of the rest. There were some close markings in many categories requiring the judges to look closely to identify the specific aspect which marked out one from the other and having been Chairman of the judging panel for eight years I do not recall the scoring of individual entries being so consistently close. I have also previously remarked that estate agency is very much a ‘people’ business but it was also obvious from the judging that many agents are moving ahead of the competition through focussed development of their websites and social media. It was disappointing to note therefore that the simple task of answering a telephone or returning a call seemed to be a neglected opportunity for some. Looking after buyers and sellers is clearly of great importance to any business so that consumer dissatisfaction is at a minimum. Award winners all did that well but many of those winners also were able to show that they had in place structured training and development packages for staff, innovative rewards and were demonstrably good at looking after their employees. Success therefore appears to result from not only treating customers fairly but treating staff fairly. I congratulate all the award winners and applaud all entrants for exposing themselves to the process and give my thanks to the judges for their application to the task! Christopher J Hamer Chairman of Judges

LL WINN ERA ER V O

estate agency 2014

Sponsored by

Pygott & Crone Pygott & Crone is an agency which continues to develop and evolve. It incorporates traditional values into its innovative offering and enjoys a reputation which is second to none. Operating from seven offices throughout rural Lincolnshire, the team at Pygott & Crone covers a county which is approximately 2600 square miles â&#x20AC;&#x201C; no mean feat. The offices are prominently located, and are designed to strike a fine balance between contemporary design whilst remaining sympathetic to the traditions of their area. This attitude extends to the rest of the business; everyone has an excellent understanding of both rural and agricultural matters but uses the most up to date technologies for communication and promotion. Pygott & Crone invests heavily in technological advances. Whilst the partners appreciate that nothing can replace the personal touch, they also understand that clever and focused use of technology is the most efficient way to communicate with their clients as they are spread over such a vast area. There are many examples of how they make this approach work â&#x20AC;&#x201C;particularly effective is the use of drone cameras to film aerial footage for documentary style videos. This innovation works very well for the agricultural market, as often these instructions involve a main property, outbuildings, barns, estate cottages and woodland, and it can be impossible to convey the true scale using traditional particulars. They used it to great advantage when selling a local farm with over 600 acres of land; the four minute video was viewed over 211 times with 177 unique views and the resulting interest meant the property was sold through sealed bids achieving ÂŁ2m over asking price. The website was completely redesigned and rebuilt two years ago, and the directors have continued to add to its capabilities and functionality over the past year, so they now have an online presence across five websites. They have introduced vendor logins so clients can monitor their respective properties, review web stats and view feedback and property sale notes. This is operated alongside a bespoke property tracker. The directors spend a lot of time looking at overseas markets, regularly attending international conferences, and working with global estate agency trainers. This enables them to bring back refreshing and creative ideas, and also positions them as an authority within this network as they share examples of UK best practice as well. They are also ambassadors for Klas which is a referral network for professional sports personalities. This connection has generated a high number of property referrals and has also seen Pygott & Crone hosting testimonial dinners for a number of Leicester Tigers players.

Best Estate Agency OVERALL WINNER

LL WINN ERA ER V O

estate agency 2014

Sponsored by

Pygott & Crone is a member of over 14 professional bodies and redress schemes. Staff are fully encouraged and supported to gain industry certification and qualification. They believe that this association with industry schemes boosts client confidence in their professional standards, as they are totally transparent about redress routes and consumer rights should an issue arise. It also improves the teamâ&#x20AC;&#x2122;s confidence as they know they are acting within a defined framework of conduct. Every employee demonstrates a keen enthusiasm for corporate social responsibility and gets involved with CSR activities. They are prolific fundraisers for a number of local charities and are longstanding supporters of youth and sports clubs in Lincolnshire. A lot of the activities they undertake are often done discreetly without a fanfare of publicity or PR generation. This approach reaps long term rewards through the initiation of discreet word of mouth promotion. Pygott & Crone is the agent of choice in Lincolnshire and it manages to retain this position through the subtle but dedicated provision of service, professionalism and results.

Countrywide

Sponsored by

The directors’ ethos is, “National coverage; local expertise”, and Countrywide successfully combines the power of its infrastructure with the best of local agency service. This outlook is vital when managing 800 offices from Penzance to Stirling. There is a real sense of purpose: the directors have created a well-rounded environment so everyone feels they are making a valuable contribution to the direction of the business. Incentives and benefits are excellent, and the annual Chairman’s Awards publicly recognises and rewards high performing individuals in front of the team. Where possible, administrative tasks are centralised: the National Sales Support Centre looks after all branch administration, and the Customer Contact team provides greater coverage for out of hours requests. The dedicated Customer Relations Team focuses on resolving complaints and identifying areas for improvement. The attention to CSR is exemplary - branches design their own fundraising activities for their chosen charities, whilst the company as a whole continues to support Homes for Britain which is lobbying the Government to help end the housing crisis.

Reeds Rains

GOLD

2014 has seen Reeds Rains undergo a massive rebranding campaign. As one of the oldest and largest agents in the UK, Reeds Rains has a long history of trust and reliability and wanted to exploit this reputation for the benefit of the business. The aim was to revitalise employees and customers to show that it is different to its competitors. The campaign was built around the idea, “old meets new”, and was rolled out across a variety of materials and platforms but also through a central culture shift. An extensive branch refurbishment has taken place, with more planned for 2015. There has also been a significant investment in the in-house IT to provide a swift, integrated process with faster upload speeds and improved online services. Reeds Rains has adopted a culture of continuous development for its team, all designed to improve the service proposition through improved staff retention and by ensuring the entire team are property industry experts.

SILVER

Your Move BRONZE

As the biggest single brand agency in the UK, Your Move takes the view that size isn’t everything and seeks to offer clients a service full of personal touches. Irrespective of role, all staff can expect access to a rigorous and robust training programme, which is delivered via 11 regional learning academies. The MD operates an open door policy and has created a dedicated email address where staff can email him directly with ideas and suggestions. Your Move offers an enviable range of services which is constantly evolved in response to industry developments, client requirements and staffing needs. They offer advice and guidance to carefully targeted customer groups, cementing their position as market leaders, through carefully considered activities. The brand awareness is significant and plays a key role in the number of instructions Your Move receives. It is clear to the panel that the directors and team at Your Move take their position as one of the UK’s largest home moving companies seriously, and offer a service to match customer expectations.

Best National Estate Agency

GOLD

large estate agency

2014

Sponsored by

Hamptons International Hamptons is a very strong business and the judging panel was united in its decision to award the gold to this agency for the third year in a row. The directors and the team leverage their network and database for the benefit of the business and this approach has seen Hamptons expand its market share, international reputation and profit margins. Hamptons truly is an international company with a global network of over 7,000 affiliated offices. The Hamptons bible communicates the blueprint for the expected levels of service, and this is reinforced by the Hamptons Academy which provides bespoke trainee coaching for people who want to start their career in property. As a recruitment tool, this has proved invaluable as an incentive with 27 new people joining. They seek to innovate and to do this have set up the “Innovation Working Group” of 12 individuals who are known for free thinking and who are tasked with coming up with new ideas for differentiation.

Andrews & Partners

GOLD

SILVER

Andrews has undertaken a lot of work around branding to understand what customers perceive to be its strengths and weaknesses. The team has then used this information to make changes to the systems, processes and approach. This in turn has influenced the technology usage and marketing strategy, resulting in improved market share and customer feedback. They are also pleased to see increased rates of referral and repeat business with exemplary levels of customer satisfaction. The directors strive to ensure the team feels valued and involved so they hold an annual strategy day which all employees attend, and they also operate a work experience programme for employees’ children - over 20 children participated this year. As the only agency to operate with charitable status, Andrews’ commitment to social responsibility is high and its dispersal of charitable dividends is increasing on average by 40% year on year. This is a highly competitive category and Andrews should be congratulated on retaining the silver award.

Foxtons BRONZE

Foxtons tries to approach agency in a way that is different to other agents with the aim of challenging tradition and improving the way the industry operates. The core values reflect this – brand awareness, trust and authority, organic growth and a long-term plan. The team is committed to exceptional service and work very hard for their clients; everyone understands the core values and undertakes every action with these in mind. The marketing and brand awareness is exceptional and Foxtons is a market leader in these areas, however it understands that strong marketing only works when backed up by strong service and expertise. Foxtons’ training programme is thorough and robust, and it has a solid culture of promoting from within so the majority of the senior team have come up through the ranks, experiencing every department in Foxtons. Clients can therefore expect to receive expert knowledge and advice. One example of this is a recent instruction of a former glass factory which was proving difficult due to confusion around its status as a commercial or residential building. The negotiator worked with the vendors to apply for a change of usage to residential and the property sold.

Best UK Large Estate Agency

zoopla.co.uk/lettings-agency-of-the-year

primelocation.com/lettings-agency-of-the-year

Congratulations to all the winners We will proudly list and promote you as an award winning estate agent on our portals.

0844 502 1000 | members@zpg.co.uk

GOLD

northern ireland estate agency

2014

Sponsored by

Best Northern Ireland Estate Agency Hannath Hannath is an extraordinary agency, and the judging panel is thrilled to be able to award Michael and his team the gold award for a third year. Hannath seems to be the agency of choice in its location, and 2014 has been a year for expansion and growth. Having undertaken a full rebrand, it has also expanded its network and despite the costs associated with these activities, there has been tangible financial growth in the business. The rebrand is fresh and the materials are high quality and informative helping to position Hannath as an expert agency. The directors are always looking to drive the business forward - they participate in training and proactively seek networking opportunities, including joining a well respected peerlearning association. This passion for improvement extends to the entire company and they regularly engage expert speakers to deliver workshops to the team, and take them away for team building activities. There is a focus on CSR and the team designs and participates in fundraising events, adding to the respect this agency enjoys from its clients and neighbours

GOLD

Pinkertons SILVER

Victoria Murray at Pinkertons has undergone a total rebrand this year, including a complete redesign of the office which is now more akin to an upmarket café or retail environment and includes a garden where they regularly hold client meetings (weather permitting!). Pinkertons believe the quality is in the detail and instills this belief in every action. As the Northern Irish market becomes more stable, Pinkertons has recognised that its clients’ requirements are diversifying and it is adapting its products and services to meet these demands. Victoria and her team have taken the view that it’s not about giving back, but more about “paying forward”, and they are mixing business with pleasure through building a dynamic network of relationships with other local businesses from restaurants to gift shops. The IT framework and equipment is impressive; not only does this improve the customer experience but also helps Pinkertons fulfill its sustainability pledge to be a paperless office where possible. This is a business which successfully combines personal service with excellent infrastructure.

Best Property Services – shortlisted

Best Scotland Estate Agency McEwan Fraser Legal Following its unbridled success at the 2013 awards, this agency has striven to stay 2014 head and shoulders above itsInnovation competition. Of the many initiatives introduced this year, the one that stood out for the panel is its Accessibility Campaign. INNOVATION 2014friendly homes in Having recognised there is a shortage of 30,000 wheelchair Scotland, the team set out to remedy this. Every new instruction now undergoes a comprehensive survey to assess its accessibility levels and this forms part of the particulars. Theyâ&#x20AC;&#x2122;re also championing visibility on this issue, with the result that (Please note this entry is interactive with video links provided) MPs are on board with this initiative and McEwan Fraser is acting as a lobbyist to ensure that all Scottish agencies have to provide a quota of properties for this under represented market. This innovative attitude extends to all areas of the business and McEwan Fraser should be proud of its contribution to improving the public perception of our industry.

GOLD

scotland estate agency

2014

Sponsored by

Aberdein Considine (Please note this entry is interactive with video links provided) This is a hugely impressive business that has grown rapidly over the past 18 months and can now be considered a national brand. Unafraid to innovate and adapt, the directors understood that with such quick growth, it is often hard to maintain standards and consistency so they worked hard to mitigate this during the planning stages. This foresight enabled them to expand the business whilst retaining and rewarding their team, and preserving consistency of service levels. Staff can enjoy unrivalled opportunities for progression and the training and development programme is varied and comprehensive. As well as opening 8 new offices, Aberdein Considine has also expanded its online presence through a variety of social media platforms and digital marketing so it is growing its brand awareness via online and offline channels. The approach of this agency is straightforward and honest, and they enjoy an excellent reputation as a trusted brand.

GOLD

SILVER

Clyde Property Clyde Property is a well-respected, established firm of agents set on delivering the very best service. Unafraid to have difficult conversations, this business excels in managing expectations and solving problems, with the result that it often brings a sale to completion where other agencies have perhaps struggled. There is a firm emphasis on getting the job done, and the team undertakes every action with this focus in mind - no activity is wasted. As an Investors in People company, training, progression and reward is taken very seriously, with the result that staff retention is extremely high. Many of its instructions come via recommendation or through repeat customers and there was strong evidence to suggest that this can be attributed to the relationships which have built up between the team and their clients. The MyClyde system is excellent and enables all parties to enjoy full transparency of progress and actions throughout the sales cycle. Vendors, buyers and developers are all confident that they will receive the very best service possible, from people they know and trust.

BRONZE

McQueen Legal â&#x20AC;&#x201C; shortlisted

GOLD

wales estate agency

2014

Sponsored by

Best Wales Estate Agency Peter Alan The judges are thrilled to give this agency the gold award hat trick in this category. For a large agency the standards across all branches are excellent and the panel was pleased to note real evidence of significant investment in the business. To maintain these standards over a number of years is notable and the fact that the directors continue to invest in their systems, processes and teams demonstrates an innate understanding of what they need to do to stay ahead of the competition. The internal systems are set to provide an innovative approach to measuring feedback which is encouraged in real time so the directors can take a company-wide view as to what their customers are saying and doing, and how they feel. The team should feel valued and there is a clear policy in place for internal staff progression through the management hierarchy. The aim of the board is to create a warm and friendly environment for both clients and staff, and this extends to their CSR commitment. Peter Alan is a well rounded company which is really going somewhere and the panel looks forward to seeing its continued development in future.

FBM

GOLD

SILVER

FBM has not only implemented some great new practices but has also spent time improving those methods which have worked well for it in the past. The personalisation of the marketing material is a really nice touch and particularly appropriate for FBMâ&#x20AC;&#x2122;s marketplace. The valuation to listing ratio has jumped by 34% which shows exactly the impact this has had on their market, and delivered a fantastic return on investment. The team pay careful attention to their clients and spend a lot of time with them upon instruction to ensure they fully understand every aspect of the moving process, especially with regard to timelines and what happens at different points. Sellers receive hand delivered guides which is a pleasant personal touch, and all viewings are accompanied. This approach is helping avoid many issues as expectations can be managed and communication is at the forefront. If FBM continues on this path, the panel has no doubt it will reap fantastic results.

Beresford Adams; Kelvin Francis â&#x20AC;&#x201C; shortlisted

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Pygott & Crone

Sponsored by

The main area of focus this year at Pygott & Crone has been to further improve both the customer service standards and also the internal culture and environment for the team. Given that both of these areas already operate at a very high level, this undertaking required a great deal of thought prior to implementation. The partners have also sought to continue to integrate frontline technologies i.e. those that directly benefit the clients. They take a visionary approach to the future of the business and spend a significant amount of time looking outside the UK property industry to gain experience, ideas and contacts which are of benefit to the company and the client. The sales progression team display top notch skills and drive the sales through with tact and determination, reducing the pressure on the frontline negotiators. Pygott & Crone is a leading Lincolnshire agency which should act as an example of best practice for the rest of the industry.

Brand Vaughan GOLD

GOLD

Brand Vaughan is an absolutely fantastic business. The directors have given careful thought to the sort of agency they want to be and plan accordingly. The look and feel of this agency is fresh, funky and very attuned to the Brighton area in which it operates. The website and marketing materials are extremely high quality, and this attention to detail extends to the classy photography and beautifully written particulars. Photographers and copywriters attend valuations with the negotiator to meet the vendor and talk to them directly about the property and what it means to them. This adds warmth and personality to the collateral. Having expanded to two offices, the business continues to grow at an impressive rate (the volumes of sales have doubled): Brand Vaughanâ&#x20AC;&#x2122;s reputation is so respected that there has been considerable growth in instructions coming in from locations outside its usual geographic area.

BRAND â&#x20AC;˘ VAUGHAN GOLD

Best UK Paramount The team at Paramount operates with absolute transparency and honesty. They believe in valuing properties fairly, rather than overvaluing to secure the instruction, to the extent that they encourage vendors to request comparative valuations from other agencies. Once an offer is accepted, they also proceed by asking both parties to place 1% of the purchase price in a deposit contract which provides peace of mind and prevents offers falling through because of gazumping or gazundering. Through this they have reduced sale fall through from 30% to 3%. Training is excellent as the directors understand that by meeting the needs of individuals they meet the needs of the clients. Employees must gain technical qualifications and stay up to date with legislation and best practice but outside of this, are encouraged to request courses that are of personal interest with all requests being evaluated on their own terms. Paramount is an aspirational business which acts as an example of industry best practice.

Best UK Medium Estate Agency

Best UK Small Estate Agency

K Single Office Estate Agency

london estate agency

Marsh & Parsons medium agency

Marsh & Parsons never fails to impress and the judges once again found it to be a truly outstanding agency. The team consistently strikes the right balance; they are knowledgeable but not knowit-alls and friendly but not familiar. Trying to differentiate in such a competitive market is difficult but Marsh & Parsons manages to distinguish itself through a number of fun, imaginative initiatives such as building a branded flower stall on Kensington High Street and sending out 10,000 boxes of art materials and games in the summer holidays to local children. Understanding that the ability to market is the central service provision, the team works hard to ensure they pay the same attention to raising the brand awareness of their agency as they do to marketing the properties on their books. This is a key message for their demanding clientele who have extremely high expectations of the service they will receive. They won’t be disappointed.

2014

Sponsored by

GOLD

SILVER

Martyn Gerrard medium agency

GOLD

SILVER

SILVER GOLD

Martyn Gerrard opened his first branch 50 years ago, and to this day the firm holds fast to his vision of providing a friendly service that puts people before profit. This commitment extends to raising professional standards and promoting best practice across the industry. Training is taken very seriously and all employees are given excellent opportunities to learn, starting with their induction. The ongoing syllabus is designed around three areas: Foundations, Product Knowledge and People Skills, and there is a mixture of staff in each session from board members to junior negotiators. The staff are actively involved in the community – Martyn Gerrard sponsors one local school per office, and supports two local charities. When they receive business as a direct consequence of their charity work, they donate a portion of the fee back to that charity – the judges thought this was a particularly nice touch.

Keatons 16

medium agency – shortlisted

Best London Estate Agency Anthony Pepe

Paramount

In a highly competitive marketplace, Anthony Pepe has managed to find ways to differentiate itself from its competitors through a raft of impressive new initiatives. With fees being an issue in the London market, Anthony Pepe has offered an innovative solution: Pay What You Think. It has given clients the option of paying what they think the service was worth between 1% and 2% after completion, resulting in a higher average fee, as those opting to pay 2% is growing all the time. The teams have installed a lending library in their Haringay office, increasing foot traffic through the branch and encouraging the staff to get to know the local residents. Finally, they now produce a Keepsake book which is a beautifully produced hardbound copy of the individual property particulars. They print two – one for the office and one for the property – giving one copy to both vendor and buyer after completion. This agency really is one to watch.

Paramount is a polished business with fantastic presence in its local market. The judges felt the team offer unexpected touches and it is this that makes this agency stand out. Operating in a competitive patch, the directors allocate time to analyse the business results and then uncover ways to improve further. Following feedback from an elderly customer who struggled with the paperwork, they revamped the forms to make them easier to understand with friendlier language with great results. They have built relationships with local businesses in order to offer goods and services to their clients. The profits and turnover is strong and showing growth greater than that which can be attributed to a strong market. Paramount is an excellent business, as proven by its profitability, feedback and reputation.

small agency

single office

Haus Properties small agency

Haus Properties continues to impress. Director Jamie Lester is thought provoking and passionate about his way of doing estate agency. He has created an entrepreneurial culture which encourages new and innovative ideas, making for an exciting working environment. The offices also communicate this ethos as they’re designed to immediately put clients at ease; the hub is actually the kitchen table. An Artistic Director oversees the photography and works with the vendor to produce bespoke particulars. They take a fun approach to marketing; one recent example is a postcard with a shoe keyring attached to it with the caption, “Now we have our foot through your door…”. This cheeky approach is indicative of the way Haus does business; the approachable team successfully dovetail a relaxed and friendly attitude with a keen, dynamic approach to getting the job done.

Anderson Rose single office

This agency is led from the top by a credible and knowledgable individual, and has gone from strength to strength since winning Best Newcomer in 2012 and the silver award in this category last year. That it has managed to win silver again in a competitive category shows how credible this business is. The director looks at ways in which the business can help itself using its existing customer base; one recent initiative is to empower tenants to buy by sharing news of help-to-buy schemes and other methods of funding. The team has outstanding local knowledge and takes a fun approach to sharing this with clients, such as knowing where Bridget Jones kissed Daniel Cleaver, and the penthouse where John Cleese stripped off in “A Fish Called Wanda”. Due to high demand for investment properties in his area of operation, the director has proactively developed relationships with key individuals in the overseas market to build this area, with 30% of instructions now coming via this route.

Ellis & Co, Golders Green Anthony Webb

small agency – shortlisted

single office agency – shortlisted

east of england estate agency

Thomas Morris medium agency

Thomas Morris is recognised as a market-leading provider of property related services and its ongoing customer service standards and sales success justifies this reputation. The seven partners remain involved in the day-to-day running of the business, and with over 200 years combined experience, they bring professionalism and integrity to every undertaking. Everyone at Thomas Morris displays genuine passion for property and people: they believe that personal service matters more than ever, and they focus on the real needs of buyers and sellers. The philosophy is, â&#x20AC;&#x153;Commitment to Qualityâ&#x20AC;?, and this ethos is demonstrated through every activity. They use a clever blend of online and offline marketing and make active use of key data from the portals. Having won the silver in this category in 2013, the Thomas Morris team should be very proud of their achievements: this is an agency with an enviable track record.

2014

Sponsored by

GOLD

SILVER

Beresfords medium agency

GOLD

SILVER

SILVER GOLD

Beresfords is one of the largest independent estate agents in its location and has carved out a niche for itself providing some of the highest levels of service the panel has seen. Since opening its doors 46 years ago, Beresfords has grown to become a dynamic business with over 20 offices and 170 staff. The directors have fully embraced all industry and technological changes and have established a great marketing strategy, which is managed by a team of in-house experts. It is evident they are well respected by the community and this affection has grown through the number and quality of events and fundraising initiatives they undertake, but is also due in part to its longevity; Beresfords is proud to have represented several generations of the same family in many cases. This agency is in an extremely strong position and with ongoing expansion plans, and high levels of repeat business, it is a force to be reckoned with.

Best East of England Estate Agency Sewell & Gardner

Ashton & Charters

Having won this award last year, the judges commented that this business has continued to move forward and innovate. A young and dynamic team is given autonomy in their roles resulting in greater staff retention and decisive customer service. Employees are trained to ask themselves during and after a sale if they’d be happy with receiving the service they’d provided, and if the answer is “no”, to then identify what they could have done better. This introspection is applied to all activities, and the directors operate an open door policy to encourage communication. They conduct a 24/7/28 service so contact buyers one day, one week and one month after completion to check everything ran smoothly, and to see if they can continue to help in any way. The technology is impressive and used for the good of the client rather than for it’s own sake. Sewell & Gardner has grown every year since inception and will continue this trend in 2015 with the opening of another office.

For a young agency, this company is outstanding. The team is on a mission to shake off the traditional estate agency reputation; the whole ethos is to become part of the community. They understand that awareness and reputation is based on customer perception so have executed a number of measures to stand out. They have implemented a smart casual dress code so they blend into the high street surroundings, and understanding the importance of interior design as a way of making customers feel comfortable, the office has more of a coffee shop vibe. The team wants to get to know their customers and offer twists on services such as “welcome to your new home” gifts to include pets and children. The central idea is to keep things simple and be the best they can possibly be, and the judges agreed that Ashton & Charters is an excellent agency.

small agency

Chilterns small agency

The team at Chilterns is seeking to carve out a space in niche areas and they do this with aplomb. They work with a number of overseas clients, including many from the US Air Force. The entire team understands the importance of investment but also appreciates the importance of applying time and attention to the business across all customer touchpoints. To this end, they have developed a specific identity called, “Chilterns: Community Matters”, through which they not only sponsor local events but also get involved, for example, acting as safety marshals at the annual beer festival. All communication whether Facebook posts, Twitter updates or press releases must pass, “The Triple E Test”: does the piece Educate, Entertain or Engage? It must pass at least two of these criteria before publication. Chilterns is committed to being the bridge between its clients’ current situations and their dream of a new property, and the team does everything they can to help.

single office

Zoe Napier single office

This is an agency which focuses on prestige properties in two very specific areas: equestrian and waterfront, each of which has its own website so clients can be clear on the relevant expertise. Team members are also separated into their respective specialisms with one expert allocated to each transaction for consistency of service. As can be expected with this level of specification, the sales can be very complex and difficult to manage so the standard of employee is exemplary (with combined experience of over 100 years), and the training and development programme is robust and detailed. Every customer receives a clear marketing schedule and strategy which includes comments and information on possible planning and title issues so expectations can be managed from the outset. The team lives and breathes rural life, competing in horse trials and country sports, so can speak with authority and familiarity to the clients on matters which are of importance to them.

midlands estate agency

Pygott & Crone medium agency

Pygott and Crone is a very impressive agency that knows its stuff. Much of its business comes via referrals which is testimony to how well regarded this business is in its area. Having won the gold in this category last year, the judges felt that the team had continued to innovate: they remain head and shoulders above the competition. Everyone at Pygott and Crone view themselves as problem solvers and take a proactive approach to mitigate potential issues through positive communication. All the departments are aware of their importance to the business as a whole and work well together for customer benefit. One example is negotiators working with the lettings teams to negotiate short term lets for buyers and vendors who require this as a solution. As experienced agricultural agents, Pygott and Crone is not afraid to use innovative ways to market this traditional area with great results.

2014

Sponsored by

Butters John Bee medium agency

GOLD

SILVER

Butters John Bee has invested heavily over the past 12 months with significant expenditure across the branch network and the website, so customers can therefore access improved services both in person and online. Not only have three new offices opened this year but two more are scheduled for 2015, and the website has undergone a total revamp. After experiencing issues with recruiting the right people, the directors launched an apprenticeship scheme to attract school leavers on the basis that they can train them up to their exacting standards from scratch. Having consulted the senior team to elicit their support, they took on six apprentices, all of whom are still with the company, and there are plans to make this an ongoing scheme. This fits well with its existing ethos of promoting from within. Butters John Bee is a first-rate agency.

Goodchilds medium agency SILVER GOLD

Goodchilds understands the importance of delivering on a promise, and accept there will be consequences if it fails to meet this standard. It is this attitude that led to the design and implementation of the 43 day challenge: if the team fails to sell a property within 43 days, they forfeit 5% of the fee. Vendors can expect regular updates via their dedicated sales progressor and the customer charter sets out the level of service they will receive â&#x20AC;&#x201C; this is given to them upon instruction and followed through the entire process. The directors also take an innovative approach to their staff so they operate a standard contract but also ask new recruits what they personally value from employers and tailor the benefits and rewards accordingly. Although the market is improving, Goodchilds is seeking to maintain the exemplary standards it adhered to when the market was tough; this attitude should be commended.

Best Midlands Estate Agency Nicol & Co

Jon Mellor & Co

Nicol & Co is a pioneering business with excellent customer feedback, and the directors should be applauded for taking this agency from start-up to market leader in just five years. It is the focus on customer service and community involvement that has enabled them to grow to two offices, and expand into lettings. The directors take a progressive attitude to their staff, offering flexible working hours and excellent remuneration alongside diverse training and social events. Everyone at Nicol & Co is heavily involved in fundraising for local charities, recently funding the repair of a children’s playground which had been damaged by vandals; they raised enough money to add new equipment as well. This agency is run by an enthusiastic team who know their patch inside out; that they enjoy excellent market share, and high levels of referral business is testament to their hard work and passion.

This agency won gold in this category last year but the owner has shown that he hasn’t rested on his laurels offering exemplary service levels and improving on already high standards. Operating in a traditional market, Jon Mellor & Co seeks to innovate whilst respecting that many of its clients prefer traditional means of communication. An example of this understanding is the completely redesigned website which is fully responsive and seeks to present the firm’s state-of-the-art side whilst preserving its trusted traditional image. The firm’s local reputation is excellent and continues to grow through a careful combination of homegrown activities backed up by outstanding service and expert knowledge. It is the main sponsor of the local military tattoo and football team and also fundraises for schools. The brand is a recognised and respected presence through its excellent high street location, branded car and giveaways.

small agency

single office

AP Morgan small agency

AP Morgan is a young agency that is expanding significantly, achieving high standards across the board. With a reputation for plain speaking and honesty, the team at AP Morgan are well respected and liked; for such a new agency, the panel was impressed with the level of repeat business and referrals. The staff can expect excellent training; the directors are uncompromising in their expectation of customer service delivery but they have worked hard to create a warm and friendly office environment, and the rewards and incentives are very good indeed. The systems have been carefully thought out and implemented, and are easy to follow. The directors have robust plans for growth with a clear path as to how they intend to achieve this. The panel could see every sign that they are on track to meet their targets.

Mark Webster & Co single office – shortlisted

northern estate agency

Preston Baker medium agency

This is an agency that gets it right in terms of detail. One area of strength is absorbing all available technologies and matching these with exemplary customer service. There is a strong focus on identifying and measuring every aspect of the customer journey in order to constantly improve and evolve. The directors innovate and introduce new ideas that continue to impress, and they fully understand how measuring their successes can lead to even better initiatives. They enjoy sharing statistics with clients as these help vendors understand key measurables from listing to completion timeframes and asking prices versus accepted offer prices. Everyone at Preston Baker sees themselves as Arbiters for the moving process and work hard to ensure the process is as smooth as possible, identifying areas of potential issue and addressing these in a timely and proactive manner.

2014

Sponsored by

Manning Stainton medium agency

GOLD

SILVER

Manning Stainton is a perpetually successful agency and this success can be directly attributed to the attitude and actions of the team. The directors have put in place a dedicated Customer Service Team called, “The Link” which has been really well received and is proving a major success: this initiative has had a huge impact on Manning Stainton’s ability to deliver exceptional service standards. This year they took the decision to open 12 hours per day, seven days a week so now operate the longest opening hours of any high street agent in their region. The directors have measured the financial implications of this and have found a significant improvement to the bottom line. The panel also liked the, “Moments of WOW” scheme, which sets out the level of service customers should expect at the moment of first engagement with a Manning Stainton team member.

Gascoigne Halman medium agency SILVER GOLD

SILVER

At Gascoigne Halman the managers are matched to the area they serve according to their knowledge, skill and personality. There is a proven track record of internal promotion – the three newest managers all started as juniors and have worked their way up. Individuals are encouraged to work using their own initiative and common sense but always to the standard set out in the code of conduct. Next year is the 25th anniversary of this business and they are planning a number of ways of celebrating and promoting this. 2015 will therefore see the launch of the Gascoigne Halman Community Challenge through which local charities will bid for a slice of a £25,000 fund the directors are making available. The directors believe this focus on charity in a year of celebration is a fitting tribute to their focus on fair and honest dealing over the past 25 years.

Best Northern Estate Agency Karl Tatler

Iglu Estate Agents

The judges remain impressed by the attention to detail and focus on improvement demonstrated by this agency. Karl Tatler and his team have a remarkable empathy and connection with all their clients. In the first nine months of this year, the majority of instructions were via referrals or repeat business. They are renowned for their innovative and proactive approach and customers therefore have extremely high expectations of the service they will receive. Continuing to grow as a business, Karl Tatler opened its fifth sales office in September and has completely rebranded and refurbished the other four branches. The introduction of, “bite sized training”, delivered by Karl in 30 minute sessions has been immensely successful and is probably the single most effective initiative introduced this year.

Iglu Estate Agents occupies a highly prominent office in York City Centre. Starting as it meant to go on with relationship building, it employed local tradesmen to complete the office refurbishment, and a former vendor painted the art work on the walls. Having realised that they will always have to evolve to stay ahead of the competition, the directors’ default position is one of providing faultless service; anything less than this is unacceptable and is addressed following analysis. All negotiators view every listing so they can speak with authority to any potential buyer, and all viewings are accompanied. It is also standard practice to deliver keys personally to buyers on day of completion, and fees are discounted if a property hasn’t sold within 8 weeks of listing. The team works in a friendly environment which offers a healthy work/ life balance with excellent rewards from competitive remuneration to social events.

small agency

single office

Grisdales small agency

The judges quickly identified that Grisdales really is an agency that cares. The company mission is to guide clients every step of the way with passion, honesty and expertise. These are the core values that run through every aspect of the business, from first contact to completion. The team remains professional and honourable in everything they do, always putting the client first. Negotiators work closely with clients so they can bring the property to life when talking to prospective purchasers, and also when collating the particulars. There were numerous examples of lovely customer service, for example one of the directors accompanying a bereaved vendor to all her viewings (even those through other agents) to add support during a difficult time. Everyone at Grisdales contributes ideas and suggestions and all strive towards the common goal of being the best estate agency within West Cumbria.

Logic Estates single office

Logic Estates is a proactive agency which embraces change. With a reputation for honesty and service it is a market leader in its area for providing accurate valuations with favourable terms. The team wants to prove its worth to clients and give them confidence in their ability to sell a property so there is no minimum period contract. The communication is excellent with all viewings followed up after 24 hours and everyone at Logic focuses their energy on getting the best deal for the vendor. Management is supportive and there is a strong culture of mentoring alongside stringent training and development. The team fully understands what is expected of them and know they will be rewarded for hard work and initiative. The directors sit down with the staff each month to go through the minimum standards checklist and objectives with the standards being raised thereafter according to success levels.

Andrews Estates

small agency – shortlisted

Nick & Gordon Carver small agency – shortlisted

south east estate agency

Glyn-Jones medium agency

This agency doesn’t operate sales and lettings departments – the team is trained across both disciplines giving first point resolution to the client. This synergy between the two disciplines means that every frontline employee can identify the most effective solution for their clients and offer considered advice. The directors recognise that staff satisfaction is crucial to the business, as engaged staff buy into the proposition and actively promote the brand through word of mouth promotion and their actions. Staff retention is very high (in the past three years they have only lost staff to maternity leave and retirement). They believe that this consistency in personnel is key to their ongoing success; repeat clients often find themselves dealing with the same people who progressed a previous transaction. Everyone at Glyn-Jones is extremely driven but they operate in a humane and ethical manner, understanding that success comes from providing excellent customer service.

2014

Sponsored by

GOLD

SILVER

Beals

medium agency GOLD

SILVER

BRAND • VAUGHAN SILVER GOLD

MADDISONS R E S I D E N T I A L

The directors at Beals have built a business that has grown organically since its launch with no borrowings – it has turned a profit every year. This financial acumen extends to other areas of the business; Beals owns most of its offices. Not only does this help the value of the company but also adds a significant level of security and comfort. There is a clear policy of promoting from within: every single employee has the opportunity to become an equity partner if they demonstrate the right amount of dedication, drive and get results. Two of the partners started at Beal’s as juniors (one on a YTS scheme, and one as a weekend admin assistant) so the staff can see that this goal is achievable. Clients reap the benefit of this approach as they receive expert advice from long established individuals. Beals celebrates its 20th anniversary next year and the panel is sure that it has at least another 20 successful years to come.

Best South East Estate Agency Brand Vaughan

Ashington Page

Brand Vaughan is an excellent agency that continues to impress year after year. The directors have an eye for detail and apply this to every aspect of the business from online activity to the staff training programme. The particulars are very high quality and properties are marketed using a raft of tools and platforms, including premium online advertising, professional copywriters, video tours and PR. Staff retention is extremely high and a number of the team have been with Brand Vaughan since the outset, so are absolutely onboard with the company’s values and ethics. They produce property briefing sheets as standard so clients always get an answer to their questions. The panel are pleased to add another gold award to Brand Vaughan’s collection.

For a single branch agency, this company demonstrates a strong corporate image which wouldn’t be out of place in a national business. Ashington Page has spent the last year rebranding the entire business and rebuilding the website to excellent ends. From the first point of contact (which is always director led), the agency always uses the term client rather than customer as this implies a long-term view of the relationship rather than a one-off transaction. The company has invested in ways to make the property transaction as transparent as possible with videos to explain each part of the process and a comprehensive marketing strategy gives the client a level of exposure and service in line with the highest expectations. Ashington Page is a well-established and highly innovative agency, with a really fresh approach to growth. It shows a real determination to deliver the highest quality of client service at all levels, in a fun and fair environment.

small agency

single office

Waterfords small agency

The team at Waterfords identified their personal brand and what this meant to them at the inception of the business, and have worked over 20 years to create an agency which demonstrates this ethos at all times. They have developed, “The Waterfords Way” as a guide for every customer touchpoint from how and where they market to tone of voice to enquiry response times. Unafraid to innovate, they have implemented a number of excellent initiatives over the past year including, “The Diamond Package”. This is offered at no extra cost to qualifying properties and includes Rightmove Premium Listing, dynamic 3D Floor Plan, advertising in London Magazines, Audio Agent feature and a bespoke brochure. The directors apply stringent methods to measure and analyse return on investment and they fully understand the positive impact their initiatives have made to the bottom line. Waterfords is a premium company trusted for its reliability and honesty.

Maddisons single office

Maddisons is a shining example of how the industry could be represented and wants to change public opinion on how estate agents offer value for money. The team invests hugely in the clients before the instruction stage and pays a huge amount of attention to the finite details. With 95% of instructions for this new agency coming from personal referral it seems the service and personal touches are paying dividends. The business owner has a background in high wealth banking and is bringing this precision to detail and level of client service to the property industry. She is very passionate with excellent attention to detail, and has a clarity of vision for the future of the business that sets her apart from the competition. The team share her vision and ethos and take pride in playing their part in building Maddison’s reputation. The panel’s comment was that this innovative agency is a star of the future.

Sawyer & Co; Streets Ahead small agency – shortlisted

south west estate agency

medium agency CJ Hole is led by a forward thinking director whose mantra is to make each day feel as though its their opening, and to retain the energy and enthusiasm of that first day. This extends across all aspects of the business from small touchpoints such as ensuring the office is immaculate when the doors open, to large initiatives. The working environment is exciting and challenging and there is a strong commitment to staff training. The culture is one of reward and employees are compensated for dedication and loyalty via financial incentives but also by public recognition of their efforts. The directors are keen to retain the atmosphere of a local agent so the majority of the staff live locally and know the areas extremely well. Everyone is also encouraged to get involved in community good causes. They understand the importance of measurement and the metrics are excellent, as are the results.

2014

Sponsored by

GOLD

CJ Hole

SILVER

Webbers

medium agency GOLD

SILVER

SILVER GOLD

Webbers has been built on a foundation of exceptional knowledge and skill, and this has stood it in good stead as the team operate across three very different counties. Negotiators and valuers have to work hard to stay up to date with industry developments, legislative changes and the economy due to the sheer scale of the areas they manage: rural hamlets, busy city centres and retirement living to name but a few. This level of differentiation also therefore extends to the client base so there isnâ&#x20AC;&#x2122;t a â&#x20AC;&#x153;one size fits allâ&#x20AC;? solution; single city dwellers have very different expectations to agricultural families with each having to be managed accordingly. Clearly the Webbers team manages these expectations extremely well as they enjoy a 97% referral rate. They have achieved Investors in People Gold status and three of the five board members sit on national advisory councils. Webbers is an expert agency and clients are in good hands.

Best South West Estate Agency Sawdye & Harris

Helmores

Silver winners in this category last year, Katie Griffin and the team at Sawdye & Harris have gone all out to build on this success and show customers why they are a gold standard agency. As the key driver of the business, Katie has a huge affection for the company and her energy and enthusiasm is heartfelt and genuine. RICS and NAEA qualified, it is quite apparent that her knowledge across sales and technical is extensive as she inspires the team to work with her. This focus on learning extends to the team who are given excellent training opportunities and are encouraged to keep studying. It was also clear that the culture is one of reward and incentive so the staff know their hard work and dedication is recognised. High market share and excellent valuations ensure the negotiators achieve asking price or close to in the majority of cases. Congratulations on winning the gold.

Staff retention at Helmores is excellent and the culture of reward is exemplary especially when viewed in the context of this being a single office business. Everyone at Helmores works to a very high standard and with autonomy, to the extent that a negotiator emailed a client from a holiday in Australia to congratulate them on completion. The aerial videos which are filmed, edited and published in-house are completely innovative in the industry, and not only can income be directly attributed to this idea, but it has also brought in new business via a national housebuilder which rates the proposition. Helmores won the gold in this category last year, and the panel could see clear development and improvement on its already high standards so is delighted to award this agency the gold once again.

small agency

Lovetts

small agency Lovetts is another agency in this category which has built on its success from last year, and the judges are pleased to reward this effort with a jump from shortlist to silver. The director is very passionate about property and his infectious enthusiasm is underpinned by a canny knowledge of the property business in his locality. The team has a keen eye for a marketing opportunity and use these to publicise the business they are so rightly proud of. The main goal is to connect with the entire community irrespective of service requirement so they can raise awareness of their brand, and ensure it is liked and respected, ready for recommendations. This approach has led to a number of fun events and initiatives such as, “Secret Agent”, where anyone can recommend a vendor and receive 20% of the commission as a reward when the property sells, and the “#Lovett Millionaire” competition which enjoyed huge publicity and buy-in.

single office

Thompson Estates single office

Thompson Estates is an agency whose brand is synonymous with honesty, integrity and professionalism. Led from the top by a handson director who enjoys a high profile in the local area, she has spent the last year working with her team to help each individual build the same high profile. They have set up their own charitable trust to raise and distribute funds for good causes, raising over £15,000 this year. All clients can be assured they will receive the best possible service irrespective of purchase price, but mindful of the fact that many properties on Jersey are prestigious, Thompson Estates has set up an in-house suite called, “The Confidential Suite”, where they can meet individuals for whom privacy and discretion are of the utmost importance. Margaret Thompson’s vision is that the clientcentric service she and her team provides will continue to maintain Thompson Estates’ position as the agency of choice in Jersey; the judges see no reason to disagree.

GOLD

innovation estate agency

2014

Sponsored by

Best Innovation Your Move Your Move needed to streamline the HR and payroll processes so the relevant teams could view and control data easily and with minimum pressure. At the same time, the staff had also suggested via the annual survey that they would like more flexibility around the benefits offered. Both changes needed to be executed in a smart way which reduced admin and allowed transparency so they decided to implement PeopleMatters and ChoiceMatters, (online HR system and flexible benefits platforms), across Your Move in 2014. This involved a huge amount of background work before launch, from identifying technologies to data cleansing. HR piloted the programmes and ironed out glitches before it was rolled out across the company. Both systems give Your Move’s people greater control over their information, and also helps meet Your Move’s sustainability goals due to a decreased requirement for printing documents. PeopleMatters and ChoiceMatters are great examples of innovative solutions which are useful and valued.

McEwan Fraser GOLD

SILVER

BRONZE

McEwan Fraser’s idea was implemented as a direct result of a distressing incident with a potential buyer, who had travelled to view a property she thought was perfect and met her mobility requirements, only to find she couldn’t even gain access to the property. McEwan Fraser introduced an innovative new property search system call PAL (Potential Accessible Living) to enable people with mobility impairments to find suitable properties. Each property is assessed against eight criteria covering steps to door widths, lift provision and unrestricted parking, and if they meet one or more of these they are marketed with the PAL logo, and listed on the accessible living page of the website. The directors spent time qualifying their research and found the situation they’d experienced was not isolated; there is a 200,000 property shortfall in Scotland for people with mobility issues. They worked closely with the charity, “Capability Scotland” and other experts, to ensure that they dealt with this issue sensitively and using the correct language, and also to assess what training their team would need to assess appropriate properties. This is an innovation that ticks all the boxes; it raises the agency profile, benefits the customer and has positive implications for the industry as a whole.

Helmores As one of the UK’s longest standing agencies, the Helmores team are rightly proud of their heritage but are always looking to solidify this reputation with the best in new technology. Having identified that one point of differentiation in their location would be the use of aerial photography, they then sought to take this further and provide aerial video footage of their properties and the local area. Having looked at the costs of using an external company, they decided to bring it in-house and produce everything themselves; they fly the Unmanned Aerial Vehicles, film, edit and market the footage online. The decision to bring this in-house meant that one of the partners had to obtain the BNUC-S qualification and a Permission to Fly certificate from the Civil Aviation Authority to pilot the UAV, and then had to learn how to film whilst flying! As country houses on vast estates form a large part of their stock, aerial films are a great way to show them off, and they have seen an increase in these instructions as a direct result of their films. Vendors are invited to watch the filming which helps the relationship through engendering interest in the process and allowing the agent to spend time with them. It has generated a great deal of national media interest and the films are enjoying huge viewing numbers on their Youtube channel.

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GOLD

Best Marketing

marketing estate agency

2014

Sponsored by

Your Move Your Move set out a very clear remit with its new marketing campaign; win more instructions by carefully targeting customers with a single-minded brand message. This brand message was very simple; focus on the brand’s purpose of genuine helpfulness. When independent market research showed most people rate ‘agent helpfulness’ as one of the top three most important requirements, the team looked to reinvigorate Your Move’s look, feel and tone of voice to meet this stipulation. The team designed a campaign which highlighted Your Move’s helpfulness, emotional essence and purpose. This was rolled out across the entire company including franchise branches, with a raft of materials, and a good mix of centrally coordinated activities and local branch initiatives. At the launch phase, the marketing campaign went on a roadshow to promote the campaign to the team with over 75% of the Your Move team attending one of the events. The messages were reinforced with additional training sessions delivered to all Valuation Managers, quality print materials, social media activity, use of their CRM system, PR, blogs, newsletters and online advertising. To run a slick and effective campaign across this number of outlets is impressive and Your Move achieved this with total consistency of message and quality.

Linley & Simpson GOLD

SILVER

Linley & Simpson’s campaign was designed for a very specific purpose (to announce and celebrate the phased rollout of a residential sales offering across all 10 branches), and it tapped into the excitement generated by a high profile event – the Tour de France. With offices in Harrogate, Wetherby, Ripon and Ilkley – all towns which were heavily involved in the tour – Linley & Simpson leveraged the publicity in the areas for the benefit of the business. The campaign ran across all media but what generated most interest was the branded, limited edition yellow jersey boards. A competition tie-in and a charity cycle ride undertaken by the team all added to the excitement. The level of publicity and attention this campaign garnered is very impressive, and the fact that it was endorsed by the Welcome to Yorkshire organisation, which is responsible for bringing the Tour de France to Yorkshire, is the icing of the cake. The success of the campaign was tracked through a variety of methods and every new instruction can be directly attributed to a particular lead source. Over the four month duration of the campaign 256 new instructions came in, with income 39% over budget.

Andrews & Partners BRONZE

Through monitoring its web traffic, Andrews & Partners recognised that over the quiet Christmas period, the number of web visits spikes on Boxing Day. However as most new vendors traditionally prefer their properties to be marketed in January, these potential buyers have to contend with low stock levels and less choice of properties. The directors also noticed that the same buyers spend a lot of time looking for properties over the Christmas period whilst they’re off work and have more time. To solve this issue, they decided to launch properties on Christmas Day. This helps their vendors as their property viewings are booked before the rush of new instructions comes onto the market in January. Photos and particulars are arranged before the decorations go up, and then the property is marketed exclusively to the Andrews database from Christmas Day, and then to the open market from the New Year. This ran alongside a campaign aimed at buyers to help them get “market ready” so they are more likely to have an offer accepted due to ability to proceed. The panel felt this was an innovative promotion with clear benefits for the buyers, vendors and the business.

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of buyers are less likely to enquire about a property without a floor plan

Statistics from Rightmove Floor plan survey (2013)

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potential buyers/tenants would ignore the property advert completely if a floor plan was not included

GOLD

customer service

estate agency

2014 large

Sponsored by

GOLD

Best Customer Service – Large

Foxtons Foxtons has a huge commitment to developing the best people to deliver the best customer service. The senior team believes that by operating clear leadership through a transparent management structure they will empower their teams to embody excellence at every turn, resulting in clients for life. Outstanding examples of customer feedback are distributed to the teams every day, not only to motivate them but also to prove that their actions have a positive impact on their clients at a very stressful time. They spent time implementing methods and systems to measure and monitor customer feedback, as whilst they felt within the business that they were providing great service, they wanted to be sure, and also identify any areas of weakness. Foxtons takes the view that each customer is important, irrespective of value or transaction type, believing everyone should experience great service and share their encounter with as many people as possible.

Goodchilds As a franchise operation, the standards were outstanding. The directors at this family run firm understand the importance of customer perception and there are a number of systems and processes in place to ensure consistency of standards across the entire operation. There were a number of examples where they have prioritised the customer experience over their profit margin, so they enjoy high levels of repeat and referral business due to this long term view. The Goodchilds team wants to do their part to improve the standards and perception of estate agents and they have built their business on a strong foundation of honesty and trust with a reputation in their area for straight talking. The directors’ knowledge is exemplary and this is filtered down to the rest of the team. Customers using Goodchilds can feel assured that they’re in good hands.

Roberts Newby

SILVER

BRONZE

For a small operation, this is a very friendly business making the most of being well known in its location: the team knows many of their customers on a personal level. Taking the long-term view, they don’t focus solely on quick sales but assume the role of customer advisor and concentrate on activities which benefit their clients in the long run. They are keen to provide genuine advice to their vendors to help them maximise the value of their asset which they do with honesty and confidence. There is a programme of continued professional development in place which covers every aspect of the service they offer, and includes a provision for soft skills. The directors also run teambuilding workshops and events to encourage interpersonal relationships and help the team understand and support the overriding business driver of exemplary customer service.

Chilterns Chilterns understands the importance of customer perception to the point that it views people as clients from the minute they become a prospect. The team treats everyone with kindness and professionalism as they recognise that people remember impressive customer experiences. There were numerous thoughtful examples from a negotiator buying a replacement goldfish for a buyer’s sad daughter, to the way in which they sold a property for a bereaved vendor who hadn’t moved in over 50 years. They feel they have a responsibility to ensure all potential customers can draw on their experience where required so they hold regular sessions for buyers and sellers where they can be on hand to offer advice and direction. Chilterns tracks its customer service performance via three metrics: retention, referrals and repeat business and the figures are impressive across the board. The directors believe that good service is no longer enough for today’s demanding customers, and seek to ensure Chilterns’ customer service is outstanding at every touch point.

Marsh & Parsons– shortlisted

Working Better Together

Flexible and Tailored CRM Software Solutions for Estate Agents

www.reapit.com

GOLD

customer service

estate agency

2014 sm all

Sponsored by

Best Customer Service - Small

W.A. Ellis The team at W.A. Ellis understands how the customer service journey integrates into the business as a whole. Their commitment to customer service underpins their offering and this extends across all areas of the business from legal advice to continuing professional development and the quality of the marketing materials. The VIP Promise is a blueprint for the levels of service clients can expect and they implement practical initiatives with tangible benefit to the client. Contractors are on retainer and are available out of hours and they give ‘Don’t Panic’ wallet cards and ‘Keep your Cool’ fridge magnets containing emergency numbers to their vendors. The team sells a number of vacant properties for overseas vendors and on many occasions have arranged clearance of the residence prior to completion. They also visit the properties regularly to check they look fresh for viewings. Phones are manned 24/7 and offices are open 7 days a week. W.A. Ellis is built on the traditional principles of customer service and has adopted technology to make its service extremely efficient.

Vanet Property Asset Management

GOLD

Vanet has made a pledge to provide all clients with a concierge style service. The team has implemented a Service Level Agreement which is given out upon instruction. This details what they want to provide and enables all staff to be measured and assessed against this. They take the time to understand each customer as an individual and grasp their objectives. This approach also helps them with their central ethos of recruiting customers on a lifetime basis, not just as a one-off transaction, as they understand that loyal customers bring repeat business and referrals. They work hard to engage with vendors and buyers and earn their trust, and every member of the team is held accountable for the service they provide. The directors at Vanet don’t assume they know what customers perceive as good service, but have taken time to question what clients require and have implemented initatives accordingly.

SILVER

Ivy Gate

BRONZE

Ivy Gate operates an entirely different model to that of traditional agency, and it is absolutely evident that this point of difference extends to its customer service. Vendors are assigned a personal client relationship manager who runs the entire process for them; vendors are given their mobile number and home numbers so they can be contacted at any time, via any medium from phone to whatsapp. Ivy Gate can provide as many additional services as the client needs from legal and financial services advice to interior design recommendations and handymen. The award winning photographer has exhibited his work at the National Portrait Gallery, and the vendors are actively involved in selecting the photos prior to marketing. They are also asked for their approval on the particulars and to contribute an “owner’s statement” to highlight what they love about the property and the local area. Ivy Gate can also be proud of the fact that a recent client voluntarily increased their fee as a reward for some excellent work.

Isis Residential; Paramount Properties– shortlisted 34

Best kept secret Property Academy Group Member Research 2014

The Property Academy Group Membership The Property Academy chairs bi-monthly meetings for property professionals who are looking to learn and evolve, improve their business, and discuss current issues with like-minded and experienced people. The Groups are designed for business owners and directors.

Please contact Nicky Stevenson for more information on becoming a member: 01372 370 847 nicky@propertyacademy.co.uk @propacad

GOLD

website estate agency

2014

Sponsored by

Best Website Romans Romans’ website is an integral part of the business, providing customers and staff with an informative, up to date resource. The senior team has invested significant time educating the staff on the importance of their web presence, and the return on investment is excellent. The mobile site has undergone content enhancement to provide a better experience for customers and sales valuation requests via the mobile site have increased by 407%. The content management system has been rolled out across the entire site so updates can be made quickly and ensures content is always fresh and relevant. It also has the added benefit of cutting down on the time and resources required to manage the system so there are tangible savings attached to this development. A specific recruitment section has been added to provide career related content and give applicants the ability to apply online. Alongside this, they have improved the back office functionality reducing the pressure on the HR department. Feedback is published on the website so Romans can highlight success stories and publicly rectify any issues.

Foxtons

GOLD

Foxtons has identified the results it wants, and has planned its web activity and developments accordingly. Usability, functionality and design are the key aspects of foxtons.co.uk and the web team strive for continual improvement. Recognising that 43% of visitors come via mobile devices they have utilised responsive functionality to dynamically adapt the website to the device and sped up the download times. Font sizes are increased for mobile phones, and they have increased padding around links and buttons to help “fat fingers”. They have invested in strategically placed data centres around the globe to deliver content at super fast speed, aided by optimised code and aggressive caching. MyFoxtons remains an impressive portal and clients can now access even more services online, including the new Homes Interiors and Design Inspiration pages which feature high resolution images of the most unique, quirky and beautiful homes Foxtons has on its books.

Andrews & Partners SILVER

BRONZE

Andrews’ aim is to provide seamless information between its branches and its website so each and every customer experiences consistent and integrated service. The desire is for the customer to use andrewsonline.co.uk as an information hub throughout the entire sales cycle from initial searches to completion. Reinforcing this ethos is the My Andrews system on which customers can access their private account to track progress, book viewings, make offers and more. The web team has recently upgraded the interface to improve usability and functionality. Feedback is requested automatically online (and at the beginning of the relationship) giving customers confidence about how Andrews operates from the outset. This then informs the direction of the training and rewards for the team. Andrews’ website forms an intrinsic part of its communications strategy and enhances the customer experience by producing accessible, real-time information 24/7.

Ashington Page BRONZE

As an independent, this agency is fantastic when one compares its resources against its output. Full understanding of measurement has led to a comprehensive plan of what works and the website functionality has been designed according to direct customer feedback. The website was completely rebuilt three years ago, however the directors decided this didn’t go far enough and rebranded it this year. Built on a content management platform, it has a very easy to use interface allowing the team to update it with ease. The directors measure and analyse the stats, and have found that the revamped website has resulted in increased unique visitors who view more pages and stay on the site for longer. The Ashington Page website is a clean, contemporary site which is easy to use but with a strong focus on providing important and informative content.

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GOLD

social media

estate agency

2014

Sponsored by

Best Social Media Northfields Northfields has dramatically improved on last year’s offering which is no mean feat when one considers the already high standards it demonstrated through 2013. The team use their social media presence to highlight their charity work and community involvement, demonstrating a very clear synergy between online and offline activities. They have impressive knowledge of everything that social media can offer down to macro detail, including thorough competitor analysis. Not only is this impressive from an industry standard but also from a wider perspective too. Return on investment and return on engagement are used as two separate measurements but with an understanding of how the two metrics work together – engaged customers impact the profit margin, and they know exactly what income can be directly attributed to their social media activity. Northfields utilises the various platforms to solidify its presence in its area, and position itself as the go-to agency in Ealing.

Andrews & Partners

GOLD

As a large agency, the judges felt Andrews & Partners had done a particularly good job with its social media. The directors have put in place a policy document alongside a best practice guide, and they use Tweetdeck to monitor their team’s activities. There is a clear strategy to the activity and social media is not seen as a “central resource” – everyone at Andrews is encouraged to get involved. This approach means updates can be posted in real-time and with local information which will be of value to their contacts. It also ensures that all chatter is personalised and friendly whilst adhering to the Andrews guidelines. Every week they host #PropertyHour on Twitter and broadcast Google+ Live Stream Hangouts at Property Session events and tweet realtime, so that people who do not attend can still benefit. The Andrews strategy is to use social media to communicate, engage and educate and the panel can see that these aims are being achieved through the carefully thought out activity.

Howard Cundey SILVER

BRONZE

Tim and the team at Howard Cundey have spent a considerable amount of time rethinking and restarting their social media activities, and the panel was especially impressed with the local level training they’re undertaking. They have invested in analytics tools in order to gather information and understand trends; they then use this information to steer their social media policy accordingly. Their philosophy is one of empowering the business through knowledge sharing: they want to be a voice in their local community. They have identified and trained employees in each office as Social Media Champions – these are individuals who understand the nature of social media and are enthusiastic about it. Howard Cundey doesn’t view social media as a sales tool in the traditional sense but rather understand that it is primarily a way of engaging with people in their community.

Lovetts

BRONZE

Lovett demonstrates a specialist knowledge of how social media works. The team has clear objectives and are using tailored social appropriately for each platform. There is a two pronged approach in place, so on one hand they push out content daily across their usual platforms, then reinforce their message and presence via campaigns. This means they are creating a strong and respected online presence with high bursts of activity at prime times. Campaigns are coordinated and rolled out both on and offline; their most recent campaign was the #LovettMillionaire competition with the prize being a millionaire’s lifestyle for a weekend. They partnered with local prestige businesses which heightened reach via cross promotion through the individual platforms and the competition was promoted on the radio and on the stations’ websites. This reached over ¼ million people and it was the panel’s view that not only should this campaign be applauded but repeated.

GOLD

training & development

Best Training & Development

estate agency

Arun Estates

2014

Sponsored by

The passion for training is led by the managing director and his enthusiasm is shared by the rest of the company. The board regularly surveys the team and the feedback shows that they view the training programme as one of the most valuable aspects of their employment. Training is extremely structured and linked to career progression and an incentive scheme. They have implemented the “Arun Way” with the objective of “out-passioning” the competition, and all staff receive 30 minutes of “out-passioning” training every week. The panel was pleased to see such an innovative approach in a business of this size. New employees can expect courses when they start, at six weeks, three months and then throughout the duration of their tenure. The curriculum is designed to cover off what the business requires and also any personal interests an individual might have. There are multiple state of the art training rooms, and all internal courses are written and delivered by in-house trainers, who have proved themselves as successful agents before joining the training department.

Romans

GOLD

SILVER

The training programme at Romans has to meet two criteria: relevance and quality, and courses are only offered if they meet both of these. Feedback is sought after every course ensuring content and delivery standards remain high. Every individual is assigned an annual training budget and on average they will undergo 35 hours training per year plus individual coaching from managers and directors. If someone is identified as having management potential, they are immediately put through manager training in anticipation of a position becoming available; this works as over 60% of Romans managers are homegrown. Directors shadow new employees who are immersed in a five day induction programme which is followed by a nine week in-branch training syllabus. People are recruited on the basis of attitude, rather than experience and those new to the property industry are required to spend their first 12 months in the customer service and lead generation department before moving to the frontline. Retention is extremely high so clients can experience a consistent service delivered by expert and personable individuals.

Your Move BRONZE

Your Move has invested heavily in its training and development provision over the past year and is delivering success with new initiatives. New training rooms act as regional learning academies and there are dedicated personnel to facilitate and deliver the programme. Not only are there 10 specific trainers but also a team of centrally based administrators who identify and book external courses leaving the managers and negotiators free to concentrate on generating business. The mission of the Talent Development division is to enhance organisational effectiveness by creating a culture of high performance, and they are committed to supporting the continued growth and development of the most valuable asset - people. Employees are able to participate in the modules via a variety of platforms from online to instructor led or virtual classroom, resulting in the number of people trained every month rising by over 200%.

Manning Stainton – shortlisted

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GOLD

Best Newcomer

newcomer estate agency

2014

Sponsored by

GOLD

Propology Boutique Properties Following 25 years industry experience (18 in London), the director of Propology returned to the North East to raise her family in the countryside, and set out to start a business which is truly different. Prior to opening, she spent months talking to local homeowners about their experiences with estate agents and what their expectations are. With a relocation agency background, Propology offers an entire package of moving services which are tailored to each client according to their needs. By restricting the stock to only 20 properties at any one time, she is able to concentrate on these instructions and ensure she and her team knows them inside out. This policy also has the benefit of creating a waiting list situation as vendors are happy to wait for Propology to represent them. The office looks like a home so clients can browse design books, have a coffee and buy any accessory which takes their fancy. There is also a play area for children and dogs are welcome. The business mantra is that our industry is not just about bricks and mortar but helping clients realise a dream, and the team goes out of its way to make the moving process fun.

Ewemove.com

SILVER

BRONZE

Ewemove.com is built around the philosophy that property does not have to be boring and the team at Ewemove is committed to delivering an outstanding personal service. This is a convincing mantra - as well as aiming to be open, honest & transparent, Ewemove provides a refreshing approach to the usual estate agency model. Considerable thought and planning has gone into this agency, all of which stems from putting the consumer first. The branding is fun, fresh and relevant to the name; the directors are the “Head Shepherds” and the mascot is a friendly sheep called Ewenice. Fully compliant, there are many safeguards in place to protect the consumer and the brand. The bespoke systems are exemplary and meet the requirements of today’s demanding consumer with 24/7 availability to book viewings, make offers and enquire about properties. The Development Manager has over 40 years’ agency experience and acts as auditor for quality control. The panel’s view is that there is no holding this agency back and they look forward to further developments in 2015.

AP Morgan

The AP Morgan mission is to offer the best of traditional agency coupled with modern cutting edge technology. The panel could see that the IT infrastructure is robust and this agency is using everything in its arsenal to beat the competition. The team are enthusiastic and are definitely going the extra mile to ensure their brand is well received in a busy marketplace. There is a definite edge to its plans, and furthermore this is endorsed by the clients who gave them a five star rating on a local review site. The new website was designed alongside many innovative tools (including an improved mobile app) and an aggressive social media presence. The team at AP Morgan work hard to alleviate the stress that comes from moving and they utilise the latest technologies and unrivalled advertising to ensure a vendor’s property stands out against the competition.

GOLD

newcomer estate agency

2014

proudly Sponsored by

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GOLD

Best Auction Agency

auction estate agency

2014

Sponsored by

Butters John Bee Butters John Bee is an auction house striving to make auctions accessible to everyone. Keen to move away from the traditional image of auctions being used for investor properties and forced sales, it is educating buyers and vendors on the benefits of auctions. Each member of the team attends, even if they’re not on the frontline of sales. This means that every employee at Butters John Bee can speak with authority as to the auction process. Novice auction buyers and sellers are also invited to watch an auction so they can understand how it works; this also dispels any misconceptions. The rate of unsold lots is very low, and because the team places great importance on communication, they are proactive when giving disappointing news to vendors and suggesting solutions. This attention to communication also extends to the literature which is written in plain language. Finally, Butters John Bee also has the glowing distinction of having been instructed to sell competitors’ properties through their auctions, even when the competitor itself has an auction department, such is the level of respect for this business.

GOLD

CP Bigwood

SILVER

This company prides itself on giving professional, honest advice and manages to stay impartial when recommending the best method of disposal for a property, even if that recommendation leads to the vendor selling elsewhere. The team provides as much exposure to the property as possible, and have spent time introducing new platforms to do this; there is a new website which has been redesigned to be much more user friendly as well as digital catalogues and downloadable documents. They have also implemented a new bespoke auction package. Growth is improving year on year and can be directly attributed to the focused marketing activities and innovative service. CP Bigwood values CSR highly and its auctioneers personally conduct auctions for charities, raising over £1.5m. The majority of the auction team have been with CP Bigwood for between 10 and 25 years, and have over 275 years’ experience between them so clients are in expert hands.

SILVER

All Wales Auction The property auctioneer of Wales

0845 087 1111 www.allwalesauction.com

SOLD

0845 087 1111

Ar Werth/For Sale www.allwalesauction.com

All Wales Auctions was formed as a partnership between two well-respected agents – Peter Alan and Williams & Goodwin. It is the only national Welsh auction house with offices across the country. The award winning Auctioneer has over 20 years experience and has been both Chairman of NAVA and President of the NAEA, and his passion for best practice and education filters down to the rest of the team, each of whom strive for excellence. Buyers and sellers are educated as to the auction process and can be assured that the service they receive is transparent and honest, with everyone acting with integrity and discretion at all times. They can also feel confident that All Wales Auctions will achieve a first-rate selling price for their property, with over 90% of properties selling above their guide price, at 17% over on average. The judges were delighted to be able to once again recognise this business in this category for its truly exceptional model.

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GOLD

Best Buying Agency

buying agent estate agency

2014

Sponsored by

Black Brick Since opening in 2007, Black Brick has gone from strength to strength. The director takes an extremely hands on approach, and it is her attitude, knowledge and enthusiasm that feeds the rest of the team. They offer an impressive range of services to their clients and it is clear that these have been developed organically to meet clients’ requirements as they developed, with the end result being that clients can feel confident of a fully managed, end-to-end service. Black Brick’s service doesn’t end on completion either; once a transaction has completed, the team continues to look after the client via a dedicated concierge service. Their relationships with agents is excellent and built on a strong foundation so agents understand the contribution Black Bricks makes to their business, and are keen to work with them as there is a mutual understanding of how this relationship can be leveraged for the benefit of the client, and their respective businesses. Black Bricks is a truly professional agency.

Garrington GOLD

SILVER

Garrington impresses as a national property search agency which has put in place self-regulation to ensure that professionalism and transparency is at the heart of everything it does. The directors have worked hard to implement class-leading standards across the 12 offices, and the checks and measures in place to monitor these are excellent, especially when considered in the context of the geographic spread of these offices. Particularly impressive is that the entire team has bought in to these changes and ethos so the standards are second to none. They have taken time to develop a suite of niche services, with these being tailored for specific groups, from a specialist relocation service for the sports and media sectors to equestrian properties and property investment services. Operating across the entire market, Garrington sources properties ranging from the lower end of the market to multi-million pound prestige homes, and it transacts these with the same level of care and attention to detail.

Banda Property BRONZE

Banda Property is a boutique property search company offering unique search and refurbishment services. Understanding the importance of building relationships with developers, agents and solicitors, the team offers an extensive range of events and meeting opportunities in order to network and consolidate their reputation. This has resulted in an unrivalled level of referral business – over 99%. Seeking to offer a suite of services over and above simply sourcing properties, the directors have spent a considerable amount of time considering clients’ requirements throughout the buying process and designing their offering around this, however any new innovations are also taken under advisement through the expert industry knowledge of the directors. This means clients can enjoy a tailored service which provides what they want whilst feeling confident they are in expert hands which will guide and advise them.

BDI Homefinders – shortlisted 46

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GOLD

Best Franchise

franchise estate agency

2014

Sponsored by

GOLD

SILVER

BRONZE

Homexperts The directors at HomeXperts have a clear desire to raise the standards of franchising through excellent customer service coupled with continued investment and a great infrastructure. This business is growing at an impressive rate and they are expanding the services on offer, and the hours of operation in order to further delight customers. A strict recruitment process ensures new franchisees are not only top quality but fit the business, and they are required to be fully qualified to comply with the high training standards. HomeXperts has invested heavily in state of the art franchise software which is rolled out across all branches, so head office have instant access to franchisees’ performance and activity levels and can assist or reward where required. It also means franchisees can instantly access a number of tools including a raft of high quality marketing materials. This online platform also has built in supplier relationships which have been negotiated at head office, ensuring brand consistency throughout the group with any additional marketing requirements coming from the head office marketing team to ensure the brand values are supported..

Auction House UK Auction House UK has over 40 auction rooms nationwide and it is a very good business indeed. The directors have built a strong brand and the focus now is on maintaining standards during further expansion. They have spent time consolidating partnerships with successful businesses in each region, and are very proud of the rate of growth over the past five years. Constantly investigating ways to move forward, the Auction House team have been developing a new style of online auction site which will be rolled out next year and is a very exciting development for both Auction House and the industry as a whole. Marketing and brand consistency is strictly monitored and controlled – they use an external marketing company to produce collateral which is then stored, accessed and ordered online via one supplier to ensure uniformity. Business management is regulated through regular regional meetings which have the added benefit of allowing all parties to network. Head office also pilots any new system or process which ensures a smooth introduction when implementing new practices.

Goodchilds As one of the UK’s smaller franchise operations, Goodchilds should be congratulated on its business model which could be ascribed to a much larger business. The directors operate an open door policy and are keen to encourage excellent communication between both themselves and the franchisees, and between the franchisees themselves. The judges believe this approach is the key to their success. There is a strong focus on training and the rigorous 12 week induction course at head office is one of the longest in the franchise arena. Goodchilds has never closed a territory across the network which is testament to the meticulous recruitment process. Applicants are assessed to ensure they meet stringent criteria including financial capability, business acumen and drive before they’re taken on. Regular assessments and performance sessions with franchisees are reinforced by online KPI software which gives head office a real time view of activities and progress.

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GOLD

Best Prestige

prestige estate agency

2014

Sponsored by

UK Sotheby’s International Realty UK Sotheby’s International Realty places an emphasis on its people whom it believes should be able to build genuine connections with clients. Staff are given a high level of autonomy so clients can enjoy one point of contact with a level of communication that is second to none. Recruitment is centred around individuals who will be the best for the business and they are recruited from all industries so bring a wealth of different experience and knowledge to the property arena. The directors understand that the name and reputation of UK Sotheby’s International Realty brings with it certain expectations of service levels and they work extremely hard to not only meet these expectations but exceed them. As one would expect in the prime central London market, many clients are overseas investors and the team at UK Sotheby’s International Realty utilise their global network whilst at the same time providing a very personal service to their clients. The team deals with all manner of complex sales from international transactions to buying through trusts, the majority of which involve extremely wealthy individuals. It was clear to the panel that they progress all transactions with sensitivity, understanding and the utmost discretion.

GOLD

Rokstone

SILVER

As a relatively new business, the judges were pleased to recognise Rokstone in this category once again following its success in 2013. As is to be expected when dealing with high-end property and high net worth individuals, there is a real sense of customer service being at the forefront of the business. Having opened only three years ago, Director Becky Fatemi and her team provide a full 360° holistic service and they enjoy an impressive level of repeat business. It was clear that this agency is efficient and discreet when dealing with both in-demand properties which complete very quickly, and also when progressing more difficult transactions. In a market where properties can turn around quickly, whether through the owner’s circumstances changing, or due to investment properties being sold after refurbishment, Rokstone often find themselves instructed on properties they’ve marketed and sold previously. These impressive levels of repeat business and recommendation are testimony to Rokstone’s reputation.

BRONZE

Caldwells

Operating in the South West, this agency impressed the judges with its adaptability of service, and the judges were pleased to assess an agency working in the prestige market outside London and the Home Counties. The team at Caldwells works closely with vendors to maintain a consistent and quality service through the moving process. The clientele tends to be older so Caldwells’ services reflect the different needs of this demographic and they are able to deal with sensitive cases with discretion and tact. Having identified that a number of its sales were instructed by relatives on behalf of elderly parents, they have sought to undertake training which helps with these cases, such as their endorsement as a “dementia friendly” business. They also follow legislative changes to ensure that they can offer expert and up to date advice. Each member of the team is apprised as to the details of any new instruction so whomever the vendor speaks to, they can be updated immediately on progress and issues.

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GOLD

Best New Homes

new homes

estate agency

2014

Sponsored by

Greene & Co Greene & Co understands its new homes offering and it is evident there is a real synergy between the agents and the new homes department. A comprehensive suite of marketing tools encompasses everything from direct mail pieces to social media presence to PR, with all marketing activity undertaken for the benefit of the end customer. The team at Greene & Co see themselves as advisors who understand the importance of educating buyers as to the differences they can expect when buying a new house, particularly when purchasing a property off plan. This focus on developing long-term relationships extends to developers as well with the result that they have been instructed on sites outside their areas of operation due to their results. Staff are highly trained via in-house and external courses and they’re encouraged to immerse themselves fully in the locations of developments so they are able to offer guidance and information on local areas as well as the development itself. In an extremely competitive category the judges found the Greene & Co offering to be faultless.

Countrywide

GOLD

SILVER

BRONZE

Countrywide has spent the last year developing some excellent initiatives for both its B2B and B2C offerings. As one would expect from a business of this size, Countrywide is a market leader in its field, but this position only serves to make the service levels even more impressive; there are clear indications that anyone buying a new home through Countrywide will enjoy a personal and thoughtful service. This ethos also extends to its relationship with developers who can be confident that their developments will reach an unrivalled numbers of consumers. The directors and the team seek to provide insight in order that both developers and buyers can make informed decisions, and it is evident that they look to different areas of the new homes market to reach all demographics, recently helping a London Borough deliver a project supplying over 1200 homes. Heavy investment in training and technology ensures the team at Countrywide can provide an exemplary service across automated and personal platforms.

Beresfords This agency’s new homes department offers a totally flexible service which is totally based on identifying what the clients’ requirements might be and acting accordingly. The team doesn’t subscribe to a “one size fits all” mentality – they seek to leverage the best from their systems and processes and dovetail these with a personal and bespoke service. One of the reasons for Beresfords’ success is its integrated and inclusive approach – the new homes department is part of the business rather than an add on. Branches have an overarching management structure with managers overseeing a team inclusive of agents and new homes professionals and as Beresfords keeps all departments and services in-house, it can service both developers and customers through the entire buying journey from sales and marketing requirements to conveyancing. Having spent the last 46 years building relationships with developers, customers can rest assured that they will have access to an unrivalled number of sites from the most well known housebuilding companies.

Foxtons; LSL Land & New Homes; Putterills; Waterfords – shortlisted 52

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GOLD

Best Financial Services

financial services

estate agency

2014

Sponsored by

Your Move This business is hugely proactive in anticipating the requirements of MMR regulations and has created new roles to cope with administration alongside standard recruitment, to ensure that property sales were not impacted by delays. It is evident that the culture of high quality training, from new starter to experienced consultant, leads to high staff retention and is a driving force in the business, allowing the team to maintain the highest possible standard of customer service. Monitoring and reporting on key performance indicators is on an enterprise level, which reflects the resources of the company. This analysis led to the creation of a responsive, modern and innovative marketing campaign, which was executed with an evolutionary and cross platform style and resulted in growth in excess of 50%. Your Move enjoys high customer satisfaction rates and maintains its service delivery through proactive preparation and investment in training and infrastructure.

GOLD

Beals

SILVER

BRONZE

Beals has invested huge resources in client profiling and seek to deliver all round superb advice rather than competing on price. The quality is key to the delivery and this was demonstrated by examples from pension funds and trust accounts. Perhaps the biggest differentiator however is the holistic approach to Financial Services, whereby it actually trades independently and delivers the full range of products. Beals feels it has delivered real innovation by moving from the traditional style of agency financial services, which it found quite restricting. It now offers a complete financial services solution to deliver better service and is unique in the industry. The results speak for themselves with year on year growth of around 30% since the inception of the new model. Financial advice and transactions are delivered via a 360 degree view of the clientâ&#x20AC;&#x2122;s requirements and Beals has also created a web portal that allows clients to check their investments and to measure the performance of these against competitors.

Reeds Rains

Even at the highest levels, there is great passion and dedication within the organisation to ensure that this major transaction is progressed as professionally and ethically as possible for each client. They are then followed up by a dedicated call centre and Reeds Rains operates a â&#x20AC;&#x153;Remortgage Clubâ&#x20AC;? so advisors can contact people whose financial products are due for renewal and provide them with the option of remortgaging their property free of charge, should they ever need to. This proactive approach has led to an increase in mortgage appointments. Reeds Rains is rightly proud of the levels of customer service delivered and of the processes in place to maintain these through constant monitoring and feedback and ultimately escalation to the most senior management. This has resulted in a satisfaction ratio of 97% of clients serviced and a feedback score of 98% who would recommend the services across the board.

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GOLD

conveyancer of the year estate agency

2014

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GOLD

conveyancer of the year estate agency

2014

Sponsored by

Best Large Conveyancer Convey Law Convey Law stood out as a conveyancer which is doing things differently - no mean feat in such a compliant and regulated industry. Clients can enjoy an outstanding level of communication – all new clients receive tailor made, bespoke welcome packs which include customer satisfaction surveys, within an hour of instruction. These are then monitored and signed off by the relevant fee earner. Clients are assigned a dedicated case worker who will know everything about their transaction and they can expect to be updated every 48 hours. Alongside this though, the directors also recognise that the conveyancer may not always be available so they have introduced an innovation called Team Zero which operates as a “spare” team. Each member of Team Zero is fully briefed on a number of the transactions, and they act as a back up so the client will experience a seamless service, should their specific solicitor be unavailable. The directors understand that clients expect greater communication and faster service than ever before and they have adapted their business model to ensure these expectations are met.

Advantage Property Lawyers

GOLD

SILVER

BRONZE

The directors at Advantage have a clear understanding of the business direction and they have spent considerable time filtering this message down to all the staff to guarantee their buy-in. They employ a dedicated Customer Service Team to provide the first point of contact for all potential clients. This is a team that has been trained to understand the sensitivities and stresses of moving house so they are able to fully empathise with the client’s needs. The directors are keen to remove as much stress and pressure from the fee earners as possible so they have put in place a first class support system consisting of dedicated and passionate individuals, which includes both employees and outsourced entities where appropriate. This ensures the fee earner can prioritise their time for liaising with all involved parties. Their use of the CRM system is exemplary and strikes the perfect balance between technology and people.

Beaumont Legal Everyone at Beaumont Legal possesses a genuine desire to exceed clients’ expectations. The customer experience is at the forefront of every action and without exception, every member of the team focuses on how to give each client a unique and tailored experience. The passion of the partners is palpable and they share this enthusiasm with the team whose dedication is evident. The in-house training academy is brilliant and the company has invested heavily in training its people. There is a focus on home-grown talent, and they regularly recruit from outside the industry in order to get the best possible individuals on board. They then train them to meet Beaumont’s high standards, and with a focus on promoting from within, individuals can anticipate defined career progression opportunities. The past year has seen the firm expand rapidly, and they have managed to retain their high standards whilst achieving this growth.

Best Small Conveyancer Smart Legal As a small conveyancing company, the judges felt that Smart Legal could give the large solicitors a run for their money. The investment in technology and service is exemplary and the directors have opened overseas contact centres in order to ensure a timely and responsive service for customers outside of UK business hours. They donâ&#x20AC;&#x2122;t just possess technical and compliance knowledge but also understand the importance of soft skills and their team attends courses on these in order to raise the customer service standards and to mitigate and solve problems and issues. Knowledge sharing is encouraged and they run specific sessions to enable peer learning. The entire approach is customer centric and they have a robust feedback procedure for all relevant parties so Smart Legal can continuously evolve and offer a service which meets the (often conflicting) requirements of clients, agents and mortgage advisors to the satisfaction of all. The panel could see that they manage to achieve this goal with aplomb.

GOLD

conveyancer of the year estate agency

2014

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AVRillo The partners at AVRillo were formerly estate agents and it is clear that they are using their experience to try and improve the conveyancing process. They literally speak the same language. One of the partners also acts as an Arbitrator so is very able to predict any potential issues and negotiate and resolve where required. Everyone at AVRillo has been educated to understand that agents play an integral part in helping a conveyancing business to grow and they have spent the past three years tailoring the Content Management System so the processes mirror those of estate agents. This has helped facilitate ease of communication between agent/solicitor and solicitor/client. Technology is viewed as an integral part of the business (so much so that one of the directors has learnt to write code), and alongside the bespoke CMS, an online tracking system has also been introduced which has pushed up the conversion rate by 30%.

Thomas Legal Thomas Legal is a fresh and forward thinking conveyancer. There was clear evidence that the team like to think outside the box, and try to infuse some points of difference into what is a very regulated process. They employ modern methods of communication and are attempting to be as paperless as possible; only sending out hard copy documents where absolutely unavoidable. Use of Skype and Facetime for customer updates has proved popular, especially for clients located further away or overseas. Teams are divided into small groups each comprising a solicitor, paralegal(s) and administrative assistant(s). They are seated next to each other so information can be readily shared, and so each person can be kept apprised of any developments or updates. This is indicative of the environment at Thomas Legal which is centred around that of the team, not the individual. By encouraging the team to liaise with each other, they can ensure continuity of service and communication reaping the best possible results.

GOLD

SILVER

BRONZE

Best Negotiator Alex Rusling

Hamptons International

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Alex has proved himself to be a very confident and charming candidate who possesses sound business acumen. He demonstrates a keen desire to succeed and achieved Top Negotiator in 2013/2014 helping his office to achieve record sales and making a considerable contribution to doubling revenue. Alex has a great understanding of the overall property market including external economics and how these influence and impact the housing market. He has a very clear path in mind and his every action is a step towards his goals. With an innate desire to build relationships founded on excellent and memorable customer service, he wants to develop his career based on trust, reliability and expertise. Many of his clients have requested him following referral, a fact he is very proud of. The panel was very impressed with Alex’s attitude and willingness to work hard for his success. His results to date, and his knowledge and understanding of the industry proves that he takes his job very seriously, and understands the positive impact he can make when dealing with people during a very stressful time.

Jason Davis Ellis & Co, Golders Green – shortlisted Michelle McDermott Your Move, Morley – shortlisted Ben Pennant Andrews & Partners – shortlisted Alex Rusling Hamptons International – shortlisted Sylvia Salamanca-Espin Vanet Property Asset Management – shortlisted Jackie Scott Sewell & Gardner – shortlisted Amber Sutton Lovett International – shortlisted Stewart Willerton Martyn Gerrard – shortlisted

Best Valuer Daniel O’Brien

Hamptons International As gold winner in 2013, the judges were pleased to see Daniel’s continued progression and improvement over the past year. He has gone from strength to strength in his role through 2014, making his office one of the most profitable in the Hamptons Group. Daniel is a firm believer that knowledge is power and he stays up to date with current affairs, news and legislation, especially that which impacts the property sector. Due to his willingness to disseminate and share this information with the rest of his team and his clients, he has carved out a role for himself as an expert and acts as the “go-to” person for the company. Alongside this, Daniel immerses himself in any learning and sharing opportunities offered by Hamptons, regularly attending ‘news’ meetings and updates. It was clear to the judges that his contribution to the business is valued by the directors as there is a tangible change to his role from that they saw last year; 2014 has seen Daniel expand into overseas deals and work on pitches to secure larger sites across the capital, particularly in the high-end markets. Daniel approaches all transactions with the utmost respect for all parties involved and has a proven track record in dealing with difficult sales. Very impressive indeed.

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John Freeman Andrews & Partners – shortlisted Claire Lowcock Preston Baker – shortlisted Daniel O’Brien Hamptons International – shortlisted Kier Preece Waterfords – shortlisted

Best Conveyancer Tony Piccirillo AVRillo

Formerly an estate agent, Tony fully understands the moving process from all angles and has spent time implementing methods to make the moving process as seamless as possible. This knowledge allows him to recognise where the bottlenecks occur, and which areas can act as flashpoints during the conveyancing process so he spent a year out of the business to formulate a conveyancing offering which minimises the stress. Having also listened to client feedback, it became clear to Tony that many of the issues that arise stem from a client’s perception as to the regularity and expertise of communication, so Tony also spent a significant amount on training courses and events, the contents of which he then shared with the team. His calm and reassuring approach has won him a raft of loyal clients, including some very high profile individuals and he has the enviable ability of being able to explain complex legal matters in understandable terms. Forward thinking, Tony looks at companies outside the industry to gather great examples of customer care, and applies these lessons to his business. He has a logical mind which enables him to provide lateral solutions where required, and this way of thinking has helped many sales to complete with both parties satisfied with the outcome.

Geraint Aubrey Convey Law – shortlisted Emma Newby Beaumont Legal – shortlisted Tony Piccirillo AVRillo – shortlisted

Best Manager Andrew Overman Chilterns

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As a manager, Andrew has managed to bridge the gap between building a loyal and dedicated team whilst working with the directors to help steer the direction of the business. He has worked as a manager for Chilterns for nearly 6 years, and in that time has fully immersed himself in the community around the office, including moving to the area from 30 miles away. Working to a simple initial brief to restore the branch to profit and re-establish the brand as a dominant presence in its patch, he then transformed the branch into Chilterns’ highest turnover office within only 12 months. Andrew leads by example; he works on the frontline of agency as the Head Valuer, and is seen as part of the team rather than a manager. He has a strong grasp of the figures which he shares with the team so they understand not only what they need to achieve but how they can supersede their targets as well. Andrew also recognises the importance of compliance, but realises this can be a difficult topic so he seeks to find ways to impart information in a memorable and engaging way. This ethos forms part of the development programme and he spends time with each member of the team every week to help mentor them in bespoke sessions.

Ian Allen Hamptons International – shortlisted Adrian Bauckham Your Move – shortlisted James Duffy Callaways – shortlisted Jonathan Dyson Hamptons International – shortlisted Arnaud Giacomini Your Move – shortlisted Claire Lowcock Preston Baker – shortlisted Jonathan Morgan Peter Morgan Estate Agents – shortlisted Victoria Mugford Your Move – shortlisted Andrew Overman Chilterns – shortlisted Joseph Rylett Sewell & Gardner – shortlisted Jon Stubbs Your Move – shortlisted Peter Toothill Eddisons Residential – shortlisted

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BACKLIT WINDOW CARDS

GOLD

best estate agency to work for estate agency

2014

Best Estate Agency To Work For This award has been newly introduced this year and it is judged slightly differently to the rest of the awards. For this, entrants were asked to send out an online questionnaire to their team in which they were asked to rate statements about their employer on a scale from, “Strongly Agree” to, “Strongly Disagree”. Questions were designed to discover how the team felt about every aspect of their employment from how valued they feel to remuneration, prospects and career progression and if they’d recommend their employer to a friend or family member. Companies were required to gather responses from at least 40% of their team in order to be considered for this award. All replies were kept anonymous but each response was checked to ensure it was an individual response and not a duplicate. Responses were 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.

Paramount Residential

GOLD

Balgores SILVER

Helmores

BRONZE

Haus Properties; Romans – shortlisted

by Eurolink

We specialise in delivering Vecoâ&#x201E;˘ property software solutions for property professionals. We support thousands of property professionals all over the country. Visit www.eurolink.co for details.

01372 389250

sales@eurolink.co

GOLD

outstanding contribution estate agency

2014

Outstanding Contribution to Estate Agency David Newnes Following 35 highly successful years, David Newnes is now firmly positioned as one of the most respected and admired figures within the estate and lettings industry today.

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He started his career in Kent as a trainee in a traditional chartered surveying and estate agency business before, in 1986, becoming an Area Director for GA Property Services. He then became Sales Director of the re-branded Your Move before becoming Customer Services Director responsible for the setting up of the contact centre, Franchising and other new business operations for the company. Recognised for his strong leadership skills and undeniable flair within the industry he was appointed as MD for Your Move and in 2004 was part of the MBO from Norwich Union, under the LSL umbrella, which just two years later floated on the FTSE stockmarket. In May 2010 he took up his current role as Executive Director of the LSL Board with a remit covering all estate agency operations including sales, lettings and financial services together with the LSL corporate and asset management brands. This position has enabled him to contribute significantly to the success of LSL and ensured increased growth across all areas for the LSL estate agency business. As a Fellow of RICS, a member of NAEA and ARLA, a long established board member of The Property Ombudsman as well as a founder member of Agents Giving, it is clear that the industry as a whole has benefited from his sheer passion and dedication. A regular media spokesperson - with wide ranging expertise - he has positively represented the industry in a way very few could and as such has been a driving force in discussions with Government and the Bank of England about the future of the property market as a whole. His never-ending enthusiasm, determination and forward thinking approach means he is held in high regard by all who have worked with him and yet, at the same time, he is highly likeable and approachable with a great sense of humour; traits that have ensured much valued friendships have been established with many within the industry over the years. Retiring from LSL soon he will no doubt be looking to spend more time concentrating on motor sports and boats - his much loved hobbies - yet following such an outstanding career weâ&#x20AC;&#x2122;re sure that David will be â&#x20AC;&#x2DC;on trackâ&#x20AC;&#x2122; to further success, whatever he chooses to do. David Newnes is a true gentleman and a much-respected leader who has placed LSL, and the industry as a whole, in a much better position because of his overwhelming support and dedication, for which we should all be grateful.

GOLD

corporate social responsibility estate agency

2014

Cecil Jackson-Cole Award for Corporate Social Responsibility Manning Stainton Manning Stainton plays an active role in its local community, and this extends to activities undertaken both in its branches, and also through direct involvement in external fundraising events, and volunteering opportunities. There is an overriding belief at Manning Stainton that the team has a responsibility to actively engage with the community, and CSR therefore forms an important part of the business plan with a portion of the budget allocated to support the fundraising activities and initiatives.

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GOLD

Having set up a community fund over 10 years ago, there is no sign of the directors slowing down. The past year has seen the Manning Stainton team raise over ÂŁ40,000 for this fund, all of which has been donated to directly impact over 50 good causes from charities to schools and from youth organisations to individuals who might just need a bit of help. Their commitment to corporate social responsibility extends further than simply raising money however; the directors and the team have an extremely hands-on approach and seek to get personally involved where they can. Not only do two of the directors sit on the boards of two major charities they support in Leeds, but they have created a calendar of organised events which all 21 offices sign up to, and in which the team members participate. In addition to the community fund, the directors consulted the senior team to design and implement further fundraising activities, and it was as a result of these discussions that they decided to enlist the entire company to support Macmillan. Every team member pledged to personally arrange at least one fundraising event in their own time, and involving only personal contacts known to them directly. At the request of Macmillan, Manning Stainton committed to fund two community nurses and through the hard work and dedication of the team, and the success of their events, they have exceeded their target by 30%. An in-house committee is formed every year to provide direction and leadership on the CSR policy and activities for the team, with members enlisted from every department. Updates are regularly provided both internally and externally via the website, social media, PR and via traditional print methods. The judges felt it was evident that Manning Stainton has designed a robust and considered CSR policy which is backed up by action. The team is dedicated to working for good causes and trying to make a difference where they can, and they undertake this commitment with enthusiasm, zeal and perseverance.

W.A. Ellis â&#x20AC;&#x201C; shortlisted

Agents Giving is the charity for the UK property industry and endeavors to encourage estate agents, letting agents and their suppliers to raise as much money as possible for national and local good causes. TV presenter and property expert Phil Spencer heads up the charity as its Patron. Agents Giving also organise fun events throughout the year to bring the industry together for great causes. So get fundraising and together we can make a real difference to our local communities and national charities. Please visit www. agentsgiving.org for more information.

GOLD

Best Supplier

supplier estate agency

iam-sold

2014

iam-sold provides white labelled auction services to the UK and Ireland with expansion planned overseas from next year. iam-sold has grown rapidly over the past five years and is currently ranked as one of the UK’s top five auction houses, and the largest provider of outsourced auction services to estate agents. It offers a wide range of auction solutions which are tailored according to the individual needs of each client. The bespoke offering provides every client with an exciting solution that broadens the scope of their existing business, creates new revenue streams and gives them a viable edge over their competitors. Estate agents are either provided with their own branded online auction or they can partner with one of iam-sold’s 12 regional auction centres across the country. Some agents who wish to offer clients the widest possible selection do both - the flexible solutions cater for all.

VTUK

GOLD

Founded in 1989, VTUK is widely acknowledged as the UK’s leading independent property software company. It has a radically distinct approach to delivering its services, having evolved organically through working with over 10,000 agencies during the past 25 years. The team is dedicated to excellence in both service and software: they constantly innovate to ensure every client can maximise the opportunities the software offers. The products are bespoke and provide specific solutions for each distinct group of property professional - from management agents to residential sales agencies, housing associations and much more. As Microsoft development partners, VTUK has developed a close working relationship with both the company and the ubiquitous Office suite allowing it to specialise in developing high-performance, Windows compatible software solutions. VTUK has retained its commitment to producing cutting edge technology and should be proud of its ongoing success in supplying innovative and robust solutions to the property industry.

SILVER

Agency Express BRONZE

As the leading supplier of specialist agency board services, the numbers surrounding Agency Express are staggering. The team makes 500 property visits per hour from 110 operating centres to erect, maintain and retrieve boards. It is the only agency board management company to offer daily nationwide services, which are scheduled through its custom-built online management system. This was developed in-house to ensure its functionality met the exacting requirements set out by the directors, at a significant cost to the business. Use of this free system has helped coordinate board distribution, changeover and removal leading to a smoother, quicker operation for all clients whether single office independents or national corporates. Use of the Agency Express service is proven to save customers a meaningful sum – mainly through the prevention of board loss and by increasing the number of instructions a board can achieve.

Kremer Signs – shortlisted 70

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

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

The Judging Panel: Guy Charrison, FRICS FNAVA FNAEA FARLA FRSA Jamie Cooke, iam-sold Alex Cubitt, Rightmove Richard Davies, Chestertons James Dearsley, The Digital Marketing Bureau Kate Faulkner, Designs on Property Gary Gosney, Kremer Signs Emmeline Goulden, Reapit Peter Grant, VTUK Ben Harris, TM Group Jan Hytch, Arnolds Keys Stephen Moss, Complete My Sale Loschinee Naidoo, Legal Eye Sue Ralston, Complete My Sale Gareth Samples, BriefYourMarket Stella Savage, Accouter Group Joanna Swash, Moneypenny Glyn Trott, LetMC Emma Ward Hunt, Foundation PR Frank Webster, Finders Keepers We would also like to thank Mark Hayward, Managing Director, NAEA, who kindly acted as Arbiter during the judging process.

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