EAE EAA Judges Report Dec11 by The Academy

ESTATE AGENCY of the

YEAR

2011

The 2011 Judges’ Report

Contents Messages Estate Agency of the Year 2011 Best Large Agency Best Northern Ireland and Best Scotland Agency Best Medium Agency Best Small Agency Best Single Office Agency Best Innovation Best Marketing Best Customer Service Best Technology & Online Best Training & Development Best Newcomer Best Auction Agency Best Franchise Best Prestige Property Best New Homes Best Financial Services Conveyancer of the Year & Best Large Conveyancer Best Small Conveyancer EAE Award for Outstanding Contribution Thank You to the Judging Panel Cecil Jackson-Cole Award for Corporate Social Responsibility Supplier of the Year Winners Toolkit

2 3 4 5 8 10 12 14 16 18 20 22 24 26 28 30 32 34 37 38 40 40 42 45 46

A MESSAGE FROM THE ORGANISERS These awards are the longest running in our industry and the on-going association with The Sunday Times and The Times continues to add real value and credibility, both for the winners and also for consumers who view them as a benchmark of excellence. This is the ninth year we have run the awards and a number of records have been broken this year, including the number of firms entering, and the number of entries overall. Most significant though is the improving standards in the quality of entry submitted. Every year, we aim to improve and refine the judging process and I’d like to thank the panel for the time and commitment they put in to this exhaustive process. Led once again from the helm by The Property Ombudsman, Christopher Hamer, with Peter Bolton King acting as Arbiter, these individuals spend a great deal of their time reviewing the submissions then researching and interviewing the agencies to ensure their actions substantiate the claims made in the initial entry. Without exception, the panel, who are all industry experts of the highest calibre, commented that the standard of the entries received was very impressive indeed, however a number of entrants who might have won a medal based on their submission and interview let themselves down when the judges posed as potential clients - they just didn't walk the talk! One judge registered online with 19 agencies and only 3 made contact within 48 hours - this clearly highlights that whilst as an industry substantial improvements have been made there is still a long way to go. It is important to us that these awards grow and evolve with the industry and it is with this in mind that we have introduced new categories this year for Auction Agency and Newcomer. Also, for

the first time, we are recognising the role of Conveyancers, by introducing categories for Best Small and Best Large Conveyancer. Many of you have adopted new practices and disciplines as the market grew tough, to the very highest standards, and deserve to be rewarded accordingly. Zoopla are once again our headline sponsors and we are thrilled that they continue to endorse this event, and the industry as a whole. I would also like to thank our category sponsors, some of whom have supported us every year; we are extremely grateful for this continuing commitment. We simply could not run this event without them. Having taken the decision to split the events last year to recognise Lettings and Sales as the separate disciplines they are, I would like to thank all of you for embracing this change. The support from you for these awards is simply overwhelming and I would like to thank and congratulate each and every one of you. The clear desire to prove yourselves to be the best in the industry can only serve to raise standards everywhere. Peter Knight Chairman, Estate Agency Events

A MESSAGE FROM THE CHAIRMAN OF JUDGES This is my opportunity as Chairman of the judging panel to congratulate all the winners. I would also encourage those entrants who, on this occasion, did not gain the top award to continue reaching for gold. In my five years as Chairman I have seen that the competition is always close but that the chances of gaining an award increase through continued application to the raising of standards. I should emphasise to all entrants to the awards just how rigorous the judging process is. Every submission is given a detailed consideration by an individual judge, these are comprehensively tested during a telephone conversation with the named contact at the agency and beyond that the judge will often carry out a ‘mystery shop’. The individual judge’s findings and recommendations are presented to the judging panel and subject to robust challenge and discussion. During the panel’s consideration one issue about agent performance was highlighted. The ‘mystery shop’ exercises (either by telephone or e-mail) resulted in many instances of the judge leaving a message for a return call because they were ‘interested’ in a particular property or because they were ‘interested’ in selling. More often than not there was never a returned call and it

seems to me that if a simple technology route is employed to improve business and the consumer experience, greater focus is needed on how it is then used and reacted to by the firm. The judges, whose names appear elsewhere in this report, all have considerable experience in the property sector. They gave up a significant amount of their own time to fulfil their responsibilities as judges and in presenting their recommendations to the panel for final decision. I thank them for an interesting and challenging time. Christopher J Hamer The Property Ombudsman

Sponsored by

Introducing the award for E S TAT E A G E N C Y O F T H E Y E A R

Overall Winner 2011 LL WINN ERA ER OV

ESTATE AGENCY of the

YEAR

2011

Romans This is a business which is all about the personal service. Understanding the reasons why and how customers engage, Romans takes these principles and weaves them through its entire operation without exception and with huge buy-in from the staff. Every action is undertaken for the benefit of the customer and it is rewarded for this approach with excellent market share and a loyal client base. With nearly 25 yearsâ&#x20AC;&#x2122; experience, Romans is a company which has been built on strong foundations and its expansion to 17 branches across three counties is testament to the robust base on which this business has grown. It is evident that the team at Romans, from the senior directors to the most junior negotiator, is aware of the lessons learnt over two decades of building a successful estate agency and without exception they harness this understanding and knowledge to keep moving forward with new and exciting innovations to ensure Romans remain leader of the pack. Opening hours have recently been extended until 10pm each night, and there is a dedicated customer service department. Introduced as a two-fold measure, this department provides a specialist first point of contact for customers and enables sales leads to be allocated appropriately to the best team member for that enquiry. It also means sales negotiators can use their time more efficiently as they are spending 100% of their time dealing exclusively with motivated and committed customers who have already been qualified. The breadth of services offered by this agency is impressive indeed, covering off every permutation of what a customer may want or need during the home moving process. Backed up by excellent customer service and expert staff, customers can rest assured that the standard of service they receive is second to none.

One of the key elements of the Romans philosophy is loyalty and it is evident that the culture at Romans has given rise to a steadfast and passionate team. Staff retention is excellent, and this is due in no small part to the visionary training programme and belief in reward. Training is thorough, personal and ongoing and takes full advantage of high achieving individuals within the business as well as external trainers, both on and offsite. New starters undergo a 12 week training schedule which is an excellent introduction to both the Romans ethos and principles, and sets the standard for the investment which Romans make in their team. This is followed up by bi-monthly reviews and regular mentoring sessions. Personal development outside the realms of estate agency is also encouraged and the teams regularly socialise together. Technology and online is a major component of Romans success and the website is a proven tool in driving customer enquiries. The website is excellent - informative but clean and easily navigable. Romans were early champions of social media and blogging and the use of these tools alongside commentary on industry developments and legislation is considered and effective, cementing their position as property experts. Romans was Overall Winner at the Lettings Agency of the Year Awards in June this year, and it is absolutely clear that the high standards of its lettings offering is matched across the sales departments. The judges are delighted to publicly recognise and reward the Romans team with the other half of the set and we congratulate Romans on proving themselves to be the best in the country and taking home the Estate Agency of the Year Award 2011. Well done.

Sponsored by

Introducing the award for

Best Large Agency GOLD

LARGE UK AGENCY ESTATE AGENCY of the

YEAR 2011

silver

LARGE UK AGENCY ESTATE AGENCY of the

YEAR 2011

BRONZE

LARGE UK AGENCY ESTATE AGENCY of the

YEAR 2011

Connells Group It is a pleasure to award the gold in this category to Connells for the second year running. Its success in this category reinforces the view that it has not rested on its laurels but has actively sought to build on the recognition of 2010 and strive to improve its already exemplary service standards further. Quality shines at every level from the people to the initiatives and from the service to the systems and processes. The spend on training is unrivalled amongst its competitors

Hamptons International Shortlisted in 2010, Hamptons International showed itself to be a ‘joined up’ company where the team successfully bring together a number of different departments to cross sell and provide the best and most complete service they can. Recruitment and retention is based on employing the best in the business and free thinking is

actively encouraged with forums available for all staff to share ideas and initiatives. This company does not just talk about a network but acts on it; it wins customers over for life and beds down the relationship through customer service and innovation. Impressive.

Chancellors Another agency which was shortlisted in this category in 2010 and has upped its game accordingly. Chancellors offers a bespoke, personalised service which is impressive in an agency of this size. Over the past year, they have re-written and re-designed all customer communication to cover any and all advice which might be needed. Clever use of local branch sub-campaigns is innovative and resulted in a marked income increase. Chancellors’ IT system is

Shortlisted Andrews & Partners

as is its staff retention rate and there is a real emphasis on promoting from within with schemes and programmes to facilitate this. The judges felt this agency provides the best of good, down to earth estate agency, recognising that people are at the heart of it. From the CEO down, every member of the team understands this and they get the basics right, knowing that profit and an excellent reputation will follow.

bespoke providing measurable parameters for the team; built by in-house developers, it has freed up time for the teams to sell houses. The training and development plan is impressive with personal mentoring available and a programme based around both technical awards and more vocational qualifications. Chancellors should be congratulated on fulfilling its desire to offer a service solely based around the requirements of the customer experience.

Introducing the award for

Best Northern Ireland Agency GOLD

NORTHERN IRELAND AGENCY ESTATE AGENCY of the

YEAR 2011

silver

NORTHERN IRELAND AGENCY ESTATE AGENCY of the

YEAR 2011

Pinkerton Murray A fairly young business, this agency has gone above and beyond to expand its services and reputation in Northern Ireland, which it has achieved with aplomb. It offers a complete package to vendors across a variety of services from new homes to financial services and first time buyer packages. The determination and

passion felt by all the team is obvious and they are led ably from the top by knowledgeable and enthusiastic directors. The training programme and use of technology and online is on par with that offered by much larger agencies and it is reaping the benefit of big agency thinking with small agency care.

Michael Hannath It is clear this agency has a strong focus on client communication, and it has gone from strength to strength since opening five years ago, with proven annual growth. The directors have embraced use of social media and have enjoyed success via this channel; they continually strive for innovation. The judges were impressed by the quality of the

advice offered to vendors and the accuracy of the valuations is excellent, as is its market share. A mentoring programme has shown tangible results at grass roots level and staff retention is very good indeed. The team at Michael Hannath should be proud of themselves.

Introducing the award for

Best Scotland Agency GOLD

SCOTLAND AGENCY ESTATE AGENCY of the

YEAR 2011

silver

SCOTLAND AGENCY ESTATE AGENCY of the

YEAR 2011

Slater Hogg & Howison The passion of the team at this agency shone through at every level. Staff turnover is extremely low and the judges believe this is due to the diligent and detailed training on offer to all and the strong and continuous leadership. Training is extremely comprehensive with a great structure. In-house software engineers are constantly

refining the back office systems and web presence which has increased traffic and efficiency, with the bottom line increasing accordingly; 145% increase in leads is impressive. This agency really understands its market and offers a unique service coupling a customer centric, focused service with a value for money approach.

McEwan Fraser The strong structure behind this agency is excellent. It offers a huge range of services and innovations from a Young Apprentice scheme to part-exchanges and from use of QR codes to video testimonials. All of these are undertaken with a view as to how they aid the customer experience. There is a clear understanding as to the benefits of

clever use of technology and the quality of the visual aids used are second to none, as is the use of video. The training programme is extensive, with the Young Apprentice scheme being singled out for comment by the Scottish Labour Minister. This agency is passionate and switched on.

Sponsored by

Introducing the award for

Best Medium Agency GOLD

MEDIUM UK AGENCY ESTATE AGENCY of the

YEAR 2011

Romans Romans is an excellent agency and is perpetually recognised for the great work it does. Heavy emphasis on training has engendered a real culture of teamwork and dedication from all staff, and it is clear there is great respect across all departments for one’s colleagues. Clever use of technology has enabled the staff to concentrate on what they do best, namely personal and close up customer contact, which they can offer safe in the knowledge that those systems and processes which are necessary but time consuming are still being met behind the scenes, by the bespoke IT solutions. The opening hours are very good indeed, and the panel were impressed by the example of materials being translated into Mandarin for a potential client who didn’t speak English well. This response got them the sale and reinforces the values behind everything Romans does.

South East Gold - Romans

Silver - Prospect

The priority at Romans is people and the directors see this as their key strength whether it is top notch staff or quality, committed and motivated clients. It was evident at every turn that this is estate agency going above and beyond wherever it can; promising much and delivering on what it says. The depth and breadth of the training and development is inspiring and the introduction of a department solely focusing on the customer service standards is bringing in reward daily. This business enjoys excellent market share, and it deserves it, with its attention to detail and passion for the industry.

Prospect offers a full suite of services with commendable vendor contact and communication. The dedication to keeping customers informed in a proactive and timely manner deserves special mention. Staff are well trained at every level and the directors lead by example taking a keen interest in ensuring all the team are well versed in every aspect of the business. Clever and considered use of technology is evidently appreciated by the customers, as they have embraced the online services offered by Prospect.

Shortlisted: Beresfords

South West Gold - CJ Hole

Silver - Wood’s Estate Agents

This agency understands that good customer service leads to sales and everything they offer is based around adhering to this ethos; they understand that the rest will then follow. This agency is well liked in its location, not least because of the team’s commitment to CSR and active and involved support of local charities. The stringent yet engaging training plan is well received and this agency enjoys very good staff retention. They should be congratulated on their excellent standards.

Wood’s is a great example of how sheer hard work can pay off. From the robust training to the investment in technology, the team hasn’t forgotten the basics of customer care and the value of their brand perception in the local community; innovative initiatives have raised its profile and helped local charities. Investment in the marketing and PR materials has paid off and these quality materials reinforce the quality service.

London Gold - James Pendleton

Silver - Marsh & Parsons

James Pendleton is a fantastic example of an agency tailoring its services to exactly what its location and customer base demand. The team are absolute experts in their location and vendors and buyers can be 100% confident that they will receive a top notch service from this agency. Outstanding brochures are well written and friendly whilst remaining authoritative and informative. As a relatively new agency, its growth and profits are excellent and with the attitude it has, supported by the dedicated team, it will only go from strength to strength.

Working at Marsh & Parsons is not simply a job, it is a commitment to the culture of the business. From the directors down, the consistency with which they deliver quality service is inspiring and they understand at every turn the importance of outstanding customer care reinforced by the best in technology. One recent move is to make the website available across every phone app, not just iPhones, which is innovative in itself, and the result of this move is a 58% increase in mobile web visits. The sheer number of quality initiatives introduced and the proven results they reap is fantastic.

Shortlisted: Martyn Gerrard

Central Gold - Thomas Morris

Silver - Sharman Quinney

“Wow”, was the comment of the judges as to this estate agency. Its mantra is Commitment to Quality and it displays this in droves. Partners lead by example and are income generators for the business. An absolute commitment to social media and online presence has reaped massive rewards in terms of brand awareness, enquiries and in positioning this agency as experts. Excellent market share is also due to this approach, and they are entirely able to keep and retain a loyal customer base by always delivering on the promises which attracted the clients in the first place.

Over the past year, this agency has seen its sales increase significantly. A number of new initiatives have been launched and followed up by simple yet effective customer care. Its commitment to its people is excellent and it enjoys excellent reciprocal loyalty because of this. The directors often employ people new to the industry and train them the “Sharman Quinney” way, thus ensuring their knowledge and understanding of the business and the ethos is superlative.

Midlands Gold - Goodchilds

Silver - Pygott & Crone

Managing to double their fees over the past two years despite the tough market conditions was only a possibility due to the strong foundation and reputation of this agency. Every aspect of the teams performance is measured, with feedback given accordingly and the systems and processes changed in line with what’s working. Never afraid to evolve and change, clients who use Goodchilds can rest assured they are in the hands of an innovative and reliable company.

Pygott & Crone has an impressive list to sale ratio and market share. It has recently set up an auction department, which thus far is proving well received, and plans to grow this sector are confidently underway. It is evident that the team are all on board with this development and are working hard to inform clients as to a potential new way of selling their home, with productive results. The passion and dedication the directors have for their business and the industry shone through and this is filtered down through the team to the clients.

Northern Gold - Manning Stainton

Silver - Gascoigne Halman

This agency should be congratulated on going above and beyond over the past year and raising its standards from an impressive silver to an outstanding gold. The business has a palpable buzz and vibe to it and the panel commented that the services offered are exceptional. Manning Stainton really is a one-stop shop for customers and can help them across the entire moving experience. There has been heavy yet considered spend in the e-marketing arena which has proven cost-effective and productive for the results they received, especially with the ‘Open Doors” initiative.

The staff at this agency know their stuff and at every turn are cheerful, enthusiastic and knowledgeable. Engaging with the community through their charitable efforts is indicative of the attitude of the team and Gascoigne Halman is held in great respect and affection in its location. The business is growing and moving forward across the board from market share and profits to the investment and commitment to training, technology and branding.

Wales Gold - Peter Alan This agency successfully combines small agency service with big agency ideas, and it does this exceptionally well. With over 40 years experience, it has established a large market share in South Wales. The team are encouraged to constantly seek ideas and new methods to engage with the public and evolve the services, an approach which they embrace with gusto. Recent innovations include an initiative to cater to a niche market in their area, which provides extra services backed up by large household names such as John Lewis.

Sponsored by

Introducing the award for

Best Small Agency GOLD

SMALL UK AGENCY ESTATE AGENCY of the

YEAR 2011

Karl Tatler Yet again successful in this category, Karl Tatler and his team astound with the consistency of their service offering year after year. From the photography to the negotiator/vendor meetings and from the excellent use of portals to the introduction of a playroom for customers’ children, this agency is faultless in its efforts to give superb customer service, which actually sells houses too. It is clear that this year has seen a massive leap forward in training, with increased investment for the dedicated team. Karl opened offices in 2010 impressive in itself; the icing on the cake is the profit they have shown in 2011. The length of time from instruction to completion is inspirational. This business is built on recommendation and from the standards Karl holds himself and his team to, it is clear why.

South West

Midlands

Gold - Wilkinson Grant & Co.

Gold - Lex Allan

The difference with Wilkinson Grant is that it starts with the customer, doesn’t make assumptions but introduces and builds on ideas which deliver what the customer needs and wants. The entire team really appreciates its local culture and community, maximising what they can do both on and offline to deliver the best possible results, and offered numerous examples of going above and beyond to deliver customer delight. Judges commented last year on this agency’s consistent success at these awards and are pleased to build on last year’s silver to award them the gold for their efforts in 2011.

From the induction process onwards, the dedication to high standards is clear to all from the outset. The training programme is excellent and staff at all levels can rest assured that their CPD is a priority to the directors, with regular training sessions held on a variety of subjects. Its online presence is considered and effective, with a strong understanding and usage of social media and apps. For an agency of its size, it offers an impressive variety of services at high quality and the judges particularly commented on the level of personal service offered.

London Gold - Greene & Co.

Silver - Anthony Pepe & Co.

Greene & Co. is an outstanding agency in every respect. Its branding is second to none and it uses every opportunity to trade on its name with new initiatives and campaigns all based around the “Green(e)” identity. CRM is strong and used effectively to map customers’ lifestyles and harness this information for the good of the business and the customer experience. This is coupled with a CSR programme which is highly effective and embraced by every member of the team, with clear effort made to ensure they engage not only with potential customers but also give something back to the local community. Greene & Co.’s reputation speaks for itself. Excellent.

The ethos of this agency is based around three objectives: registering applicants; booking valuations and building rapport and every step is undertaken with the aim of achieving these goals. It is evident that this approach works on every level. The directors have invested in both training and technology to great benefit for the business. They have embraced the use of social media to really engage with the community, with the results that instructions have increased. Customer care standards are especially impressive, as is their dedication to CSR and proactive charity work in the local community.

Central Gold - Imagine

Silver - Peter Lane

An exceptional mix of old-fashioned values and courtesy coupled with a fresh modern brand and highly professional staff, Imagine deliver everything a truly great agency should. With a very high level of accompanied viewings and an absolute passion for delivering the very best service possible this company looks young and funky but has real depth of experience and a complete focus on being the very best on behalf of their clients. Their focus on training and rewarding their staff really shows in the superb feedback from their clients.

A long established agency that prides itself on its 'back to basics' values and really knowing both their vendors and applicants well in order to deliver the highest service and results. Built on a strong foundation, this agency embraces the best of new ideas whilst understanding and fully utilising tried and tested methods. With excellent client feedback and some truly outstanding acts of customer service above and beyond the call of duty they really deserve their silver medal.

Shortlisted: Horts

South East Gold - Streets Ahead This company really does take customer service seriously, an attitude which is proven by its exceptionally high level of customer retention. With a strict policy of giving feedback to clients within an hour, high levels of accompanied viewings and delivery of offers in Vendor's own homes they are providing a superlative service. The quality doesn't stop there; their investment in employee training and rewarding is highly commendable. Their community spirit during the Croydon riots when they kept their offices open to act as a depot for donations for displaced locals was quite inspiring. An incredibly worthy gold winner.

Silver - Guy Leonard

Silver - White & Sons

Guy Leonard really do offer a quality service to their clients, from 100% accompanied viewings to an innovative and free premiere selection service and excellent customer contact. Their use of social media to involve and inform vendors and buyers is inspiring. The enthusiasm and passion for delivering a great service is palpable with this company. Coupled with professional photography and some terrific example of 'going the extra mile' for individual clients makes the team at Guy Leonard deserving recipients of the silver.

An agent with old-fashioned values but who is at the forefront of technology with an excellent website. White & Sons offer not just sales and lettings but can put together a whole package of professional departments from surveyors to planning and agricultural experts to aid their clients in receiving the very best service and price. This is an agent that really does feel like a safe pair of hands, through its dedication, knowledge and forward thinking approach.

Shortlisted: Elliot Lee

Northern Gold - Karl Tatler Winners of this award several years running, Karl Tatler deserves the continued recognition for the sheer dedication to the industry and its perception with the public. Everything Karl and his team does communicates the passion they all feel for the work they are doing, which in turn is apparent to any customer who walks through their door. The past year has seen heavy investment in the business at all turns from training to technology and they should congratulate themselves on their efforts and vision.

Silver - Sutton Kersh

Silver - Sarah Mains

Everyone at Sutton Kersh is completely focused on what sellers need, with a real concentration on sales progression. The emphasis on training is exemplary and even the admin team are trained on the technical aspects to enable them to really help the customers as well. The judges were impressed by the implementation of technology in this business, and the approach of asking an interested negotiator to design the IT systems to ensure it really fulfills the requirements of the business from a practical point of view. Sutton Kersh has taken a family business with traditional values and added top notch technology and systems to ensure clients get the best of both worlds.

Sarah Mains marketing and branding is fantastic, and the fact that their promises are based on a real ability to deliver is the icing on the cake. Innovative schemes and practices have delivered real, tangible benefits for the business and the loyal staff are clearly engaged across the board, not least due in part to the thorough training requirements and collaborative rewards programme. A high level of repeat business emphasises the success of this companyâ&#x20AC;&#x2122;s approach and outlook and they should be proud.

Wales Gold - FBM

Silver - Kelvin Francis

An outstanding estate agency - innovative, passionate and exceptionally efficient. FBM offer a range of services to best serve their areas and client needs, such as Auctions and Holiday Lettings. Their embracement of technology has been done in a truly thoughtful fashion, their use of QR codes in particular and other initiatives clearly show that they are innovative without losing the constant end focus of pure high quality customer service. Very impressive indeed.

A really terrific agency that is genuinely part of the community and who care deeply about giving their clients the best service possible. Their innovations such as working with the Welsh Assembly to deliver a better service for disabled clients and staff questionnaires to keep improving service are commendable. An agency which really knows its market, as proven by their numerous informative press articles and appearances. The cohesive long-standing team is all working towards the highest standards, and should congratulate themselves on their efforts

Shortlisted: Williams & Goodwin

Sponsored by

Introducing the award for

Best Single Office Agency GOLD

SINGLE OFFICE UK AGENCY ESTATE AGENCY of the

YEAR 2011

Robin King The expertise of the team at Robin King is clear from the outset, with the man himself developing his own three-point plan for accurately valuing property. This has been well received by potential new customers who believe in the confidence and knowledge exhibited by this agency, and who quickly see that this confidence and knowledge is backed up by action. Not afraid to evolve, this company constantly strives to grow and expand its offerings and whilst the basics of the culture are held to be immovable, this acts as a hub around which the rest is changeable to the benefit of the customers, staff and ultimately, the bottom line. Every action is undertaken with transparency and honesty in mind and the market share, client and staff loyalty speaks volumes as to the sensibility and reward of this approach.

South East Gold - Lawrence Rand

Silver - Henleys

This company knows its business and is outstanding in every respect. Good market loyalty has been engendered through regular and thorough contact with both potential leads and committed customers. Its use of technology and online presence to improve brand awareness, authority and market network is exemplary and the panel were impressed by the business analysis it undertakes and how the directors use this information to improve and expand the services. Demonstrating at every level an innate ability to understand and deliver on customer expectation, this agency is a deserving recipient for the gold.

This agency was singled out for having a first class attitude. The team applies itself with a ‘can do’ application and down to earth values. It is these values which have given rise to a business ethos which is recognised in the local area as trustworthy, reliable and knowledgeable. The team’s every action reflects the client profile and requirements, turning opportunity into results and leaving no stone unturned in their quest for excellence.

Shortlisted: Brand Vaughan

South West Gold - Robin King

Silver - Swoffers

The office has changed the culture of its operation by rewarding the staff on their customer service rather than solely on sales, with the result that over 97% of clients rate the service received as either outstanding or excellent. There is clearly a strong belief in transparency and honesty which is demonstrated in every undertaking. Marketing materials and use of technology are strong and reinforce the high standards and knowledge on which the business is built.

This agency has operated in Guernsey for nearly 40 years and its excellent reputation for dealing with a high-end yet complex market place is well deserved. Experts in their field, the team at Swoffers pride themselves on their quality and discreet service. From the moment of initial contact, clients can rest assured they are in safe hands. Substantial investment in rebranding and its online presence was well placed and has enabled this premium agency to continue what it does best – customer care – but backed up by the best in new systems and processes.

Shortlisted: Inspired Estate Agents

Central Gold - Ashington Page Ashington Page are perpetually successful at these awards and the judges were pleased to see its exceedingly high standards have been maintained and improved over the past three years, since it first won gold. It offers a consistent combination of great service, technology and training whilst continuing to seek and produce new marketing initiatives. State of the art photography and web technology has been embraced with real results seen through growth in more niche markets. The directors believe that, “small is beautiful”, and this is certainly the case with Ashington Page. Outstanding.

London Gold - Ayrton Wylie

Silver - Farleys

Silver winners last year, Ayrton Wylie is an excellent example of smaller agency work. Personal, discreet and reliable were the judges’ comments and everything about this business reinforces this belief. Its marketing materials are impressive and the benefits of employing an in-house marketing/PR person who knows the business inside out are evident. Stringent measurement of every deliverable has enabled the directors to make strong policy decisions based on fact and verified statistics; this ability and willingness to constantly evolve and develop the company has enabled Ayrton Wylie to grow and increase market share and profit in a way which is truly impressive.

Farleys is a family-run independent which has built its reputation on strong foundations; the original founder’s daughter is the director. Specialising in an exclusive area of London, this agency knows its stuff. The marketing collateral reflects not only this knowledge but also the passion and affection in which the local area is held by the team. The commitment of all staff is commendable, and there are many examples of going above and beyond duty at all levels. It enjoys good market share in a competitive location, which is mainly due to the high level of excellent service coupled with the family led philosophy.

Wales Shortlisted: Thomas & Rose

Sponsored by

Introducing the award for

Best Innovation GOLD

INNOVATION ESTATE AGENCY of the

YEAR 2011

silver

INNOVATION ESTATE AGENCY of the

YEAR 2011

BRONZE

INNOVATION ESTATE AGENCY of the

YEAR 2011

Streets Ahead Silver winners last year, Streets Ahead want its name to be synonymous with trust and every action is undertaken with a view to making this happen. The directors believe that their brand and reputation speaks volumes for innovation and are always striving to find new ways of delivering outstanding levels of customer satisfaction to clients and the community. Using a combination of the external website, “All Agents”, and internal WOW cards to stimulate a competitive spirit with the team, they used financial incentive to make

this work. Every time a member of the team receives a five star review on “All Agents’ they receive a financial reward, however a poor review results in a fine which is given to a local charity. This agency is now ranked number one on the review website and business has increased. This idea is a great example of how something simple can achieve fantastic results; both staff retention and the bottom line have increased, and they are actively helping the community.

Hamptons International Perpetually successful in this category, it is a pleasure to see this agency continue to innovate and challenge industry norms in a bid to increase its service offering. Awarded last year for its iPhone app, Hamptons has gone one further and developed its own iPad app. The fact that this app has received an accolade from Apple itself stating this is a great example of how the technology can

be used for the property industry shows how innovative it is. The team also use the iPads as a history book which they can use to show customers the local areas, properties sold and the history of the agency. All members of the team are included in ideas meetings and the continuing success of Hamptons proves theirs is an approach which works.

LSL LSL has developed an idea called, “The Bridge’ which is a powerful combination of technology and people working together to produce a state of the art customer relationship model. The Bridge acts as a contact centre, campaign management hub and portal fulfillment operation, and in designing this, LSL has implemented what it believes to be the next generation of estate agency. Implemented in just three months, the

efficiency and results are outstanding. The judges felt that the investment in time, people and technology demonstrated by LSL is brave but this belief in its idea is already paying off; over 11,000 valuations have been generated for LSL branches since November. The operation goes from strength to strength and it is a delight to publicly acknowledge the excellence of the idea and the slick execution.

Sponsored by

Introducing the award for

Best Marketing GOLD

MARKETING ESTATE AGENCY of the

YEAR 2011

silver

MARKETING ESTATE AGENCY of the

YEAR 2011

silver

MARKETING ESTATE AGENCY of the

YEAR 2011

Your Move In a highly competitive category, the judges found that Your Move had created an extremely successful marketing campaign, which delivered on every level. Faced with the dilemma of losing a revenue stream at short notice, a novel and innovative strategy was developed to combat this issue. The campaign was implemented meticulously and not only delivered the desired result but exceeded expectation by providing a

Hamptons International In a market which is occupied by niche players, Hamptons decided it could make its mark on the equestrian sector. The panel were impressed by the simplicity of the idea, which was investigated after the team realised they had enough expertise between them to justify opening this new department within the existing structure. The clarity and goals of the campaign were easy to quantify and deliver with the result that Hamptons exceeding the targets it set itself. The marketing

department has clearly worked hard to implement an idea presenting Hamptons as experts in this specialist area through attractive and thorough collateral and a well designed web presence, both of which are backed up by knowledgeable and professional staff. Bringing together many resources within the existing business and using these to build and action a successful campaign made Hamptons worthy silver winners.

Wilkinson Grant & Co. As a small agency, Wilkinson Grant displayed an uncanny ability to cover all the bases and its marketing paraphernalia belied the fact that it is a two-branch company. The material was new, eye catching and inspirational and the judges felt that this raised it to a level with the largest marketing spenders in the industry. Despite this the team were also able to maintain the local, intimate and

Shortlisted Beresfords James Pendleton

greater income than that which had been lost. In a time when it is becoming ever more necessary for the industry to come up with new and innovative ideas to expand income-generating opportunities, the idea developed by Your Move will be one that many people in the industry will look to mimic. With this in mind, the panel found this highly successful marketing campaign deserved gold.

approachable feel that many members of the public still demand. It was this ability to match a large agency mentality with small agency service which particularly impressed the judges; there is no question that the initiatives are new and innovative, ensuring that Wilkinson Grant & Co. stays ahead of its competitors.

Sponsored by

Introducing the award for

Best Customer Service GOLD

CUSTOMER SERVICE ESTATE AGENCY of the

YEAR 2011

silver

CUSTOMER SERVICE ESTATE AGENCY of the

YEAR 2011

BRONZE

CUSTOMER SERVICE ESTATE AGENCY of the

YEAR 2011

Karl Tatler In the words of the judging panel, the customer service standards demonstrated by Karl and his team, “blew [their] socks off”. Without exception the entire team shows not only outstanding knowledge but a desire to act on this and share their expertise with the customer. This approach has led to impressive levels of repeat business and customer loyalty which is very rarely seen

Marsh & Parsons Marsh & Parsons displays an excellent standard of best practice in all areas. Across every discipline it is apparent that the company ethos is practised by each member of the team and this is due in no small part to the strong management; the directors are absolutely in touch with what happens at grass roots level in the offices and lead by example at every turn. Their local knowledge is

second to none and the judges were impressed by the trust placed in them by the customers; repeat business levels are high. All the team work together to implement new initiatives and suggestions; involvement is actively encouraged. A fantastic business operating on high levels of integrity and honesty; it is well respected and liked in its local areas and the silver is well deserved.

Goodchilds The director at Goodchilds stated that, “customer service is a key element; not just something we talk about”, and the team clearly put their money where their mouth is where the standards of customer care are concerned. They ensure that what they promise they deliver, and this approach has reaped dividends in maximising goodwill with the local clientele. Careful consideration has been

Shortlisted Greene & Co. Hamptons International

elsewhere. Karl and his team understand what it is to be a customer and how to harness this information to make clients feel special. Email response time was excellent and personal, as was every contact with this agency. The team should be thrilled with the gold award which acknowledges their faultless and impeccable service. Well done.

given to the dovetailing of traditional customer care against heavy investment in useful technology and Goodchilds does this well. The judges particularly commented on the way in which the team mentioned occasions where problems had been encountered and how these had been resolved to give the best outcome for all parties. Brilliant.

Sponsored by

Introducing the award for

Best Technology & Online

GOLD

TECHNOLOGY & ONLINE ESTATE AGENCY of the

YEAR 2011

silver

TECHNOLOGY & ONLINE ESTATE AGENCY of the

YEAR 2011

Romans Every activity at Romans is undertaken after careful consideration as to direct impact on customer experience and its technology and online service is no exception to this. The usability of its website is excellent and optimisation of SEO ensures it reaches the maximum number of customers through the internet. The call centre is open until 10pm every night and use of back office tools means they can harness the details of

White & Sons White & Sons demonstrated an excellent overall approach to their technology and online offering. Within their local area they showed demonstrable â&#x20AC;&#x2DC;firstsâ&#x20AC;&#x2122; with many initiatives in this discipline. The website is clean, clear and easy to navigate and it manages to provide depth of information without being overwhelming. Their mobile site and app was impressive and there is evidence of high

Shortlisted Manning Stainton Tucker Gardner

conversations with customers to really drill down to their requirements and tailor the service accordingly. The speed with which they are able to respond to enquiries is testament to the thought behind this system, and the judges were impressed with how quickly they were able to speak to a member of the team. Romans deserve the gold.

usage of these facilities with customers, and good feedback on them accordingly. The team at White & Sons are all knowledgeable about social media and SEO and work together to back up their strong technology and online offering with excellent customer service standards and efficiency.

Sponsored by

Introducing the award for

Best Training & Development GOLD

TRAINING & DEVELOPMENT ESTATE AGENCY of the

YEAR 2011

silver

TRAINING & DEVELOPMENT ESTATE AGENCY of the

YEAR 2011

BRONZE

TRAINING & DEVELOPMENT ESTATE AGENCY of the

YEAR 2011

Thomas Morris Silver winners in 2010, the team at Thomas Morris have built on their already high standards and the judges were thrilled to award them the gold in 2011. The directors showed that their belief in training is key to the development of the whole company, and they act on this ethos accordingly. Their insistence on feedback, whether good or bad, is brave and refreshing and demonstrates the outstanding commitment to clients. The dedicated

training sector of the business enjoys usage of the purpose built training centre, which also has breakout rooms for seminars. Every single member of the team is reviewed individually and training is covered according to individual requirements. We look forward to seeing what this agency will undertake next in their continuing quest for excellence.

Streets Ahead This company has its feet firmly on the ground; particularly impressive is the commitment undertaken by the partners to the staff, which clearly benefits the whole group and results in magnificent service. It is evident that that the extensive budget put aside for training has tangible results; the budget has been quadrupled over the past year and profits, customer loyalty and staff retention has also increased in line with

this, demonstrating that this investment was well considered and well executed. This agency has its own training suite, using it to great advantage by running regular internal training as well as with external trainers, and the team is asked for their input on the programme meaning they have real buy-in as to what theyâ&#x20AC;&#x2122;re learning. Streets Ahead demonstrated a well-rounded and thorough approach to its training and development offering.

Karl Tatler For a small agency, the attitude towards training is exemplary. This year, over 15 members of the team have gained qualifications, going on to level two of the technical awards, and the professionalism and knowledge of all staff is exceptional. The result of this commitment to qualification not only reaps great benefit for the customers and the brand but has also resulted in every member of the team

growing their income over the last 12 months, without exception. The development of a reading and reference library is impressive and innovative and use of this facility is obligatory. Karl Tatler is a great example to the profession with a commitment to the training and development of their people which is first class.

Sponsored by

Introducing the award for

Best Newcomer

GOLD

NEWCOMER ESTATE AGENCY of the

YEAR 2011

silver

NEWCOMER ESTATE AGENCY of the

YEAR 2011

Zoe Napier Country & Equestrian The judges felt this agency is an excellent example of how to set up a new business in our industry and the team at Zoe Napier clearly deserve the gold award. The directors are extremely experienced in the equestrian and countryside property market and this credibility and knowledge has led to a clear differentiation from their competitors. It was evident that the team is well respected in the equestrian world, with the directors often featuring as commentators in equestrian publications; an approach which has

served to increase customer enquiries and loyalty. For a young business, they have very quickly built up a strong reputation and brand awareness through clever and considered use of social media, the internet and traditional advertising. The branding is slick with a touch of humour and will appeal to the customers they are aiming at. The levels of stock and the profitability shown in the first year of trading is impressive, as is the growth plan and the panel are looking forward to watching this agency go from strength to strength.

Harpers & Hurlingham This agency demonstrated at every turn that it has built a good brand through great advertising and marketing collateral and a focus on repeat business through strong customer service ethics which is second to none. From the director down to the most junior member of the team, the judges saw passion and enthusiasm demonstrated throughout. It was clear that they enjoy a good

relationship with customers and the entire team is active in the local community; commitment to CSR is high on their list of priorities. Endeavouring at all times to offer a fantastic level of service, even after completion, the excellent customer testimonials were a joy to read and the panel commented that if every agency was like this one, it can only be a great thing for the industry. A well deserved silver.

Sponsored by

Introducing the award for

Best Auction Agency

GOLD

AUCTION AGENCY ESTATE AGENCY of the

YEAR 2011

silver

AUCTION AGENCY

All Wales Auction This agency is the pre-eminent auction house in North Wales and at every stage of the entry and judging process, it was clear why. Both directors and the rest of the team have vast knowledge and experience in the auction discipline. The business has grown year on year as has their fee income. Since launching in January 2009, this unique auction brand, and first National Auction house in Wales, has grown to 27 offices. Sales are held every ten weeks with around 40 lots per auction, and the

company has sold more than all their competitors put together; an impressive statistic. Innovative in technology, the directors actively seek to design new apps to help the business and the customers, with the result that the auction processes in place are slick, clean and efficient. This auction business marries the best of modern methods with traditional values and the team deserve the gold award.

Auction House â&#x20AC;&#x201C; Leeds, Bradford & Wakefield

ESTATE AGENCY of the

YEAR 2011

In just over two years, the success of this agency is impressive, holding auctions with 40-plus lots, every six weeks. Ambitious plans to increase both the number of lots and the geographical area of operation over the next year are achievable and will serve to increase the reputation and income for the business. A fresh approach to the marketing materials made available to customers has reaped reward and it is clear the directors seek

to offer a friendly and easily understandable service to potential customers. The introduction of extra reports and collateral on properties is excellent and has enjoyed good feedback from clients. There is a strong emphasis on client contact via an assortment of media and the website is clear and easily navigable. This agency should be proud of its offering.

Sponsored by

Introducing the award for

Best Franchise GOLD

FRANCHISE ESTATE AGENCY of the

YEAR 2011

silver

FRANCHISE ESTATE AGENCY of the

YEAR 2011

BRONZE

FRANCHISE ESTATE AGENCY of the

YEAR 2011

Auction House The judges commented on the excellent achievement and success which Auction House has enjoyed across both the auction and franchise sectors. As the fastest growing auctioneer in the country, it has not substituted quality for growth and its franchise offering is excellent. The aim of the directors is to build a strong and widespread brand through their franchise operation across the country and there is much evidence that this aim

is being met through their actions. The infrastructure is robust and franchisees will see their financial investment met within 12-18 months, so can be satisfied that their cash flow will be positively impacted. Marketing is undertaken nationally which has increased brand awareness. Both franchisees and customers can be confident when using this business, due to the high standards designed and adhered to by all.

Xperience Xperience continues to impress with its franchise offering as shown by its success in this category year on year. The current MD has been involved with the franchise since day one and this dedication and commitment is endemic in this company. This last year has seen heavy investment on developing its technology and online offering as well as re-branding across the four brands and an increase in the level and quality of the

marketing materials available to franchisees. All offices are fully compliant and there is a heavy emphasis on continuous professional development; regional conferences are held twice a year to update and educate franchisees. The last 12 months has seen a 100% renewal from existing franchisees and this faith in the parent operation is due to the excellent infrastructure and offering from Xperience.

Goodchilds Goodchilds also continues to shine in this category. It is a fairly small franchise with only 14 offices however it demonstrates a franchise offering which would be exceptional in a much larger business. Its ambition and dedication to growth is admirable and based on a strong foundation, leaving the judges certain it will achieve what it sets out to. Started as a franchise business, the developed infrastructure is clear from the outset. The directors lead by example

and remain at grass roots level as well as providing the direction of the business. Training is excellent and thorough and the initial package available to the franchisees is impressive; new owners are well equipped to hit the ground running. Plans to grow the business over the next couple of years will no doubt develop and the panel commented on the exceptional care and attention demonstrated by all at Goodchilds.

Sponsored by

Introducing the award for

Best Prestige Property GOLD

PRESTIGE PROPERTY ESTATE AGENCY of the

YEAR 2011

silver

PRESTIGE PROPERTY ESTATE AGENCY of the

YEAR 2011

silver

PRESTIGE PROPERTY ESTATE AGENCY of the

YEAR 2011

Fine & Country Last year, the judges noted that Fine & Country, “offer an unrivalled consistency of quality branding and high standards across every aspect of this niche market”, and the fact that it has been awarded the gold in this category for the second year running reinforces this belief absolutely. Clients recognise and trust this brand, realising the promises made are backed up by expert knowledge and clear understanding of the differences in service, availability and knowledge required by clients shopping for prestige homes.

Equally as impressive is the scope in which this agency operates; offices are located in far flung locations around the world and the directors have put in place robust measures to ensure communication between the teams is faultless and that clients have access to view amazing properties around the globe. Fine & Country don’t just offer clients a taste of properties available; they also show them the lifestyle which goes with it. Inspiring.

Gascoigne Halman With over 20 years trading experience in the prestige market, Gascoigne Halman dominates this market in their area of operation. This business has a substantial number of offices in the north-west region, and has established an excellent reputation as experts in the luxury and prestige markets. Quality marketing materials are informative and reflect the values of the agency and its offering. Bespoke packages are created for

each property and potential buyer, so customers feel they are truly receiving a personal service with the added effect that the property details can be tailored to reflect exactly what the client wants. Even the design and layouts differ to reflect the customer. Contact with branch managers is available whenever and wherever the customer demands it and they are operating on the back of a proven and effective track record in this area.

Zoe Napier Country & Equestrian At Zoe Napier, the team live the brand. A very young agency, this business has experts in equestrianism at the helm and they are widely held to be the agency to use as far as prestigious rural property is concerned. Starting out as “Equestrian Specialists”, they have expanded their brand and offering to include high-end, specialist properties; an approach which has captured the imagination and enthusiasm of customers and the team alike. Fully compliant, they are also members of the Countryside Alliance and the Country

Landowners Association and the entire team takes a keen interest and involvement in rural matters, with the result that customers know they are buying from people who understand their market, issues and requirements. The branding is quirky and communicates the message of the company whilst remaining fresh and fun. Regular appearances and commentary from directors in equestrian and country publications has cemented their authority – the brand is well recognised and well respected.

Sponsored by

Introducing the award for

Best New Homes GOLD

NEW HOMES ESTATE AGENCY of the

YEAR 2011

silver

NEW HOMES ESTATE AGENCY of the

YEAR 2011

BRONZE

NEW HOMES ESTATE AGENCY of the

YEAR 2011

Putterills Putterills knows its Hertfordshire market inside out and therefore the developer product for that market. The team consider themselves ambassadors for each new homes development and offer a whole range of services from land and development appraisals through sales progression. Working on the ethos that, â&#x20AC;&#x153;people buy people firstâ&#x20AC;?, they strive to deliver a personable service and this approach is rewarded

Hamptons International The new homes department at Hamptons provides an end-to-end developer solution. There is a strong development consultancy, which has been put in place to identify opportunities, which it does well, from J.V.â&#x20AC;&#x2122;s to urban regeneration projects and working up planning consents. An in-house team researches market analysis and gives commentary which cements Hamptons

position as experts in its field. Reinforcing this is the extensive training programme for staff on first week of employment including additional new homes specific training and the hosting of industry seminars. Hamptons new homes offering is based on pricing, design and viability and it achieves these aims with gusto.

LSL Land & New Homes There is an endemic desire amongst all staff to build strong relationships across the business and with developers. This attitude and knowledge of the team is well received by developers who are clearly impressed with range of services; the fact that they have just valued 39 sites for one developer is testimony to this. This new homes

Shortlisted Beresfords Connells

by fantastic builder and buyer testimonials and a loyal client base. The marketing is strong and proactive and reinforced by innovative ideas. The directors demonstrated excellent knowledge of National Planning Policy Framework and localism issues and have worked hard to engender a strong relationship between local councils and the developers to enable sustainable development.

department is an emerging force in this discipline but it has hit the ground running and is already a major player. Particularly impressive is the Part Exchange Hub which is well marketed and efficient but based on strong back office systems and excellent customer care standards which gives customers the best of all worlds.

Sponsored by

Introducing the award for

Best Financial Services GOLD

FINANCIAL SERVICES ESTATE AGENCY of the

YEAR 2011

silver

FINANCIAL SERVICES ESTATE AGENCY of the

YEAR 2011

BRONZE

FINANCIAL SERVICES ESTATE AGENCY of the

YEAR 2011

Connells Group It is an absolute thrill to make it a gold hat trick for Connells in this category. Year on year it demonstrates a knowledge and commitment to its financial service offering which is absolutely outstanding and it thoroughly deserves to win the gold for a 3rd year running. At a time when many competitors are scaling back, Connells has invested heavily in this area, increasing the number of brokers by 40%. The services offered by Connells are based on thorough and in-depth knowledge of this sector however it continues to

Your Move Bronze winners in 2010, Your Move impressed with its continued dedication to a thorough and personal service and it is clear it has upped its game over the past year; an approach which is rewarded with the silver this year. A strong focus on training and preventing issues has paid dividends and the entire team is on board with a pro-active and positive approach. 95% of clients sign up for future contact, a statistic which wouldn’t happen without a great service and

fantastic staff. This company has continued to thrive and grow in the market and has worked hard on finding business through its existing database and customer loyalty. A “Quick Quotes” service is reaping rewards and sets Your Move apart from the competition. All employees take great pride in ensuring they adhere to the ethos of this initiative, and it works with a considerable degree of success.

Romans Romans takes its financial services very seriously indeed with the view that a robust product portfolio and excellent staff training makes the moving process a slick and efficient one for customers. The service offered is very personal; any complaints are dealt with by directors and clients are given the direct line of the person dealing with them so access is ensured and the client knows they will speak to someone who is

Shortlisted Reeds Rains

innovate with its offerings; new ideas and campaigns introduced have improved repeat business and with this, customer loyalty and profits have increased accordingly. Buyer incentives strengthen the relationship between buyer and seller and has reduced transaction fall-through rate. All groups of customers are taken care of with strong products and services for everyone. We look forward to seeing ever greater things from Connells next year.

fully aware of any issues and is who working to resolve them. A telemarketing team has been established to operate a lifestyle diary system and ensure regular (and again, personal) customer contact. Myflower.com is an idea introduced meaning customers can access their notes 24/7 online and see exactly how their case is progressing. A nice touch.

Sponsored by

Introducing the award for

Conveyancer of the Year With the conveyancing process being such an important aspect of the moving process, the organisers felt that it was right that the hard work and dedication of the best conveyancing companies is now recognised. As such 2011 has seen the introduction of awards for Best Small Conveyancer (1-15 fee earners), Best Large Conveyancer (15 plus fee earners), and overall Conveyancer of the Year. The industry has come a long way in the last decade and continues to react well to the new challenges it faces as innovative firms seek to improve the home moving experience, whilst supporting and working with estate agencies to deliver outstanding customer service.

Conveyancer of the Year CONVEYANCER OF THE YEAR

Ashfords

ESTATE AGENCY of the

YEAR 2011

Sponsored by

Introducing the award for

Best Large Conveyancer GOLD

LARGE CONVEYANCER ESTATE AGENCY of the

YEAR 2011

silver

LARGE CONVEYANCER ESTATE AGENCY of the

YEAR 2011

Ashfords It is clear that Ashfords understand the nature of the relationship between agent, customer and conveyancer and work hard to exploit this for the mutual benefit of all parties. Integrated training sessions are undertaken between agents and its own staff to build relationships and address and solve issues for both sides. Training at Partner level

is also disseminated to the teams and all are encouraged to understand every working of the business to ensure excellent service. The case management system is very good indeed and is used to great efficiency, allowing the team to spend their time on personal customer care, with all involved confident that every need is being met.

Shulmans Shulmans impressed with its average time to exchange and it reports an impressive satisfaction rate. Working closely with brokers and agents, the team at Shulmans are highly trained and it is clear they actively endeavour to offer a top notch level of customer care at all times. There is a thorough training and development programme in place

and complete transparency of progress as far as customers are concerned. An automated management system takes care of all regular systems and provides checks. The partners are active in the industry forums and have helped shaped policy, which reflects the values and knowledge they possess.

Shortlisted MyHomeMove 37

Sponsored by

Introducing the award for

Best Small Conveyancer GOLD

SMALL CONVEYANCER ESTATE AGENCY of the

YEAR 2011

silver

SMALL CONVEYANCER ESTATE AGENCY of the

YEAR 2011

BRONZE

SMALL CONVEYANCER ESTATE AGENCY of the

YEAR 2011

Awdry, Bailey & Douglas This firm demonstrated an excellent customer service ethos throughout; strong processes and imaginative problem solving were evident across the board. There were numerous proven examples of the team going above and beyond to help customers. References from agents are exemplary; the entire team works hard to foster good

relationships with the agents and they enjoy joint training and social events to aid this approach. The panel were pleased with its turnaround time from sale agreed to exchange; this is helped in no small way by top-notch systems and processes; with 97% of customers saying they would re-use this firm, theirs is clearly an approach which works.

Advantage Property Lawyers This business takes a collaborative approach in all it undertakes. Its working ethos is based on robust practices and tried and tested methods; technology is used to aid this rather than replace the personal touch. Solid data measures timescales and client contact and at every turn the partners strive to continuously improve these

already pleasing results. Lead generation and referrals are strong, mainly due to the communication between all parties and it has a clear claims record. Regularly audited, the directors share the results with the agents so the client in turn can see them and be reassured they are in safe hands.

Cunningtons Cunningtons enjoys a 98% approval rating; the back office standards are outstanding and the depth to which the team is trained is exemplary. There is an emphasis on continuous professional development and all aspects of customer care is measured. Regular meetings are held on a variety of topics from best practice to reviewing call

records and client surveys as well as back to basics coaching. The past 18 months has seen the directors review their conveyancing processes with the end result being an efficient and streamlined system which does not compromise on standards.

Sponsored by

Estate Agency Events Award for

Outstanding Contribution to Estate Agency

Rosalind Renshaw OUTSTANDING CONTRIBUTION ESTATE AGENCY of the

YEAR 2011

We are thrilled to publicly acknowledge Rosalind Renshaw for her dedication and commitment to the estate agency industry over the past 30 years. It is without a doubt through her editorial expertise and razor sharp commentary that her work and attitude has directly influenced and shaped our industry for the better. Journalism is much like estate agency in that to truly know and understand one’s field one must start as a junior, understanding that it is only through sheer hard work and focus that one can be promoted through the ranks, gaining knowledge and expertise on the way. In this way, Ros started her career as a cub reporter in local newspapers, moving to local radio and then to the nationals, a period which included several years’ tenure at The Times. It was in the early 1980’s that she first discovered her vocation for property writing when she was charged with editing what were probably the very first editorially-led property supplements in regional newspapers. She admits to having been hooked on property ever since, and in every action, she clearly demonstrates a palpable affection and affinity for agents. During her career, Ros has seen the industry go through two significant booms and busts and is extremely vocal about her admiration of estate agents and their resilience, dedication and resourcefulness. Not one to shy away from controversy, Rosalind is also a champion for consumer rights as far as the industry is concerned and has publicly commented where she thinks it is appropriate on ways in which agents can improve the public perception of our industry through positive action. Through her own work, she should also be congratulated on directly impacting the improved opinion consumers have of estate agency. For many years, the editor in chief of trade magazine, The Negotiator, Ros saw this publication through the birth of the internet revolution which she says was a very exciting time, as far as both her writing was concerned and also for business. This excitement has continued with Ros’ position as editor of online publication, Estate Agent Today, and several of its sister titles. This is despite officially retiring several years ago! Throughout her career, Rosalind Renshaw has provided a valuable news service to the industry, both reporting news and shaping it. She has stated a desire to carry on in this important role and we look forward to watching her continue to work for the good of the industry.

THANK YOU | To the Judges The Estate Agency Events team would like to extend a huge thank you to this year’s judging panel:

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

The Judging Panel: David Adams, Industry Expert

Tracey Kellett, Bdihomefinders.co.uk

Rupert Bates, Whathouse.co.uk

Anthony Payne, Lonres

Melanie Bien, Private Finance

Miles Shipside, Rightmove

Chris Brown, Industry Expert

Joanna Swash, Moneypenny

Guy Charrison, Chairman, NAVA

Richard Tucker, Home Sale Network

Bethany Rudolf, Conveyancing Systems & Solutions

Frank Webster, Finders Keepers

Kate Faulkner, Designs On Property

Henry Yates, Estate Create

Clare Fletcher, Industry Trainer We would also like to thank Peter Bolton King, Chief Executive, NFOPP who kindly acted as Arbiter during the judging process.

Cecil Jackson-Cole Award for Corporate Social Responsibility Intercounty CORPORATE SOCIAL RESPONSIBILITY ESTATE AGENCY of the

YEAR 2011

Intercounty really stands out as a business that has an admirable approach to their CSR. The judges were impressed with their passion and energy for the cause of making a difference. Intercounty believes in creating synergy between its business of providing homes with the plight of the main charity they support: Shelter. Their support of Shelter was kick-started by an organised sponsored sleep out where members of the team made themselves homeless for a period of 24 hours. The event had two aims; one, to raise awareness in their local communities about the plight of homelessness and secondly, to raise much needed funds through sponsorship of the event. Their events have resulted in some very encouraging local PR for Intercounty and the charities they support.

In addition to their applaudable efforts in aid of Shelter the directors have also encouraged all their offices to recognise and support a local cause in their own community, the result being 20 estate agents pledging 20 days of voluntary work for local charities. The events that the Intercounty teams have taken part in include staffing charity shops, bike rides, baking birthday cakes for every homeless person in their local drop in centre and attending local carnivals. The outcome of their efforts has resulted in not only raising funds for Shelter and local charities but has created a real collaborative team spirit within their team. They believe this has helped to reinforce the company culture and build well established plans for the future.

Shortlisted Goodchilds For their innovative approach to fundraising and CSR.

Imagine For creating a positive impact on their team and local community. Both shortlisted agents provided very impressive entries and their work in this area deserves great praise.

Cecil Jackson-Cole was an entrepreneur and humanitarian, who is regarded as one of the pioneers of modern charitable giving – he played a large role in the founding of Oxfam, Help The Aged, Action Aid, and a number of other charitable organisations. Jackson-Cole founded Andrews & Partners, which he gifted in 1965, to three charitable trusts. Andrews & Partners has distributed £3.7 million to the charitable Trusts in ten years 2001–2010. The winner of this award receives £1,000 prize; £500 of which is donated to the Estate Agency Foundation to combat the causes of homelessness, and £500 of which is donated to a charity of the winning agency’s choice.

EAF Everyone deserves

somewhere

TO CALL HOME

Estate Agency Foundation The Estate Agency Foundation (EAF) is dedicated to helping eliminate the causes of homelessness. Our aim is to unite the Estate Agency industry for a great cause.

Become an EAF Ambassador for an annual fee of just £100, in the hope that your office would raise just £250 in a year. Your support can make a real difference to those at risk of homelessness in the UK, because everybody deserves a place to call home.

See our website for details.

Thank you for your support

www.eafcharity.org • info@eafcharity.org • 01372 370895 Changing perspectives. Changing lives.

Introducing the award for

Supplier of the Year GOLD

SUPPLIER OF THE YEAR ESTATE AGENCY of the

YEAR 2011

silver

SUPPLIER OF THE YEAR ESTATE AGENCY of the

YEAR 2011

BRONZE

SUPPLIER OF THE YEAR

Reapit Reapit covers all its clients’ needs with a proven ability to design and implement bespoke systems and websites. It has pioneered the use of workflow functionality and automated many systems which saves time and enhances both the customer service levels and the ability for agents to spot key business opportunities. Many of the Reapit team come from an agency background, giving them insight and understanding as to exactly what information agents need to gather for the benefit of the business. The level of products and services

offered is remarkable with every indication that new initiatives are introduced only after careful research and consideration as to their ability to positively impact the bottom line. The volume of agencies which use Reapit systems is very impressive indeed, in terms of number of offices across the UK and as a percentage representation of the top 50 estate agencies. Reapit view its customers as partners and it was evident to the panel that it delivers on all its promises.

MyHomeMove MyHomeMove has been instrumental in changing the way estate agency transactions are undertaken in England. The growth of this business over the past year is exciting, with increased turnover, an 18% rise in market share and significant recruitment, and this is solely due to the noteworthy reputation of MyHomeMove and the confidence partners have in the services it offers. The operation is transparent and strongly reinforced by the inimitable use of technology; the Eway electronic service enables each customer to

have their own easily accessible file containing all correspondence from all parties so everyone is aware of the progression at all times. This has had a real impact on the volume market. MyHomeMove has a considered and dedicated commitment to CSR, recently adopting an orphanage as its main beneficiary for fundraising; the staff recently climbed Ben Nevis to fundraise for this. MyHomeMove provides a necessary service in an efficient, innovative and friendly way and we are pleased to award it the silver.

The Guild of Professional Estate Agents

ESTATE AGENCY of the

YEAR 2011

The aim of The Guild is to encourage agents nationwide to work together to ensure a ‘best in class’ service to the public and there are clear signs that it achieves just this, whilst at the same time delivering excellent revenue for members. Since its launch it has grown to a successful 63% market penetration across the UK. The support it offers to agents is impressive with in-depth training programmes, external IT support and dedicated support phone lines. Marketing initiatives are

innovative and easily implemented across the different agencies and can also be tailored very simply to reflect the needs of the different marketplaces and locations. QR codes have already been introduced for the group with great take up so far. The Guild clearly delivers well to its client base and achieves its goals which can only be beneficial for the industry and the public. Excellent.

Shortlisted Expert Agent

The Winners’ Toolkit promoting your success in places other awards do not reach. Congratulations to all the winners on your success! Your competitive advantage as a winner starts here... The new look estateagencyoftheyear.com promoting your success is already live with full details of each award winner including the judges comments and links to your own website. An extensive programme of advertising promoting the winners in The Times and The Sunday Times starts tomorrow (9th December) and will continue until February. Images of the winners receiving the awards will also be available on estateagencyoftheyear.com shortly after the event has finished with video interviews of the winners being posted the week after the event.

BASIC TOOLKIT - Free to all Award Winners An e-mail will be sent to the registered address from your award entries the day after the event containing the following items: ■

Hi-res and vector based winners logos

■

A4 portrait and landscape window card and advertisement

■

E-mail signature strip

■

Generic press release

■

Winner’s video and interview*

ADVANCED TOOLKIT - Available for just £999 Maximise the exposure of your success with an extensive suite of professionally designed marketing materials including all the items from the Basic Toolkit plus: ■

All items customised to your brand colours

■

A3 & A4 portrait and landscape window cards

■

Full page, half page and quarter page newspaper adverts

■

A5 canvassing flyer and mailer

■

Website banner, skyscraper and MPU adverts (for use on Zoopla.co.uk, etc)

■

Customised press release

BESPOKE TOOLKIT For completely custom marketing and PR campaigns to promote your awards or to find out more about the Advanced Toolkit, please contact Vikki Girton on: 01372 372372 or e-mail vikkig@phoenixplc.com *For gold winners only.

Learn from the best with the best The Property Academy Groups offer members business development and improvement unlike anything else in estate agency. At each bi-monthly meeting, you will: • Hear from world-class speakers like those who you have seen at EAE LIVE.

PETER FISK

• Put questions to these speakers and enjoy hugely valuable interactive time with them.

MARKETING

• Learn from other members and help to set the agenda on the opportunities and challenges that you face.

SUE FIRTH LEADERSHIP

• Enjoy a day of learning and insight unlike any other with the focus on business improvement, growth and enhanced profitability.

JEFF GROUT

CHRIS CROFT

RECRUITMENT

PROJECT MANAGEMENT

For business owners and senior directors Next meeting:

Current members include: Greene & Co, Northfields, Ashington Page, Gibbs Gillespie, Streets Ahead

Next meeting:

• Benefit from access to exclusive research and insights and learn about important new industry developments before anyone else. SHOWN LEFT: Confirmed speakers for 2012

For Lettings specialists and agencies with both Sales and Lettings, either the business owner or Lettings Director

NEW GROUP FOR 2012

Marketing Group For marketing professionals in estate agency Next meeting:

Current members include: Romans, Putterills, Intercounty, Robinson & Jackson, Haus

Next meeting:

If you would like to apply for a no-obligation trial membership please contact Ben Harris on 01372 370 809 or email: ben@propertyacademy.co.uk NB: No two members can be in direct competition.

For agents working with house builders and developers, either the business owner or New Homes Director

NEW GROUP FOR 2012

With thanks to all of our sponsors and supporters:

Organised by: The Chapel, Reigate Road, Leatherhead, Surrey KT22 8RA 01372 370837 info@estateagencyevents.com www.estateagencyevents.com