2015 Judges Report - Lettings Agency of the Year

SPONSORED BY

The 2015 Judges’ Report

Contents A Message from the Chairman of the Judging Panel

1

A Message from the Organisers

1

Best Lettings Agency Overall Winner

2

Best Northern Ireland Agency

3

Best Scotland Agency

4

Best Wales Agency

6

Best National Agency

8

Best Large Agency

10

Best Medium Agency

11

Best Small Agency

11

Best Single Office Agency

11

Best London Agency

12

Best East of England Agency

14

Best Midlands Agency

16

Best Northern Agency

18

Best South East Agency

20

Best South West Agency

22

Best Property Management Agency

24

Best Prestige

32

Best Customer Service

34

Best Franchise

38

Best Innovation

40

Best Marketing

42

Outstanding Contribution

44

Best Block Management

46

Best Newcomer

48

Best Student Lettings Agency

50

Best Supplier

52

Individual Negotiator

53

Individual Branch Manager

53

Individual Property Manager

54

Individual Relocation Agent

54

Best Website

56

Best Social Media

58

Best Training & Development

60

Best Relocation Agency

62

Best Lettings Agency to work for

64

SPONSORED BY

A Message from the Organisers These awards were originally set up in order to recognise and reward best practice in the lettings industry and it is hugely gratifying to hear from the judges that their task grows more difficult each year due to the extraordinary standards, innovations and knowledge you all demonstrate every day. Without exception every one of you who entered these awards should be congratulated for exposing your businesses to the level of scrutiny the judging panel applies.

Because of the continuous improvement in standards, we spend a considerable amount of time each year looking at how we in turn can make the judging process even more robust; a task which must go hand-in-hand with ensuring the entry process remains as straightforward as possible. We recognise that there isn’t a perfect system for judging any awards in any sector but we strive to ensure ours is as flawless, rigorous and transparent as possible.

Previously, judges have undertaken their own mystery shopping exercises however this year we engaged an external mystery shopping company to add another level of scrutiny of every single entrant and I am told the results make for interesting reading. Whilst I don’t participate in any way in the judging process, the panel has asked me to highlight that in many cases they were hugely impressed by several agencies’ written submission and telephone interview, only to be disappointed to learn from the mystery shopping programme that the agencies in question had not returned a call and email, even when given several opportunities to do so. Not only did this cause some agencies to miss out on an award it also suggests that they need to turn their attention to their systems and processes for handling enquiries from landlords and tenants.

I extend my personal congratulations therefore to all our winners who have proved through vigorous testing that they are the best of the best in our industry – long may these standards continue to rise!

Peter Knight Chairman, Estate Agent Events

A Message from the Chairman of the Judges Over the years that I have chaired the judging panel the approach of the panel has always been to listen to the recommendations from an individual judge, to test those recommendations, to discuss (frequently robustly) and to reach a considered and joint decision on which agent should qualify for what award. In that time however the approach has developed such that the judges’ consideration places great emphasis on customer service. Many agents will declare customer service as key to their business but those agents that show real application and evidence of how they ‘walk the talk’ will always be in with a heightened chance of gaining the top award. And to my mind a key element of ensuring staff focus on customer service is structured training and development.

The judges give considerable time to assessing each entry. They look at current performance and are uninfluenced by a previous winning status or indeed by the fact that the agent has never won before. They seek out best practice to reward a winner rather than bad practice to identify runners up. It is a big task and I thank them for the positive approach to our panel discussions. A list of the judges appears elsewhere in this report.

I will also take this opportunity to congratulate all the winners and to encourage all entrants to continuing developing their services to the consumer.

Christopher J Hamer Chairman of Judges

LL WINN ERA ER V O

lettings agency

Best Lettings Agency OVERALL WINNER Paramount

2015

Sponsored by

Paramount is an outstanding team focused organisation. The hands-on director has worked hard to build a culture of collaboration that extends across internal and external relationships.

This has been achieved through a combination of planning, strategy and execution.

The director spent time mapping out his vision for the business, then designed a plan to achieve his goals, finally executing this via a blend of activities and investment.

There is a firm belief that hiring, training and retaining the right people is the most important aspect of business. There is an overriding commitment to providing unrivalled access to training and development opportunities for every member of staff, which is coupled with an impressive and thoughtful rewards structure.

The expected standards are laid out at interview stage, and this focus on customer service levels continues throughout an employee’s tenure. The comprehensive training is tailored to the individual, and encompasses formal and informal subjects.

Every employee is enrolled on ARLA training within one month of starting and they continue to develop through access to the extensive and diverse syllabus, on subjects ranging from compliance requirements and data management to life coaching.

The personal benefits provision would be impressive in a large corporate so is even more so for a single office business. Employees are well rewarded for meeting their targets, both sales driven and social, and are also given access to healthcare, profit share and extra holiday entitlement. Non-financial rewards include lunches, tickets for sporting events and monthly reflexology sessions.

Over 90% of their properties are let on a sole agency basis so Paramount retains full control of the customer journey. The team seeks to make the moving process as simple as possible so they offer a number of services to facilitate this. Their inventory companies work seven days a week so tenants can move when they wish, and they provide comparison reports for utilities to ensure clients get the best possible rates, arranging the transfers as well. Clients can also have deliveries sent to the Paramount office if they’re at work, and the team then takes them to the property at a convenient time.

This attention to detail extends to landlords. The fully managed service covers legal updates, contractors, repairs, block management and service charges. The fee structure is flexible to meet individual needs, and the team negotiates with contractors to ensure the rates are competitive.

They gather feedback through a number of sources from random interviews to external mystery shops. This information is then used to ensure necessary changes are made to their processes and services to maintain their high standards.

2

Best Northern Ireland Lettings Agency Property Link Property Link operates from one large office in central Belfast and a smaller satellite office in the border area so the team has a lot of interesting issues to deal with as they operate across two very different areas, not least due to the high level of social housing tenants they help. This business has grown over the past 40 years and has worked in socially deprived areas, offering short term and HMO properties alongside standard rental arrangements. The directors employ a mixed workforce who speak a number of languages, and there is an extensive induction as they train unemployed people in internship positions – many of these have progressed to full time work. The team is trained extensively in welfare changes, working closely with local advice centres to enable them to really help HA applicants.

They seek to innovate to simplify processes for landlords and many of their services have moved online; they have never lost a landlord due to poor service so they are clearly respected as an outstanding agency.

GOLD

northern ireland lettings agency

2015

Sponsored by

GOLD

AMPMni The team at AMPMni is extremely professional and they manage to combine this professionalism with a friendly, down to earth attitude across all aspects of the lettings journey. They endeavor to stay ahead of the competition through investment, whether in training, technology or marketing. Landlords can access information through the bespoke online system, and tenants will be guided through the lettings process from the very start to the conclusion of the tenancy.

The number of services on offer is extremely impressive and the panel is confident that anyone using this agency will experience a detailed end-to-end service.

AMPMni understands the importance of client satisfaction and that it is vital tenants and landlords feel they are listened to, and their feelings and ideas taken into account.

The team believe that by growing and maintaining the trust of both clientele they will grow the business through retention and referral.

SILVER

3

GOLD

scotland lettings agency

2015

Sponsored by

Best Scotland Lettings Agency 1Let All at 1Let are very clear about their service offering across all customer touchpoints and demographics. They have developed exceptional customer service and bespoke channels of communication with landlords and tenants. All property management staff are ARLA qualified, and enjoy high levels of training outside of their technical qualifications. Staff retention is exceptional as is the average length of service. There is a strong culture of openness and this is applied across the business, even when pertaining to sensitive financial information: everyone is asked to contribute to the weekly meeting agenda. There is a detailed 1Let handbook which has been written by the team and reviewed by every employee as it was put together: this has really helped grow staff engagement as they feel absolutely part of making this business what it is. Having won the silver award last year, this agency absolutely deserves to make the leap to gold.

GOLD

Braemore SILVER

4

Braemore offers an outstanding level of services which are provided with cohesion and consistency. Irrespective of which department the client is accessing, they can feel confident that they will be dealt with in a professional and friendly manner.

The directors have been able to engage the team in a time of change, which has empowered them to develop and implement resolutions, resulting in a positive and engaged dynamic. They carry out regular surveys of their clients seeking feedback on their service with results published in the Braemore index to give a biannual snapshot of landlord viewpoint. The panel was pleased to see the excellent results from the mystery shopping exercise as this demonstrated that this agency follows through on its promises. Braemore has made significant progress on the journey it began last year, the scale of which is unprecedented in Scotland and it deserves recognition. Well done.

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GOLD

wales lettings agency

2015

Sponsored by

Best Wales Lettings Agency Dawsons Dawsons has the largest branch network in its location and it has achieved its market share through a mix of targeted marketing and excellent word of mouth referrals. The team achieves an exemplary viewing-to-let ratio and accuracy of rents quoted. Open evenings are intrinsic to winning new instructions and they hold these alongside extensive retention activity for their valued existing clientele. They have implemented a service level agreement to publicise their customer commitment policy. Landlords can access a number of services ranging from bespoke insurance services to holiday home maintenance programmes.

Dawsons has also worked hard to build affiliations with many professional bodies and it leverages these associations for the benefit of tenants and landlords. There is an evident dedication to the staff and they enjoy a variety of rewards and incentives which are awarded based on performance and feedback from their personal mentor (each person has one). Dawsons has jumped from the bronze in 2013, to silver in 2014, and to the gold this year - its success is well deserved.

GOLD

Peter Alan

SILVER

BRONZE

Peter Alan is perpetually successful in this category and this success reflects the lengths it goes to for its clients. The team at Peter Alan understand the importance of listening and whilst they are happy to display the pride they feel in working for this agency, they also spend time listening to clients rather than telling them what they feel is important. On the back of this philosophy they have implemented major changes such as decentralising the move-in procedure and abolishing renewal fees for tenants. Unafraid to innovate, they have implemented a number of market leading initiatives, including a unique and highly regarded rental guarantee scheme. This includes every service offered in the fully managed service whilst giving landlords peace of mind on matters financial. Staff development is viewed as key to the ongoing success of the business and they are given extensive training covering technical skills pertinent to agency alongside general business and soft skills. Individuals are then publicly rewarded at an annual awards celebration with social evenings held throughout the year.

Alexanders Alexanders is a smaller agency that more than holds its own against the larger agencies in its area, operating at exceedingly high levels but always with personal service. Focused on providing a comprehensive fully managed service, it identifies services which are scarce in its location and then seeks to implement these, ensuring it always stays ahead of the competition. This approach to innovation extends to its use of technology, which is impressive given its size, as is the ongoing investment in the website and online presence. There is also substantial expenditure on staff training and everyone is given weekly sessions. A dedicated lettings office has been opened and this has provided a substantial increase in income. The team has worked hard to build ties in the community around this new office so Alexanders is seen as the go-to agency for the local residents.

6

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GOLD

national lettings agency

2015

Sponsored by

Countrywide Countrywide Residential Lettings is the UK’s largest specialist lettings business, offering a range of tailored rent and lettings services and property management expertise to landlords and tenants across the UK. With over 400 offices nationwide operating under locally recognisable brands, they have over 100,000 properties under management across the UK and have thousands of applicants registering with them each week. The directors believe in offering fantastic customer service and every branch is audited weekly via a mystery shopping exercise. In the past year they have rolled out three key initiatives across the UK to support the team and empower them to deliver a record breaking performance. The Investor Referral Service has created a healthy pipeline of thousands of new landlords on the central database with a multi-million pound value, and the ‘Hearts and Minds’ project has set benchmark standards for property management service delivery. Countrywide understands that its tenants are future homeowners and works hard to build longstanding relationships with them, and equally with its landlords to help them build their portfolio.

GOLD

Reeds Rains

SILVER

8

Reeds Rains is one of the UK’s largest agencies with a mix of corporate and franchised branches across England, Wales and Northern Ireland. The overriding belief is one of providing local expertise, and the directors endeavor to stay true to the principles put in place by founder, Samuel Reed, nearly 150 years ago.

Investment in technology and internal infrastructure has improved the customer experience and the team is committed to providing outstanding customer service. They have updated the website and there is an extensive branch refurbishment programme currently in progress. Products range from insurance to inventories and market updates and access to an in-house legal team. Value added services include extended opening hours, flexible viewing appointments and a single point of contact for property management. The portal gives clients online access from any device so they can see payment statements, copies of key documents and progress of maintenance issues. Employee confidence has improved as they have access to the right tools to get the job done, and can deliver on the brand philosophy of offering clients the reliability of yesterday with the relevance of today.

Best National Lettings Agency

9

GOLD

lettings agency

2015

Sponsored by

GOLD

Best UK Large Lettings Agency Foxtons Foxtons is a long established business which has operated a lettings department since its inception with equal focus on sales and lettings. The technology facilities provided by Foxtons is second to none. Its fully automated online portal “My Foxtons� gives instant access so landlords can check works, see statements and request quotes. Tenants can make payments, track deposits and sign documents online from anywhere in the world – vital when dealing with a vast number of overseas clients as Foxtons does. International clients are assured of excellent communication as the Foxtons team can provide services in 47 languages. It offers a dedicated renewals team in Head Office which initiates contact with tenants 10 weeks prior to the tenancy end, and there is strong inter-departmental referral which has led to over 60% of its new homes being purchased by investors who then retain Foxtons to let and manage the properties.

Phones are manned from 8am until 8pm every day with a helpline available outside of these hours so issues can be reported 24/7. Excellent.

Andrews SILVER

10

Andrews is built on a foundation of service, integrity and performance. All clients using this agency can feel confident they are dealing with an experienced team that works with integrity and transparency at all times. The directors have successfully combined the branch network with the best in online services to provide the best of both worlds to its clientele. The Andrews Investor Club offers clients the ability to expand their portfolio via one contact who provides access to the entire branch network, and facilitates contact between landlords to enable sales whilst maintaining security for tenants. The directors have also divided the property management services into residential and corporate. Recognising that these two groups have very different needs, residential clients receive a localised, personal service whilst corporate clients are given an account manager who provides formal reports and regular review meetings. The team at Andrews provides a responsive and convenient service which is backed up with warmth and experience.

The fact that Andrews continues to operate as a charitable trust is the icing on the cake.

Best UK Medium Lettings Agency Marsh & Parsons Marsh & Parsons relies heavily on customer retention and therefore the team works exceptionally hard to offer wow factors wherever possible. They have a network of interlinked offices and liaise with their applicants to offer properties from across their branch locations, rather than from one individual office. Ultimately this leads to properties being rented quicker because they are listed across the entire network of offices. As well as the usual lettings and property management services, Marsh & Parsons has a corporate and relocation service team for its international clientele, with over 20 languages spoken. The directors take staff recruitment, training, monitoring and feedback very seriously with a rigorous interview and induction process - an approach which is reaping rewards as clients understand they are managed by high calibre and personable individuals.

GOLD

lettings agency

2015

Sponsored by

Best UK Small Lettings Agency Lenwell Lenwell is celebrating 25 years in business this year and this gold award reflects the focus and dedication of a truly outstanding team. Having achieved the ISO quality accreditation through the British Standards Institute (BSI) over 10 years ago, Lenwell remains proud to be one of the few agencies in the country to hold this qualification. This mark ensures customers have a transparent, measurable understanding of the level of service they can expect. A series of internal meetings entitled, “In Their Shoes” has launched a number of initiatives which are now offered as standard to all clients from sparkle cleans of properties, the free provision of, “The Which Guide to Renting and Letting” and drinks and nibbles forums which provide an informal way to get to know clients better in a social and relaxed environment.

The intelligent call routing and recording software is home grown and shows that the systems and technology at this agency are developed only in order to support the landlord and tenant journey.

Best UK Single Office Lettings Agency

GOLD

GOLD

GOLD

Paramount The entire team at Paramount focuses on building relationships to last. Without exception they understand that today’s tenants are tomorrow’s buyers and they seek to offer a level of service that will instill long term confidence in their clients across the board. With this strategy in mind, there is strong communication between the lettings and sales departments in order to ensure straightforward transactions using as little jargon as possible. Inventory services are available seven days a week so tenants can move on whichever day suits them, and their fees remain extremely competitive in their location. They have also changed their fee structure in order to incentivise repeat customers who will make significant savings by using Paramount time and again. The director listens to his clients, and works with his team to develop services according to direct feedback – one recent example is a concierge service which takes deliveries for clients.

11

GOLD

london lettings agency

Marsh & Parsons medium agency

The Lettings Director is extremely hands-on when developing his team and Marsh & Parsons strikes a great balance between promoting from within and recruiting from outside the industry to usher in a fresh outlook. The graduate recruitment scheme handholds new recruits through a buddy system and matches them carefully to a branch. Customer feedback is monitored twice a year and the results are taken extremely seriously with any issues immediately resolved whether as a one-off problem or if they need to implement change within the business as a whole to better serve clients. In the most recent poll they found that tenants were unhappy with property cleanliness upon occupancy, especially where the landlord had organised their own cleaning, so they have now put a special checklist and pre-inspection monitoring system in place to improve this situation. The mystery shopping exercise found that this agency delivers friendly and enthusiastic responses in a timely manner.

2015

Sponsored by

GOLD

SILVER

John D Wood GOLD

GOLD

12

SILVER

SILVER

medium agency

The senior team at John D Wood has worked exceptionally hard to transform the business by aligning personal staff development and customer care excellence. They have seen huge growth in the number of positive Google reviews and have a significant percentage of their staff participating in the Management Development Programme so they can achieve ambitious growth expectations through outstanding individuals. The core values are People, Purpose, Passion, Power and Performance and it is evident that everyone at John D Wood tries to apply these to every customer touchpoint. A dedicated pre-tenancy team undertakes minor works for landlords to get the property ready for letting, as well as refurbishment jobs where required. Tenants and landlords are contacted using a 1-2-3 system for the initial marketing or viewings, the tenancy itself and the moving process, and to iron out any issues; this is in addition to the five standard touchpoints.

Excellent.

Best London Lettings Agency Anthony Pepe

Paramount

The Antony Pepe ethos is that passionate team members will produce passionate customers so the directors take time to ensure that the atmosphere in the offices is a balance of highly-charged competition and nurturing support with open door policies throughout. Both tenants and landlords are treated as equally important in the eyes of this agency and it fully embraces the fact that the tenants of today could be the landlords of tomorrow.

There is great emphasis on the staff offering unforgettable customer service and they take as much time as required to accommodate the customers’ requirements. The staff is also trained in handling difficult situations and sensitive questions correctly and with the utmost tact. Tenants receive a welcome box filled with home ware goodies and groceries when they move into their home, landlord advice events are on the agenda and they also have a VIP Landlord Club giving exclusive access to the best rental investment properties.

Paramount is a strong agency with a number of initiatives and systems designed to improve the communication and service provided and it deservedly retains the gold award in this category.

The training & development programme is thorough and considered with equal emphasis placed on technical awards and soft skills. The director takes a collaborative approach with the team and spends a lot of his time working with them on a oneto-one basis to identify any issues as well as their personal areas of strength. The website has a clean look and feel and contains an impressive amount of information without feeling cluttered or overwhelming. It is evident that the director embraces technology and uses it appropriately and for maximum client benefit. Both landlords and tenants can feel confident that the service they receive will be personal and bespoke but provided with the most up to date technological tools.

small agency

single office agency

LDG

single office agency

MyLondonHome small agency

The panel felt that MyLondonHome is clearly a forward thinking company that knows how to retain customers and make sure they are customers for life. Feedback is key from every angle: marketing, deal progression, property management, asset management and overseas landlords. Without exception everyone from tenants, accidental landlords, professional landlords, investors and even home owners going abroad and leaving their home vacant are treated to a top class service from very well trained members of staff, including in-house inventory and maintenance teams.

The MD is very involved in induction training of staff to ensure new members of the team learn from him and understand the vision for the company. MyLondonHome has passion, dedication and determination in abundance – this charismatic company is punching way above its weight in terms of innovation and proactivity to make the industry a better place for those who use it and for those who work within it.

LDG is a west end agency with a buoyant personality. Led from the top by an effusive and exuberant team of directors, the team consolidates this attitude in every interaction. They look after a large portfolio of properties for a demanding client base who enjoy an exemplary level of communication across a number of platforms from phone calls to social media. This extends to tenants as LDG work on the basis that tenants’ business is as vital to the bottom line as growing the landlord portfolio. The team is also encouraged to communicate ideas and initiatives and the directors view their business as a constantly evolving entity which changes and improves according to the staff input. Unafraid to make difficult choices, they understand the importance of proactively managing potential problems and how this approach can actually benefit their reputation, as they are seen as an exemplary agency.

This business is impressive by every measurement from the average void period to the listing to let time, and the profit margin is enviable.

13

GOLD

east of england lettings agency

Beresfords medium agency

2015

Sponsored by

GOLD

SILVER

Beresfords is an agency that holds fast to its traditional agency roots whilst seeking to implement innovative ideas to stay ahead of competition and meet the needs of today’s demanding clients.

There is a strong focus on providing transparent services which benefit both landlords and tenants and which in turn enables it to grow the potential future client base. The culture at Beresfords has developed organically and the entire team understands and operates according to the high standards in place. They live by their systems and processes and they run these alongside personalised customer service. The apprenticeship programme grows year on year and enables Beresfords to employ enthusiastic individuals who are then trained to become exceptional agents. The right candidates are rewarded with excellent benefits and opportunities as there is a strong belief in promoting from within. All clients benefit from access to seminars which include solid data analysis alongside ideas and suggestions for improvement.

Intercounty medium agency GOLD

GOLD

14

SILVER

SILVER

This is an agency that focuses equally on systems, processes and service standards, recognising that each aspect affects and complements the others. There is a heavy focus on customer service for both landlords and tenants and there are a number of robust strategies in place to enable them to provide this consistently. The directors run a number of landlord groups to promote sales and investment opportunities to their client base whilst simultaneously facilitating networking for like-minded individuals. Landlords can also attend chaired round table discussions whilst tenants benefit from open evenings and face-to-face forums. They also understand that motivated and happy staff directly benefits the business so there are a number of reward incentives in place to ensure continued staff satisfaction. This agency has a lot going on and the panel was pleased to see evidence that all activity is designed and run with client benefit at the forefront.

Best East of England Lettings Agency Lenwell

CXG Lettings

The director at Lenwell is clearly an expert in agency who works hard with his team to distil his knowledge and enthusiasm down through the ranks for the benefit of the landlords and tenants. He operates an open door policy and ensures he is always accessible to everyone who works for him. Having won the gold in this category in 2014, the panel felt that Lenwell had strived to improve even further (no mean feat at this standard) and is delighted to award the gold once again. The team endeavours to find great tenants in record time and the satisfaction rates for both landlords and tenants show that they manage to achieve this aim time and again. The void periods are very low, beating the industry average substantially. These measurables are even more impressive given the level of acquisition, which Lenwell undertakes; new businesses are integrated into the existing core with little or no disruption to service standards.

CXG is an agency with an effusive and positive attitude. Started by individuals who are themselves property investors they manage the business as though each property on the books was one of their own. The directors seek to broaden their client base by investing in training and education for their clients on legislative changes and other regulatory requirements. With a client base dominated by investor landlords CXG provides a service to this demanding group that is second to none. Each landlord is regularly updated with individual portfolio records containing a total breakdown on how their portfolio has performed as well as a forecast for the coming year and recommendations as to how they can improve rental yields. Seminars are run for new landlords which not only helps establish their expert credentials but also minimises potential issues as they proactively alert landlords to common pitfalls. The panel found that CXG is an innovative company that cares about its landlords and tenants.

small agency

single office agency

Ashtons

small agency Ashtons’ philosophy is that outstanding customer service is the key to a successful business. The senior team fully understands the intricacies of managing all parties in the lettings process and they share this knowledge with the rest of the team. Staff and contractors are viewed as being as vital to the company’s success as the landlords and tenants, and are treated accordingly. The core value of Ashtons was designed after consultation with the team and this has ensured everyone is dedicated to delivering. Use of technology is innovative and Ashtons is often ahead of the game when it comes to implementing platforms and programmes to improve the client experience. Clients can expect excellent levels of communication at all times throughout the transaction or relationship and this extends to let-only instructions where the team often act as point of contact if required by any of the relevant parties.

Riverdale Estates single office agency

Riverdale is a family owned business with a focus on waterfront properties. The team is dedicated, with everyone working hard for landlords and tenants – there is a real sense that they’re all in it together, and they are encouraged to socialise outside of work to entrench this family-centric culture. This attitude extends to their landlords; all are known to them personally and both landlords and tenants enjoy access to a number of exciting initiatives to encourage them to stay with Riverdale. Repeat tenants pay reduced fees with a family member referral discount also applied where relevant.

Riverdale has very few deposit disputes and the panel believes this is due to the high level of communication undertaken by the Riverdale team with their clients and the keenness to keep dialogue open and friendly.

Excellent results in the mystery shopping exercise prove this focus on communication is working.

15

GOLD

midlands lettings agency

medium agency

Goodchilds has continued to innovate and provide outstanding service so the panel is delighted to award this business the gold in this category once again. As one of the larger independent agencies in its location, its chief principle of only taking on managed instructions is paying dividends as business continues to grow with no detriment to the service provision. Landlord retention is extremely high and of the ones who do leave, most do so due to changes of personal circumstances rather than due to any issues with the service they’ve received. Tenants are given exit interviews so the team can understand the reasons they’re leaving and then use this information to review the property quality and the interaction levels with the company. Landlords have also expressed approval at this process as they can make appropriate changes in order to try and retain good quality tenants.

2015

Sponsored by

GOLD

Goodchilds

SILVER

The Goodchilds Family

GOLD

GOLD

16

SILVER

SILVER

Jayman

small agency Training is very high on the agenda for the team at this consistently successful agency. The director knows his staff and spends a lot of time considering innovative and fun methods of motivation from Friday drinks to skydiving courses and technical training. Jayman is heavily involved in the community and runs a number of events to encourage new business from local people, as well as cementing its reputation as expert in lettings. This approach also extends to the marketing materials which are used to highlight best practice and authority to existing clients as well as new business and referrals. The past year has seen Jayman make a huge investment in its technology including a computer upgrade to enhance all procedures including property management issues and communication. LCD pockets have been installed into the window displays which has enhanced the high street presence and resulted in greater footfall from new tenants and landlords.

Existing landlords have also expressed approval of the enhanced presentation of their properties as it has led to smaller void periods.

Best Midlands Lettings Agency Acquire Properties

Cavendish Lettings

Acquire Properties achieved excellent mystery shopping results which proves that the company strives for perfection in every area of operation. Having launched during the recession in 2008, this is a business that has gone from strength to strength. The team recognises that the brand, the staff, the landlords and the tenants all play an equally significant role, and since launching, they have enjoyed a landlord retention rate of nearly 100%. They offer an all inclusive management service which includes a standard rent guarantee. This is self insured by the MD, such is his confidence that his team approves tenants carefully; the referencing procedure is all internal and they go the extra mile to check every applicant. This confidence is not misplaced, as they have not paid out once in the five years this scheme has been running. Landlords can share in this confidence, as they know they will receive their rent on time and from quality tenants.

Cavendish Lettings has proved itself time and again in this category and the team fully deserves the gold award once more. Any landlord or tenant using this agency can therefore feel confident that the high levels of service they receive will be consistently good. Most of the property management services are retained in-house giving Cavendish excellent levels of control over the speed at which they can respond to issues, as well as confidence in the quotes incurred for repair and maintenance costs and the quality of the work carried out.

The directors have worked hard to build ties in the local community and they enjoy a close relationship with local councils which means they can stay a step ahead on legislative changes enabling them to keep relevant parties informed so they can react ahead of time.

small agency

single office agency

Allan Morris & Ashton Lettings Sky Blue Homes single office agency

The staff is the differentiator at this agency. Sky Blue Homes operates with no hierarchy and a shared ethos which encourages autonomy and personal responsibility. Every employee is given goals based on measurable business-based KPIs as well as personal soft skills, and they are trained to a high standard, not only for their own roles but also to ensure they understand those of other members of the team. Everyone at Sky Blue Homes treats every managed property as their own, and every landlord and tenant as if they are family.

The application process has been simplified and they communicate with tenants according to their own preferences whether email or whatsapp. They work closely with the council and update their clients on any changes to their responsibilities via a number of channels from quick updates on social media to running drop-in sessions for more in-depth briefings.

single office agency

This is a long established agency that offers its clients the best technology and systems in a traditional agency environment. As a dedicated lettings only business which offers either an introduction only or a full management service, the team is able to provide a service with exceptional attention to detail. Everyone at Allan Morris & Ashton spends time networking in the local community so they are well known and well liked in their area and this has led to very high levels of referrals and repeat business. They also understand the requirements of their rural client base and tailor services accordingly such as working with landlords to change pet clauses given the large number of tenants with dogs. The directors spent time identifying potential areas of weakness and have invested heavily in new technology to address these to great effect. A number of clients have used this agency after previously bad experiences elsewhere which is indicative of this agency’s excellent reputation.

17

GOLD

northern lettings agency

2015

Sponsored by

GOLD

GOLD

SILVER

Y our local experts

18

medium agency

Castledene really is an inspirational business, and one to aspire to. It operates in an area which experiences higher levels of deprivation than many other areas of the UK, and in which the majority of its tenants are social housing applicants. John Paul and his team treat everyone they see with sensitivity and tact and work hard to ensure they are placed in good quality housing. They understand that this group has traditionally been seen as hard to place by Housing Associations so they have put in place a number of excellent initiatives to minimise issues such as taking tenants through their responsibilities to landlords, from maintaining properties to paying rent on time, and tenants know someone from Castledene is always available on the phone or in person if they need some help, or just a chat. Landlords can rest assured that their properties are in good hands due to the level of education and dialogue Castledene adopts with its tenants. Antisocial behavior is minimised and rent arrears are considerably reduced. This is a business model which should be replicated across the UK.

SILVER

Andrew’s Estates

GOLD

Castledene

SILVER

Gascoigne Halman medium agency

Gascoigne Halman is a full service agency that makes the most of this to provide all clients with access to a number of initiatives. The directors are rightly proud of the professionalism displayed by their team, and the feedback they receive from clients. They run regular seminars for landlords, whether accidental or investor, with content tailored accordingly, and they invite external experts to participate in these where appropriate, such as tax experts to advise on buy-to-let investment opportunities. The high staff retention rate means the majority of the managers have been resident in their local offices for a considerable length of time so are absolutely part of their local communities and they’ve been able to build long standing relationships, which has led in turn to impressive levels of repeat business.

Best Northern Lettings Agency Andrews Estates

Let-Leeds

Over the last five years, Andrews Estates has grown from a twoperson operation to four-branch network employing 21 people.

The panel found this to be a great business that has grown strongly through the recession and it enjoys an excellent reputation and market share in its location. Both landlords and tenants are able to access advice on any and all lettings issues via a free service – this has been well received and has led to an increase in referral business. The team listens to the customers and the business has grown and evolved its systems and processes according to direct feedback. This has led to increased opening hours, and the recent launch of the fourth branch to meet demand. A near perfect score in the mystery shopping exercise across email and telephone proves that all customers can expect great communication whether remotely or face-to-face.

Let-Leeds has been successful in this category for a number of years which is no mean feat given the close competition: the team at this agency fully deserve to jump from the silver in 2014 to the gold this year. Let-Leeds operates a single point of contact for clients so once contact is initiated that member of staff remains the same for the duration of the transaction or relationship. All departments are also located in the same building ensuring excellent internal communication and speedy resolution for any issues which may arise. The judges were pleased to see numerous proven examples of creative thinking applied to every area of operation from the slick and informative marketing campaigns to the way in which maintenance is carried out. The directors measure every aspect of their business and improve or amend processes according to their findings. The results of their mystery shop were excellent, proving that they value, and can provide, quick yet well thought out responses.

small agency

single office agency

MAKING MOVING SIMPLE ™

Karl Tatler small agency

Once again Karl Tatler and his team have demonstrated that their agency is one to aspire to. Karl is a charismatic individual who is extremely hands on with his business to the extent that he has recently reinvented the entire operational structure of the business to introduce a dedicated maintenance team and a front of house sales team. Alongside this he has also introduced ‘bite size training’ providing bespoke one to one training for each member of staff.

This also allows the team to air any issues or concerns they might have and to have these immediately addressed by the senior team.

Without exception, the high calibre employees are experts in their respective areas of operation and they are meticulous in their approach to customer service whether during the check-in process or when paying landlords via automated same day payments.

Right Let Leeds single office agency

The panel found Right Let Leeds to be a personable and reliable agency. The team works on an ethos of being friendly as they believe this attitude will lead to increased business. Landlord retention is impressive with over 95% having stayed for over four years, and the growth in managed properties is proof that landlords are confident in the service they will receive from Right Let Leeds. The tenant base is largely comprised of students and the young team identifies with them and can sensitively communicate with this group and meet their requirements accurately. The social media presence is considered, informative and fun and they are in the process of developing an app which will allow students to report problems and allow the team to message tenants more quickly than via website reporting. The directors have implemented regular mystery shopping, sharing the results with the entire team and using them as a training opportunity where necessary.

19

GOLD

south east lettings agency

Sponsored by

GOLD

GOLD

20

medium agency Romans continues to impress. Having undergone significant changes over the past 12 months, there is no evidence that this shift has had any negative impact on the service provision. The Romans team displays great ethics and it is evident that they are never complacent when it comes to executing their tasks. There is an excellent training and development programme in place with rewards and incentives for high achievers and action plans and timeframes utilised for those who need more assistance. They have put in place online reporting, which has enabled the negotiators and property managers to spend more time with landlords and tenants – a great example of technology facilitating personal contact. This has resulted in improved feedback from all clients as they appreciate the speed and convenience resulting from online reporting whilst enjoying the increased communication with the Romans team.

2015

GOLD

Romans

SILVER

SILVER

Best South East Lettings Agency Streets Ahead

Caridon

Streets Ahead deservedly retains the gold award this year in this category. Renowned in its location, Streets Ahead’s approach is proof that extensive community involvement and a focus on CSR can lead directly to new instructions. Alongside these activities, the directors have launched a new magazine, which is a first for the area and has been well received by their clients. They believe their agency exists beyond simply transacting business and they seek to win the hearts and minds of the local community through their expertise and activities. There is an innate understanding that these activities are not undertaken for short term gain but rather with a view to building long term relationships and Streets Ahead enjoys a higher than average landlord retention rate and excellent levels of repeat business from tenants.

Caridon prides itself on its honest and transparent reputation.

Operating on a slightly different model to standard agencies, it seeks to innovate and evolve people’s expectations of what a lettings agency should be. The fact that it manages this alongside heavy involvement with social housing tenants is even more impressive. Working closely with local authorities, government funded trusts and charities across London, the team provides tenants who are often hard to place in good quality properties, and works closely with them to ensure they understand their responsibilities with regards the lettings process.

This attention to detail works to reassure landlords in turn that their properties are being well managed and that the rent is collected on time. The success of these initiatives has led to Caridon building its own properties across London to help improve the housing shortage situation for vulnerable individuals and families. Having started as a small family business, Caridon has grown organically and enjoys exceptional levels of staff retention.

small agency

single office agency

Coopers

small agency Coopers is an agency which has so much going for it. The director has undergone a lot of training which he then imparts to the rest of the team so all customers can be assured of consistent service with the same levels of knowledge and enthusiasm. All managed portfolios are reviewed annually via a number of sources including Land Registry data and research, with the results presented to the landlords alongside profit forecasts. The profit margin is very good indeed and achieved with no detriment to the services or standards that landlords and tenants have come to expect. There were numerous examples of considered customer service where the team have gone above and beyond, and this was especially demonstrated during difficult transactions, for example when dealing with bereaved tenants. The judges found Coopers to be a really forward thinking company with some amazing ideas and an abundance of energy.

Oasis Estate Agents single office agency

This is an agency which has undergone huge changes over the past year and should be congratulated on a hugely successful rebranding exercise which has been well received by a loyal client base as well as the wider local community. The fact that it has undertaken this huge task with no detriment to the service it provides is even more impressive. Without exception the team is incredibly professional and knowledgeable. The directors are keen on training and strive for continuous improvement which they seek to achieve via open dialogue and an excellent training provision. Everyone at Oasis is extremely mindful of the importance of the landlord and tenant relationship and how their relationship with both parties impacts this. Oasis enjoys excellent client retention and referrals from both landlords and tenants, and the online reviews and mystery shopping results proved why this is the case.

21

GOLD

south west lettings agency

Sponsored by

GOLD

22

medium agency This is a very impressive agency which has been unaffected by the recent acquisition; there was every indication that this operation has continued to operate at the same high standard.

Extensive opening hours and a focus on ongoing, direct dialogue with landlords and tenants has led to increased business from new instructions and existing clients who are staying with CJ Hole for longer, and expanding their portfolios and service requirements. Recruitment is approached with the same vigour and eye for detail as everything else and staff are able to achieve a directorship in five years if they want it. Feedback is gathered and monitored closely and is used to directly inform the direction of the business. As it operates in a university town, there is a separate student focus service which is publicised through a number of marketing materials and platforms. The heavy involvement in local community events has resulted in CJ Hole being seen as a well liked and respected business.

2015

GOLD

CJ Hole

SILVER

SILVER

Best South West Lettings Agency Beals

Intire Lettings

This privately owned business has grown from a four branch network with 26 people, to the current network of 13 local offices, which together with the Head Office, makes Beals one of the largest independent agencies in its location. The ethos is one of training and promoting from within and this is a progressive business which has a proven track record of steady organic expansion. The fees are competitive and transparent with full disclosure as to what they include, and Beals has generated a profit for nearly every year of operation. There is a strong and respected financial planning department which offers a number of services to all clients, with landlords and tenants able to access advice and information on any number of issues they might need assistance with. The panel was really impressed with the “Let Your House For Free� initiative at the recent new office launch. This saw 50 homes let with no set up fee: all the clients involved in this have been retained which attests to the standards demonstrated by this agency.

Intire is a modern, innovative company, with a team who are prepared to put their reputation entirely on the line with a 100% fee free customer service guarantee.

It is entirely apparent that they have embraced modern technology and they are always prepared to go the extra mile in order to help landlords and tenants alike. Intire make full use of the current technology available in a considered way and always for the benefit of the clients. The team is encouraged to work closely together so they can openly support and learn from each other and staff retention is high as a result of this approach. The attention to detail across the entire operation is superb and with further expansion on the way, this business has clearly demonstrated that it is a lettings agency that truly inspires.

medium agency

small agency

Sawdye & Harris Small agency

Sawdye & Harris is an excellent agency that seamlessly marries the benefits of modern technology with traditional levels of high quality service. Director Katie Griffin is not afraid to innovate and try new technology where she feels it will directly benefit the client, and the recent introduction of video messaging has been a great success – the personalised videos are tracked and recipients can immediately respond with video messages of their own. The team has seen the business continue to thrive on the back of high levels of recommendations from existing clients, and new business can be directly attributed to the vibrant passion and enthusiasm they demonstrate in everything they do. Support and involvement within the local community is paramount and the desire to offer all clients a degree of tailor-made personal service is a reflection of the levels they are prepared to go to in order to achieve customer satisfaction.

23

GOLD

property management lettings agency

Best Property Management Foxtons

1001+ properties

2015 100

1+ properties

Sponsored by

In a highly competitive category, Foxtons still managed to wow the panel with its property management offering. For a business this size, the level of service consistency is excellent. The directors place emphasis on clear, effective, integrated communication for all departments and customers, and have established a number of in-house departments to give them total control over quality and service. The investment in technology is second to none and the Foxtons IT system is a fully integrated bespoke system which has been designed and built by the in-house IT specialists. This multi-million pound investment means that landlords, tenants and suppliers now benefit from streamlined payment processes in a paperless environment. People are key to Foxtons’ success and the dynamic and driven staff are assured of a defined career path and exceptional training opportunities. This business operates as a meritocracy with a culture of internal promotion. The fully integrated property management team works closely with their allocated branch managers and negotiators to ensure tenants experience a trouble-free tenancy.

Countrywide 1001+ properties

GOLD

SILVER

The past year has seen Countrywide perform a full overhaul of its property management services. Following intensive discussion with its entire landlord network, the directors unveiled their “Hearts and Minds” initiative. This venture was designed to improve the quality of communication and ensure clients fully understand Countrywide’s culture and values. Prior to rollout, they spent a lot of time mapping out the customer touchpoints, enlisting staff in specialist training and installing Net Promoter Score systems. This programme has triggered a fantastic cultural shift and has yielded some impressive tangible results. Sick leave has reduced and staff retention is up. Property managers are responsible for fewer units each and property management income has grown by 25%. They survey landlords and tenants monthly and generate an NPS score from the responses, which in turn informs staff bonuses and rewards. The 29,000 contractors are employed subject to strict Service Level Agreements and are heavily vetted prior to engagement. Regular quality checks are carried out by the property managers and direct client feedback is sought.

Portico

1001+ properties SILVER

24

Portico offers two property management services: Comprehensive and Concierge.

The Comprehensive package is the entry level property management package whereas the Concierge service is the flagship product which includes a dedicated Property Concierge, a free ‘10 Point’ maintenance service between tenancies and free accountancy services to assist with tax returns. The Property Concierges have a minimum of five years’ experience as a property manager, and are typically promoted from within. They directly manage the in-house tradesmen and are individually responsible for their own profit and loss accounts. The bespoke IT system monitors compliance deadlines, and actively tracks, prioritises and allocates reported issues to the property management team. They are then resolved within a strict time limit based on urgency. They have run an extensive consultation exercise with staff to drive significant cultural and structural changes following a huge rebrand which has resulted in improvements in retention, reward and return.

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GOLD

property management lettings agency

Best Property Management Pinnacle

501-1000 properties

2015

501 -1000 properties

Sponsored by

Pinnacle is a specialist lettings agency which focuses on its property management services. Originally a dedicated student agency, it has expanded to cover all lets from prime to housing association. The team has proactively sought to identify and improve every customer touchpoint for landlords, tenants and contractors to ensure their respective expectations are all met. They share good news stories to drive a culture of positivity and better understand the emotional drivers customers display. A number of the team has been recruited from outside the industry in order to bring the values, experience and perspective of different industries to the lettings business. A focus on Net Promoter Scores has helped them offer a more closely defined service, and it is streamed live to the team so they can continuously try to improve it. Pinnacle looks after its contractors and has worked with them to improve repair reporting and progression, and its innovative price book has made costs more transparent to all parties.

GOLD

Streets Ahead 501-1000 properties

SILVER

BRONZE

The past year has seen Streets Ahead undertake a business ‘detox’ by looking at the top ten areas which cause concern for clients, and then designing and executing a strategy to address them. The directors sourced this information through extensive research and conversations with landlords and tenants, with equal weight placed on internal feedback from the team. One particularly brave change was the reduction of the contractor team from a number of smaller providers to just four who can cover every maintenance issue. This gives them greater control over costs and response time and has been well received by both landlords and tenants. All properties are visited twice a year by contractors to service the property, and this is in addition to the standard inspections by the Streets Ahead team. Having just celebrated its 25th anniversary, this company continues to set the goals to which others aspire. The team should be commended for their constant focus on providing the best possible service across all departments – an ethos that is as strong today as it was when Streets Ahead opened its doors.

Balgores

501-1000 properties

26

The Lettings Director at Balgores takes a very hands-on role, overseeing and checking the systems and processes. There is a clear vision as to where the business should be in five years’ time and the team is determined to achieve these goals through innovative management solutions and the provision of a friendly yet knowledgeable service.

They offer a number of management solutions including a ‘Managed Plus’ service that includes a rent guarantee and boiler cover. Contractors are required to tap in and out when they attend a property and tenants are asked to rate their work and attitude.

Consistently low scores lead to contractors’ agreements being terminated so there is a clear incentive to provide great service at all times. The Balgores philosophy has always been to put the clients’ needs first and it offers a switched on professional service to ensure it fulfills this promise with every interaction.

Outstanding Property Software

Enough said.

eurolink.co/veco

GOLD

property management lettings agency

Best Property Management CBRE Residential 201-500 properties

2015 201 -500 properties

Sponsored by

The director researched every aspect of property management from the ground up with the result that CBRE Residential covers the spectrum of property management services from minor repairs through to major redevelopment. The lettings department started small and has rapidly expanded, and the team should be pleased with the speed of growth and their ability to maintain the levels of service their clients have come to expect. They believe in giving clients choice, so have developed innovative ways of problem solving which focus on both short and long term results. Using this approach means that clients can be immediately appeased whilst the property managers are working on longer term solutions in the background. There is clear evidence that the fully managed service increases renewal rates, and this agency offers a number of value added services such as development consultancy and block management of complex, multi-use developments.

GOLD

Karl Tatler

201-500 properties

SILVER

BRONZE

This business is led from the top by an effusive individual who works alongside his team to ensure his vision and ethos is understood and shared by everyone. Karl has employed an Operations Manager so he can return to the frontline of lettings and work directly with his team to get to know them, and so they can get to know him.

Staff participate in weekly training sessions and regular one-to-ones with Karl.

There is efficient and considered use of technology including the use of cutting edge mobile inventory software and a maintenance app so tenants can report issues and upload photos via their mobile phone. They understand a key component to success is the attention to property maintenance as this protects landlords’ assets and ensures tenants reside in safe, compliant properties so they have created a dedicated property maintenance office. The check in process is meticulous and they carry out comprehensive mid-term inspections. The past year has seen an increase in listings and number of lets – proof that this approach is working.

Greene & Co 201-500 properties

28

The knowledgeable team has revolutionised the Greene & Co property management department, resulting in landlord retention growing to an all time high. They are planning for the future, so all new ideas and systems have been designed with a long-term view. The property management team has doubled in size so landlords are assured of enhanced services, and the robust IT system has been upgraded to identify and report compliance and maintenance issues.

Every member of the team has been empowered to deliver a tailored service, and they are personally selected based on a customer service background and then thoroughly trained in property management requirements. Property managers are contactable on their mobiles at all hours, and are rewarded for any out of hours work: this way Greene & Co can maintain control of service delivery and standards as emergency issues are retained in-house and not outsourced to a third party.

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GOLD

property management lettings agency

Best Property Management Base Property Services 0-200 properties

2015 0-2

00 properties

Sponsored by

Base Property Services offers a genuinely all-inclusive and comprehensive service that protects landlords and tenants. There is a culture of transparency and superb service delivery, and this is driven by the excellent systems and processes which cross both technology and people. This business enjoys a number of key differentiators, including a tenants’ training programme to teach property related life skills, such as property ventilation and balancing a heating system. This has resulted in lower maintenance costs and a 20 per cent reduction in callouts over the past 18 months. Landlords can access legal advice and are able to borrow essential appliances from the agency so tenants are better protected in the event of appliance failure. These spare appliances are owned and stored by Base, giving the landlord a week to source and buy the best replacement appliance, with no inconvenience to the client. Excellent.

Bill Free Homes 0-200 properties

GOLD

This agency has a strong focus on service delivery, combining personal skills with in-house and third party technologies. The directors developed software that allows them to track a property’s condition throughout the tenancy in an objective manner so any issues can be addressed and resolved prior to tenancy end. In conjunction with this, they provide tenants with all cleaning products to enable them to hand back a clean property. This approach has reduced complaints and conflict over deposits. Feedback is key, and the team spends time surveying its clients, and evolving according to the results: the data is shared with the team, landlords and tenants in real time. They offer landlords advice on home improvements that will lead to higher rental yields, and there were numerous examples of the business developing as a result of this guidance. Bill Free Homes is an innovative agency which has grown its offering by providing a comprehensive range of impressive services.

1Let

0-200 properties SILVER

BRONZE

The core belief at 1Let is one of candidness and precision. The team works together to deliver exceptional customer service to its own high standards, and there is a strategic two-pronged approach to communication across internal and external channels. The directors have spent a considerable amount of time honing and finessing the back office systems, including mapping out every process through the property management journey. This information is recorded in the 1Let Property Management Manual which is available to everyone, and the team is trained so all clients receive the same service for every transaction. A dedicated Compliance Manager monitors compliance requirements and safety checks and liaises with contractors to ensure essential surveys are carried out and documented. 1Let offers a strong proposition in a competitive market and more than punches above its weight.

Lawson & Thompson 0-200 properties BRONZE

30

Lawson & Thompson has a commitment to community engagement and the business is growing on the back of strong referrals. The owners spent two years planning and researching the industry prior to launch and have built the business around core principles of service, maintenance, improvements and price. They carry out monthly inspections and safety checks so any issues are addressed at the earliest possible stage. Landlords receive a full report of their findings with photographs which also covers the team’s activities over the preceding month, so they can really understand the value they are receiving. The board has a background in surveying so they carry out annual surveys on properties and inform the landlord of any areas of concern alongside recommendations for remedial works if required. The online portal gives landlords full visibility of their accounts and tenants can access contracts and equipment manuals

GOLD

prestige lettings agency

2015

Sponsored by

Best Prestige Lettings CBRE Residential A relative newcomer to the prestige market, CBRE Residential works with prestigious institutional landlords who own iconic buildings, and this unique portfolio means it is the go-to agency in its location for luxury lettings. The longstanding team provides honest and constructive commentary which is gathered from a constant focus on market feedback, statistics and trend forecasting. The fact that staff attrition is extremely low has directly helped build and maintain client relationships, leading to increased retention and referrals. Client feedback is proactively sought in order that the team can better understand any requirements or areas of concern and then address these promptly, preferably over a coffee at their striking office located in a converted warehouse. They see themselves primarily as a property consultancy, and they use their portfolio as a case study, alongside live events such as breakfast seminars, to demonstrate their expertise in letting luxury property. The mystery shopping results left the panel in no doubt that clients can expect the best levels of communication from all at CBRE Residential.

GOLD

SILVER

W.A. Ellis This agency provides access to some of the best super prime properties in its area, and the experienced team enjoys an enviable track record across all measurables from rental rates to minimal void periods, and client retention. Its proposition is excellent and has continued smoothly through the recent acquisition of this business by JLL. In terms of knowledge, marketing and its people, this agency is one of the most qualified in the prestige market. Clients can expect a high level of communication across a variety of media from networking events and the weekly blog to their regular individual marketing report and the award winning marketing materials. Long established relationships with Relocation Agents and access to a global network ensures international clients can be assured of the same levels of service as those based locally, and every client is able to contact a member of the team 24/7. Void periods have been reduced through the creation of a dedicated renewals team, and 24 hour access to contractors ensures any problems are resolved quickly.

32

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GOLD

customer service lettings agency

2015

l ar

ge agenc y

Sponsored by

Best Customer Service - Large Streets Ahead Over the past year, the directors at Streets Ahead have taken a lot of time to think about their landlords’ and tenants’ requirements and identify areas of weakness. On the back of this they have introduced a range of initiatives in order to better develop their relationships with both parties on a reciprocal basis. They conduct Private Investors’ Club Open Evenings where existing clients are offered exclusive access to new developments, including news on planning and prospective planning. They also encourage all clients to attend a plethora of other events from half marathons to football evenings and from dress sales to pool tournaments. These activities have directly impacted the client retention rate, with revenue gains becoming apparent soon after. They seek to be the most proactive agency in their location and it appears they are seen as such by clients who readily comment on their “make a difference” approach.

GOLD

Daniel Cobb

SILVER

34

The mission of this agency is to be recognised as a family business bringing community values to the lettings industry. The approachable and professional team offers an honest and supportive service which values landlords and tenants equally. They believe in listening carefully and asking the right questions in order to accurately understand the customer’s needs. This extends to gathering feedback as they believe that all feedback is helpful and that through paying proper attention to complaints, they can solve any issues promptly and appropriately. The extensive suite of services has been refined and honed over the past 20 years, and is exemplary.

When considering what makes great service, the directors at Daniel Cobb encourage their team to look outside the industry and use other service industries as their point of reference, from five star hotels to Michelin starred restaurants. They aim to take the most effective aspects of these providers and apply them to their own personal service at all times.

What is your customer experience?

WE MYSTERY SHOP THE COMPLETE CUSTOMER JOURNEY

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01403 230650 www.customerperspectives.co.uk info@customerperspectives.co.uk

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GOLD

customer service lettings agency

2015

sm

a l l a g en c y

Sponsored by

Best Customer Service - Small Karl Tatler This is an agency that thinks big and is constantly reinvented to enhance the customer experience, and it is a delight to award it the gold once again. Karl continually challenges the culture by focusing his teams on his ‘Think Big’ core values to ensure they deliver the best customer service with enthusiasm and passion. These values are detailed in a high quality book which has been written and produced in-house. The operational structure of the business has been completely overhauled, so a dedicated maintenance team has been created, as has a focused front of house sales team and a training programme of bite-sized modules. This has also helped solve admin issues which increased following significant growth in new lets last year, leading in turn to a reduced focus on new business. By removing the admin and maintenance tasks from the sales team, they are more able to concentrate on lead generation and customer service. The mystery shopping exercise yielded near perfect scores for this agency, which can only mean great things for all clients, current and future.

GOLD

MyLondonHome SILVER

BRONZE

Customers using this agency will be kept fully informed of developments at every stage of the journey. The team displays passion and dedication, and it is evident that they are knowledgeable and fully at ease discussing all aspects of lettings and property management. A customer service ‘think tank’ group has been assembled to constantly innovate and drive new ideas and product suites. The extensive training is all designed around the customer experience. They understand that all customer service begins though the provision of accurate information so they deliver FACT training to educate the team on subjects such as the Housing Act. Customer service requirements are gauged via online reviews and direct feedback.

These reviews and feedback are also used during staff appraisals to reward or train individuals accordingly. The mantra at this agency is, “Passionate about People” and irrespective of the issue, the team at MyLondonHome always adopts an attitude of, “let me see if I can help”.

Maxine Lester

36

This business was successful in this category last year, and the judges are pleased to see that the high standards displayed then have not only been maintained but improved. Offering an honest and personal experience, the team at Maxine Lester has an excellent track record in customer service. They operate a flexible work ethic to suit the needs of the landlords and tenants, and the checkout cleaning service has reduced the void period considerably. Clients are regularly surveyed and the results shared with the team openly and with full transparency. The staff undergoes regular training in all aspects of service including emotional drivers so they are able to react sympathetically to their customers during difficult situations. The mystery shopping results proved that this agency goes the extra mile, receiving excellent marks for telephone and email contact.

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GOLD

lettings franchise

2015

Sponsored by

GOLD

Best Lettings Franchise Belvoir Belvoir is perpetually successful in this category and this is partly due to the continual investment in its audit team, which helps keep standards consistently high. This business operates on a very open basis with the franchisees and the directors make decisions on a fair and moral basis rather than merely for commercial gain. The concept behind the Belvoir franchise offering is straightforward: highly trained local experts are put into offices and given exceptional support from Central Office. The support and training they receive enables owners to grow successful businesses with valuable long-term assets.

During the first six months franchise owners are assigned a Business Development Manager who assists with all aspects of their business. The panel spoke to a number of franchisees, all of whom reinforced the message from Central. Without exception they feel that the assistance and support they receive is exceptional, yet they also enjoy high levels of autonomy so they have a free hand to run their own businesses.

Belvoir fully deserves the gold award for the fourth year running.

Martin & Co SILVER

38

Martin & Co offers its franchisees a great mix of brand consistency and central support whilst still allowing them to have individual input into their own businesses and make decisions at a local level. There is a culture of transparency with franchisees, especially at the initial stages to ensure that their expectations are realistic. The directors believe that a successful franchise depends on a robust framework combined with the personal motivation of competing independent offices that exploit local market opportunities. The acquisition of the Xperience brands at the end of last year has hugely increased their reach and portfolio, and it has integrated smoothly into the Martin & Co business. The entire company has evolved by merging the best of both cultures. Training is detailed with plenty of hand holding along the way and everyone is given access to over 20 specialist courses covering a range of subjects.

Martin & Co is an exceptional company that successfully manages a high level of service consistency across a national, multibrand business.

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GOLD

innovation lettings agency

2015

Sponsored by

GOLD

SILVER

BRONZE

Best Innovation Andrews Andrews’ innovation was a well researched, solution based introduction of the Andrews Investor Club. More than just a briefing to landlords, it engages them and advises on properties to buy nationally to increase their portfolio. The directors at Andrews thoroughly researched this area prior to implementation, and subsequently spent a year building a system to link up the branch network, independent experts and the landlords themselves, as well as training the team prior to rollout. Landlords are allocated a dedicated Personal Residential Investment Manager, each of whom looks after a limited number of investors so their availability and focus is always of the highest standard. This club has already achieved 98% of its target within the first four months, both in terms of landlord numbers and revenue. The Andrews Investor Club is a comprehensive, market-led innovation, which has reaped considerable rewards for Andrews and will achieve the stated aim of repositioning the brand as an investment expert.

Lenwell Lenwell has been commended in the past for its intelligent call software which was designed and built in-house. Having recognised the immense benefits of this system, the team has gone further and designed and implemented a further application that identifies tenants with rent arrears and transfers them immediately to the credit control department. The arrears rate at Lenwell is over 90% less than the industry average, and the landlord retention figures have increased due to the unlikelihood of rent arrears becoming a long-term issue for them. Tenants have also expressed approval as those experiencing financial issues are quickly identified and advised on appropriate courses of action. Lenwell seeks to enable best practice within its own environment through this tailored product that is bound to drive competitors to pay attention and attempt to follow suit. It has demonstrated a very smart approach to technology by fixing issues through clever innovation rather than through additional human resource.

Clever Student Lets This dedicated student lettings agency, based in Plymouth, models itself as a hospitality provider, rather than a traditional agency. Its professional teams work from two offices and they deliver outreach marketing activities, sales and advice through pop-ups on campuses, at local colleges and in the local English language schools. As is to be expected in a university town, the team deals with a huge volume of overseas students and there was clear evidence they understand cultural differences and expectations, and treat these with tact and diplomacy. Their innovation is to offer a concierge service to all students who use this agency, from initial tours to graduation.

This includes airport courier services, bed linen services, welcome packs, orientation tours to show banks, shops etc., and a maintenance service which is available 24/7.

Recognising that a large proportion of their new student market is coming from China, they are also in the process of building a specific Mandarin language website to better serve this group.

40

Working Better Together

Flexible and Tailored CRM Software Solutions for Estate Agents

02

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GOLD

marketing lettings agency

2015

Sponsored by

Best Marketing Portico Portico’s campaign was simple; to align three separate brands under one name.

This was an orderly and thorough campaign that was well researched and carefully executed. Brand values, strategy and concept were all decided at the outset and the name, design and proposition soon followed. Over 1000 points of information were gathered through a variety of sources from staff interviews to landlord surveys and team brainstorming sessions. Through the research they identified their brand values which informed every element of the brand. Alongside the rebrand, they also saw an opportunity to further develop the services and reposition these as unique packages: Essential, Comprehensive and Concierge. New creative was commissioned and rolled out across all branches, collateral and online, and they have a fleet of newly branded cars. The campaign was measured internally and externally. Internally, a representative from every branch participated in the entire process, and the entire staff was surveyed following a launch event. Externally they conducted bespoke surveys to understand brand awareness, measured market share and assessed customer engagement.

JLL Group GOLD

SILVER

BRONZE

W.A. Ellis and JLL carried out three separate campaigns, each of which had very clear objectives and messaging. The campaigns were complex and took on the challenge of retaining the W.A. Ellis heritage and culture whilst merging successfully with JLL following the acquisition. On merging, the W.A. Ellis marketing team took responsibility to develop both brands under the JLL umbrella. They spent a considerable amount of time identifying the strengths and weaknesses of both brands and created a document outlining what each brand stood for individually and also where each brand complements the other. They understand that Christmas is a crucial time to engage with their audience and kicked off their campaign, “Gingerbread”. This had three clear objectives: to build relationships, grow local presence and bring the seven offices together at a time of transition.

Rolled out across a variety of media encompassing marketing materials, live events, online and gingerbread decorations! Success was measured across all collateral – there has been 100% increase in email open rates which has led to greater number of clicks through to the website, footfall to the offices has grown, as have unprompted calls from prospective clients.

Thorgills The Thorgills campaign had one very clear objective – to increase awareness of the agency amongst private landlords in targeted areas, with the aim of improving valuation levels. The director believed this approach would result in greater stock levels and drive up the average fee achieved, and he was proved correct as the results speak for themselves. The campaign saw Thorgills embrace mass-market coverage on a huge scale. Every branch manager monitored all competitor stock for new market activity on daily basis. They would attempt to contact the landlord of the property to introduce Thorgills services to win the instruction on a multiagent basis. The details were added to the database and a Land Registry search was completed. The marketing team then sent out three branded letters over a sevenday period explaining Thorgills services, and outlining potential applicants already available. The final piece was a hand delivered success story. Turnover is up 97% compared to the same quarter last year, the average fee has increased, and a 40% growth in instructions can be directly attributed to the campaign.

42

GOLD

outstanding contribution lettings agency

2015

Sponsored by

Outstanding Contribution John Paul John Paul is an exceptional individual who has probably done more for social housing tenants than anyone else in the industry.

Having started his business, Castledene, with three terraced houses and £500, he has grown it so it now manages over 2,000 properties, and has simultaneously established himself as an expert in social housing matters. Operating in a deprived area of former colliery towns, he recognised that there was little or no support available for Local Housing Authority tenants as they have traditionally been seen as a difficult group to house, so he singlehandedly set out to rectify this.

John and his team treat everyone who comes into contact with Castledene with respect, integrity and honesty irrespective of social or economic background. “Social hearts, business minds”, is John’s mantra and it informs every activity at Castledene as he understands that commercial growth enables increased community activity.

John has a strong public profile, which he expands and exploits to act as an advocate and champion for social housing tenants. Castledene featured heavily on Channel 4’s “Britain’s Benefit Tenants”, and BBC One’s, “Meet the Landlords”, which led to universal acclaim for their sympathetic approach to management and social values from the national press and MPs. John can also be regularly heard on BBC radio and at live property events, drawing attention to the difficulties and prejudice LHA tenants face.

He set up the not for profit organisation North East Supported Housing CIC to respond to the definite skills gap in LHA tenants. The aim is to equip tenants with the general life skills and knowledge they require whilst educating them as to specific lessons around the letting process from welfare reform to money management.

The Tenancy Induction training course teaches tenants how to give notice, report repairs, understand relevant aspects of tenancy law and many other areas. This has led to an 86% decrease in neighbour complaints so tenants stay in properties for longer, enabling them to create a real home and build relationships with their neighbours.

They also hold drop in courses, and offer extra care and support to vulnerable individuals and families where required, in order to ensure they maintain healthy and long-term tenancies. Counselling is also available for personal issues such as addiction, mental health, debt and abuse.

These achievements are even more impressive when John’s personal setbacks are considered. Recent cancer treatment didn’t stop him remaining at the frontline of agency, taking calls from his hospital bed, and his altruism extends beyond business, as proven when he donated a kidney to his brother.

John Paul believes that educating and helping vulnerable individuals will empower them to find sustainable employment and break the benefits cycle. He and his team are rightly proud of their achievements – they believe that everyone deserves a home, and they try every day to make a difference to people who might not otherwise be given a chance.

44

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GOLD

block management agency

2015

Sponsored by

Best Block Management Premier Estates Premier Estates is a large property management company with over 25,000 units in its portfolio. Managed properties range from small to large, dedicated and mixed use developments and it has been successful in winning several new key sites over the past 12 months. In addition it has sought to offer ancillary services in the form of car valeting, organic food deliveries, access to personal trainers and green energy initiatives. It has also gained new business by offering consultancy services to developers prior to construction so they can incorporate common practicalities tenants ask for, making the units more desirable and leading to increased instructions for Premier Estates. This agency deals with issues in a pragmatic manner, and works hard to keep abreast of client expectations. Their customer charter is central to everything they do and the able team is focused on maintaining the current portfolio whilst developing further opportunities to grow the business.

Burlington Estates

GOLD

Burlington Estates is a boutique block management company which successfully competes with much bigger agencies in its location. The team does this by concentrating their efforts within a defined area and focusing on client needs. As a result they have expanded their portfolio by a considerable margin. Clients are issued with an asset report that highlights potential areas of improvement before contracts are signed, and all buildings are under carbon management plans.

Burlington has achieved further savings for many buildings by bringing services in-house. It has also deliberately restricted its portfolio boundaries to instructions located within a 20 minute travel time from the office to ensure they are readily available for clients. The result of this is that they spend over 60% of their time on site. The team at Burlington believes that service is the heart of the business, and they seek to impress in every interaction.

JH Watson SILVER

BRONZE

This agency offers its clients the benefits of an employee owned structure which is designed to ensure all customers receive a positive experience from the entire team. An annual bonus pot is split equally between the team irrespective of position.

This approach has resulted in high levels of customer satisfaction and its internal procedures have also garnered praise from professional third party bodies. A dedicated customer services reception redirects all calls to the appropriate person so landlords and tenants know they only have to make one phone call to resolve issues or queries. Green energy solutions are high on the agenda and are being rolled out across all the managed blocks to reduce costs and improve the carbon footprint. JH Watson is proud of its rich 200-year heritage and the core founding principles are as important and relevant to them today as they were then.

Ringley Group BRONZE

46

Ringley’s block management team works under a promise of 100% transparency and everyone is committed to pushing the bar higher in this regard. Tenants are financially rewarded if they are the first to report a fault onsite and are compensated with high street vouchers if they are unhappy with the response from Ringley’s. Staff are targeted to take ownership of issues and they encourage their tenants to communicate with them openly. A bespoke in-house operating platform is adapted according to clients needs where required, and they have a separate asset management department which includes services such as stock market analysis reports. This, combined with Ringley’s self motivation to openly analyse and improve its performance by rewarding clients for suggestions and reporting, demonstrates a clear commitment to delivering a professional, coordinated service to every single client.

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GOLD

NEWCOMER lettings agency

2015

Sponsored by

GOLD

48

Best Newcomer Jezzards The directors at Jezzards have created an interactive business through which they endeavour to convey transparency, trust and professionalism. They decided to develop a brand new service that meets the needs of today’s busy clients who expect a high level of service. Jezzards operates from an office with no high street presence and uses the latest developments in technology to provide a number of convenient ways for customers to interact with them. They have developed their own software and systems to deliver a unique and interactive service that completely fulfills the business requirements. This enables landlords and tenants to book and edit viewings, share properties, sign documents, review statistics on viewings and check number of property details sent, to name a few. Jezzards’ profile has been raised through a number of initiatives from leaflet drops to radio advertising, branded cars and a strong online presence, and the qualified team is actively involved in local events. They intend to grow the company in the same vein and have already purchased another site to accommodate the extra staff. The panel believes this is an excellent proposition that has every guarantee of future success.

Proud to sponsor The Lettings Agency of the Year Awards

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GOLD

student lettings agency

2015

Sponsored by

Best Student Lettings Bill Free Homes Dealing with the student market can be a challenge and it is one that has been fully embraced by Bill Free Homes in this highly competitive category. This agency provides an unrivalled number of services to tenants, a number of which were implemented after a commissioned survey of students’ views and are completely unique to Bill Free Homes.

Use of technology is excellent; one app provides mobile alerts when students walk past an available property and the directors have also introduced the Stay Safe app for the staff in cooperation with the Suzy Lamplugh Trust. They own a fleet of bikes which are available to students for free; they just ask for a donation to charity, and students can earn money by branding their cars with QR codes for a 12 week period. The latter was introduced to meet Bill Free Homes’ goal of becoming a boardless agency. Due to the growing international student community, lettings documents are now available in several languages and a number of the team is multi-lingual.

Clever Student Lets

GOLD

This agency has very clear systems and processes in place to drive the standards ever higher. Landlords are provided with manuals to ensure they are fully compliant and the properties are checked regularly by the team. Rent is all-inclusive so financial outlay is totally transparent. There is a dedicated service to source sites for investors, following which the team offers advice and project management to design structural alterations and interior finish, including furnishings. This is a fully utilised service which has just seen the completion of a £2m development of two city centre blocks which have been sitting empty for two years. They then offer these to landlord investors at competitive rates as the high quality accommodation can yield higher rents. Students using Clever Student Lets will access an end-to-end suite of services based on the hospitality sector, and parents can feel confident their children are in safe hands.

Parklane Properties SILVER

BRONZE

Parklane Properties occupies a fantastic office providing interactive equipment and a tailored mixture of online and personal services. Viewings are available face to face or via Skype, an approach which is particularly useful for the thousands of international students as it also enables them to ‘meet’ the Parklane team. When they have not been able to find systems that are fit for purpose, the Parklane team has created their own, including My Parklane and cradle emails. An online chat function is available and this has seen great take-up by students. All conversations are saved, and scripts are monitored daily by a senior member of the team who is able to give feedback. iPads are used in branch for students to browse properties at their leisure, and the team uses a large touchscreen tv to select properties for group viewings. Flatscreen televisions in the windows rotate through every property in their portfolio. This agency goes the extra mile to communicate with students using engaging anf effective channels.

Rentinc BRONZE

50

This fun and engaging agency enjoys fantastic interaction with its students. Sunday night socials are held inviting tenants to gaming challenges and to raid the Rentinc sweetshop and they hold ‘all nighters’ to provide viewings outside of regular office hours during peak time. Students have access to their own online facility via a top notch software system so they can record and track issues, and access documents and statements easily. The directors replaced the admin fee with a holding fee to encourage students to return forms on time. Students have 21 days from sign up to return all forms, and they receive their holding fee back once the forms are received. This approach has resulted in a huge increase in student efficiency! Rentinc’s brand has a great look and feel. The team has worked hard to build long term relationships with its clients and there is a real sense that they are truly integrated with the student market.

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www.mytenantshop.co.uk call 0203 540 0585 or email contactus@tenantshop.co.uk

GOLD

lettings supplier

2015

Lettings Supplier of The Year Reapit Reapit is recognised time and again in this category and its ongoing success can be attributed to the focus on evolving and developing the product suite in line with industry changes. Its CRM software aligns all agency departments by linking up the front and back office through a single database. This database not only supports CRM but is designed to help secure new business as well. Landlord Trackers allow agents to share examples of exemplary service with landlords through a secure login area. Landlords can also access key information about their portfolio and download vital documentation.

Accounts are reconciled to the penny, and the onsite training and consultancy provision is excellent. The team at Reapit works hard to ensure their clients are highly engaged so they can work to their most productive levels, and deliver high standards of service and profitability. Reapit sees itself as a partner to the industry rather than a supplier, and it seeks to play a fundamental role in its clients’ success.

Fixflo

GOLD

Fixflo provides software to enable lettings agents to manage property maintenance by streamlining the process and facilitating a quicker and more efficient delivery of repairs.

The system is available in over 40 languages so agents can communicate effectively with all tenants about their maintenance issues, whilst advancing social inclusion. Tenants are guided through a diagnostic tool to identify their issue; they are asked for precise details of the issue and can upload their own pictures. A report is generated for the property manager who can resolve it in-house or forward directly to a contractor. Contractors can then ensure they have the correct tools and equipment to hand when they visit the property. This system has reduced the potential for dispute as all issues reported through Fixflo are time and date stamped, and records are easily accessible. Property managers are more able to use their expertise fixing problems as they spend less time taking repair requests and having to source accurate information.

The Deposit Protection Service SILVER

SILVER

This business focuses solely on the provision of deposit protection for the private rental sector in England and Wales. The DPS is one of the Government authorised suppliers of the tenancy deposit protection scheme and it offers both a custodial scheme so they hold the deposit, and insured protection whereby the landlord or letting agent pays a fee to protect the deposit but retain it themselves. There are services in place to help reduce agents’ workloads and minimise the admin burden, including the ability to protect and return multiple deposits in one transaction. They adjudicate on deposit disputes through their free and impartial Alternative Dispute Resolution Service, and they also run regular ADR workshops to educate agents and landlords on process and compliance. Courses are supported by a range of educational material, including interactive case studies. This business has unrivalled expertise, so agents can rest assured they will receive a service which is straightforward and transparent.

TouchRight Software BRONZE

52

TouchRight Software helps lettings agents and property managers compile professional property reports via a cloud-based solution that is accessible online and through mobile apps. With a background in property services, the directors had first hand experience of the challenges faced by busy agents when producing landlord reports, so sought to rectify this with a flexible, resilient software solution. TouchRight supplies clients with a web-based dashboard to help with appointment management and provide customisable, branded reports. Agents have complete flexibility over the format and content of their own reports, so they can add in fields, questions, logos and terms and conditions. The directors also understand the many varieties of reports agents have to provide, and the template builder covers this requirement too. The directors’ aim is to deliver a reliable, quality product so agents can produce professional and consistent reports in the most cost effective and efficient way possible.

Best Lettings Negotiator Angela Williams

GOLD

lettings agency

Preston Baker

Angela is an incredibly knowledgeable individual who has risen through the ranks at Preston Baker from a part-time Sales Administrator to a Senior Lettings Negotiator. She has recently been accepted to participate in the Management Development Programme so is on track to become a Branch Manager in the near future. Angela always deals sensitively with her clients’ needs and her dedication to exceptional customer service is reflected in her position in the top five on the staff Net Promoter Score league table. She enjoys the respect of her peers as well as the senior management team due to her work ethic, and her involvement in Preston Baker since its inception has given her full understanding of the company culture.

Clients like and respect Angela due to the time she spends with them throughout the lettings process. She takes them through every aspect of the lettings journey from marketing to rent collection and legalities, and addresses each individual concern with confidence. There are numerous proven examples of Angela delivering above and beyond expectations – her sole focus is to delight customers, and her manager commented that, “she is an asset to our company and I feel incredibly privileged to have her on my team”.

2015

Sponsored by

SHORTLISTED: Oliver Banks at Eddisons John Claustres at Streets Ahead

Best Lettings Branch Manager Adrian Pryke Beals

Adrian was nominated for this award by his manager, who commented that he continuously demonstrates his professionalism, industry knowledge and quality customer service. He is known for being a highly organised, structured manager who not only gets excellent results, but also helps develop the staff around him. Adrian knows exactly what he is doing and why. He possesses exceptional knowledge of the local area and is experienced in both sales and lettings, which allows him to help many landlords find quality investment properties. This expertise has resulted in increased lettings instructions from landlords, even if they have bought through a rival agency. It has also led to a number of invites requesting Adrian to speak about buy to let investments across the region, including one from Barclays. Alongside the exceptional service that Adrian personally provides, he also has a proven track record in developing his team.

He is a true role model, and operates an open door policy so the team can request assistance whenever required to utilise his knowledge and experience.

SHORTLISTED: Lisa Allen-Hendry at 2-Move Nick Durkin at Streets Ahead Cathy Evans at Preston Baker Daniel Frogley at Beals Daniel Quicke at MyLondonHome Daniel Thornton at Streets Ahead

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GOLD

lettings agency

Best Lettings Property Manager Kate Randall

Andrews Property Services

2015

Sponsored by

Kate started at Andrews just over two years ago with a great background in customer service, but no property experience. Andrews offers all staff the chance to take the ARLA exam after they pass their probation period and Kate seized this opportunity with both hands, passing all exams first time at impressive speed.

Since then she has gone from strength to strength and after two promotions, worked directly for a large corporate landlord who owns over 900 properties.

As part of this role she carried out a revaluation exercise for this client, which involved obtaining agent valuations and a Rightmove Best Price Guide for every property. She then reviewed the rents for the entire portfolio at renewal stage which has led to increased rental yield for the landlord and a growth in revenue for Andrews. Understanding the importance of relationship building, Kate spent time researching and connecting with local agents and contractors who would be able to assist her. This approach has stood her in good stead as she now manages over 200 properties located from Swindon to Yorkshire. Kate is an exceptional Property Manager who has worked hard to gain experience across the entire management spectrum, and she brings this knowledge to every customer interaction.

SHORTLISTED: Maxine Faulkner at Beals Catherine Holt at Anthony Pepe Rebecca Horne at Beals Rachel Webb at Thorgills

Best Lettings Relocation Agent Rupert Houghton ARPM Relocation Services

Rupert possesses a clear customer service drive which is reinforced by impressive preparation prior to any client meeting. He started at ARPM Relocation over a year ago following a desire for a huge career change from his previous role as a plant fitter. Despite his lack of property experience, Rupert has shone as he possessed two characteristics vital to the relocation field: knowledge and passion. As he worked all over London for many years, Rupert had first hand experience of a number of neighbourhoods from tube station locations to what streets possessed the best restaurants and where the biggest traffic jams occur in the capital. The directors were confident that this approach and work ethic would cross over into property, and they have been proved right. He researches all his clients and tailors his information accordingly, such as working in value per square metre for American clients, and understanding that Canadian clients expect the rental figure quoted to be a starting point for negotiations. Finally, he always follows up viewings with the agent to thank them for their time which keeps relationships positive, and helps ARPM maintain control. Rupert displays initiative, drive and determination and he fully exploits these qualities to deliver exemplary customer service.

SHORTLISTED: Ginny Adams at Relocation Unlimited

54

Emma Morley at Executive Relocation

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

Best Website

website

My LondonHome

lettings agency

2015

Sponsored by

GOLD

This agency’s website is really in tune with its market. With an emphasis on design and identity, the website has been adapted to reflect the customer journey.

Available in six languages, the website caters for MyLondonHome’s global audience, not least with the multi-currency dropdown which updates figures daily so overseas investors are fully informed on exchange rates. It has utilised a number of services offered by third parties in order to track customer usage, monitor data and analyse the results. Rankings are monitored so they can generate a higher level of traffic through SEO, and Response Tap allows MyLondonHome to track customer behaviour on the site so it is in a better position to meet their requirements. The site channels users to the contact or department most relevant to their needs, and a data dashboard monitors results from the website so they can identify where they need to improve. The fully responsive site offers a variety of different search parameters including a “Culture Vulture” option which is proving very popular – clients can search for properties that are located close to galleries, theatres and other points of interest.

Your Move SILVER

BRONZE

The Your Move website has undergone a complete redesign over the past 12 months, and it is fully compatible with all devices and platforms. Usability has been assessed through a combination of online and offline activities, varying from Google analytics, thorough testing and via focus groups and a customer panel. The development team spent time researching the requirements of the different user groups and integrated a variety of search options in order to ensure the site serves all the varying needs. As a national agency, the team recognised the need to cover the Your Move proposition as a whole but also that they needed to drill down to local coverage so each branch has a microsite to display relevant local content. They are then responsible for ensuring content is kept up to date which can present a challenge in an organisation of this size so this is monitored by a central team. There is an array of online tools available to clients from calculators to individual accounts.

Pinnacle Following a visit to Google headquarters, which explained how big corporations set multiple ways to convert visitors, Pinnacle set about optimising its own site in order to apply these methods. This alone has led to a 60% increase in online conversions, and a huge growth in online bookings for viewings, most of which were arranged outside of standard business hours. There is an innate understanding of online strategy and how website activity directly affects the number of lets. Users are directed to the web page that is most relevant to their requirements. Content is king and is updated with impressive regularity. Weekly team reviews are held to gather insight and suggestions from every employee on how they can improve content and user experience. They are developing an App store which mirrors the look and feel of the Apple store so customers can easily find information in a format they are used to.

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GOLD

social media lettings agency

2015

Sponsored by

Best Social Media Andrews The strategic determination and execution against SMART objectives is inspirational and could easily become the industry benchmark for social media strategy. It is evident that social media is an integral part of the Andrews business and the attention to detail provides clear benefits, both internally and externally.

The social media policy is completely inclusive and every member of the team is encouraged to get involved. The policy itself is robust but organic and evolves with the various platforms to ensure they are always making the most of new opportunities. All the branch managers are trained together on the Andrews tone of voice and the policy itself, and are expected to distil this down to their teams.

There is a detailed understanding of both the theory and practical application of a social media presence, and any activity is tailored to the respective platform in order to effectively engage with the audience and maximise the benefit. They have used Google hangouts to great effect in the past, and this year saw them hold a live hangout prior to the General Election which was really well received.

GOLD

Paramount SILVER

58

Paramount is an agency that thinks beyond its brand, understands its individual audiences and tailors its messages accordingly. The social media offering is assessed through four measurables: conversion, amplification, applause and value, as the directors understand that a social media presence is a key business benefit if executed correctly. The Paramount policy is well thought out, and the entire team is considered part of the execution of the social media voice. One specific campaign has given them national exposure via the printed press which demonstrates great crossover and highlights how online innovation can lead to offline word of mouth. They distributed branded ‘bags for life’ and asked recipients to photograph themselves with the bag in different locations and post the picture. Not only has this led to the newspaper mentions but it has also resulted in a growth in Twitter followers and revenue due to the increase in instructions.

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YOUR MISSION “I will develop a clear sense of my priorities with VTUK’s help and focus with integrity towards them” VTUK can ensure business continuity, retention of relationships, increased profit and manage change for growth, as well as transfer all data (including accounts) and superb training delivery.

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GOLD

training & development lettings agency

2015

Best Training & Development Paramount The judges’ comment was that they couldn’t speak highly enough of this business.

What stood out was not just the formal training programme but the care and attention paid to nurturing the staff with equal weight given to the development side. The culture at Paramount is one of focus and caring – business is not transactional led, and both people and processes are seen as two sides of the same coin. The directors understand the commercial requirements for business but believe that by investing in a passionate team, and giving them access to excellent systems, that the rest will follow. This begins at interview stage and follows individuals through their tenure from a robust induction to ongoing formal qualifications, personal development and support of external interests.

Sponsored by

MyLondonHome

GOLD

The training department at MyLondonHome is run by the Managing Director, who thrives on sharing his 30 years of knowledge with his team. He personally undertakes regular training to continue his personal development, and works hard to instill this ethic into his employees. New starters are enrolled in the MLH Academy which teaches a range of topics from customer service to legislation and out of office safety. These are taught through a mix of classroom work, spot tests and on-the-job training to give new starters a thorough grounding in lettings.

Following the Academy, they are given a personal development plan, and work closely with their manager and the training providers to achieve the set goals.

An independent business coach regularly consults on stress management and maintaining a work/life balance. By ensuring that all the team is qualified and accredited, the directors can assure landlords and tenants that the service they receive fulfills the MyLondonHome promise of “ethical, honest agency”.

Thorgills SILVER

SILVER

This agency takes an innovative approach to training and development. Staff are assured of a varied and tiered training and development programme which encompasses a wide range of modules. The directors have worked hard to design a programme which is stringent but engenders staff loyalty through a fresh and fun style, and an excellent rewards scheme. The Thorgills Dream Academy is an excellent new addition to the curriculum. This has been designed to help employees progress with goals and ambitions for their personal lives from buying a home to learning a foreign language. A large number of the team have been recruited from outside the area so they all participate in a town treasure hunt to get to know the area and they hold regular quiz nights on industry issues and legislative changes, giving a fun approach to what can be a dry subject.

Castledene BRONZE

60

As a company which works with a high proportion of LHA tenants, Castledene’s training programme is run to directly educate all parties: its team, landlords and tenants. Training is bespoke for each member of staff so is tailored according to how they learn best, whether auditory, written etc. Technical qualifications are compulsory and the team is given access to a number of soft skills courses as well. Castledene has been awarded a gold standard Investors in People accreditation, and this is due as much to the staff training programme as it is to the tenant induction syllabus.

Tenants are educated as to their responsibilities, from property maintenance to financial planning, and the Castledene team is always available to answer questions.

They also share what their responsibilities are to the tenants, as well as the landlord’s obligations. This has directly decreased rent arrears, vacation without notice and antisocial behaviour complaints.

GOLD

relocation agency

lettings agency

2015

Sponsored by

GOLD

SILVER

Best Relocation Agency Chiltern Relocation Chiltern Relocation provides relocation services for both private and corporate clients. The team builds business by networking with local lettings agencies, which they visit to deliver a short presentation of their services, detailing how they can work together. They possess an excellent understanding of the areas they service, and work closely with local schools and doctors surgeries to name a few, in order to facilitate a smooth transition for clients. Clients are offered comprehensive location guides, orientation tours and viewing days, all of which are of the highest quality. Chilterns has recently introduced a new referral scheme with other similar companies across the UK to provide a national service through an expanding network of partnered companies. They produce monthly newsletters to promote successes through case studies, and also provide mutually beneficial information. This initiative has enhanced their ability to help clients looking to relocate across the UK. This agency truly cares about the client experience from beginning to end and works hard to expand its services to fulfill this remit.

Sourcing Property This agency offers unrivalled knowledge of the London market, providing relocation services to clients from 37 countries. The team understands the different cultural requirements of communication as well as the properties themselves, and they manage these expectations with tact and discretion. As experts in their location, the team at Sourcing Property provides meticulous guidance for clients both in terms of area, amenities and pricing accuracy. Clients are allocated one point of contact to ensure a smooth and consistent service, and they remain in touch with clients after move-in right up to the end of the tenancy. This approach coupled with a strong belief in providing open and honest feedback has led to strong, longstanding relationships with impressive levels of repeat and referral business.

They have installed new technology to enable them to better manage their relationships, whether with tenants or agents, and this has provided them with insight into tracking progress and success, and identifying areas for improvement. This is an exceptional business.

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The Art of Customer Centricity

GOLD

best lettings agency to work for

lettings agency

2015

Best Lettings Agency to work for This award has been newly introduced for Lettings 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 a series of 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.

Sky Blue Homes GOLD

Caridon Properties

SILVER

BRONZE

Bowker Lettings

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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: Lynn Cannell, LCA Recruitment Mark Crampton Smith, College & County Lesley Dunn, Zoopla Property Group Nathan Emerson, Pygott & Crone Brian Farrell, Metropix Peter Fenwick, Reapit Jane Gardner, JP Gardner & Associates Matthew Hobbs, Savills Mal McCallion, raterAgent Rajeev Nayyar, Fixflo Hayley Ridal, Ravensworth Charles Robinson, Jones Robinson Sim Sekhon, Legal4Landlords Hannah Stringer, Moneypenny Joanna Swash, Moneypenny Julie Twist, Julie Twist Properties Alec Watt, Accouter Group Frank Webster, Finders Keepers Julie Westby, NAEA Trevor Youens, Qube We would also like to thank David Cox, ARLA, who kindly acted as Arbiter during the judging process.

With thanks to all of our sponsors and supporters:

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