Property Management
Q&A: Compliance Page 6
Nexus Top Achievers Page 15 Tamzin Eales, bjb Commercial Page 17
September 2024 Issue 8 Magic Moments Page 28 Reel Estate Page 8
The Spicerhaart Training Academy is now a reality Page 22
Four generations of the Smiths Page 19
John Phillips & Antony Lark, Spicerhaart
By the time this latest version of Spicer Life lands with you it will have been almost a year since we were both appointed as your Joint CEOs and we felt that this would be a great opportunity to reflect on all that has been achieved so far and to share some of the ongoing plans we have as a business as we look to the future. Much of this has been achieved through the hard work of many of the senior leadership team and we would like to take this opportunity to thank each and every one of them for their dedication to bringing so much to life in a relatively short period of time.
As you will all know one of our most immediate priorities was to bring back the principles of being a “high performance culture”, something that has always been at the very core of the spicerhaart operation. We will all have our views on what took of us off track but the most important thing was for us to come together and look forwards and have a positive intent to get back to the “spicerhaart way”.
The Elevate Awards was the first meaningful opportunity we had to share our vision and it was brilliant to be able to do so in an environment
where we had representation from right across our network including many people from our ever important support functions. What an event that was and it was there that we shared our belief that high performance should be rewarded better than ever before and that there could not be a place for mediocrity. This was backed up by an overhaul of some of our remuneration structures to ensure that the very best operators benefited from unrivalled commission and bonus schemes.
We were able to launch the Vietnam incentive really showing our passion for getting back to the way we used to do things as well as also launching the new CEO Achievers which saw the introduction of the 2024 Super Car incentive.
We also wanted to ensure that there was significantly more celebration and recognition happening locally so we have seen many more regional incentives, the return of quarterly awards evenings and the introduction of the MD high achievers events, all of which have been delivered and received brilliantly.
Another critical piece of the plan has been to ensure that communication was dramatically improved. Bringing back Spicer Life was a key step in
that and thank you for all of the feedback we have received showing great support for this piece of work. We have seen a huge uplift in video communication where we have been able to hear from many of our high performers on what they do to be so successful as well as hearing from the leadership teams on the business initiatives that have been taking place. We introduced the “Talk Time with your CEO” sessions which have been really beneficial in many ways. You will also be hearing later on in this edition from Sarah who will be talking to you about the new league tables that will now be in place. We have much more to do in this space but some great progress has been made so far.
We have both always believed in being a business that attracts new talent to the industry and not one that simply wants to exist by fishing in the pool of existing talent. So recently the new spicerhaart academy training centre was launched. What an amazing
success this has already been. You will be hearing from Emma, Belinda and Rodney later on who will share the journey so far but we should all see this as one our proudest achievements. No business has invested in this way and we already seeing the fruits of this labour. Our new recruits are now landing in the branches better equipped and more prepared than they have ever been and the results are speaking for themselves.
The new Academy programme has been backed up by the investment in structured and frequent localised recruitment events and once again these have proven to be highly effective and great way for us to find the new hungry talent that is out there waiting for us.
We have also recognised the strong need for us to support our leadership and leadership of the future with great development. We will soon be launching the new leadership of the future programme which will stretch across all disciplines. In addition we will be taking all of existing leadership teams through development in some of the core disciplines of highly effective recruitment, 1-1s and performance management. There will be a great deal more to follow in this area.
Whilst we will always be looking to the future and planning for our growth
what is imperative is that we as a collective deliver the basics brilliantly today. Investment in headcount will enable us to be so much more effective than we have been over recent years but it is critical that we make this investment count. We are all aware that our marketing team, led by John Mackenzie, work tirelessly to provide us with high volumes of leads but it is in the branches where we have to make this count don’t we? There is a huge amount of effort going into ensuring we are laser focused on doing the basics and doing them well. From canvassing and prospecting, to outbound calling, following our first class sales processes, video, social media etc we are going to be relentless in getting this right as when we do we will all thrive.
There is a huge amount of effort going into ensuring we are laser focused on doing the basics and doing them well.
Together as your CEOs we have wanted to invest in you as individuals and the business as a whole and we hope that this investment inspires you to come with us on the journey and be the very best versions of yourselves. It will not be for everyone but for those that want to be part of it we can assure you it will be a great place to be.
So let’s finish 2024 in true spicerhaart fashion and look forwards to a spectacular 2025.
Belinda
Rodney
We are excited to share with you all our brand new profit leagues, which have been produced by some of our fantastic colleagues in finance to recognise our top performing and most improved offices!
Why profit as a metric, we hear you ask? As you will all know, the main objective of any business is to earn a profit. Without it, a business would not be sustainable and would be unable to grow, develop and continue to compete with its competitors, especially in an industry such as ours where the climate can change very quickly and technology continues to evolve.
Many of you will have also seen that we are keen to start growing our Spicerhaart family by acquiring additional businesses. Without profit, we would be unable to expand our market share in this way. There’s a reason the popular business saying is “revenue is vanity, profit is sanity, and cash is king!”
To get the best profits:
Maximise income by pulling on all available income streams. A great FS consultant or new Home site can propel you up the league. Working with our legal/PX colleagues and exploiting RL and PM linkages all add up!
Careful control of costs is important: income for vanity is nothing without a good return.
Our hope for these tables is to support you all in growing our profit culture by recognising those who are winning and delivering the best profits or biggest improvements. If you are not in one of the top slots yet reach out to your colleagues ahead of you to learn from them, finding out what they are doing differently. If you are flying high at the top end of the tables, well done and keep it up and please be prepared to share the secrets of your success!
We’ve produced these tables to be as simple as possible; showing the current YTD position and the number of places moved up or down versus last year – so hopefully they are as digestible as possible!
If you are not in the top 20 (yet) you can see the full leagues and where you sit by following the link that will sent to you shortly by email so look out for it.
Please join us in celebrating your top twenty branches for EA and RL, as well as the top twenty improvers
for EA and RL. Will you be featuring next issue? The MDs will be giving a shout out to the success stories
August YTD league leaders are...
21 é +74
49 é +64
32 é +61
45 é +61
58 é +61
66 é +55
73 é +54
6 é +50
5 é +49
41 é +49
52 é +48
36 é +44
64 é +43
46 é +42
27 é +39
7 é +33
31 é +32
Sarah Thomson, Finance Director
of branches climbing up the league in future editions, and how you can follow their top tips!
Bury
Ilford (incl. Partnerships) Calogero La Lomia
Doncaster Rebecca Horner
Alex Gowers
Alexander Lawrence
Edward Oakes
Harold
Andrew Wallington
Pontypridd (incl. Partnerships) Gayle Chapman
Elinor WaltersDavies
Harlow (incl. Partnerships) Cassie Tovell
(incl. Partnerships) Emma Collishaw
Emma Belcher
McBarnet
Clacton (incl. Partnerships) Jamie Wass
Derby (incl. Partnerships)
Walthamstow
Shad Thames
Aaron Ottewell
Vishal Kakar
Christopher Lee
Bedford (incl. Partnerships) Ella Boddington
Bow
Congleton
Swindon (incl. Partnerships)
Doncaster
Gurmukh Panesar
Vacant
Chloe Milne
Rebecca Horner
Ilford (incl. Partnerships) Calogero La Lomia
Sheerness
Jessica Newnham
Grays (incl. Partnerships) RioMarie Maddix
Colchester (incl. FTB + Partnerships)
Orpington
Matthew Jaques
Paul Hayden
Leagrave (incl. Partnerships) Damian Herelle
Crystal Peaks
Barkingside
Ely
Samuel Reaney
Alex Gowers
Vacant
Pos
1
7
12 è 0 Medway Jack Thompson Julie Edwardes - PMB Dartford
13 é +65 Enfield Adam Clasby Vacancy
14 ê -3 Leicester Andrew Evans Lynna Proctor - PMB Leicester
15
16
17
18 ê -5 East Ham Marvellous Awazi Hannah Pickett - PMH Stratford
19 ê -9 Stratford Elisa Achampong Hannah Pickett - PMH Stratford
20 é +18 Ilford Nabil Ahmed Ash Griggs - PMC Metro
Prior year
13 é +65 Enfield Adam Clasby Vacancy
41 é +25 Wapping Christopher Lloyd Gen-Lun Wong - PMH Shad Thames
23 é +24 Grays Niamh Reeman Paula Barker - PMH Rayleigh
11 é +22 Shad Thames Monika Lazauskiene Gen-Lun Wong - PMH Shad Thames
16 é +19 Walthamstow Vacancy Ash Griggs - PMC Metro
20 é +18 Ilford Nabil Ahmed Ash Griggs - PMC Metro
62 é +17 Coventry Stephen Wood Vacancy
15 é +15 Hayes Gurinder Sodhi Vacancy
46 é +14 Harborne Davand Chauhan Malwina Kedzia - PMH Harborne
63 é +14 Nuneaton (partnership) Marc West Vacancy
28 é +13 Chelmsford Danielle Lloyd Millie Essam - PMH Braintree
38 é +13 Hanley Kyle Mellor Stacey O'Hara - PMB Hanley
52 é +13 Hornchurch Vacancy Vacancy
40 é +12 Peterborough Kevin Cooper Saira Chaudhary - PMB Peterborough
56 é +12 Walderslade Vacancy
Bethany Edwardes - PMH Maidstone
68 é +12 Clacton Gabrielle Warner Alison Sadler - PMH Colchester
5 é +11 Fleet Vacancy Charlotte Noel - PMB Fleet
31 é +11 Ipswich Lara Stevens Laura Cullum - PMH East Anglia
51 é +10 Clerkenwell Sana Qadeer Sai-Preeti Kher - PMH Islington
37 é +9 Maidstone Ri-Ann Tolley
Recognising Excellence: Celebrating Our Support Colleagues
In a recent review of colleague performance and recognition, numerous employees have been celebrated for their exceptional contributions across different categories. The feedback received highlights key areas where individuals go above and beyond, showcasing the dedication that drives our company forward. Here are some key insights from this recognition review:
• Above and Beyond: Many employees were praised for consistently going the extra mile in their duties, ensuring that tasks are completed effectively, and customers are satisfied.
• Unsung Heroes: These individuals work diligently behind the scenes, providing critical support and often exceeding expectations without seeking the spotlight.
• Exceptional Customer Service: The most recognised value, employees consistently deliver top-tier service, keeping customer satisfaction at the heart of everything they do.
Feedback such as “always goes above and beyond” and “amazing communication” demonstrate how deeply valued these efforts are by their peers.
This culture of recognition not only fosters a positive work environment but also encourages others to embody the same values, creating a ripple effect that strengthens the company as a whole so please take a minute to recognise anyone that is demonstrating these sort of great behaviours.
Recognition categories for colleagues
Bethany Edwardes - PMH Maidstone
Scan the QR code to nominate a Support
Sat
Basi and Kelly-Anne Flynn
Compliance is a hot topic across the industry as Renters Rights and ROPA continue to make the headlines, so Sian Lewis, Property Management Director reached out to one of our top Property management Area Director, Stuart Kelly to get some key questions around getting it right and why it is so important.
A little bit about Stuart…..
Kelly.
Stuart joined the business during the pandemic in 2020 following an extremely successful career as a flight attendant with his final role in first class! Stuart’s passion for delivering service excellence quickly became apparent and soon the opportunity arose for Stuart to lead a team as PMM on maternity cover. Stuart was permanently promoted to PMM for our Braintree PM hub proposition and was a frequent podium winner in the league tables! In September 2023 Stuart was successful in his application to become the Essex PMAD. Stuart strives for
I quickly understood the critical importance of adhering to processes where any breach could have life-or-death consequences.
perfection in every area of property management and ensures his team follow our processes to the letter! You will rarely see him fail an audit!
Why is compliance so important?
Drawing on my previous experience as a flight attendant, I quickly understood the critical importance of adhering to processes where any breach could have life-or-death consequences, often caused by overconfidence. Early in my career, I learned to ensure that every necessary skill and scope was comprehensively addressed – keeping procedures simple enough for everyone to understand yet detailed enough to be effective. Upon joining our team, I recognised that these skills were not only transferable but also deeply relevant to the role. My passion for safety is fuelled by personal experiences, as I have had friends and family who have suffered from gas leaks, underscoring my commitment to rigorous safety standards and my belief in the importance of precise, preventive measures.
regulations to ensure ongoing compliance and understanding. These sessions help underscore the serious consequences of failing to adhere to these guidelines, particularly if any aspect of our compliance becomes overdue. Alongside these educational refreshers, we implement regular validation checks to ensure all processes are being followed correctly. This approach guarantees that everyone involved has a clear and precise understanding of the necessary procedures, reinforcing the importance of vigilance and accuracy in our operations.
What are the implications of getting it wrong?
Safety is a paramount concern that transcends all other aspects of property management – it is literally a matter of life and death. The safety of our tenants is non-negotiable; it is not an option that one can simply opt in or out of at will. Compromising on safety can have grave consequences, not only posing severe risks to individuals but also carrying serious implications for both landlords and our brand’s reputation. Upholding the highest standards of safety is fundamental to our operations and ethos, ensuring that the well-being of every tenant is always protected.
How do you and your teams ensure you get it right?
We maintain a strict protocol of regular refreshers on gas safety
In your view, what is the number 1 non-negotiable to perfect compliance?
We adhere to a zero-tolerance policy which serves as a directive, not merely a suggestion. This strict approach around compliance underscores our commitment to maintaining the highest standards in all aspects of our operations. It is a clear instruction that leaves no room for ambiguity or exceptions, ensuring compliance, safety, and quality are upheld without compromise. By implementing this policy, we communicate our serious dedication to these principles, reinforcing that they are integral to the ethos and practices of our organisation.
Interesting fact about me: I love animals, during the pandemic me and my partner fostered six dogs over the two-year period.
We all love to see our business get maximum media exposure. It’s a testament to our hard work and success, and it helps us reach a broader audience. However, handling media enquiries requires a careful and professional approach to ensure that our message is communicated accurately and positively.
To help you navigate these situations, we’ve put together a clear set of guidelines. These steps will help you gather important information, communicate effectively with our marketing team, and ensure that any media interactions are managed smoothly and professionally. Remember, every media enquiry is an opportunity to showcase our expertise and enhance our brand’s reputation – but be very careful if you are dealing with a negative situation, such as a disgruntled customer who has contacted the media about a poor experience.
1. Gathering information
• When contacted by the media, ask them for their full contact details and explain you won’t be able to do an interview with them but that you’d like to gather as much information from them as possible and will be passing it on to the Spicerhaart marketing team. Ask them:
• What’s their story about?
Ainley at Mosaic Publicity
• What specific information or comment are they looking for?
• Do they require an interview, written statement or additional data?
• Who else are they speaking to – and what is that person saying?
• Inform them that someone will get back to them promptly.
2. Informing the marketing team
Send detailed notes of the conversation, including the reporter’s contact information, to mediaenquries@ spicerhaart.co.uk This inbox is monitored regularly across the day.
Also copy in your line manager/Branch Partner/Regional Partner.
If it is urgent, please contact Head of Marketing John Mackenzie or Chief Information Officer Steve Lamb by phone using the details in Webex.
Use the following email format:
• Subject: Media enquiry from [Media outlet] about [Insert subject]:
• Date and time of contact:
• Reporter’s name and contact information:
• Deadline:
• Main focus of the story:
• Information requested (including any imagery or interviews):
3. Handling media interviews
If there is an opportunity to do a media interview, our marketing team will inform our PR agency, Mosaic, who will evaluate the opportunity and provide interview tips and advice.
Follow any additional guidance or preparation steps provided by Mosaic to ensure the interview is conducted professionally and effectively.
It’s important to remain calm and professional during interactions with the media. Our goal is to maintain a positive and consistent public image. Direct any further questions or concerns to the marketing team immediately.
John Mackenzie, Head of Marketing
If a picture’s worth a thousand words, how about a video?
In the competitive world of property, standing out is key to success. With the increasing dominance of digital media, video has emerged as the most powerful tool in an agent’s arsenal. From boosting marketing efforts to building brand authority, video content offers you so many opportunities to dominate your patch. Let’s take a look at how.
As you know, we strive to charge a higher fee for getting our vendors’ properties sold for the highest price and in the shortest time. Video, in the form of Virtual Viewings and Quick Sneak Peeks (QSPs), is an integral part of our property marketing package.
In some areas, we have the opportunity to massively boost the percentage of listings with video content. It’s a nobrainer and here’s why:
• Immersive Property Experience: Video tours offer a more engaging experience compared to photos. Buyers can get a real sense of the property’s layout, size, and atmosphere allowing them to look around the property as if they were there in person.
• Emotional Connection: Video can evoke emotions and create a connection that static images can’t. A well-produced video can showcase the lifestyle that comes with the
property, making it easier for buyers to imagine themselves living
• Viewing Flexibility: With video, buyers can view properties anytime, anywhere. This is particularly
beneficial for those who are relocating from another area or have busy schedules. They can shortlist properties remotely before arranging physical viewings.
• Detailed Property Insights: Video can highlight specific features and benefits of a property that might not be as apparent in photos. This includes showing how natural light fills a room, the flow between spaces, or even the ambiance of the neighbourhood.
And …. vendors are expecting you to produce video content about their pride and joy. Get those gimbals out next time you’re at their property!
Video not only supports property listings, but also helps win your pipeline of business.
With 97% of clients in your patch not yet ready to sell, video is the ideal way to bolster your brand awareness and demonstrate your expertise, authority
and trustworthiness so that when they are ready to start their moving journey, you’re the first name they think of. You’ve got the tools, the training and the editors to produce compelling video content to make you the ‘Mayor of Google’ in your area. Try these ideas:
• Market Updates: Record regular bulletins about what’s going on your patch. Include house price movements, ‘hot’ streets, new listings, market changes. Stay consistent and watch the enquiries come through to the agent who knows the score.
• Area Guides: You know your area better than anyone as you’re driving around and door knocking every day. Share this knowledge - you might give some nuggets to people who already live there or some valuable insight to people considering moving in. Become the ‘go to’ expert for your neighbourhood.
• Five Star Reviews: You already go to a lot of effort to get five star reviews. Why not take it to the next level and record a short video testimonial with the details of the transaction or great customer service to show future clients why they should trust in you?
• Hints and Tips: By this stage, you know all the property tricks and pitfalls. Why not share these pointers in short form videos? People only move every 9.6 years on average, so would probably be grateful of some guidance.
All brilliant ways to get your face out there and what great conversation starters in branch or on a doorstep.
To summarise, remember why video will help you achieve your marketing goals:
• Engaging Content: Video is inherently more engaging than static images or text. It captures attention quickly and can convey a wealth of information in a short amount of time. For agents, this means they can showcase properties (and themselves) in a more dynamic and compelling way.
• Wider Reach Across Platforms: Video content is highly shareable and performs well across various platforms - our website, portals, social media and email marketing campaigns.
• Higher Engagement Rates: Videos are more likely to be viewed, liked, and shared than other forms of content. Social media algorithms tend to
favour video, pushing it to a broader audience, which means agents can reach more potential clients.
• Search Engine Optimisation (SEO): Video content can significantly boost SEO efforts. Search engines like Google prioritise video content. By using the right keywords and engaging titles, agents can improve their online visibility, making it easier for potential clients to find them.
• Showcasing Market Knowledge: Those agents producing regular good quality video content will triumph - simple as that. Market updates, property tours, buying tips, area guides and reviews will demonstrate their expertise, authority and trustworthiness in their patch.
• The Human Touch: Agency is a contact sport. We know you spend hours every day wearing out the shoe leather having conversations on doorsteps, on calls or in branch. Video is the next best thing. It allows you to showcase your personality and communication style, helping to build rapport with potential clients. This personal touch can be particularly persuasive, as buyers and sellers often choose agents they feel they can trust.
No, we ain’t ‘livin’ on a prayer’ - we have a very defined and deliberate ‘middle market’ strategy and positioning for many of our brands.
Let’s take Chewton Rose (upper end of the market) and First Time Buyers Centres (lower end of the market) out of the equation for now. Let’s also remove Felicity J. Lord, who play in the special bubble of London’s villages.
But, for haart and the other brands we choose to focus on Mr & Mrs Three Bedroom Semi-Detached.
We choose to use middle-of-themarket targeting, look and feel, imagery and tone of voice to resonate with this audience. Through our marketing and content we demonstrate our expertise, authority and trustworthiness to these families to win their business.
We’ll Make It I Swear
Why do we do this? Simple - they are (and have always been) the centre, the beating heart, the engine room of most property markets in the UK.
Get the three-bed semis and you can also get the buyers and vendors from the price bands up and down the market - apartment and FTB owners looking to purchase a three-bedroom semi, three-bed semi owners often moving upwards to four or five-bed detached homes.
You’re building chains.
You’re generating MTV (remember that?). Think of your commissions and FS and legals.
It’s back to basics and you could see your earnings skyrocket.
So now you know.
PS Did you sing the article title in a little Bon Jovi rock-out moment?
Daniel Ansell
Taurus Managing Director
In an industry as dynamic and competitive as ours, success hinges on our ability to nurture talent, stay ahead of trends, and continuously push the boundaries of innovation. To do this, we need to invest in the growth and development of our people – especially those who are just entering the industry. That’s why we’re thrilled to launch our new Staff Academy, a game-changing initiative designed specifically for new employees and those beginning their journey in our field.
The Staff Academy is more than just a training program; it’s a structured learning and development hub aimed at equipping new industry entrants with the essential skills, knowledge, and confidence needed to thrive in their roles. The Academy offers a tailored curriculum that blends foundational knowledge with industry-specific expertise, handson experience, and mentorship
opportunities. It’s our way of ensuring that every new team member has a strong foundation upon which to build their career, while also contributing to our organisation’s long-term success.
Why the Academy is a game changer
1. **Building Future-Ready Expertise**
For new industry entrants, the learning curve can be steep. The Staff Academy is designed to bridge this gap by offering in-depth, industryfocused training that accelerates learning and mastery. Courses cover everything from technical skills to key industry insights, preparing our new recruits to hit the ground running. By offering targeted, high-quality training from the start, we’re setting our employees up for success and ensuring that they’re well-prepared to deliver value from day one.
2. **Creating a Culture of Learning and Growth**
Learning is at the heart of innovation and progress. By investing in the development of our newest employees, we’re embedding a culture of continuous improvement throughout our organisation. The Staff Academy encourages curiosity and ongoing learning, reinforcing the idea that growth is a lifelong journey. This culture of learning not only benefits individual employees but also drives the collective success of our company.
3. **Enhancing Employee Engagement and Retention**
Career development is a key driver of job satisfaction, especially for those new to the workforce. The Academy provides a clear and structured path for growth, which is essential for engaging and retaining talent. When new employees feel that their growth is being actively supported, they’re more likely to stay committed, motivated, and aligned with our company’s goals.
In conclusion
The Staff Academy is more than just a training initiative; it’s a strategic investment in our people and our future. By providing comprehensive support for new industry entrants, we’re laying the foundation for a
workforce that’s knowledgeable, innovative, and driven to lead. As we launch this exciting new program, we look forward to seeing how it will empower our teams and, ultimately, shape the future of our industry. Welcome to the next chapter of growth, learning, and successwelcome to the Staff Academy.
In our industry, the first contact a customer has with us is often over the phone. This initial interaction is crucial – it sets the tone for the entire customer relationship. A world-class phone registration process can be a game-changer, directly impacting customer satisfaction, retention, and long-term revenue.
When customers call, they expect a smooth, efficient, and friendly experience. A clunky or overly complex process can quickly turn them away, while a well-structured, professional call leaves a positive impression. First impressions matter, and by making this interaction seamless, we show customers that we value their time and are committed to delivering excellent service.
The simplicity and professionalism of our phone registration are key. Agents should guide customers through the process clearly, avoiding unnecessary steps and making registration exciting and stress-free. Importantly, phone interactions also allow for a personalised touch – our agents can actively listen, understand customer needs, and tailor solutions that build trust and rapport.
This personalised approach not only enhances the customer experience but also sets the stage for future engagement. By capturing the right information during the call, we can follow up with targeted offers that drive loyalty and retention. Remember we must know the WHY!
In a competitive market, delivering a world-class phone registration process gives us an edge. It turns
initial interactions into lasting relationships and helps secure our company’s growth and success. Every call is an opportunity to deliver WORLD CLASS service and enhance your earnings.
The Power of Effective Lead Follow-Up
Generating leads is only half the battle; the real key to success lies in how we follow up. A strong lead follow-up process can be the difference between winning new business and letting opportunities slip away. It’s not just about making contact - it’s about timing, consistency, and personalisation.
Managing Director FS
After over four years, we have finally seen the Bank of England drop the base rate from a 16 year high down to 5% with further optimism that this won’t be the last reduction in 2024
Political certainty and economic growth means that there is every possibility that the drop will maintain market momentum that we’ve seen so far this year and there will be an increase in demand for both buying and selling homes.
As the mortgage and protection arm of Spicerhaart it is essential that we consider what we can do to help the business increase its market share and how we can influence more of our sales getting to completion.
The cost of living crisis has meant that many people have struggled financially and the following detail is a clear demonstration of this:-
Timing is crucial. Studies show that the sooner you follow up after receiving a lead, the better the chances of conversion. Responding promptly signals professionalism and shows potential customers that they’re a priority. In a competitive market, being the first to reach out can make all the difference.
Consistency is equally important. Following up isn’t a one-time event –it requires persistence. Often, leads won’t convert on the first attempt, so having a well-structured followup sequence is vital. This means balancing persistence with respect, ensuring that our communication remains helpful rather than pushy.
Personalisation is the final piece of the puzzle. Generic follow-ups can feel impersonal and lead to disinterest. Tailoring our approach based on the lead’s specific needs, pain points, and previous interactions shows that we’re attentive and genuinely interested in providing value. We need to show each lead that we understand them.
In summary, effective lead followup is key to turning prospects into customers. By focusing on prompt responses, consistent engagement, and personalised communication, we can maximise conversions and drive our business forward. Let’s make every lead count!
• 279,785 CCJ’s were issued in Q1 2024 which was 7% more than Q1 2023
• Those CCJ’s equated to £72M which was an increase in 40% on 2023
• £1,841bn UK personal debt owed at end of Feb 2024
• 1 in 6 households are now in ‘serious financial difficulties’
Another area of confusion for those hoping to sell their home is self-employment. A common misconception is that it is much more difficult to get a mortgage and a recent survey established that 80% of self-employed believe this to be the case. Half will try and find a solution by looking online as opposed to speaking to an expert face to face.
So what we have to ask ourselves as a business is what happens if our potential vendor is in one of the above situations?
What is clear is that if we leave them to take their chances by looking online or go to their High St Bank we will never win that instruction.
50% of people with adverse credit have never heard of the term “specialist lender” and whilst we don’t expect a PMC to discuss this in someone’s front room, if we make every valuation a 2 part val / Cost of Moving appointment then we will increase market share.
This is because we have an outstanding offering for these customers that they will never know about unless
our RSC/PMC population make the introduction. We have access to many providers that specialise in what our customers perceive to be complicated mortgages, however, these are the customers that these lenders focus on supporting on a daily basis and in fact do not look for mainstream mortgage business. Without us educating our customers they will remain unaware of how available these mortgages are due to them not being part of the offering of the standard High Street lender.
Naturally this service and opportunity also applies to those in a more straightforward situation but how would you know as a RSC booking the valuation or a PMC / Partner attending the valuation which is which? You wouldn’t, and so you need them to arrange for them to speak to your JM adviser.
This of course applies to any potential buyer as well whereby we need to be justifying our vendor fee by providing the best possible service ensuring that any sale moves smoothly and gets all the way to completion having dealt with any bumps in the road at the beginning and not towards the end.
Ultimately we should be looking forward to a busy market place in the next few months and it is essential that we use all of our USP’s to win our unfair share of the market. One of our biggest USP’s is the JM Mortgage Adviser that sits in your branch so get them to help you grow market share, reduce aborted sales and withdrawals and help your branch P&L grow by booking your potential vendors and potential buyers in as early as possible to see them.
Tommy Taylor
Managing Director
We’ve had another great couple of months in Orion with some very exciting events taking place.
We launched the Spicerhaart Training Academy on which we had 10 candidates for Orion join. They’ve all been through a rigorous two weeks of training including specialist focus on door knocking and outbound calling and are now in their branches driving calls, valuations and viewings. The recent cohorts booked an incredible
40 valuations in less than 90 minutes with each person making over 50 calls in that time. I had the opportunity to catch up with them all following their first week in branch and it was great to hear how much they were enjoying it.
July also saw the launch of our new initiative of Canvassing Champions. The work being done by our newly appointed Champions (or Chief Energy Officers) and we are seeing weekly improvements in our canvassed listings and we are now seeing a 25% increase on our weekly levels. In fact, in July & August our listings are up significantly year on year, and 90% of the increase in listings is coming from canvassed listings meaning that all of this hard work really is making the difference. We’re also seeing great peer to peer leadership, “outside the box” thinking on door knocking and structured plans for targeting other agents’ stock. Remember – our goal is a minimum of 1 canvassed lister per business, per week.
Winning Matters continued to see our fee increase in June and July to above average. The skills development happening through our PMC meetings is really paying off.
Witham continues to be the number one branch on profit so far this year, followed by Ilford in second place and Biggin Hill in third in both Orion and the Company. In fact, the top 7 branches in profit YTD are from Orion!
The top Partner on profit YTD is Mo Rahman from Stratford. Georgia Lee, Emily Balloch and Bethany Moret continue to dominate the sellers leagues with Deborah Mills being the top seller on bankings. Addison Garner, Jason Burton and Matt Taylor are the top listers with Ryan Edwards top on bankings. Anglia have been driving weekly incentives on sales and reductions, South London are still hitting the phones hard for the golden phone and Kent’s famous winner’s breakfast are driving valuations.
In July, we congratulated Dan Augustin on his promotion to Estate Agency Director for Essex. It is always a great feeling to recognise and promote internal talent with this promotion being the second internal promotion to Estate Agency Director this year. We are working hard on a new leadership development programme to ensure that we continue to develop leaders of the future at all levels.
July and August saw Orion celebrating their top performers in regional quarterly and half year awards. We also celebrated the best of the best in style at our second CMD High Achievers event with a fabulous private dining experience for 30 top performers at New Street Grill in London. I don’t want to spoil any surprises but we’re planning something different and very special for the next event and you’ll definitely want to secure your place.
John Doughty
Orion Managing Director
I will always say, 1st Appointments are the life blood of our FS business and there has never been a more important time for our customers to be seeking world class advice.
We are operating in an ever-changing marketplace and educating our customers will be key to ensuring we support them in their home buying journey.
As we all know, there are many moving parts that result in a house coming to the market, agreeing a sale and moving to completion. The more our brokers are involved the better these moving parts will work in harmony.
Our advisers can support your listings drive and the drive to get the sale from agreed to completion.
However, for us to ensure that our brokers speak to more of our applicants we must be ‘Brilliant at the Basics’. The basics start with the way we register applicants, book valuations and agree sales. If we are brilliant at these elements of our business, we will see more of our customers get the advice and guidance they need.
A question I will pose … How well do you work with your broker? Again, be brilliant at the basics. Ensure complete opportunity control through great applicant reviews in mini 1-1’s
Timothy Wardley, New Homes Director, Land & New Homes
The New Homes industry has had a solid year so far, driven by significant developments, particularly following the recent change in government. With renewed focus on the planning system and potential changes to greenbelt regulations, the push to ramp up homebuilding is gaining momentum. The government’s ambitious target to build 300,000 homes annually is a challenging goal, but it’s clear that this objective is a top priority. We’ve already seen positive shifts in planning
decisions, even in cases that were previously marginal.
Shared ownership sales are Red Hot right now and we are now one of the countries go-to agents for the selling of shared ownership property.
As we approach the end of the year, activity in the New Homes sector intensifies, with developers keen to achieve their year-end targets. It’s not uncommon to see substantial discounts offered for quick sales, especially for those that can close in 2024.
L to R: Tim Wardley MD Land & New Homes Ellie Martin Olivia Wallis NH Managers Metro/Essex.
Luke Cheek, Senior Regional Land Manager
It is positive news for the planning system after the recent changes to the National Planning Policy Framework (NPPF) in early August where the current government have streamlined elements of planning policies to help house builders to hit the government’s new target of 1.5 million properties to be built over the next five years. Some examples of the changes are as below;
• Housing targets will be mandatory using a new Standard Method which better reflects the urgency of supply in individual local authority areas
• There will be a requirement placed on councils to review their green
belts when insufficient brownfield land for homes is available, with ‘grey belt’ land coming first
• Green and grey belt sites coming forward will require 50% Affordable Housing and infrastructure
• The need for councils, housing associations and other providers to deliver genuinely affordable homes – changes will be delivered through increased Government investment, changes to borrowing rules and rent stability
• Homes England’s funding will be made more flexible to support housing delivery
• All authorities will need to have a Local Plan in place – there will be an
Brand-new 2 & 3 bedroom Shared Ownership apartments at Yeo Exchange.
0203 795 4370 new.homes@fjlord.co.uk
It’s crucial that we all stay vigilant and seize any opportunities in our local areas. If you identify a potential site where our involvement could add value, please reach out to the New Homes team immediately.
We currently have nearly 100 active sites, positioning us among the largest New Homes businesses in the UK. However, the real challenge lies in selling the homes on these sites. Developers have high expectations, and it’s essential that we consistently exceed them.
Confidence in the New Homes market is further demonstrated by the recent £2.5 billion merger between Barratt and Redrow, two prominent developers. This merger is expected to accelerate the delivery of high-quality homes, leveraging the strengths of both companies, including their extensive land banks.
end to changes to planning policy which have stalled Plan making and a commitment to the Government stepping in where authorities fail to deliver
• 13-week Ministerial decision-making target to be measured
The Spicerhaart land department have seen real success over the last 18 months with the growth of their strategic pipeline. The land department now hold over 500 acres within legal contracts with developers to promote sites through the local plan in the relevant authorities to obtain planning permission. These sites alone could deliver our business over 800 dwellings to sell; not including the more immediate pipeline of sites being sold with the benefit of planning permission within the pipeline.
It was a true pleasure to host several events for the Nexus team in July. The highlight was our Top Achievers evening, where we enjoyed a beautiful, sunny night of private dining at Milsoms. The evening was filled with fun, laughter, and recognition, paired with excellent food and wine. Please find a few photos from the event below.
We also hosted a lively bottomless brunch for the Nexus Elite team, recognising those who maintained their Elite status throughout the first half of the year – a remarkable accomplishment. It was a fantastic opportunity to celebrate the team’s dedication and success, with an afternoon filled with great conversations, delicious
and plenty of laughter.
Lesley Miller, Director Nexus
John Mackenzie, Head of Marketing
If you’ve been in this industry for any length of time, you’ll have heard the phrase “boards breed boards”. Well, it’s only a cliché as it’s true! The latest numbers show that one sold board leads to two further booked valuations or market appraisals.
That’s free business for you that you simply can’t ignore.
Yes, I’m obviously a massive advocate for digital marketing, but the ‘old ways’ form the foundation of a successful business. Door knocking, hitting the phones, love letters and … boards give the edge over lazy competitors who just wait for the spoon-fed leads.
Now, many branches have a strong board game - kudos to you. But some areas have the opportunity to be gaining market share through simple best practice.
In some areas, board take up is less than 50%. Think of all that commission you’re frittering away!
Some vendors have solid reasons for not wanting a board up - discrete marketing, divorces, probate or just don’t want people knowing their business. Many others just need a little nudge thoughsell the benefits of boards!
Perhaps consider a little phone out session to get that board percentage up. The key points to stress in your script would be:
• Increased Visibility: A ‘For Sale’ board immediately signals to neighbours and passersby that the property is on the market. This can be particularly effective in attracting potential buyers who are looking to move within the same area.
• Capturing Drive-By Interest: Many buyers drive around areas they’re interested in getting a feel for. A ‘For Sale’ board can catch the eye of these individuals, leading to spontaneous interest.
• Marketing Support: Whilst online property listings are essential, the physical presence of a ‘For Sale’ board reinforces the property’s availability, particularly to those who may not have seen the online listing.
• Prompting Word of Mouth: Neighbours and visitors who see the ‘For Sale’ board are more likely to mention it to friends or family members looking to buy, further expanding the property’s reach.
• FOMO: A ‘For Sale’ board is a powerful signal to buyers about the clock ticking. Tap into that fear of missing out. Also, once a property is marked as ‘Sold’, it demonstrates that there was substantial interest, potentially increasing the urgency among other buyers looking in the area. This could drive quicker offers on similar properties
• Showcasing Success: When the ‘Sold’ board goes up it is a real validation of value. It signals that the property has achieved a sale, reinforcing to other potential buyers that the home was desirable and successfully marketed.
Laura Willets, Partner for haart of Grantham recounts a telling story about the power of boards:
“I took over a listing from a previous agent that had been stagnant on the market in Grantham for weeks. Our eye-catchingly designed haart board went up and the demand was immediate. Word of mouth enquiries and viewing requests came in and it was offered within days. Local vendors noticed too and I must have had half a dozen val requests as a result. Moral of the story - get those boards up. Fantastic brand building, celebrating successes and free business!”
In the ever-evolving landscape of property marketing, ‘For Sale’ and ‘Sold’ boards continue to play a pivotal role.
In the ever-evolving landscape of property marketing, ‘For Sale’ and ‘Sold’ boards continue to play a pivotal role. For the vendor, they offer increased visibility, support for marketing efforts, and the potential to create urgency among buyers. For agents, these boards provide a powerful tool for brand visibility, lead generation, and community engagement. Despite the rise of digital marketing, traditional boards remains an essential component of a successful property sale strategy.
John Hand, Auction Manager
Auctions are like the Wild West of the property world – perfect for selling just about anything that might have buyers itching to throw down their bids and fight it out. Got a fixer-upper that needs more than just a little TLC? Bring it to auction! From houses that need just a facelift, quirky commercial units and plots of land that might be more “potential” than “polished” auctions are the place to be.
Tamzin Eales, Commercial Agent
Ideally vacant or tenanted, a Residential property that’s seen better days, maybe it’s been in the family for a century, or possibly where the Addams Family filmed their last reunion – no problem! Auctions are a great way to find that special someone who sees character where others see chaos. And the best part? You don’t even have to clear out the old furniture or that creepy doll collection in the attic. Just toss it all in and let the bidders figure it out!
Land too is a hot commodity –whether it’s a sprawling plot ready for development, a garage site, or even a derelict building that’s more haunted than habitable. Some parcels are so indemand, they sell for way more than you’d ever expect. Who knew a patch of grass could become a goldmine?
I’ve been with Butters Commercial for over 17 years now, originally starting as a negotiator and working my way up. I work with a great team and enjoy my job along with the variety that it brings with it, it’s rare that any two buildings are the same. It’s nice to meet so many different clients whether they are selling or letting and to see business’s start up in buildings we have dealt with.
To unwind in my spare time I volunteer with a bird of prey centre, handling hawks, falcons, owls and the occasional eagle. We often attend public events and shows talking to many people, so I’m definitely a chatty people person. The events are hard work but great fun with the occasional moment of panic when the falcon decides not to return to the arena!
Most memorable property
I’ve seen many types of buildings over the years, but one of the ones I will always remember is a local brothel (you’d be surprised how many we go to) where they had left some of the
Auction can also afford you new listings with Commercial opportunities –factories, offices, warehouses, old churches do extremely well (with or without the graveyard!) You’ve got it, we’ve sold it, and we have a Commercial team on hand to help if you get stuck.
Auctions let the market decide the value, which is perfect if you’re dealing with something a little out of the ordinary. So, if your property has a few quirks or just doesn’t fit the mould, perhaps you should put it under the hammer!
fixtures and fittings behind, including a giant cross and a coffin! We entered it in auction at a guide of £42,000 there was plenty of interest and it sold at £60,000. What seemed like a very boring building on the outside had a very interesting interior!
Barry Hawkins – Chief Accountant , Group Reporting
“There have been a large amount of changes to Spicerhaart over the 25 years.
The original building in Castle Court St Peter’s street was extremely cramped when I went for my interview but luckily the Head Office had moved to Wellington House by the time I started.
I started as an Accounts Supervisor and was happy to be supported to complete all my Accountancy qualifications early on at Spicerhaart. I am pleased that Spicerhaart have always encouraged others to pursue their accountancy careers and hope I have helped others to succeed along the way.
Although happy sitting at my desk with someone’s birthday cake working away - I have had to visit many places during my time at Spicerhaart due to acquisitions and our varied locations. Spicerhaart has always been prepared to invest in acquisitions to ensure the group remains strong.
We took the plane to Blackpool when we helped set up the Corporate sales
repossession business and stayed twice at Celtic Manor visiting Client Accounts without getting to play golf at all.
We travelled to Sheffield to see the Haybrook accounts team on acquisition to then drive down to London for one of our memorable Xmas parties in the docklands the same evening.
I remember my phone going off when on a management day with Sir Clive Woodward. He had specifically told everyone to turn their phones off and he gave me the glare.
I really enjoyed my trip to Las Vegas with Spicerhaart and was petrified when I had to go in the helicopter over the Grand Canyon but did it.
I remember proudly wearing the new Colchester United shirt (haart + SpicerMcColl sponsored) before being unveiled at their final game of the season.
Although Covid was a tough time I appreciated the time spent at Group Print Services with Gerard and his team as Head Office was closed down. They are a great team and good company and I still miss KFC Friday.
I am lucky that I have worked with a large number of great characters and quite a few are still here so would like to thank them all for making the last 25 years fly by.”
Leanne Wykes – Senior Mortgage Administrator, Just mortgages I joined Spicerhaart at the Medway Branch back in 2014, It was a wonderful family feel place to work, We had lots of fun raising money for different charities like MacMillan Coffee mornings and Tickled pink raffle days where everyone wore pink for breast cancer awareness. I developed strong friendships with my colleagues, and we have been there for each other at different milestones in life from getting married and have children to celebrating big milestone birthdays. After lockdown, my team stayed working from home, so we don’t physically see each other but have managed to maintain a brilliant working relationship with laughs and fun that we maintain by doing monthly quizzes on our meetings or fun facts and above all we support each other and help each other with everyday work and home life. I work with the best team in the world, my Spicerhaart working family.”
“We are pleased to announce that Lauren Hamblion, IT Telecoms Analyst, welcomed Baby Evie on 7th July, the perfect addition to her family. Both parents are doing great and Baby Evie is sure to bring joy and excitement for all the new adventures ahead. We wish them all the best!”Huge Congratulations!
Adam Paull, Area Partner for Wisbech, had a baby girl called Avery on 7th August. Avery and his partner Laura are doing well.
Alexander Pugh, Executive Mortgage and Protection Adviser, Haybrook Gleadless married Abby Cottingham on 8th August 2024 in a big teepee at Inkersall Grange Farm, Nottinghamshire (they met at a festival).
Corey Gregory, Senior Mortgage and Protection Adviser, Haybrook Gleadless married Gemma Robinson at Hodsock Priory in Blyth, Worksop on 7th August 2024. Their daughter in the picture Ava, is 15 months old.
Oliver Britton, Mortgage and Protection Adviser Sandbach BJB & Rina Dymnicka tied the knot on 10th August, at The Plough Inn, Eaton, Cheshire.
Four generations of the Smiths With baby Freddie’s arrival there are now 4 generations of our founders family. Proud Dad James, Great Grandad Alick & Grandad Gruffalo (that’s Paul). “ Freddie is a joy and is such a happy smiley boy, everyone loves our Fred “
Name
Daniel Shelly ORI-CHP Essex Division (EA) Witham TB EA (HRT) Elite
Ethan Fox TAU-CHP M1 Division (EA) Milton Keynes EA (HRT)
Charli Day ORI-CHP Essex Division (EA) Rayleigh PC EA (HRT) Senior
Marie Smith-Norton ORI-CHP Anglia Division (EA) March TB EA (HRT)
Soraya Rankin TAU-CHP Midlands Division (EA) Hucknall EA (HRT)
Christian Clayden GS-FAC Facilities Head Office GS (SH) Head of Facilities & Health & Safety 01/07/2024
Tara Panayi TAU-CHP Darlows Division (FS) Rumney EA (DAR)
Jacob Dono SCO-SOUTH FJL Division (LET) Bow LET (FJL)
RiaAnn Tolley SCO-SOUTH Kent & South London (LET) Maidstone LET (HRT) Elite
Jack Thompson SCO-SOUTH Kent & South London (LET) Medway
Daniel Augustin ORI-CHP Essex Division (EA) Witham TB EA (HRT)
Leanne Spiers SCO-NORTH Wales & West Region (PMC) Newport LET (HRT) Property Manager 01/08/2024
Lauren Keirle SCO-NORTH Wales & West Region (PMC) Cardiff LET (DAR) Elite Property Manager 01/07/2024
Lily Porter SCO-SOUTH London Central (PMC) Blackheath Village LET (FJL) Elite Property Manager 30/07/2024
Hamzah Hussain SCO-SOUTH London Central (PMC) Canary Wharf LET (FJL)
Management Manager 04/06/2024
Ioana-Emilia Dina SCO-SOUTH Kent & South London (LET) Ashford Kent LET (HRT) Property Manager 24/06/2024
Sian Lewis SCO-SOUTH Scorpius South (PM) Prop Management Centre PMC (SH) Property Management Director 01/07/2024
Susan Clack ORI-CHP Anglia Division (EA) Home Based Senior Partner 01/08/2024
Ben Allkins
You will be aware that in August the Bank of England’s Monetary Policy Committee (MPC) lowered the base rate by 0.25% to 5%, the first time the base rate has been reduced since 2020. At the time of writing, we are yet to see whether further decreases will occur.
Following the base rate cut in August, there have been a significant number of reductions in pricing, including fixed rates. We are also seeing a bolstering of customer confidence.
Speaking to a number of Mortgage & Protection Advisors it is clear that clients are eager to explore their options. First-time buyers are now more enthusiastic than they have been of late, keen to discover how much they can borrow with these new rates. So why am I telling you all this?
In short the importance of quality Mortgage Advice is more important than ever before. As I write, this week alone we have 15 lenders reprice – which means even the most savy customer cannot hope to keep up with this rate of change –meaning we all have a moral obligation to ensure as many of Spicerhaart’s customers are put in-front of a Mortgage & Protection Advisor to ensure they get the very best deal for their money.
I am delighted to confirm that later this month the Self-Employed Division will be deploying Smartr365 to our Mortgage & Protection Advisors. This will provide advisors with additional tools over and above what they have now, including a Client Portal, Introducer Portal and CRM functionality providing for automated updates to both the introducer of the business and the customer.
Importantly it will also help speed up the application process, with technology that avoids double keying at submission stage to the lender.
We have recently strengthened our support and presence in Scotland with the appointment of Grant MacKay as sales manager.
Based near Motherwell, Grant will be working closely with 25 selfemployed advisers across Scotland and the North East of England, with scope for more as the division grows. He will use his nearly 15 years of experience to help advisers increase their skills and grow their businesses, all while making the most of the inhouse training and support available.
Speaking on his appointment, Grant MacKay said: “Just Mortgages has always been on my radar with its strong brand and presence in the market. When I saw this opportunity come up, it really ticked all the boxes for me. I’m excited to join the team and to use my expertise to support brokers across the region and help build the Just Mortgages brand further in Scotland.”
“Everyone I have spoken to so far has been really switched on and I’ve been so impressed with the on-boarding and training that is provided to all staff. Knowing how fast the division and business has grown, it’s exciting to see what the future holds - especially for a business that clearly has growth at the forefront of its plans. I look forward to playing my part.”
Grant’s appointment is the next step in increasing support for brokers and growing our presence north of the border. He brings with him plenty of experience which will be hugely valuable to our brokers as they look to improve service, increase skills and ultimately, grow their own businesses.
“Whether it’s a new or established self-employed adviser, or even a business principal working with their own team of advisers, we have invested considerable time, efforts and resources to ensure we provide the right infrastructure around each and every person. In addition to a talented and experienced management team, this includes dayto-day support with sales, marketing and compliance, as well as ongoing training and mentoring.
Carl Parker
We have 14 Wealth Advisers based across the UK providing advice to all our clients on their Pensions, Savings and Investments. Our 650 Mortgage Advisers refer clients to them via a Portal, but all our colleagues in EA, Lettings or any other part of the business can also refer their clients if they need financial advice. A Cash Buyer with surplus funds, clients
downsizing, clients with BTL Portfolios, the referral opportunities are endless...
All Spicerhaart Group employees can benefit from this service, so if you have pensions from a previous company, want to increase the amount you are saving for your retirement or just want to start a savings plan for children’s university fees you can contact one of our Wealth Advisers by completing the
form accessed by scanning this QR code.
You also get 50% of the standard fees charged!!!
With over 90% of the population having insufficient funds to provide an adequate retirement, now is a great time to recommend your clients, your family and friends and yourself!
Q3 has seen one of the most exciting developments in Spicerhaart Learning and Development. After many years in its planning and development we the Spicerhaart Training Academy is now a reality. When asked what this means to Spicerhaart Antony Lark had this to say:
“So many people have worked tirelessly to bring this vision to life, and I am so grateful for everything that they have done. We have always focused on attracting brand new talent into our industry and then provide them with an industry-leading learning and development program to succeed. I am proud to say that this takes that to a new level.
Our new recruits will go on a learning journey that will make them more prepared than they have ever been to start in their branches and really hit the ground running. The training has been designed to include punchy sessions focused heavily on skills practice and will be led by our expert training teams and leaders from across the business.
Our first academy was officially opened by Paralympic athlete Danny Crates, who lost an arm in a car accident. He spoke passionately about his own journey, one filled with challenge and adversity and how his determination and GRIT meant that he was able to overcome any hurdles in his way. So much of his story resonates with our own belief and his ability to link his success to the
way in which we can win as a business was outstanding”
At the time of writing this we are nearing the end of our second cohort of Estate Agency and completed our first Lettings delegates. The atmosphere in the training centres is electric and the feedback from the branches, our leaders and the delegates themselves has really shown how invaluable an asset this is.
Belinda Jarman, Head of Training & Development (Lettings)
Linsey Davies who heads up our recruitment team said
“Having this centre open really gives us an advantage over our competition in attracting the best candidates in the marketplace. We have been very conscious to try to find people that really reflect the Spicerhaart values and being able to open our doors to such a wide level of candidates has been amazing. Our first academy received over 800 applications”
From those 800 applications we ended up with 13 brilliant new colleagues who are now reaping the benefits of their training back in branch.
Two of those were Madeleine and Layna who joined the Westcliff branch
“The training academy at Spicerhaart head office was extremely insightful. The two weeks we spent there really helped us to kickstart our careers at haart. Spending time with so many
Academy colleagues practicing call outs and booking valuations.
Emma Barber says
“For us this is only the beginning, with the investment in technology the academy is also the new home of the Listing for success course, our non-academy inductions, Property management inductions and all our skills training. As a L&D professional and passionate estate agent I can honestly say I’ve never seen anything like this anywhere else, the term game changer is often used liberally but it really does apply here. “
Belinda Jarman says
“The objective of the Spicerhaart Property Management Academy is to transform individuals with little or no experience (one year or less) into highly
skilled and knowledgeable property professionals who are equipped to excel, making an impactful contribution to our organisation.
Using a sequential approach, training will build upon the previous learning, allowing for a deeper understanding of all things property-related and retention of knowledge.
To ensure Academy recruits master fundamental concepts and skills before progressing, they will need to demonstrate they fully grasp each element before advancing to the next topic. A combination of theoretical instruction, practical exercises and
different leaders and having time to practice really gave us the essential skills that we needed to be able to get to work straight away on our return to the Westcliff branch”
Tommy and Daniel also reflected on the first courses and had this to say
Tommy - “The academy is an absolute game changer. I have been overwhelmed with positive feedback from the management team and having had the opportunity to spend time with each group the training they have undergone is first class and they are better prepared than ever before for a successful career in Estate Agency.”
Daniel - “The Academy is more than just a training initiative; it’s a strategic investment in our people and our future and something I am so proud to be a small part of. By providing comprehensive support for new industry entrants, we are laying the foundation for a workforce that’s knowledgeable, innovative, and driven to lead. As we launch this exciting new program, we look forward to seeing how it will empower our teams and shape the future of our industry. Welcome to the next chapter of growth, learning, and success –welcome to the Staff Academy”
assessments will be used to gauge their mastery.
By the end of the programme, they will be well-versed in all facets of property, equipped to handle the complexities of the full Property Management role.”
The Academy programme has been a vital part of the growth of Just Mortgages over the last few years. A large number of our top advisers have come through this programme and September saw our third Academy finish of 2024 with 5 more great additions to our family. Craig Liles took our delegates through 3 weeks of intensive training that covered all aspects of our sales process, the skills associated with it, compliance, the point of sales system and introductions to our protection partners.
The delegates themselves came from a variety of backgrounds, ranging from administrator through to selfemployed in the hospitality industry and as a customer service officer in a bank. Showing that a desire to succeed and the ability to put our clients first are more important than knowing (at this stage) how a mortgage works!
So, does this mean we now have 5 newly qualified advisers that will be instantly at the top of their game and challenging more established and experienced advisers? It would be fantastic if we could say yes but even though undoubtedly all graduates are incredibly enthusiastic and made some great inroads into knowing the role, we have to be realistic and manage expectations. We will always anticipate that becoming a successful mortgage adviser will take 12 to 18 months and there are lots of things to
learn, practice and become adept at during that time.
Clearly, this means that we need to continue to offer as much support as possible during that time. Those first 6 months especially can be quite daunting, so Craig continues to keep in touch with a structured programme of development that consists of a mixture of face to face training and single coaching sessions. Topics include: Broker Masterclass
An effective Social Media Presence
Sales Quality & how to spot Fraud
The importance of Protection and how to position it
And Coaching on a variety of topics
We get literally thousands of reviews in a quarter which make great reading, but here’s a couple of notable 5 star reviews demonstrating commitment to great service:
I recently had a fantastic experience working with ‘Benjamin Rizk’ while renting a house. From the very beginning, he was extremely cooperative, professional, and went above and beyond to help me secure the property. His friendly and approachable nature made the entire process smooth and stress-free. I truly appreciate the excellent service and highly recommend butters john bee to anyone looking for a reliable and supportive rental experience!
Most importantly, how did our delegates feel about the programme? Well, feedback included -
“Role playing actually turned out to be my favourite part, because it’s really improved my confidence.”
“The academy has given me a wealth of knowledge and so much confidence to the point that I feel ready to dive into the deep end and get out of my comfort zone.”
George was fantastic, we had such a tough experience due to solicitors and George was on hand every day to chase, give updates and do whatever he possibly could. I cannot speak more highly of him, he’s fantastic and professional and genuinely cares. If you’re lucky enough to get George as your main Estate Agent at Haybrook you can expect nothing but the highest of services.
John Phillips, Spicerhaart CEO Hi Everyone!!
In what is typically a quieter time for the market and sector, it’s been hugely encouraging to see that our branches and brokers have been very busy, thanks to the drive from our EA colleagues and brokers themselves... winning matters!
Only time will tell as to when we see another cut to the base rate. I believe there will be another shortly, especially as the Bank of England wishes to stimulate the economy. Nevertheless, it still feels like we are on a path of interest rate reductions!
Since my last update, we were able to celebrate two winners at the British Mortgage Awards, with Sarah-Jane Ashdown winning the General Insurance Broker award and Kirsty Dudek of Lavender Mortgages winning the Overall Broker award. Huge congratulations to them both and to all our seven finalists.
We have seen a steady increase of first appointments being booked, but we need to increase further with focus and tenacity!!
We have seemingly gotten over the general election, which along with the football and a number of other big distractions pushed many clients to take a step back in their moving plans, but now they are back.
Of course, we finally had the positive news of a cut to the base rate, which was frankly long overdue. This has undoubtedly given our brokers a lot more confidence when talking with our clients encouraging them to buy from us. The downward movement among lenders both prior and after the announcement has been positive too and demonstrates the competition in the market. I have had many conversations with the lenders who are dropping their rates and competition is at an all-time high, which is great news for our customers and of course for us as a business.
While hugely welcome, it’s safe to say we haven’t seen the full effects of all this just yet with the rates continuing to drop further. My prediction is that September will be a really busy month for the group with buyers coming back to the market. There’s no question that as a business, we are ready to respond to this with 20 new brokers joining in the next few weeks through our longstanding academy programme, as well as experienced brokers joining to bolster the already great team that we have. So, book these first appointments and let’s get these brokers busy helping all of us create sales!!
Resilience and hard work will certainly be a key trait for the rest of this year, particularly as we enter a period of potential base rate cuts and regular rate changes among lenders. While this will create additional pressure on brokers and their workloads, as well other parts of the homebuying and mortgage process, it’s important we keep delivering a first-class service that clients have no hesitation to recommend.
Away from the market, it’s great to see that Just Mortgages continues to attract and retain fantastic talent. Not only have we made some tremendous appointments in the employed division to best support our agency-based brokers and teams, as mentioned earlier, our renowned academy programme continues to provide a much-needed route into the sector for new broker talent.
We’ve continued to strengthen our self-employed division too. Alongside a real surge in broker applications, we’ve added real-world broker experience and expertise to our management team, enhancing our proven proposition and increasing the infrastructure around all our self-employed brokers. In addition, we recently announced our new partnership with Co-op Legal Services to enable brokers to support clients through a broad range of estate planning solutions. This joins a wealth of day-to-day support, mentoring and training available to all our brokers.
Our legal team headed by Jon Lay and his team is driving hard with support and coaching for the branch network with some excellent results that will make a big difference to the year-end P&Ls and 2025 business!!!
Our client survey referrals to Valunation have seen a surge since the last edition of Spicer Life with over 200 referrals and one member of staff earning over a £1,000!!!!! So keep them coming.
In PX and Corporate Sales, we continue to put more instructions into the branch network to create income and profits for everyone. Our client survey referrals to Valunation have seen a surge since the last edition of Spicer Life with over 200 referrals and one member of staff earning over a £1,000!!!!! So keep them coming.
I am hugely optimistic about the prospects for the second half of the year across all of our business areas, particularly as confidence continues to improve and clients respond to the positive changes in the market. These positive changes will only help to feed the appetite that is already out there and hopefully help to improve some of the clear affordability challenges brokers have been helping borrowers to navigate. If they haven’t already, now is the time for brokers to put in the ground work and build their profile in their local area, highlighting why brokers are best placed to help borrowers maximise the opportunities available in the market.
For over 20 years Spicerhaart Corporate Sales have been recognised by our clients for delivering a market leading service, consistently exceeding expectations. Since Covid we are having to deal with many challenging properties driven by Vulnerability and Mental Health issues which has meant we have had to evolve how we work.
Our staff are highly experienced and have faced every challenge that you can think of from hoarders, focus groups attending eviction(s) along with attempted and actual suicides. A lot of our estate agency colleagues are integral to our success and support in the management of difficult properties and situations on a local basis.
Some recent examples are Neelay Jivan at FJL who professionally supported someone with Mental Health Issues on the Assisted Sale scheme in his own time and also Danielle Lloyd from Haart Chelmsford who dealt with a tenant who had been
David Miller, Director of Corporate Sales
placed into a repossessed property after possession had been taken, her diligent approach protected the Spicerhaart brand and most importantly helped the tenant who was placed into a difficult position. Both of our colleagues helped us gain recognition from our client and raise the profile of Spicerhaart.
For those that don’t always see repossessions the pictures below portray some of the challenging properties that we have to deal with. Not all repossessions are like this though, we do deal with larger properties and our highest sale over the last few years has been for £10.3m.
We look to instruct our branch network wherever possible and you can make a real difference by delivering an outstanding service on any property that we instruct you on. We are measured on time to sell and also price achieved based on your appraisal and the RICS Valuation obtained, the better we do the more instructions we receive as we compete invariably against Connells and LSL.
The more instructions into our branches give us more FS opportunities so you can make a real difference in getting the best outcome on any Corporate Instruction we can instruct you on increasing income opportunities across the group from a single repossession instruction. As repossessions increase and we continue to secure new clients the support from our Estate Agency colleagues is going to be integral to our ongoing success.
Neil Knight, Director of Corporate Sales
This month we are delighted to report that continuing our expansion plans we have appointed Rosey Major as Business Development Manager to help drive new business from builders, developers and other corporate clients in the South. Based in the South East, Rosey will predominantly be working within our Orion Chapter, getting to know and assisting our colleagues with increasing instructions into your branches. Rosey brings more than a decade of experience from across the estate agency and property sectors including a spell at Haart Walderslade so really does understand our business! Rosey joins us from CR Real Estate in Kent where she held the position of New
Homes Director.
Speaking about her new role Rosey said “I’m thrilled to be back with the Spicerhaart group to take on this new challenge and exciting role. I’ve always liked the business and its culture as well as how it looks after its people. Having recently gone through the assisted move process myself and seen the value of the concept, the role presents a fantastic opportunity to use all my experience to support developers across the South”
Rosey joins us as part of the senior team at our part exchange & group clients division which has just smashed all of its targets for the half
year and is expanding quickly. Lindsay Storey our BDM in the North has an impressive 20 year track record with Spicerhaart and will continue working closely with Taurus who currently hold more than 70% of the available stock. Rosey is currently out and about meeting key contacts within our branches and potential developers and has already secured 2 new clients in her first few weeks! Her aim is to drive business within Orion to similar levels by working closely with the EA, L&NH and JM teams across the business. The wider PX-GC team is on track to deliver 1000 instructions into our branch network this year which together with MTV will deliver a substantial contribution.
We are delighted to welcome Rosey aboard.
Measuring how long it takes for a sale to reach exchange of contracts has been a long standing obsession of mine as you would expect, there are a number of sources available but the one I use is from Rightmove, it’s their ‘Days to exchange’ number and using the vast amount of data they have on homes being sold its based on a significant number of sales and I think it’s probably the most reliable one out there.
So, what have they told us? Well it’s an interesting one because they say its 120 days from sale agreed to exchange of contracts or 17 weeks, that’s the UK average. I’m sure you can see where I am going with this so I will tell you this, for us its 98 days, that’s 3 weeks faster!
Not only do our clients on average move 3 weeks faster there is also
Jon Lay, MD Legal Services
the issue of aborted sales, there was an article in the Trade Press a short while ago that backed up the long standing figure that around a third of transactions abort or ‘fall through’. Aborted transactions are an issue for our customers and for us as agents, over the years many efforts have been made to reduce this number but it has remained stubbornly high for as long I can remember in the 30 + years I have been an estate agent, for our Legal customers though it’s not so bleak, in fact its 15% or half the national average, we can’t get to 0% but we are able to double the certainty combined with moving 3 weeks faster.
For customers that lose their purchase it’s an expensive and fraught time, a buyer will lose the cost of the survey, and a big expense is the Searches, these are required and are a hugely
Right you will see the survey referral league tables for the year.
Having increased the referral fees for surveys to £75 in April, we are now making real progress with decent growth seen over the last few months. Obviously, August will always be a little quieter due to holiday season.
Equally, we are seeing some stand-out individual performances in particular, Alexander Pugh at Crookes- Just Mortgages and Jayne Edwards at Haart-Plymouth.
Well done to them, those listed right and the many others now making referrals each month.
Those that you refer may well thank you especially if they avoid any costly and unexpected surprises before moving.
You will have noticed that Group Marketing have been busy with Windows Cards and Table Talkers delivered to every branch and additionally new Valunation adverts have been ported onto the branch screens.
As before, promoting the benefits of surveys to our clients either securing a mortgage through us or selling through us and buying elsewhere remains a great sales opportunity for yourselves and the Group.
But more than this, it is great advice to our clients who are embarking on one of the largest purchases in their lifetime. It is literally a twominute conversation!
“Have you considered having a survey on your next purchase? – if not, why not, it may highlight any potential and costly problems”
It is estimated that fewer than 25% of purchasers commission a survey, so those that you refer may well thank you especially if they avoid any costly and unexpected surprises before moving.
valuable part of the transaction and cost almost £400. Here at Spicerhaart though our Legal customers have us on their side with our Search Pledge, if a purchaser has paid out for their searches with us and the vendor withdraws then we give that customer a free set of searches on their next purchase, recently one of our purchasers had a torrid time and had 3 vendors in a row withdraw! The frustration as you can imagine was huge however, they did have the comfort of our Search Pledge and we saved them nearly £700.
When we look at the benefits I have covered, 3 weeks faster to exchange, 50% less chance of an abortive sale and the security of our Search Pledge and not forgetting our Price Check service that I talked about in the last edition of Spicer Life it makes absolute sense to recommend our Legal to every one of our customers, we can set it all in motion for them with our £78 admin fee, that’s a small sum of money for a huge amount of peace of mind.
Paul Lancaster, Managing Director, Valunation
Emma Barber, Charity Chair & Trustee.
We are now entering into the final quarter of 2024 and our sights are firmly set on our Christmas trips. 13 bereaved families and 13 hospice care families will soon be enjoying the Christmas magic of Disney Land Paris and it’s all thanks to your hard work and dedication throughout the year. There has been a lot happening over the last 3 months and it has been great to see more people getting involved on a local level to raise money.
Sarah Banks in Doncaster has been constantly busy with Raffles, football pools, scratch cards and is really making a difference in bringing Magic Moments to life in her community.
Rianna Holden from Clacton lettings completed the Clacton Half marathon and Carlos Hernandez from the Land and New Homes team is busy training hard for the Great North Run.
On the note of success, I also had the pleasure of attending the annual Agents Giving annual awards. As a company we went in with our highest ever number of nominations, including ones for best company, best individual fundraising, best industry supplier (for Just Mortgages) and best creative fundraising.
I am delighted to say that Spicerhaart’s own literary master Greg Smith landed the award for best creative fundraising. Greg has a hidden talent for writing
children’s books and has managed to bring our loved Magic Moments cast of characters to life in their own series of illustrated books. We also give these books to the families on our trips, and they are very much loved.
With Christmas coming up they would make a great gift for any child, so if you are interested, they are available. We ask for a recommended minimum donation of £5 per book, please contact Greg directly for more information.
The last thing for this edition is to talk about things that are
coming up and how you can help, we have Halloween, Bonfire night, Diwali, and Christmas all coming up so please use your imagination, be creative and let’s see if we can really drive the charity through our communities.
We are also looking to bring back the ever popular 3 Peaks Challenge in 2025, there will not be an elite element this time so we are looking for people that would like to challenge themselves to complete the climb in a measured but sensible time. This is a group event so there are minimum levels of fitness required. Please email tom.charlesworth@spicerhaart.co.uk to register your interest.
The dragon boat race has moved to May 2025 more details to follow.
And lastly several people have suggested a Sky dive so again if this is something that would interest you and you feel you could raise a significant amount of money for Magic Moments in completing then again please reach out to Tom and register your interest
We appreciate that not everybody can actively fund raise, but there are other ways that you can participate one of those is by salary donation.
If everybody donated £5 a month, we would be able to double the trips that we do each year. Please email Emma Barber to agree your salary donation. Thank you again for everything that you are doing, we honestly would not be able to run these trips without the support of all you. It really makes the world of difference to these amazing families.
MATT CLARKE, HEAD OF IT
In the first quarter of 2024, we initiated a comprehensive review of our photography and video technologies to ensure we stay ahead of industry trends. This review has led to the launch of several key workstreams focused on assessing and upgrading our SLR camera hardware, image capture and editing software, and drone photography capabilities.
Drone Technology: A New Frontier
One of the most exciting developments has been in the area of drone photography. We’ve identified drones as a game-changer, offering high-resolution interior and exterior video and images, combined with aerial photography. This is a powerful combination that will enhance our ability to market
higher-value residential and commercial properties.
While we previously explored drone technology, we encountered challenges related to equipment costs and the expertise required for piloting drones. However, we’ve now overcome these hurdles by equipping our engineering team with the latest drone technology, enabling us to bring this unique selling proposition (USP) to life.
In August, our dedicated team of engineers (Chris, Clive, and Olly) have been fully engaged in research, study, and training to obtain their A2 Certificate of Competency (CofC) certification. This certification prepares them to pilot drones and spearhead the launch of a new service designed to enhance our marketing offerings.
The team’s expertise in managed bookings and travelling across the UK positions them perfectly to take on this new challenge. Their new skills will allow us to offer a consistent and innovative USP across the Spicerhaart Group, significantly bolstering our marketing capabilities and providing our clients with cutting-edge services. This initiative not only enhances your current offerings but also positions your team at the forefront of real estate marketing technology, ready to provide top-tier services to our customers.
One of the key Principles of UK GDPR is Accuracy. A company should take all reasonable steps to ensure the personal data we hold is not incorrect or misleading as to any matter of fact. If data is incorrect or misleading, a company must take reasonable steps to correct or erase it as soon as possible. Why am I raising this? I often find situations where we are calling previous vendors of a property that is now on the market – yet we helped that vendor move. Or where a tenant complains to us that they left the property, a year or two ago, and they are still getting contacted by us.
These circumstances are very different, I know, but they are both
cases where we, as a company, have been made aware of a change of address, yet we don’t keep the data in our systems matching reality.
For tenants leaving the rental address, it could be that the LetTrak record hasn’t been closed to match the tenancy agreement, or that a Change of Sharers hasn’t been arranged or completed. Yes I know that a Change of Sharer can be complicated, but without doing so, we are not complying with this key Principle. Everyone is responsible for keeping the data, we hold and use, accurate. If the main function for the overall business is to help people move house, lets ensure we stay in touch using the accurate data we have in the company.
When I first started out in the agency business, I made it a priority to do the basics well and keep one eye on cutting-edge marketing techniques in order to win … and keep winning.
That’s been the story of the past 30odd years and 2024 is no different.
We’ve had a storming first part of this year with over 10,000 booked valuations in January alone and that strong performance continued through Spring and Summer. Yes, there have been some challenges in the market, a general election, interest rate changes and summer lulls, but there’s always an element of that every year.
The consistent threads through our performance to date though are doing the foundational things well and keep on trialling new marketing tools and techniques. It’s been a brilliant collaborative effort up and down our funnels - the branch network, NEXUS and marketing all pulling together and executing best practices.
It’s worth reiterating the basics:
• Target the middle market: Threebed semis power most markets. Get those and you can control the price bands below and above. Build the chains and reap the commissions, FS and legals.
• 45% of instructions from canvassed listings: No ifs, no buts. Wear out that shoe leather, knock on those doors and reap the rewards.
• Boards breed boards: A sold board can generate two further booked valuations - free business for you. Get those boards up!
• Refresh: Stick to the process to refresh your listings. Be proactive and don’t lose your listings to another agent. Revisit them and adjust the price to gain new interest.
• Power of personal brand: Become the mayor of your marketplace. Be the most well-known, authoritative ‘go to’ agent when they are ready to start their journey.
• Video: Use your video tools and training to build your brand AND add more video content to your
Paul Smith, Spicerhaart Executive Chairman
listings - you’ll justify that higher fee, sell quicker and for more.
• Five Star Reviews: Social proof is key when vendors are choosing their agent. Build a solid portfolio of detailed reviews showcasing real-life examples of your expertise. Interview the best ones on video to spread the word.
• Keep In Touch: Work your data. Have a plan in place to stay connected. Don’t just become new business junkies. 50% of our database buy or sell in the next 10 years. There’s no such thing as a bad lead: keep in contact and you’ll make money.
Can You Hear That Knocking?
Talking of Love Letters … I’m actually heartened when I see other agents knocking us on social media. We’ve obviously got them a bit rattled!
39PooleRoad LONDON E97AE
Wehavealocalcouplewhowouldlovetoliveinyour area. Hello,OurpurchasersMarkandRachelwhoworkasadoctorandabusinessdevelopmentmanager haverecentlysoldtheirpropertyandhaveaskedustohelpthemfindtheironwardhome. Theyhavedecidedafterspendingmanyyearsintheirfirsthomethetimehascomeforthem toupsizeandwouldlovetofindtheironwardpropertyandremainwithinthelocalareathey lovesomuchwiththevibrantcommunityandfacilitiesonoffer. Iamwritingtoyouontheirbehalfasyourhomeisintheareaandpricerangetheyare lookingfor.Mark&Rachelarekeentofindtheiridealhomeratherthanrushapropertytransaction,so ifyouareconsideringamoveinthefuture,FelictyJLordHackneywouldhavetimetofind youridealnewhome.Theremaybeahomethatyouhavealreadyseenonthemarket. We canhelp.FelictyJLordusesadvancedtechnologyandlocalagentexpertisetohelpgetyou moved–evenifit’snotcurrentlyonthemarket. Homevaluesinyourareahaveincreasedslightlyorremainedstaticinthelast12months despitetheprevailingpricingtrendsinotherareas,sothat’sgreatnews. Ifyouarelooking tomoveinthenearfutureandwouldconsidersellingtoMark&Rachel,pleasegivemea
Wehavealocalcouplewhowouldlovetoliveinyour area. Hello,OurpurchasersRachel&Tomarelookingtodownsizeandhaveaskedustohelp
inyourareaastheylovethelocationwithallthefacilitiesithastoo
Iamwritingtoyouontheirbehalfasyourhomeisintheareaandpricerangetheyarelookingfor. Rachel&Tomarekeentondtheiridealhomeratherthanrushapropertytransaction,soifyouareconsideringamoveinthefuture,buttersjohnbeeCongletonwouldhavetimeto
OurpurchaserGeorgiawhoisaPharmacyTechnicianhasaskedustohelp
home.Theremaybeahomethatyouhavealreadyseenonthemarket. Wecanhelp. buttersjohnbeeusesadvancedtechnologyandlocalagentexpertisetohelpgetyoumoved–evenifit’snot currentlyonthemarket. Homevaluesinyourareahaveincreasedslightlyorremainedstaticinthelast12monthsdespite theprevailingpricingtrendsinotherareas,sothat’sgreatnews. IfyouarelookingtomoveinthenearfutureandwouldconsidersellingtoRachel&Tom,pleasegivemeacall.
Yoursfaithfully,
callyasshelovesthelocationandseesherselfsettlingthere.Georgiahasa5-year-olddaughterandwouldideallyloveto
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ndheridealhomeratherthanrushapropertytransaction,soifyouareconsideringamoveinthefuture,HaybrookChapeltownwouldhavetimetondyouridealnew home.Theremaybeahomethatyouhavealreadyseenonthemarket. Wecanhelp. Haybrookusestheadvancedtechnologyandlocalagentexpertisetohelpgetyoumoved–evenifit’snotcurrentlyon market. theHomevaluesinyourareahaveincreasedslightlyorremainedstaticinthelast12monthsdespite prevailingpricingtrendsinotherareas,sothat’sgreatnews. IfyouarelookingtomoveintheYoursnearfutureandwouldconsidersellingtoGeorgia,pleasegivemeacall. faithfully,
ndasecurehomeforthembothintheareasofS3orS5butopen tootherareasalsoto
Yoursfaithfully,
DavidIamwritingtoyouonhisbehalfasyourhomeisintheareaandpricerangeheislookingfor. iskeento
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callyashelovesthelocationwithallthelocalfacilitiesonoffer.Davidhasrecentlysoldhis othercurrentpropertyandideallywouldliketopurchaseabungalowclosetoamenitiesbutalsoopento propertytypes.
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Yoursfaithfully,
ndyouridealnewhome.Theretechnologymaybeahomethatyouhavealreadyseenonthemarket.Wecanhelp.Howardsusesadvanced andlocalagentexpertisetohelpgetyoumoved–evenifit’snotcurrentlyonthe market. theHomevaluesinyourareahaveincreasedslightlyorremainedstaticinthelast12monthsdespite nearprevailingpricingtrendsinotherareas,sothat’sgreatnews.Ifyouarelookingtomoveinthe futureandwouldconsidersellingtoDavid,pleasegivemeacall.
OurHello,area.Wehavealocalbuyerwhowouldlovetoliveinyour purchaserLillyhasaskedustohelpher
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Traditional marketing: boards, phone calls, and in-person interactions.
EllaBoddington
SeniorBranchManager Sam.Keyes@howards.co.uk Howardsis tradingstyleofSpicerhaartEstateAgentsLimited(RegisteredinEnglandandWalesno.04430726).
BranchEllaBoddington Manager TElla.Boddington@haart.co.uk 01234413297 haartisatradingstyleofSpicerhaartEstateAgentsLimited(RegisteredinEnglandandWalesno.04430726).
ce:ColwynHouse,SheepenPlace,Colchester,Essex,CO33LD. DataProtectionPolicy:Theinformationyouhaveprovidedwillbekeptcondentialbyus,subjecttocompliancewith DataProtectionlegislation.Itwillbeusedtoassistus providingyouwithatotalhomemovingserviceandwillbepassedoutsideofthegrouponlytocarefullyselectedandauthorisedthirdparties. youwishtoobtain copyoftheinformationw hold,orberemovedfromourdatabase,pleasecontacttheDataControlleratourregistered thinkhaart.
rst-timebuyerwithnochainandideallylookingtopurchaseathree-bedroomavailablepropertybutalsoopentootherpropertytypes.Shehasalreadyviewedpropertiescurrently howeverremainskeentosecureheridealproperty. LillyIamwritingtoyouonherbehalfasyourhomeisintheareaandpricerangesheislookingfor. iskeentondheridealhomeratherthanrushapropertytransaction,soifyouareconsideringamoveinthefuturehaartBedfordwouldhavetimetondyouridealnewhome.Theremaybeahomeagentthatyouhavealreadyseenonthemarket.Wecanhelp.haartusesadvancedtechnologyandlocal expertisetohelpgetyoumoved–evenifit’snotcurrentlyonthemarket. theHomevaluesinyourareahaveincreasedslightlyorremainedstaticinthelast12monthsdespite prevailingpricingtrendsinotherareas,sothat’sgreatnews.Thiscouldbetheperfecttimetosell.IfyouwouldconsidersellingtoLilly,pleasegivemeacall.
callyassheloves thelocationwithallthefacilitiesithastooffer.Shecurrentlyrentsintheareaandwouldliketo remainlocal.Lillyisa
• Investment: £eight-figure investment into marketing our brands and people.
• Portals: Great results from optimising our portal activity, taking out new products - over 50k requested valuations
• Search engine optimisation and new content driving more traffic and demonstrating our expertise - more than doubling our organic traffic over 2023.
• FLINK: Over one billion (yes, billion) impressions and 15 million clicks in the last year
• Google’s PMAX campaigns introduced with a 50% reduction in cost per lead.
• Specialist comparison sites introduced putting our brands in front of more eyeballs and delivering cost effective leads.
• Marketing automation improving our funnel conversion rates delivering £tens-of-thousands in incremental fee income
• World-class CRM and data integrations producing highly effective direct mail and email campaigns at scale and pace. Over one million Knock Knock, Justs, Love Letters and other direct mail pieces sent YTD generating multiples in returns
• More than seven million printed items landing across the country reinforcing you, your brands and your USPs.
Love letters are a recent case in point.
People are saying that we need to move with the times and get away from such old-school methods. Well, I’ll tell you that Steve, John and I have our fingers on the pulse of every marketing initiative and those recent mailings have generated multiples of the investment back in future fee income!
The same with canvassed listings, the same with Just Solds and so on.
I think there may be an element of jealousy there. We are, after all, the UK’s largest independent property group. With that comes best-in-class training, marketing, IT, data handling facilities and large databases of applicants. We
FLINK
impact.
can (and do) execute proven oldschool methods with cutting-edge tech to support our brilliant people.
Take another example of FLINK, our bespoke social media tool. Far from being an old-hat method to get eyeballs on your listings, it’s actually a super-efficient point of difference that other agents find difficult to match.
I was staggered when I saw that in the last year, FLINK has generated more than 1 billion impressions of our listings and our brands, plus over 15 million clicks from people interested in knowing more.
If that’s old-school thinking, I’ll take it every day!
We’ve still, however, got work to do.
If that’s oldschool thinking, I’ll take it every day!
We’re acutely aware that some of our creativity needs a refresh, some of the websites need their next iteration and we need to carefully introduce AI to automate some of the heavy-lifting tasks to allow you the time to do things that humans are best at, namely forming and building relationships with potential clients.
We’re on the journey though and will keep you updated with our progress. Plus, we’ve got a few not-so-little surprises up our sleeves soon!
To wrap up, let me once again press the importance of everyone doing the basics brilliantly and rest assured that we are constantly optimising what we have and looking to innovations from around the globe to further support great people in the field with topnotch marketing. Together, we’re setting ourselves up for a very bright future.
Stephen Bickers, IT Development Manager
When did you join Spicerhaart and what were you doing before?
I joined Spicerhaart in mid 2015. I have worked in many business sectors since completing my postgraduate studies at Edinburgh University. My first role was a trainee Actuary at PetPlan Insurance where I developed the mortality tables for cats, dogs and horses used to determine the premiums charged. It was at this time I moved into the heady world of IT and software development. I then moved into Foreign Trade Standards working with overseas customs departments to minimise fraud and implement container scanning technologies. Next was a role developing solutions for a mail order plants, flowers and stamps company, and my last roles prior to Spicerhaart were both Software consultancy working mainly for Financial companies and Government Agencies.
What led to your career in IT?
What has been your highlight so far working at Spicerhaart?
My highlights range from the multitude of applications developed and implemented, the use of data techniques to understand and support the various business areas within Spicerhaart and, of course, my work family. Over the years, I have always been proud of the dedication, flexibility and knowledge of the IT teams I’m involved with.
Tell us something about yourself that not many people know?
What’s the biggest misconception people may have about your job?
That we are focused on technology only. Technology is only part of the role – we are equally focused on user interaction, business knowledge and ensuring that we add value wherever possible.
I think IT people can sometimes be seen as basement dwelling nerds, only interested in sci-fi and staying out of the sun! Nothing can be further from the truth as we certainly like a party. Some of the biggest drinkers I have met over the years work in IT….and some of them are current Spicerhaart employees!
What’s your guilty pleasure?
In general, its red wine, something savoury or cheesy, and a handful of jelly beans. My guilty pleasure on a Sunday is watching the F1 and American Football.
List three things on your bucket list?
To complete my campervan build and going on adventures with my wife and dog.
My initial career aspirations was to continue my studies and work as an Actuary. Having secured my first role with PetPlan it was certainly part 1 of the plan completed! The role involved analysing large data sets using various IT techniques, and it was at this time that I discovered my affinity with technology. My academic back ground is statistics so software development felt like a natural extension for my logical mind. At the time I started with software development we were building applications using character based interfaces and green screens (…. and no, I’m not old enough to have worked on tape driven computer systems!). Things have certainly changed incredibly, and continue to do so, in the way we build applications now which is one of the reasons why I find my role so interesting.
I come from a farming family, my brother is a glass blower, I’m a father of 2 amazing (adult) children, and I rediscovered my love of Lego during lockdown (Star Wars, of course!)
I recently brought a big white van, and am part way through converting this into a campervan. Once completed, my wife and I will be taking our dog on many touring adventures around the UK and Europe.
If we could sell you a house, what would you look for?
It would be somewhere remote, no neighbours, a large garden for livestock to roam in, a few outbuildings or workshops, and near the coast. I don’t want much, do I? House-wise, something open plan with a large kitchen and deck for entertaining. Something with good eco credentials would be the icing on the cake!
To see my children happy and settled …. and ultimately, and hopefully, becoming a grandparent.
To either join the Barmy Army on a cricket tour, or tour with the Lions rugby team. Hopefully they will tour in New Zealand again as this would be a superb backdrop to watching amazing sport.
If you could invite three people to dinner either dead or alive, who would they be?
George Lucas - I’ve always been fascinated in his career and his mindset when filming Star Wars. Think he would have loads of interesting stories to tell.
Freddie Mercury - I grew up listening to Queen, and regret not seeing them play live. Such a charismatic individual, and if the chat dried up, it would be an amazing sing-along opportunity!
Sarah Millican - Very funny lady, always has me in stitches.