ESTATEAGENCY

YEARof the

2011

The 2011 Judges’ Report

ContentsMessages 2Estate Agency of the Year 2011 3Best Large Agency 4Best Northern Ireland and

Best Scotland Agency 5Best Medium Agency 8Best Small Agency 10Best Single Office Agency 12Best Innovation 14Best Marketing 16Best Customer Service 18Best Technology & Online 20Best Training & Development 22Best Newcomer 24Best Auction Agency 26Best Franchise 28Best Prestige Property 30Best New Homes 32Best Financial Services 34Conveyancer of the Year &

Best Large Conveyancer 37Best Small Conveyancer 38EAE Award for Outstanding Contribution 40Thank You to the Judging Panel 40Cecil Jackson-Cole Award for Corporate

Social Responsibility 42Supplier of the Year 45Winners Toolkit 46

2

A MESSAGE FROM THE ORGANISERSThese awards are the longest running in our industry and the on-goingassociation with The Sunday Times and The Times continues to add real value andcredibility, both for the winners and also for consumers who view them as abenchmark of excellence. This is the ninth year we have run the awards and anumber of records have been broken this year, including the number of firmsentering, and the number of entries overall. Most significant though is theimproving standards in the quality of entry submitted.

A MESSAGE FROM THE CHAIRMAN OF JUDGESThis is my opportunity as Chairman of the judging panel to congratulate all thewinners. I would also encourage those entrants who, on this occasion, did not gain the top award to continue reaching for gold. In my five years as Chairman I have seen that the competition is always close but that the chancesof gaining an award increase through continued application to the raising of standards.

Every year, we aim to improve and refine the judging process andI’d like to thank the panel for the time and commitment they putin to this exhaustive process. Led once again from the helm byThe Property Ombudsman, Christopher Hamer, with Peter BoltonKing acting as Arbiter, these individuals spend a great deal oftheir time reviewing the submissions then researching andinterviewing the agencies to ensure their actions substantiate theclaims made in the initial entry.

Without exception, the panel, who are all industry experts of thehighest calibre, commented that the standard of the entriesreceived was very impressive indeed, however a number ofentrants who might have won a medal based on their submissionand interview let themselves down when the judges posed aspotential clients - they just didn't walk the talk! One judgeregistered online with 19 agencies and only 3 made contactwithin 48 hours - this clearly highlights that whilst as an industrysubstantial improvements have been made there is still a longway to go.

It is important to us that these awards grow and evolve with theindustry and it is with this in mind that we have introduced newcategories this year for Auction Agency and Newcomer. Also, for

the first time, we are recognising the role of Conveyancers, byintroducing categories for Best Small and Best LargeConveyancer. Many of you have adopted new practices anddisciplines as the market grew tough, to the very higheststandards, and deserve to be rewarded accordingly.

Zoopla are once again our headline sponsors and we are thrilledthat they continue to endorse this event, and the industry as awhole. I would also like to thank our category sponsors, some ofwhom have supported us every year; we are extremely gratefulfor this continuing commitment. We simply could not run thisevent without them.

Having taken the decision to split the events last year torecognise Lettings and Sales as the separate disciplines they are, Iwould like to thank all of you for embracing this change. Thesupport from you for these awards is simply overwhelming and Iwould like to thank and congratulate each and every one of you.The clear desire to prove yourselves to be the best in the industrycan only serve to raise standards everywhere.

Peter KnightChairman, Estate Agency Events

I should emphasise to all entrants to the awards just how rigorousthe judging process is. Every submission is given a detailedconsideration by an individual judge, these are comprehensivelytested during a telephone conversation with the named contactat the agency and beyond that the judge will often carry out a‘mystery shop’. The individual judge’s findings andrecommendations are presented to the judging panel andsubject to robust challenge and discussion.

During the panel’s consideration one issue about agentperformance was highlighted. The ‘mystery shop’ exercises (eitherby telephone or e-mail) resulted in many instances of the judgeleaving a message for a return call because they were ‘interested’in a particular property or because they were ‘interested’ inselling. More often than not there was never a returned call and it

seems to me that if a simple technology route is employed toimprove business and the consumer experience, greater focus isneeded on how it is then used and reacted to by the firm.

The judges, whose names appear elsewhere in this report, allhave considerable experience in the property sector. They gaveup a significant amount of their own time to fulfil theirresponsibilities as judges and in presenting theirrecommendations to the panel for final decision.

I thank them for an interesting and challenging time.

Christopher J HamerThe Property Ombudsman

3

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

Overall Winner 2011

This is a business which is all about the personalservice. Understanding the reasons why and howcustomers engage, Romans takes these principlesand weaves them through its entire operationwithout exception and with huge buy-in from thestaff. Every action is undertaken for the benefit ofthe customer and it is rewarded for this approachwith excellent market share and a loyal client base.

With nearly 25 years’ experience, Romans is acompany which has been built on strongfoundations and its expansion to 17 branchesacross three counties is testament to the robustbase on which this business has grown.

It is evident that the team at Romans, from thesenior directors to the most junior negotiator, isaware of the lessons learnt over two decades ofbuilding a successful estate agency and withoutexception they harness this understanding andknowledge to keep moving forward with new andexciting innovations to ensure Romans remainleader of the pack.

Opening hours have recently been extended until10pm each night, and there is a dedicatedcustomer service department. Introduced as atwo-fold measure, this department provides aspecialist first point of contact for customers andenables sales leads to be allocated appropriatelyto the best team member for that enquiry. It alsomeans sales negotiators can use their time moreefficiently as they are spending 100% of their timedealing exclusively with motivated and committedcustomers who have already been qualified.

The breadth of services offered by this agency isimpressive indeed, covering off every permutationof what a customer may want or need during thehome moving process. Backed up by excellentcustomer service and expert staff, customers canrest assured that the standard of service theyreceive is second to none.

One of the key elements of the Romansphilosophy is loyalty and it is evident that theculture at Romans has given rise to a steadfast andpassionate team. Staff retention is excellent, andthis is due in no small part to the visionary trainingprogramme and belief in reward. Training isthorough, personal and ongoing and takes fulladvantage of high achieving individuals within thebusiness as well as external trainers, both on andoffsite. New starters undergo a 12 week trainingschedule which is an excellent introduction toboth the Romans ethos and principles, and setsthe standard for the investment which Romansmake in their team. This is followed up by bi-monthly reviews and regular mentoringsessions. Personal development outside therealms of estate agency is also encouraged and the teams regularly socialise together.

Technology and online is a major component ofRomans success and the website is a proven toolin driving customer enquiries. The website isexcellent - informative but clean and easilynavigable. Romans were early champions of socialmedia and blogging and the use of these toolsalongside commentary on industry developmentsand legislation is considered and effective,cementing their position as property experts.

Romans was Overall Winner at the Lettings Agencyof the Year Awards in June this year, and it isabsolutely clear that the high standards of itslettings offering is matched across the salesdepartments. The judges are delighted to publiclyrecognise and reward the Romans team with theother half of the set and we congratulate Romanson proving themselves to be the best in thecountry and taking home the Estate Agency of theYear Award 2011. Well done.

RomansESTATE

AGENCY

YEARof the

2011

OVERALL WINNER

Sponsored by

4

Introducing the award for

Best Large Agency

It is a pleasure to award the gold in this categoryto Connells for the second year running. Itssuccess in this category reinforces the view that ithas not rested on its laurels but has activelysought to build on the recognition of 2010 andstrive to improve its already exemplary servicestandards further. Quality shines at every levelfrom the people to the initiatives and from theservice to the systems and processes. The spendon training is unrivalled amongst its competitors

as is its staff retention rate and there is a realemphasis on promoting from within with schemesand programmes to facilitate this. The judges feltthis agency provides the best of good, down toearth estate agency, recognising that people are atthe heart of it. From the CEO down, every memberof the team understands this and they get thebasics right, knowing that profit and an excellentreputation will follow.

Connells GroupGOLD

ESTATE AGENCY

YEAR 2011of the

LARGEUK AGENCY

Shortlisted in 2010, Hamptons Internationalshowed itself to be a ‘joined up’ company wherethe team successfully bring together a number ofdifferent departments to cross sell and provide thebest and most complete service they can.Recruitment and retention is based on employingthe best in the business and free thinking is

actively encouraged with forums available for allstaff to share ideas and initiatives. This companydoes not just talk about a network but acts on it; it wins customers over for life and beds down therelationship through customer service andinnovation. Impressive.

Hamptons Internationalsilver

ESTATE AGENCY

YEAR 2011 of the

LARGEUK AGENCY

Another agency which was shortlisted in thiscategory in 2010 and has upped its gameaccordingly. Chancellors offers a bespoke,personalised service which is impressive in anagency of this size. Over the past year, they havere-written and re-designed all customercommunication to cover any and all advice whichmight be needed. Clever use of local branch sub-campaigns is innovative and resulted in amarked income increase. Chancellors’ IT system is

bespoke providing measurable parameters for theteam; built by in-house developers, it has freed uptime for the teams to sell houses. The training anddevelopment plan is impressive with personalmentoring available and a programme basedaround both technical awards and morevocational qualifications. Chancellors should becongratulated on fulfilling its desire to offer aservice solely based around the requirements ofthe customer experience.

Shortlisted

Andrews & Partners

ChancellorsBRONZE

ESTATE AGENCY

YEAR 2011 of the

LARGEUK AGENCY

Sponsored by

5

Introducing the award for

Best Northern

Ireland Agency

Introducing the award for

Best Scotland Agency

The passion of the team at this agency shonethrough at every level. Staff turnover is extremelylow and the judges believe this is due to thediligent and detailed training on offer to all andthe strong and continuous leadership. Training isextremely comprehensive with a great structure.In-house software engineers are constantly

refining the back office systems and web presencewhich has increased traffic and efficiency, with thebottom line increasing accordingly; 145% increasein leads is impressive. This agency reallyunderstands its market and offers a unique servicecoupling a customer centric, focused service witha value for money approach.

Slater Hogg & HowisonGOLD

ESTATE AGENCY

YEAR 2011of the

SCOTLANDAGENCY

The strong structure behind this agency isexcellent. It offers a huge range of services andinnovations from a Young Apprentice scheme topart-exchanges and from use of QR codes to videotestimonials. All of these are undertaken with aview as to how they aid the customer experience.There is a clear understanding as to the benefits of

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

McEwan Frasersilver

ESTATE AGENCY

YEAR 2011 of the

SCOTLANDAGENCY

A fairly young business, this agency has goneabove and beyond to expand its services andreputation in Northern Ireland, which it hasachieved with aplomb. It offers a completepackage to vendors across a variety of servicesfrom new homes to financial services and firsttime buyer packages. The determination and

passion felt by all the team is obvious and they areled ably from the top by knowledgeable andenthusiastic directors. The training programmeand use of technology and online is on par withthat offered by much larger agencies and it isreaping the benefit of big agency thinking withsmall agency care.

Pinkerton MurrayGOLD

ESTATE AGENCY

YEAR 2011of the

NORTHERNIRELANDAGENCY

It is clear this agency has a strong focus on clientcommunication, and it has gone from strength tostrength since opening five years ago, with provenannual growth. The directors have embraced useof social media and have enjoyed success via thischannel; they continually strive for innovation. The judges were impressed by the quality of the

advice offered to vendors and the accuracy of thevaluations is excellent, as is its market share. Amentoring programme has shown tangible resultsat grass roots level and staff retention is very goodindeed. The team at Michael Hannath should beproud of themselves.

Michael Hannathsilver

ESTATE AGENCY

YEAR 2011 of the

NORTHERNIRELANDAGENCY

8

Introducing the award for

Best Medium Agency

Sponsored by

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

RomansGOLD

ESTATE AGENCY

YEAR 2011of the

MEDIUMUK AGENCY

Gold - RomansThe priority at Romans is people and the directors see this as theirkey strength whether it is top notch staff or quality, committed andmotivated clients. It was evident at every turn that this is estateagency going above and beyond wherever it can; promising muchand delivering on what it says. The depth and breadth of thetraining and development is inspiring and the introduction of adepartment solely focusing on the customer service standards isbringing in reward daily. This business enjoys excellent marketshare, and it deserves it, with its attention to detail and passion forthe industry.

Silver - ProspectProspect offers a full suite of services with commendable vendorcontact and communication. The dedication to keeping customersinformed in a proactive and timely manner deserves specialmention. Staff are well trained at every level and the directors leadby example taking a keen interest in ensuring all the team are wellversed in every aspect of the business. Clever and considered use oftechnology is evidently appreciated by the customers, as they haveembraced the online services offered by Prospect.

Shortlisted: Beresfords

South East

Gold - CJ HoleThis agency understands that good customer service leads to salesand everything they offer is based around adhering to this ethos;they understand that the rest will then follow. This agency is wellliked in its location, not least because of the team’s commitment toCSR and active and involved support of local charities. The stringentyet engaging training plan is well received and this agency enjoysvery good staff retention. They should be congratulated on theirexcellent standards.

Silver - Wood’s Estate AgentsWood’s is a great example of how sheer hard work can pay off. Fromthe robust training to the investment in technology, the team hasn’tforgotten the basics of customer care and the value of their brandperception in the local community; innovative initiatives haveraised its profile and helped local charities. Investment in themarketing and PR materials has paid off and these quality materialsreinforce the quality service.

South West

Gold - James Pendleton James Pendleton is a fantastic example of an agency tailoring itsservices to exactly what its location and customer base demand.The team are absolute experts in their location and vendors andbuyers can be 100% confident that they will receive a top notchservice from this agency. Outstanding brochures are well writtenand friendly whilst remaining authoritative and informative. As arelatively new agency, its growth and profits are excellent and withthe attitude it has, supported by the dedicated team, it will only gofrom strength to strength.

Silver - Marsh & ParsonsWorking at Marsh & Parsons is not simply a job, it is a commitmentto the culture of the business. From the directors down, theconsistency with which they deliver quality service is inspiring andthey understand at every turn the importance of outstandingcustomer care reinforced by the best in technology. One recentmove is to make the website available across every phone app, notjust iPhones, which is innovative in itself, and the result of this moveis a 58% increase in mobile web visits. The sheer number of qualityinitiatives introduced and the proven results they reap is fantastic.

Shortlisted: Martyn Gerrard

London

9

Gold - Thomas Morris“Wow”, was the comment of the judges as to this estate agency. Itsmantra is Commitment to Quality and it displays this in droves.Partners lead by example and are income generators for thebusiness. An absolute commitment to social media and onlinepresence has reaped massive rewards in terms of brand awareness,enquiries and in positioning this agency as experts. Excellentmarket share is also due to this approach, and they are entirely ableto keep and retain a loyal customer base by always delivering onthe promises which attracted the clients in the first place.

Silver - Sharman QuinneyOver the past year, this agency has seen its sales increasesignificantly. A number of new initiatives have been launched andfollowed up by simple yet effective customer care. Its commitmentto its people is excellent and it enjoys excellent reciprocal loyaltybecause of this. The directors often employ people new to theindustry and train them the “Sharman Quinney” way, thus ensuringtheir knowledge and understanding of the business and the ethosis superlative.

Central

Gold - GoodchildsManaging to double their fees over the past two years despite the tough market conditions was only a possibility due to thestrong foundation and reputation of this agency. Every aspect ofthe teams performance is measured, with feedback givenaccordingly and the systems and processes changed in line withwhat’s working. Never afraid to evolve and change, clients who useGoodchilds can rest assured they are in the hands of an innovativeand reliable company.

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

Midlands

Gold - Manning StaintonThis agency should be congratulated on going above and beyondover the past year and raising its standards from an impressivesilver to an outstanding gold. The business has a palpable buzz andvibe to it and the panel commented that the services offered areexceptional. Manning Stainton really is a one-stop shop forcustomers and can help them across the entire moving experience.There has been heavy yet considered spend in the e-marketingarena which has proven cost-effective and productive for theresults they received, especially with the ‘Open Doors” initiative.

Silver - Gascoigne HalmanThe staff at this agency know their stuff and at every turn arecheerful, enthusiastic and knowledgeable. Engaging with thecommunity through their charitable efforts is indicative of theattitude of the team and Gascoigne Halman is held in great respectand affection in its location. The business is growing and movingforward across the board from market share and profits to theinvestment and commitment to training, technology and branding.

Northern

Gold - Peter AlanThis agency successfully combines small agency service with bigagency ideas, and it does this exceptionally well. With over 40 yearsexperience, it has established a large market share in South Wales.The team are encouraged to constantly seek ideas and newmethods to engage with the public and evolve the services, anapproach which they embrace with gusto. Recent innovationsinclude an initiative to cater to a niche market in their area, whichprovides extra services backed up by large household names suchas John Lewis.

Wales

10

Gold - Imagine An exceptional mix of old-fashioned values and courtesy coupledwith a fresh modern brand and highly professional staff, Imaginedeliver everything a truly great agency should. With a very highlevel of accompanied viewings and an absolute passion fordelivering the very best service possible this company looks youngand funky but has real depth of experience and a complete focuson being the very best on behalf of their clients. Their focus ontraining and rewarding their staff really shows in the superbfeedback from their clients.

Silver - Peter LaneA long established agency that prides itself on its 'back to basics'values and really knowing both their vendors and applicants well inorder to deliver the highest service and results. Built on a strongfoundation, this agency embraces the best of new ideas whilstunderstanding and fully utilising tried and tested methods. Withexcellent client feedback and some truly outstanding acts ofcustomer service above and beyond the call of duty they reallydeserve their silver medal.

Shortlisted: Horts

Central

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

Karl TatlerGOLD

ESTATE AGENCY

YEAR 2011of the

SMALLUK AGENCY

Gold - Wilkinson Grant & Co. The difference with Wilkinson Grant is that it starts with thecustomer, doesn’t make assumptions but introduces and builds onideas which deliver what the customer needs and wants. The entireteam really appreciates its local culture and community, maximisingwhat they can do both on and offline to deliver the best possibleresults, and offered numerous examples of going above andbeyond to deliver customer delight. Judges commented last yearon this agency’s consistent success at these awards and are pleasedto build on last year’s silver to award them the gold for their effortsin 2011.

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

South West Midlands

Gold - Greene & Co.Greene & Co. is an outstanding agency in every respect. Itsbranding is second to none and it uses every opportunity to tradeon its name with new initiatives and campaigns all based aroundthe “Green(e)” identity. CRM is strong and used effectively to mapcustomers’ lifestyles and harness this information for the good ofthe business and the customer experience. This is coupled witha CSR programme which is highly effective and embraced byevery member of the team, with clear effort made to ensure theyengage not only with potential customers but also give somethingback to the local community. Greene & Co.’s reputation speaks foritself. Excellent.

Silver - Anthony Pepe & Co.The ethos of this agency is based around three objectives:registering applicants; booking valuations and building rapportand every step is undertaken with the aim of achieving these goals.It is evident that this approach works on every level. The directorshave invested in both training and technology to great benefitfor the business. They have embraced the use of social mediato really engage with the community, with the results thatinstructions have increased. Customer care standards are especially impressive, as is their dedication to CSR and proactivecharity work in the local community.

London

Introducing the award for

Best Small Agency

Sponsored by

11

Silver - Sutton KershEveryone at Sutton Kersh is completely focused on what sellersneed, with a real concentration on sales progression. The emphasison training is exemplary and even the admin team are trained onthe technical aspects to enable them to really help the customers aswell. The judges were impressed by the implementation oftechnology in this business, and the approach of asking aninterested negotiator to design the IT systems to ensure it reallyfulfills the requirements of the business from a practical point ofview. Sutton Kersh has taken a family business with traditionalvalues and added top notch technology and systems to ensureclients get the best of both worlds.

Silver - Sarah Mains Sarah Mains marketing and branding is fantastic, and the fact thattheir promises are based on a real ability to deliver is the icing onthe cake. Innovative schemes and practices have delivered real,tangible benefits for the business and the loyal staff are clearlyengaged across the board, not least due in part to the thoroughtraining requirements and collaborative rewards programme. A high level of repeat business emphasises the success of thiscompany’s approach and outlook and they should be proud.

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

Silver - Guy LeonardGuy Leonard really do offer a quality service to their clients, from100% accompanied viewings to an innovative and free premiereselection service and excellent customer contact. Their use of socialmedia to involve and inform vendors and buyers is inspiring. Theenthusiasm and passion for delivering a great service is palpablewith this company. Coupled with professional photography andsome terrific example of 'going the extra mile' for individual clientsmakes the team at Guy Leonard deserving recipients of the silver.

Silver - White & SonsAn agent with old-fashioned values but who is at the forefront oftechnology with an excellent website. White & Sons offer not justsales and lettings but can put together a whole package ofprofessional departments from surveyors to planning andagricultural experts to aid their clients in receiving the very bestservice and price. This is an agent that really does feel like a safepair of hands, through its dedication, knowledge and forwardthinking approach.

Shortlisted: Elliot Lee

South East

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

Northern

Gold - FBM An outstanding estate agency - innovative, passionate andexceptionally efficient. FBM offer a range of services to best servetheir areas and client needs, such as Auctions and Holiday Lettings.Their embracement of technology has been done in a trulythoughtful fashion, their use of QR codes in particular and otherinitiatives clearly show that they are innovative without losing theconstant end focus of pure high quality customer service. Veryimpressive indeed.

Silver - Kelvin FrancisA really terrific agency that is genuinely part of the community andwho care deeply about giving their clients the best service possible.Their innovations such as working with the Welsh Assembly todeliver a better service for disabled clients and staff questionnairesto keep improving service are commendable. An agency whichreally knows its market, as proven by their numerous informativepress articles and appearances. The cohesive long-standing team isall working towards the highest standards, and should congratulatethemselves on their efforts

Shortlisted: Williams & Goodwin

Wales

12

Introducing the award for

Best Single

Office Agency

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

Robin KingGOLD

ESTATE AGENCY

YEAR 2011of the

SINGLEOFFICE

UK AGENCY

Gold - Lawrence RandThis company knows its business and is outstanding in everyrespect. Good market loyalty has been engendered through regularand thorough contact with both potential leads and committedcustomers. Its use of technology and online presence to improvebrand awareness, authority and market network is exemplary andthe panel were impressed by the business analysis it undertakesand how the directors use this information to improve and expandthe services. Demonstrating at every level an innate ability tounderstand and deliver on customer expectation, this agency is adeserving recipient for the gold.

Silver - HenleysThis agency was singled out for having a first class attitude. Theteam applies itself with a ‘can do’ application and down to earthvalues. It is these values which have given rise to a business ethoswhich is recognised in the local area as trustworthy, reliable andknowledgeable. The team’s every action reflects the client profileand requirements, turning opportunity into results and leaving nostone unturned in their quest for excellence.

Shortlisted: Brand Vaughan

South East

Gold - Robin KingThe office has changed the culture of its operation by rewardingthe staff on their customer service rather than solely on sales, withthe result that over 97% of clients rate the service received as eitheroutstanding or excellent. There is clearly a strong belief intransparency and honesty which is demonstrated in everyundertaking. Marketing materials and use of technology are strongand reinforce the high standards and knowledge on which thebusiness is built.

Silver - SwoffersThis agency has operated in Guernsey for nearly 40 years and itsexcellent reputation for dealing with a high-end yet complexmarket place is well deserved. Experts in their field, the team atSwoffers pride themselves on their quality and discreet service.From the moment of initial contact, clients can rest assured they arein safe hands. Substantial investment in rebranding and its onlinepresence was well placed and has enabled this premium agency tocontinue what it does best – customer care – but backed up by thebest in new systems and processes.

Shortlisted: Inspired Estate Agents

South West

Sponsored by

13

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

Central

Gold - Ayrton Wylie Silver winners last year, Ayrton Wylie is an excellent example ofsmaller agency work. Personal, discreet and reliable were thejudges’ comments and everything about this business reinforcesthis belief. Its marketing materials are impressive and the benefitsof employing an in-house marketing/PR person who knows thebusiness inside out are evident. Stringent measurement of everydeliverable has enabled the directors to make strong policydecisions based on fact and verified statistics; this ability andwillingness to constantly evolve and develop the company hasenabled Ayrton Wylie to grow and increase market share and profitin a way which is truly impressive.

Silver - FarleysFarleys is a family-run independent which has built its reputation onstrong foundations; the original founder’s daughter is the director.Specialising in an exclusive area of London, this agency knows itsstuff. The marketing collateral reflects not only this knowledge butalso the passion and affection in which the local area is held by theteam. The commitment of all staff is commendable, and there aremany examples of going above and beyond duty at all levels. Itenjoys good market share in a competitive location, which is mainlydue to the high level of excellent service coupled with the familyled philosophy.

London

Shortlisted: Thomas & Rose

Wales

14

Introducing the award for

Best Innovation

Silver winners last year, Streets Ahead want itsname to be synonymous with trust and everyaction is undertaken with a view to making thishappen. The directors believe that their brand andreputation speaks volumes for innovation and arealways striving to find new ways of deliveringoutstanding levels of customer satisfaction toclients and the community. Using a combinationof the external website, “All Agents”, and internalWOW cards to stimulate a competitive spirit withthe team, they used financial incentive to make

this work. Every time a member of the teamreceives a five star review on “All Agents’ theyreceive a financial reward, however a poor reviewresults in a fine which is given to a local charity.This agency is now ranked number one on thereview website and business has increased. Thisidea is a great example of how something simplecan achieve fantastic results; both staff retentionand the bottom line have increased, and they areactively helping the community.

Streets AheadGOLD

ESTATE AGENCY

YEAR 2011of the

INNOVATION

Perpetually successful in this category, it is apleasure to see this agency continue to innovateand challenge industry norms in a bid to increaseits service offering. Awarded last year for its iPhoneapp, Hamptons has gone one further anddeveloped its own iPad app. The fact that this apphas received an accolade from Apple itself statingthis is a great example of how the technology can

be used for the property industry shows howinnovative it is. The team also use the iPads as ahistory book which they can use to showcustomers the local areas, properties sold and thehistory of the agency. All members of the team areincluded in ideas meetings and the continuingsuccess of Hamptons proves theirs is an approachwhich works.

Hamptons Internationalsilver

ESTATE AGENCY

YEAR 2011 of the

INNOVATION

LSL has developed an idea called, “The Bridge’which is a powerful combination of technologyand people working together to produce a state ofthe art customer relationship model. The Bridgeacts as a contact centre, campaign managementhub and portal fulfillment operation, and indesigning this, LSL has implemented what itbelieves to be the next generation of estateagency. Implemented in just three months, the

efficiency and results are outstanding. The judgesfelt that the investment in time, people andtechnology demonstrated by LSL is brave but thisbelief in its idea is already paying off; over 11,000valuations have been generated for LSL branchessince November. The operation goes fromstrength to strength and it is a delight to publiclyacknowledge the excellence of the idea and theslick execution.

LSLBRONZE

ESTATE AGENCY

YEAR 2011 of the

INNOVATION

Sponsored by

16

Introducing the award for

Best Marketing

In a highly competitive category, the judges foundthat Your Move had created an extremelysuccessful marketing campaign, which deliveredon every level. Faced with the dilemma of losing arevenue stream at short notice, a novel andinnovative strategy was developed to combat thisissue. The campaign was implementedmeticulously and not only delivered the desiredresult but exceeded expectation by providing a

greater income than that which had been lost. In atime when it is becoming ever more necessary forthe industry to come up with new and innovativeideas to expand income-generating opportunities,the idea developed by Your Move will be one thatmany people in the industry will look to mimic.With this in mind, the panel found this highlysuccessful marketing campaign deserved gold.

Your MoveGOLD

ESTATE AGENCY

YEAR 2011of the

MARKETING

In a market which is occupied by niche players,Hamptons decided it could make its mark on theequestrian sector. The panel were impressed bythe simplicity of the idea, which was investigatedafter the team realised they had enough expertisebetween them to justify opening this newdepartment within the existing structure. Theclarity and goals of the campaign were easy toquantify and deliver with the result that Hamptonsexceeding the targets it set itself. The marketing

department has clearly worked hard to implementan idea presenting Hamptons as experts in thisspecialist area through attractive and thoroughcollateral and a well designed web presence, bothof which are backed up by knowledgeable andprofessional staff. Bringing together manyresources within the existing business and usingthese to build and action a successful campaignmade Hamptons worthy silver winners.

Hamptons International silver

ESTATE AGENCY

YEAR 2011 of the

MARKETING

As a small agency, Wilkinson Grant displayed anuncanny ability to cover all the bases and itsmarketing paraphernalia belied the fact that it is atwo-branch company. The material was new, eyecatching and inspirational and the judges felt thatthis raised it to a level with the largest marketingspenders in the industry. Despite this the teamwere also able to maintain the local, intimate and

approachable feel that many members of thepublic still demand. It was this ability to match alarge agency mentality with small agency servicewhich particularly impressed the judges; there isno question that the initiatives are new andinnovative, ensuring that Wilkinson Grant & Co.stays ahead of its competitors.

Wilkinson Grant & Co. silver

ESTATE AGENCY

YEAR 2011 of the

MARKETING

Shortlisted

BeresfordsJames Pendleton

Sponsored by

18

Introducing the award for

Best Customer Service

In the words of the judging panel, the customerservice standards demonstrated by Karl and histeam, “blew [their] socks off”. Without exceptionthe entire team shows not only outstandingknowledge but a desire to act on this and sharetheir expertise with the customer. This approachhas led to impressive levels of repeat business andcustomer loyalty which is very rarely seen

elsewhere. Karl and his team understand what it isto be a customer and how to harness thisinformation to make clients feel special. Emailresponse time was excellent and personal, as wasevery contact with this agency. The team shouldbe thrilled with the gold award whichacknowledges their faultless and impeccableservice. Well done.

Karl TatlerGOLD

ESTATE AGENCY

YEAR 2011of the

CUSTOMERSERVICE

Marsh & Parsons displays an excellent standard ofbest practice in all areas. Across every discipline itis apparent that the company ethos is practised byeach member of the team and this is due in nosmall part to the strong management; thedirectors are absolutely in touch with whathappens at grass roots level in the offices and leadby example at every turn. Their local knowledge is

second to none and the judges were impressed bythe trust placed in them by the customers; repeatbusiness levels are high. All the team worktogether to implement new initiatives andsuggestions; involvement is actively encouraged.A fantastic business operating on high levels ofintegrity and honesty; it is well respected and likedin its local areas and the silver is well deserved.

Marsh & Parsonssilver

ESTATE AGENCY

YEAR 2011 of the

CUSTOMERSERVICE

The director at Goodchilds stated that, “customerservice is a key element; not just something wetalk about”, and the team clearly put their moneywhere their mouth is where the standards ofcustomer care are concerned. They ensure thatwhat they promise they deliver, and this approachhas reaped dividends in maximising goodwill withthe local clientele. Careful consideration has been

given to the dovetailing of traditional customercare against heavy investment in usefultechnology and Goodchilds does this well. Thejudges particularly commented on the way inwhich the team mentioned occasions whereproblems had been encountered and how thesehad been resolved to give the best outcome for allparties. Brilliant.

GoodchildsBRONZE

ESTATE AGENCY

YEAR 2011 of the

CUSTOMERSERVICE

Shortlisted

Greene & Co. Hamptons International

Sponsored by

20

Every activity at Romans is undertaken aftercareful consideration as to direct impact oncustomer experience and its technology andonline service is no exception to this. The usabilityof its website is excellent and optimisation of SEOensures it reaches the maximum number ofcustomers through the internet. The call centre isopen until 10pm every night and use of backoffice tools means they can harness the details of

conversations with customers to really drill downto their requirements and tailor the serviceaccordingly. The speed with which they are able torespond to enquiries is testament to the thoughtbehind this system, and the judges wereimpressed with how quickly they were able tospeak to a member of the team. Romans deservethe gold.

RomansGOLD

ESTATE AGENCY

YEAR 2011 of the

TECHNOLOGY& ONLINE

White & Sons demonstrated an excellent overallapproach to their technology and online offering.Within their local area they showed demonstrable‘firsts’ with many initiatives in this discipline. Thewebsite is clean, clear and easy to navigate and itmanages to provide depth of information withoutbeing overwhelming. Their mobile site and appwas impressive and there is evidence of high

usage of these facilities with customers, andgood feedback on them accordingly. The team atWhite & Sons are all knowledgeable about socialmedia and SEO and work together to back uptheir strong technology and online offeringwith excellent customer service standardsand efficiency.

White & Sonssilver

ESTATE AGENCY

YEAR 2011 of the

TECHNOLOGY& ONLINE

Introducing the award for

Best Technology

& Online

Shortlisted

Manning StaintonTucker Gardner

Sponsored by

22

Introducing the award for

Best Training

& Development

Silver winners in 2010, the team at Thomas Morrishave built on their already high standards and thejudges were thrilled to award them the gold in2011. The directors showed that their belief intraining is key to the development of the wholecompany, and they act on this ethos accordingly.Their insistence on feedback, whether good orbad, is brave and refreshing and demonstrates theoutstanding commitment to clients. The dedicated

training sector of the business enjoys usage of thepurpose built training centre, which also hasbreakout rooms for seminars. Every singlemember of the team is reviewed individually andtraining is covered according to individualrequirements. We look forward to seeing what thisagency will undertake next in their continuingquest for excellence.

Thomas MorrisGOLD

ESTATE AGENCY

YEAR 2011of the

TRAINING &DEVELOPMENT

This company has its feet firmly on the ground;particularly impressive is the commitmentundertaken by the partners to the staff, whichclearly benefits the whole group and results inmagnificent service. It is evident that that theextensive budget put aside for training hastangible results; the budget has been quadrupledover the past year and profits, customer loyaltyand staff retention has also increased in line with

this, demonstrating that this investment was wellconsidered and well executed. This agency has itsown training suite, using it to great advantage byrunning regular internal training as well as withexternal trainers, and the team is asked for theirinput on the programme meaning they have realbuy-in as to what they’re learning. Streets Aheaddemonstrated a well-rounded and thoroughapproach to its training and development offering.

Streets Aheadsilver

ESTATE AGENCY

YEAR 2011 of the

TRAINING &DEVELOPMENT

For a small agency, the attitude towards training isexemplary. This year, over 15 members of the teamhave gained qualifications, going on to level twoof the technical awards, and the professionalismand knowledge of all staff is exceptional. The resultof this commitment to qualification not only reapsgreat benefit for the customers and the brand buthas also resulted in every member of the team

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

Karl TatlerBRONZE

ESTATE AGENCY

YEAR 2011 of the

TRAINING &DEVELOPMENT

Sponsored by

24

Introducing the award for

Best Newcomer

The judges felt this agency is an excellent exampleof how to set up a new business in our industryand the team at Zoe Napier clearly deserve thegold award. The directors are extremelyexperienced in the equestrian and countrysideproperty market and this credibility andknowledge has led to a clear differentiation fromtheir competitors. It was evident that the team iswell respected in the equestrian world, with thedirectors often featuring as commentators inequestrian publications; an approach which has

served to increase customer enquiries and loyalty.For a young business, they have very quickly builtup a strong reputation and brand awarenessthrough clever and considered use of social media,the internet and traditional advertising. Thebranding is slick with a touch of humour and willappeal to the customers they are aiming at. Thelevels of stock and the profitability shown in thefirst year of trading is impressive, as is the growthplan and the panel are looking forward towatching this agency go from strength to strength.

Zoe Napier Country & Equestrian GOLD

ESTATE AGENCY

YEAR 2011of the

NEWCOMER

This agency demonstrated at every turn that it hasbuilt a good brand through great advertising andmarketing collateral and a focus on repeatbusiness through strong customer service ethicswhich is second to none. From the director downto the most junior member of the team, the judgessaw passion and enthusiasm demonstratedthroughout. It was clear that they enjoy a good

relationship with customers and the entire team isactive in the local community; commitment to CSRis high on their list of priorities. Endeavouring at alltimes to offer a fantastic level of service, even aftercompletion, the excellent customer testimonialswere a joy to read and the panel commented thatif every agency was like this one, it can only be agreat thing for the industry. A well deserved silver.

Harpers & Hurlinghamsilver

ESTATE AGENCY

YEAR 2011 of the

NEWCOMER

Sponsored by

26

Introducing the award for

Best Auction Agency

This agency is the pre-eminent auction house inNorth Wales and at every stage of the entry andjudging process, it was clear why. Both directorsand the rest of the team have vast knowledge andexperience in the auction discipline. The businesshas grown year on year as has their fee income.Since launching in January 2009, this uniqueauction brand, and first National Auction house inWales, has grown to 27 offices. Sales are held everyten weeks with around 40 lots per auction, and the

company has sold more than all their competitorsput together; an impressive statistic. Innovative intechnology, the directors actively seek to designnew apps to help the business and the customers,with the result that the auction processes in placeare slick, clean and efficient. This auction businessmarries the best of modern methods withtraditional values and the team deserve the gold award.

All Wales Auction GOLD

ESTATE AGENCY

YEAR 2011of the

AUCTIONAGENCY

In just over two years, the success of this agency isimpressive, holding auctions with 40-plus lots,every six weeks. Ambitious plans to increase boththe number of lots and the geographical area ofoperation over the next year are achievable andwill serve to increase the reputation and incomefor the business. A fresh approach to themarketing materials made available to customershas reaped reward and it is clear the directors seek

to offer a friendly and easily understandableservice to potential customers. The introduction of extra reports and collateral on properties isexcellent and has enjoyed good feedback fromclients. There is a strong emphasis on clientcontact via an assortment of media and thewebsite is clear and easily navigable. This agency should be proud of its offering.

Auction House –

Leeds, Bradford & Wakefield

silver

ESTATE AGENCY

YEAR 2011 of the

AUCTIONAGENCY

Sponsored by

28

Introducing the award for

Best Franchise

The judges commented on the excellentachievement and success which Auction Househas enjoyed across both the auction and franchisesectors. As the fastest growing auctioneer in thecountry, it has not substituted quality for growthand its franchise offering is excellent. The aim ofthe directors is to build a strong and widespreadbrand through their franchise operation across thecountry and there is much evidence that this aim

is being met through their actions. Theinfrastructure is robust and franchisees will seetheir financial investment met within 12-18months, so can be satisfied that their cash flow willbe positively impacted. Marketing is undertakennationally which has increased brand awareness.Both franchisees and customers can be confidentwhen using this business, due to the highstandards designed and adhered to by all.

Auction HouseGOLD

ESTATE AGENCY

YEAR 2011of the

FRANCHISE

Xperience continues to impress with its franchiseoffering as shown by its success in this categoryyear on year. The current MD has been involvedwith the franchise since day one and thisdedication and commitment is endemic in thiscompany. This last year has seen heavy investmenton developing its technology and online offeringas well as re-branding across the four brands andan increase in the level and quality of the

marketing materials available to franchisees. Alloffices are fully compliant and there is a heavyemphasis on continuous professionaldevelopment; regional conferences are held twicea year to update and educate franchisees. The last12 months has seen a 100% renewal from existingfranchisees and this faith in the parent operation isdue to the excellent infrastructure and offeringfrom Xperience.

Xperiencesilver

ESTATE AGENCY

YEAR 2011 of the

FRANCHISE

Goodchilds also continues to shine in thiscategory. It is a fairly small franchise with only 14offices however it demonstrates a franchiseoffering which would be exceptional in a muchlarger business. Its ambition and dedication togrowth is admirable and based on a strongfoundation, leaving the judges certain it willachieve what it sets out to. Started as a franchisebusiness, the developed infrastructure is clearfrom the outset. The directors lead by example

and remain at grass roots level as well as providingthe direction of the business. Training is excellentand thorough and the initial package available tothe franchisees is impressive; new owners are wellequipped to hit the ground running. Plans to growthe business over the next couple of years will nodoubt develop and the panel commented on theexceptional care and attention demonstrated byall at Goodchilds.

GoodchildsBRONZE

ESTATE AGENCY

YEAR 2011 of the

FRANCHISE

Sponsored by

30

Introducing the award for

Best Prestige Property

Last year, the judges noted that Fine & Country,“offer an unrivalled consistency of qualitybranding and high standards across every aspectof this niche market”, and the fact that it has beenawarded the gold in this category for the secondyear running reinforces this belief absolutely.Clients recognise and trust this brand, realising thepromises made are backed up by expertknowledge and clear understanding of thedifferences in service, availability and knowledgerequired by clients shopping for prestige homes.

Equally as impressive is the scope in which thisagency operates; offices are located in far flunglocations around the world and the directors haveput in place robust measures to ensurecommunication between the teams is faultlessand that clients have access to view amazingproperties around the globe. Fine & Country don’tjust offer clients a taste of properties available;they also show them the lifestyle which goes with it. Inspiring.

Fine & CountryGOLD

ESTATE AGENCY

YEAR 2011of the

PRESTIGEPROPERTY

With over 20 years trading experience in theprestige market, Gascoigne Halman dominatesthis market in their area of operation. This business has a substantial number of offices in the north-west region, and has established anexcellent reputation as experts in the luxury andprestige markets. Quality marketing materials areinformative and reflect the values of the agencyand its offering. Bespoke packages are created for

each property and potential buyer, so customersfeel they are truly receiving a personal service withthe added effect that the property details can betailored to reflect exactly what the client wants.Even the design and layouts differ to reflect thecustomer. Contact with branch managers isavailable whenever and wherever the customerdemands it and they are operating on the back ofa proven and effective track record in this area.

Gascoigne Halmansilver

ESTATE AGENCY

YEAR 2011 of the

PRESTIGEPROPERTY

At Zoe Napier, the team live the brand. A veryyoung agency, this business has experts inequestrianism at the helm and they are widelyheld to be the agency to use as far as prestigiousrural property is concerned. Starting out as“Equestrian Specialists”, they have expanded theirbrand and offering to include high-end, specialistproperties; an approach which has captured theimagination and enthusiasm of customers and theteam alike. Fully compliant, they are also membersof the Countryside Alliance and the Country

Landowners Association and the entire team takesa keen interest and involvement in rural matters,with the result that customers know they arebuying from people who understand their market,issues and requirements. The branding is quirkyand communicates the message of the companywhilst remaining fresh and fun. Regularappearances and commentary from directors inequestrian and country publications hascemented their authority – the brand is wellrecognised and well respected.

Zoe Napier Country & Equestriansilver

ESTATE AGENCY

YEAR 2011 of the

PRESTIGEPROPERTY

Sponsored by

32

Introducing the award for

Best New Homes

Putterills knows its Hertfordshire market inside outand therefore the developer product for thatmarket. The team consider themselvesambassadors for each new homes developmentand offer a whole range of services from land anddevelopment appraisals through salesprogression. Working on the ethos that, “peoplebuy people first”, they strive to deliver apersonable service and this approach is rewarded

by fantastic builder and buyer testimonials and aloyal client base. The marketing is strong andproactive and reinforced by innovative ideas. Thedirectors demonstrated excellent knowledge ofNational Planning Policy Framework and localismissues and have worked hard to engender a strongrelationship between local councils and thedevelopers to enable sustainable development.

PutterillsGOLD

ESTATE AGENCY

YEAR 2011of the

NEW HOMES

The new homes department at Hamptonsprovides an end-to-end developer solution. Thereis a strong development consultancy, which hasbeen put in place to identify opportunities, whichit does well, from J.V.’s to urban regenerationprojects and working up planning consents. An in-house team researches market analysis andgives commentary which cements Hamptons

position as experts in its field. Reinforcing this isthe extensive training programme for staff on firstweek of employment including additional newhomes specific training and the hosting ofindustry seminars. Hamptons new homes offeringis based on pricing, design and viability and itachieves these aims with gusto.

Hamptons Internationalsilver

ESTATE AGENCY

YEAR 2011 of the

NEW HOMES

There is an endemic desire amongst all staff tobuild strong relationships across the business andwith developers. This attitude and knowledge ofthe team is well received by developers who areclearly impressed with range of services; the factthat they have just valued 39 sites for onedeveloper is testimony to this. This new homes

department is an emerging force in this disciplinebut it has hit the ground running and is already amajor player. Particularly impressive is the PartExchange Hub which is well marketed andefficient but based on strong back office systemsand excellent customer care standards which givescustomers the best of all worlds.

Shortlisted

BeresfordsConnells

LSL Land & New HomesBRONZE

ESTATE AGENCY

YEAR 2011 of the

NEW HOMES

Sponsored by

34

Introducing the award for

Best Financial Services

It is an absolute thrill to make it a gold hat trick forConnells in this category. Year on year itdemonstrates a knowledge and commitment to itsfinancial service offering which is absolutelyoutstanding and it thoroughly deserves to win thegold for a 3rd year running. At a time when manycompetitors are scaling back, Connells hasinvested heavily in this area, increasing thenumber of brokers by 40%. The services offered byConnells are based on thorough and in-depthknowledge of this sector however it continues to

innovate with its offerings; new ideas andcampaigns introduced have improved repeatbusiness and with this, customer loyalty andprofits have increased accordingly. Buyerincentives strengthen the relationship betweenbuyer and seller and has reduced transaction fall-through rate. All groups of customers aretaken care of with strong products and services for everyone. We look forward to seeing evergreater things from Connells next year.

Connells GroupGOLD

ESTATE AGENCY

YEAR 2011of the

FINANCIALSERVICES

Bronze winners in 2010, Your Move impressed withits continued dedication to a thorough andpersonal service and it is clear it has upped itsgame over the past year; an approach which isrewarded with the silver this year. A strong focuson training and preventing issues has paiddividends and the entire team is on board with apro-active and positive approach. 95% of clientssign up for future contact, a statistic whichwouldn’t happen without a great service and

fantastic staff. This company has continued tothrive and grow in the market and has workedhard on finding business through its existingdatabase and customer loyalty. A “Quick Quotes”service is reaping rewards and sets Your Moveapart from the competition. All employees takegreat pride in ensuring they adhere to the ethos ofthis initiative, and it works with a considerabledegree of success.

Your Movesilver

ESTATE AGENCY

YEAR 2011 of the

FINANCIALSERVICES

Romans takes its financial services very seriouslyindeed with the view that a robust productportfolio and excellent staff training makes themoving process a slick and efficient one forcustomers. The service offered is very personal;any complaints are dealt with by directors andclients are given the direct line of the persondealing with them so access is ensured and theclient knows they will speak to someone who is

fully aware of any issues and is who working toresolve them. A telemarketing team has beenestablished to operate a lifestyle diary system andensure regular (and again, personal) customercontact. Myflower.com is an idea introducedmeaning customers can access their notes 24/7online and see exactly how their case isprogressing. A nice touch.

Shortlisted

Reeds Rains

RomansBRONZE

ESTATE AGENCY

YEAR 2011 of the

FINANCIALSERVICES

Sponsored by

Conveyancer of the Year

AshfordsESTATE AGENCY

YEAR 2011of the

CONVEYANCEROF THE YEAR

37

Shulmans impressed with its average time toexchange and it reports an impressive satisfactionrate. Working closely with brokers and agents, theteam at Shulmans are highly trained and it is clearthey actively endeavour to offer a top notch levelof customer care at all times. There is a thoroughtraining and development programme in place

and complete transparency of progress as far ascustomers are concerned. An automatedmanagement system takes care of all regularsystems and provides checks. The partners areactive in the industry forums and have helpedshaped policy, which reflects the values andknowledge they possess.

Shulmanssilver

ESTATE AGENCY

YEAR 2011 of the

LARGECONVEYANCER

Ashfords

Introducing the award for

Best Large Conveyancer

It is clear that Ashfords understand the nature ofthe relationship between agent, customer andconveyancer and work hard to exploit this for themutual benefit of all parties. Integrated trainingsessions are undertaken between agents and itsown staff to build relationships and address andsolve issues for both sides. Training at Partner level

is also disseminated to the teams and all areencouraged to understand every working of thebusiness to ensure excellent service. The casemanagement system is very good indeed and isused to great efficiency, allowing the team tospend their time on personal customer care, withall involved confident that every need is being met.

GOLD

ESTATE AGENCY

YEAR 2011of the

LARGECONVEYANCER

Shortlisted

MyHomeMove

Sponsored by

Introducing the award for

Conveyancer

of the Year

With the conveyancing process being such an important aspect of the moving process, the organisers felt that it wasright that the hard work and dedication of the best conveyancing companies is now recognised. As such 2011 has seenthe introduction of awards for Best Small Conveyancer (1-15 fee earners), Best Large Conveyancer (15 plus fee earners),and overall Conveyancer of the Year.

The industry has come a long way in the last decade and continues to react well to the new challenges it faces asinnovative firms seek to improve the home moving experience, whilst supporting and working with estate agencies todeliver outstanding customer service.

Sponsored by

38

Introducing the award for

Best Small Conveyancer

This firm demonstrated an excellent customerservice ethos throughout; strong processes andimaginative problem solving were evident acrossthe board. There were numerous proven examplesof the team going above and beyond to helpcustomers. References from agents are exemplary;the entire team works hard to foster good

relationships with the agents and they enjoy jointtraining and social events to aid this approach. Thepanel were pleased with its turnaround time fromsale agreed to exchange; this is helped in no smallway by top-notch systems and processes; with97% of customers saying they would re-use thisfirm, theirs is clearly an approach which works.

Awdry, Bailey & DouglasGOLD

ESTATE AGENCY

YEAR 2011of the

SMALLCONVEYANCER

This business takes a collaborative approach in allit undertakes. Its working ethos is based on robustpractices and tried and tested methods;technology is used to aid this rather than replacethe personal touch. Solid data measurestimescales and client contact and at every turn thepartners strive to continuously improve these

already pleasing results. Lead generation andreferrals are strong, mainly due to thecommunication between all parties and it has aclear claims record. Regularly audited, thedirectors share the results with the agents so theclient in turn can see them and be reassured theyare in safe hands.

Advantage Property Lawyerssilver

ESTATE AGENCY

YEAR 2011 of the

SMALLCONVEYANCER

Cunningtons enjoys a 98% approval rating; theback office standards are outstanding and thedepth to which the team is trained is exemplary.There is an emphasis on continuous professionaldevelopment and all aspects of customer care ismeasured. Regular meetings are held on a varietyof topics from best practice to reviewing call

records and client surveys as well as back to basicscoaching. The past 18 months has seen thedirectors review their conveyancing processeswith the end result being an efficient andstreamlined system which does not compromiseon standards.

CunningtonsBRONZE

ESTATE AGENCY

YEAR 2011 of the

SMALLCONVEYANCER

Sponsored by

40

Estate Agency Events Award for

Outstanding Contribution

to Estate Agency

Rosalind Renshaw

We are thrilled to publicly acknowledge Rosalind Renshaw for herdedication and commitment to the estate agency industry over the past30 years. It is without a doubt through her editorial expertise and razorsharp commentary that her work and attitude has directly influenced andshaped our industry for the better.

Journalism is much like estate agency in that to truly know and understandone’s field one must start as a junior, understanding that it is only throughsheer hard work and focus that one can be promoted through the ranks,gaining knowledge and expertise on the way.

In this way, Ros started her career as a cub reporter in local newspapers, moving to local radio and then tothe nationals, a period which included several years’ tenure at The Times. It was in the early 1980’s that shefirst discovered her vocation for property writing when she was charged with editing what were probablythe very first editorially-led property supplements in regional newspapers. She admits to having beenhooked on property ever since, and in every action, she clearly demonstrates a palpable affection andaffinity for agents.

During her career, Ros has seen the industry go through two significant booms and busts and is extremelyvocal about her admiration of estate agents and their resilience, dedication and resourcefulness. Not oneto shy away from controversy, Rosalind is also a champion for consumer rights as far as the industry isconcerned and has publicly commented where she thinks it is appropriate on ways in which agents canimprove the public perception of our industry through positive action. Through her own work, sheshould also be congratulated on directly impacting the improved opinion consumershave of estate agency.

For many years, the editor in chief of trade magazine, The Negotiator, Ros saw this publication through the birth of the internet revolution which she says was a very exciting time, as far as both her writing wasconcerned and also for business. This excitement has continued with Ros’ position as editor of onlinepublication, Estate Agent Today, and several of its sister titles. This is despite officially retiring several years ago!

Throughout her career, Rosalind Renshaw has provided a valuable news service to the industry, bothreporting news and shaping it. She has stated a desire to carry on in this important role and we lookforward to watching her continue to work for the good of the industry.

ESTATE AGENCY

YEAR 2011of the

OUTSTANDINGCONTRIBUTION

Christopher Hamer, The Property Ombudsman

David Adams, Industry Expert

Rupert Bates, Whathouse.co.uk

Melanie Bien, Private Finance

Chris Brown, Industry Expert

Guy Charrison, Chairman, NAVA

Bethany Rudolf, Conveyancing Systems & Solutions

Kate Faulkner, Designs On Property

Clare Fletcher, Industry Trainer

Tracey Kellett, Bdihomefinders.co.uk

Anthony Payne, Lonres

Miles Shipside, Rightmove

Joanna Swash, Moneypenny

Richard Tucker, Home Sale Network

Frank Webster, Finders Keepers

Henry Yates, Estate Create

Chairman of the Judging Panel:

The Judging Panel:

The Estate Agency Events team would like to extend a huge thank you to this year’s judging panel:

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

THANK YOU | To the Judges

Sponsored by

42

Cecil Jackson-Cole

Award for Corporate

Social Responsibility

Cecil Jackson-Cole was an entrepreneur and humanitarian, who is regarded as one of the pioneers of moderncharitable giving – he played a large role in the founding of Oxfam, Help The Aged, Action Aid, and a number ofother charitable organisations.

Jackson-Cole founded Andrews & Partners, which he gifted in 1965, to three charitable trusts. Andrews &Partners has distributed £3.7 million to the charitable Trusts in ten years 2001–2010.

The winner of this award receives £1,000 prize; £500 of which is donated to the Estate Agency Foundation tocombat the causes of homelessness, and £500 of which is donated to a charity of the winning agency’s choice.

Intercounty really stands out as a business that hasan admirable approach to their CSR. The judgeswere impressed with their passion and energy forthe cause of making a difference. Intercountybelieves in creating synergy between its businessof providing homes with the plight of the maincharity they support: Shelter. Their support ofShelter was kick-started by an organisedsponsored sleep out where members of the teammade themselves homeless for a period of 24hours. The event had two aims; one, to raiseawareness in their local communities about theplight of homelessness and secondly, to raisemuch needed funds through sponsorship of theevent. Their events have resulted in some veryencouraging local PR for Intercounty and thecharities they support.

In addition to their applaudable efforts in aid ofShelter the directors have also encouraged all theiroffices to recognise and support a local cause intheir own community, the result being 20 estateagents pledging 20 days of voluntary work forlocal charities.

The events that the Intercounty teams have takenpart in include staffing charity shops, bike rides,baking birthday cakes for every homeless personin their local drop in centre and attending localcarnivals. The outcome of their efforts has resultedin not only raising funds for Shelter and localcharities but has created a real collaborative teamspirit within their team. They believe this hashelped to reinforce the company culture and buildwell established plans for the future.

Intercounty

ESTATE AGENCY

YEAR 2011of the

CORPORATE SOCIAL

RESPONSIBILITY

Shortlisted

GoodchildsFor their innovative approach to fundraising and CSR.

ImagineFor creating a positive impact on their team and local community.

Both shortlisted agents provided very impressive entries and their work in this area deserves great praise.

EAFEveryone deservessomewhere TO CALL HOME

EAF

Estate Agency FoundationThe Estate Agency Foundation (EAF) is dedicated to helping

eliminate the causes of homelessness.

Our aim is to unite the Estate Agency industry fora great cause.

Thank you for your support

Become an EAF Ambassador for an annual fee of just £100, in the hope that your office wouldraise just £250 in a year. Your support can make a real difference to those at risk of

homelessness in the UK, because everybody deserves a place to call home.

See our website for details.

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

45

Introducing the award for

Supplier of the Year

Reapit covers all its clients’ needs with a provenability to design and implement bespoke systemsand websites. It has pioneered the use of workflowfunctionality and automated many systems whichsaves time and enhances both the customerservice levels and the ability for agents to spot keybusiness opportunities. Many of the Reapit teamcome from an agency background, giving theminsight and understanding as to exactly whatinformation agents need to gather for the benefitof the business. The level of products and services

offered is remarkable with every indication thatnew initiatives are introduced only after carefulresearch and consideration as to their ability topositively impact the bottom line. The volume ofagencies which use Reapit systems is veryimpressive indeed, in terms of number of officesacross the UK and as a percentage representationof the top 50 estate agencies. Reapit view itscustomers as partners and it was evident to thepanel that it delivers on all its promises.

ReapitGOLD

ESTATE AGENCY

YEAR 2011of the

SUPPLIEROF THE YEAR

MyHomeMove has been instrumental in changingthe way estate agency transactions areundertaken in England. The growth of thisbusiness over the past year is exciting, withincreased turnover, an 18% rise in market shareand significant recruitment, and this is solely dueto the noteworthy reputation of MyHomeMoveand the confidence partners have in the services itoffers. The operation is transparent and stronglyreinforced by the inimitable use of technology; theEway electronic service enables each customer to

have their own easily accessible file containing allcorrespondence from all parties so everyone isaware of the progression at all times. This has hada real impact on the volume market.MyHomeMove has a considered and dedicatedcommitment to CSR, recently adopting anorphanage as its main beneficiary for fundraising;the staff recently climbed Ben Nevis to fundraisefor this. MyHomeMove provides a necessaryservice in an efficient, innovative and friendly wayand we are pleased to award it the silver.

MyHomeMovesilver

ESTATE AGENCY

YEAR 2011 of the

SUPPLIEROF THE YEAR

The aim of The Guild is to encourage agentsnationwide to work together to ensure a ‘ best inclass’ service to the public and there are clear signsthat it achieves just this, whilst at the same timedelivering excellent revenue for members. Sinceits launch it has grown to a successful 63% marketpenetration across the UK. The support it offers toagents is impressive with in-depth trainingprogrammes, external IT support and dedicatedsupport phone lines. Marketing initiatives are

innovative and easily implemented across thedifferent agencies and can also be tailored verysimply to reflect the needs of the differentmarketplaces and locations. QR codes havealready been introduced for the group withgreat take up so far. The Guild clearly deliverswell to its client base and achieves its goals whichcan only be beneficial for the industry and thepublic. Excellent.

Shortlisted

Expert Agent

The Guild of Professional

Estate Agents

BRONZE

ESTATE AGENCY

YEAR 2011 of the

SUPPLIEROF THE YEAR

46

Congratulations to all the winners on your success! Your competitive advantage as a winner starts here...

The new look estateagencyoftheyear.com promoting your success is already livewith full details of each award winner including the judges comments and links toyour own website.

An extensive programme of advertising promoting the winners in The Times and The Sunday Times starts tomorrow (9th December) and will continue until February.

Images of the winners receiving the awards will also be available onestateagencyoftheyear.com shortly after the event has finished with videointerviews of the winners being posted the week after the event.

BASIC TOOLKIT - Free to all Award Winners

An e-mail will be sent to the registered address from your award entries the day afterthe event containing the following items:

■ Hi-res and vector based winners logos

■ A4 portrait and landscape window card and advertisement

■ E-mail signature strip

■ Generic press release

■ Winner’s video and interview*

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

■ All items customised to your brand colours

■ A3 & A4 portrait and landscape window cards

■ Full page, half page and quarter page newspaper adverts

■ A5 canvassing flyer and mailer

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

■ Customised press release

BESPOKE TOOLKIT

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

*For gold winners only.

promoting your success in places

other awards do not reach.

The Winners’ Toolkit

Learn from the best with the bestThe Property Academy Groups offermembers business development andimprovement unlike anything else inestate agency. At each bi-monthlymeeting, you will:

• Hear from world-class speakers likethose who you have seen at EAE LIVE.

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

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

• Enjoy a day of learning and insightunlike any other with the focus onbusiness improvement, growth andenhanced profitability.

• Benefit from access to exclusiveresearch and insights and learn about important new industrydevelopments before anyone else.

SHOWN LEFT: Confirmed speakers for 2012

For business owners and senior directors

Current members include: Greene & Co, Northfields,

Ashington Page, Gibbs Gillespie, Streets Ahead

Next meeting:

Marketing GroupFor marketing professionals in estate agency

Current members include: Romans, Putterills, Intercounty,

Robinson & Jackson, Haus

Next meeting:

For Lettings specialists and agencies with both Sales and Lettings, either the

business owner or Lettings Director

NEW GROUP FOR 2012

Next meeting:

For agents working with house builders and developers, either the business

owner or New Homes Director

NEW GROUP FOR 2012

Next meeting:

PETER FISKMARKETING

SUE FIRTHLEADERSHIP

JEFF GROUTRECRUITMENT

CHRIS CROFTPROJECT MANAGEMENT

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

The Chapel, Reigate Road, Leatherhead, Surrey KT22 8RA01372 370837 info@estateagencyevents.comwww.estateagencyevents.com

Organised by:

With thanks to all of our sponsors and supporters: