The 2013 Judges’ Report

ContentsMessage from the Chairman of the Judging Panel 1

Best Lettings Agency 2013 Overall Winner 2

Best Northern Ireland Lettings Agency 3

Best Scotland Lettings Agency 4

Best Wales Lettings Agency 5

Best UK Large Letting Agency 8

Best UK Medium, Small and Single Office Agency 10

Best London Lettings Agency 12

Best East of England Lettings Agency 14

Best Midlands Lettings Agency 16

Best Northern Lettings Agency 18

Best South East Lettings Agency 20

Best South West Lettings Agency 22

Best Property Management Agency 24

Best Prestige Lettings Agency 32

Best Customer Service 34

Best Lettings Agency Franchise 36

Best Innovation 38

Best Marketing 40

Outstanding Contribution to the Lettings Industry 42

Best Block Management 44

Best Newcomer 46

Best Student Lettings Agency 48

Lettings Supplier of the Year 50

Best Website 52

Best Training & Development 54

Best Lettings Negotiator and Best Lettings Manager 56

Best Property Manager 58

SPONSORED BY

1

Once again the judging panel wasmade up of individuals within-depth experience and knowledgeof the different aspects of thelettings industry. I thank them allfor the comprehensive, robust andchallenging discussions. I alsocongratulate all the winners.

It was pleasing to see an increasing number of firms entering the awardsthis year but I still question why there are not more agents willing toexpose their standards of operation to external scrutiny. Perhaps it meansthat they are less comfortable in opening themselves to examination orperhaps they are not as committed to customer service as those whosubmitted detailed documentation for the judges consideration. All theagents who entered this year impressed the judges but inevitably therewill be those who, on this occasion, did not achieve an award. As Chairmanof the judges I play no part in deciding which agents win but I recognisethat the judging panel did not always find it easy to separate out awardwinners from the rest of the field.

In that context, one thing became obvious to me during the intense day ofthe panel’s deliberations, that although technology and organisation allassist in improving an agent’s approach to business, at the end of the daylettings is a people business and for a firm to prove itself better than therest, a focus on customer service and precise, transparent and supportivetreatment of tenants and landlords is what marks out a good agent.

Christopher J HamerThe Property Ombudsman

Message from theChairman of theJudging panel

SPONSORED BY

OVERALL WINNER

lettingsagency

2

It was hard to ignore a letting agent that had scooped three of the most highlyprized awards during the judging process. With top marks in the Best LettingsNegotiator, Best Property Manager and Best Property Management (0-200)categories, Sewell & Gardner looked on paper to be sound winners of the BestLettings Agency Overall award. The overall winner needed to be a well roundedagency, with well-trained and qualified staff; a sparkling financial performance; astrong brand utilised in marketing campaigns; consistency across its operations; akeen eye for detail; an awareness of current and new legislation; fresh customerincentives; and a like-ability factor. That is a lot of areas for an agent to cover butSewell & Gardner has realised that each and every one of those facets is essential tothe success of its business.

Sewell & Gardner has successfully brought personality to lettings without losing aninch of its professionalism. A browse of the website reveals a compelling onlinepresence incorporating several social media channels, video content, wellpopulated blogs and a 'why choose us?' brochure that is one of the mostconvincing reads the judges had ever come across.

Devoted both to its tenants and landlords, Sewell & Gardner knows that there ismore to lettings than 24-hour emergency lines, rent collection and inventories.While it executes the core of its lettings business with consummate ease, it isalways thinking of ways to add value. The 'magical mystery' investment tour, whichtakes landlords contemplating expanding their property portfolio on a tour ofpotential properties for sale, is a great example of thinking outside the box. It is anidea full of fun that has a serious business undercurrent. And the reward card forclients, suggested and implemented by a member of its own staff, would winplaudits at the biggest of London marketing agencies. The card, granting clientslocal business discounts, has given Sewell & Gardner a valid reason to buildrelationships with local businesses.

Sewell & Gardner has also found the right balance between its exemplary workethic and giving back to the communities in which it works. Fundraising for goodcauses, supporting local events, and digging deep for locals schools andorganisations is an integral part of the Sewell & Gardner set-up.

However, behind the smiling faces that undertake pancake races and parachutejumps is a crack team of professionals. The Sewell & Gardner lettings teams are fullytrained and qualified members of ARLA. The company as a whole is governed byThe Property Ombudsmen and it belongs to a client money protection scheme.Sewell & Gardner has also agreed to follow the TPO Code of Practice for ResidentialEstate Agents. The judges could use a million catchphrases to sum up Sewell &Gardner - ticking all the right boxes, at the top of their game, full of blue-skythinking - but the overriding sentiment was 'simply the best'.

Best Lettings Agency 2013OVERALL WINNER

Sewell & Gardner

northernirelandlettingsagency

GOLD

3

Pinkerton Murray's award submission was deceptively simple but packed full of theright information that made the business a hands-down winner. Every single areaof lettings has seen growth: profit, income, managed lets, new lets and re-lets,which is an impressive foundation on which to build. The judges found anoverriding desire to treat landlords and tenants as equals - for instance, all tenantviewings are accompanied rather then being left to landlords to self-manage.Attention to detail is in evidence throughout the business: direct debits paymentsso there is notification should a regular payment be cancelled; late payment fees tohead off 'it's on its way' scenarios; a strict adherence to a dress code in the office;tight monitoring of workplace conditions, and close monitoring of industrystandards and developments. Always looking for ways to improve, the PinkertonMurray team identified that most flashpoints occur at the end of a tenancy, so strictinventories executed by an external clerk has minimised issues. Timely interventionis also in practice when it comes to staff - being a one-office business the seniormanagement listen and watch the team in action to identify any training needs.Pinkerton Murray is a very positive and proactive company which appears to be seton consistently improving its service and standards.

Pinkerton Murray

Best Northern IrelandLettings Agency

gold

SPONSORED BY

4

SPONSORED BY

scotlandlettingsagency

GOLD

Once again, Rettie & Co claim the top spot in the Best Scotland Lettings Agencycategory and this year they have again pulled ahead of their rivals, being the onlywinning entry from North of the border. Rettie & Co is a well-established agentwith traditional values. It has roots in every section of the property market,including sales, lettings and development. The judges commented 'it is good atwhat it is doing, it has great market share and it doesn't make many mistakes'. Thejudges felt there was clear evidence that Rettie & Co continues to offer anunwavering level of service, which is respected by tenants and landlords alike. Anagent that doesn't try to impress with flashy technology and dazzling offers - itquietly goes about its business, cultivating long-standing relationships with itsclients and reporting healthy figures.

Best ScotlandLettings Agency

Rettie & Co

5

Some outstanding figures from Peter Alan made the judges sit up and take notice:profit up 30%, income up 36%, managed clients up 37%, re-lets up 47% and newlets up 21%. Saying this agent has had a very good year is something of anunderstatement. A comprehensive submission followed by an excellent telephoneinterview quickly revealed just why Peter Alan is performing so well. There is noshortage of unique initiatives setting it apart. Its PayDay rental guarantee schemeprovides over and above cover compared to anything else on the market, and aninternal scheme called '212 degrees' instils the ethos that customer service is apriority that should always run at 212 degrees - not hot but boiling. Peter Alan isalso investing in its offices, as well as business-winning initiatives. The Cardiff officeis the trailblazer, ditching window cards in favour of screens and installing anoversized iPad-style touch screen built into a coffee table. This adoption oftechnology is wowing clients and will be rolled out to its other offices. Peter Alan isnot frightened to try something new and this put it in the 'streets ahead' category.

Peter Alan

Best WalesLettings Agency

waleslettingsagency

GOLD

gold

SPONSORED BY

You would be forgiven for popping into a branch of The Living Room LettingAgency and thinking you'd stepped into a boutique interior design shop. Thedistinct lack of corporate sterility has struck a chord with clients in Wales andManchester - its inviting decor and supply of sweet treats generates an enticingatmosphere. Rather than just a display of creative posturing, the design-led look iscapitalising on the notion that renting is now a credible alternative to homeownership, that lets are a place to live long-term - a place to call home. Thecontemporary but comfortable look is carried over seamlessly to The Living Room'swebsite and marketing, forming a cohesive offering to clients. Behind the designsis a well-run business working with professional and student tenants. All applicantsare chauffeur driven to appointments, and a dedicated maintenance and studentliaison manager ensures the work-heavy student let side of the business runssmoothly. For landlords there is a new piece of accountancy software which hasquickened payment time. Staff keep on top of new legislation via daily morningmeetings and external training, while individuals are given the opportunity to trainfor ARLA qualifications. The judges felt that The Living Room was giving lettingsthe same status and importance as the sales market, which shows respect fortenants whose long-term accommodation plan is renting.

The Living Room

Dawsons has been making significant inroads in the Wales letting market and withfive offices in and around Swansea it has secured a pleasing amount of business.The figures are looking very healthy: profit up 10 %, income up 10%, managedclients up by 150 new properties, re-lets up 10% and new lets up 13%. The judgesliked the fact that Dawsons is tailoring its lettings service according to its clients.There is an approach that suits the student and bedsit population, and anothermore prestige operation designed for long-term settled tenants aged over 30.Reporting to landlords is one of Dawsons' strengths, with in-depth written andillustrated reports plus an annual sales evaluation and market appraisal. On a moreday-to-day basis, landlords are notified by text or email if there are anyabnormalities with rent payments. Clients benefit from an in-house maintenanceteam, who have access to a number of 24-hour emergency tradesmen, and tenantsreceive a welcome pack upon arrival. It is good to see a regional letting agentmaintaining its high standards.

Dawsons

silver

bronze

GOLD

uklettingsagency

8

silver

bronze

Chesterton Humberts are no strangers to winning industry awardsand perhaps it is because their winning ways have been laid barethat competitors have been closing the gap. However, thebusiness identified that its niche market had been challenged so ithas adapted to work in a broader market to prevent over exposureto one key area. Rather than get too swept up with internal affairsand how the directors think the business should be run, it hasconsulted with clients to help shape the business. In fact, the levelof customer awareness is staggeringly acute. If a customer givesnegative feedback they are called by a very senior member of staffto talk through issues and to resolve outstanding matters. Thisdialogue is joined by the results of mystery shopping initiatives,and together the findings are used to train staff and improve howthe business is run. It all sounds rather back-to-basics but when

Chesterton Humberts

gold

The judges described Countrywide as 'a sleeping giant that haswoken up and got itself fit ahead of a stock market flotation.' Thissums up a transformation in fortunes that has seen the grouponce again become a force to be reckoned with. Key to itsoverhaul has been a management restructure, which has helpedthe business reclaim lost ground - proving that no-one is too bigor too established to shake things up. There has been a sea-change towards strong acquisition and growth, which isambitious considering there are already approximately 1,300estate agency and lettings offices operating under 46 local highstreet brands. Training and retaining staff is a high priority so theyhave invested heavily in a wave of new initiatives rolled out toensure customer service is king. Countrywide has developed anew learning platform and has run over 10,000 pieces of training

Countrywide

There has been something of a SWAT analysis going on atAndrews and this established exercise has been extremelyeffective. The agent really knows its marketplace and objectivesbut is also acutely aware of its threats too. The judges note thatawards are not purely reserved for those who are flourishing butalso for those who look inwards and set off on a path of selfimprovement such as Andrews. They found social media activity, aloyalty scheme, newsletters plus internal and ARLA training toequip staff. There is also a growing focus on customer service, witha contact team speaking with all landlords once a property is let -a reaction to the fact that 80% of landlords don't engage withthem after the transaction is complete. The 'I' factor attitude atAndrews is impressive: identify issues, improve performance andimplement change.

Andrews

SPONSORED BY

9

you have an agent of this size the personal touch and ability tolisten so often gets lost. The judges applaud ChestertonHumberts for its continued commitment to delivering anexemplary service year after year - resting on its laurels doesn'tenter the equation.

Best UK Large Lettings Agency

on it, embracing technology that allows its vast bank of staff tobe kept up-to-speed online. There is a new sense of vibrancy atCountrywide with a clear objective of staff training, individualbranch performance and future growth.

GOLD

uklettingsagency

10

Edmund Cude has succeeded at something so many others hopefor - to achieve success and then sustain it. At last year's awardsEdmund Cude was crowned the Best Property ManagementAgency and won Bronze in the Best Training & Developmentcategory. In the 12 months since those accolades the agency hasimproved immensely because it wants to deliver an even betterservice to its clients. This year's coveted gold award in the Best UKMedium category is a happy by-product of its efforts anddedication to lettings. The Edmund Cude approach to businessand progression was described by the judges as 'mind blowing'.Every facet of its operation is considered, well-delivered andmeticulously monitored. Through its keen eye it has brought anumber of services in-house, employing an inventory clerk, a gas

Edmund Cude

The judges were unanimous in their verdict that Sewell & Gardnerbe crowned the gold award-winner in the Best Small LettingsAgency of the Year. There was a level of excellence and attentionto detail running through every element of its business, from theaward submission itself and the subsequent telephone interviewthrough to its marketing materials and website. Its internal ethosto treat landlords and tenants as VIPs is spot on but there is alsoequal emphasis on looking after its staff, with a pervading'extended family' at mosphere that leads to productivity and pridein employment.

Sewell & Gardner

This agency is absolutely red hot on customer service, keeps upwith technology and constantly strives to move forwards with abigger operational mentality. Paramount Properties never shyaway from internal examination, always looking for ways toimprove the business. The judges noted that Paramount was quickto embrace external professionals who may be able to bring afresh approach to the organisation, realising that some objectivelateral thinking can lead to immense improvements.

Paramount Properties

gold

gold

gold

SPONSORED BY

11

safety engineer and a property maintenance team. This agent isone of only a handful where 100% of the property managementteam is ARLA qualified - a statistic that shows Edmund Cudemeans business.

Best UK Medium Lettings Agency

Best UK Small Lettings Agency

Best UK Single Office Lettings Agency

GOLD

londonlettings agency

12

Edmund Cude has been on an upward trajectory for seven yearsand it is still rising. Rather than lose sight and implode internally, thebusiness has handled its success really well and harnessed what hasworked to propel itself further forward in 2013. Edmund Cude is alettings-only operation and its sole focus shines through. Toillustrate this, users of the website are immediately prompted toidentify themselves as either a landlord or tenant in order to'optimise' their journey through the website. Having beenestablished in 1818 the judges were glad to see Edmund Cudemoving with the technological times. The panel noted the immensepride attached to the bespoke software system developed in-house. On further questing the agent had been approached tolicence the product for use by other agents but the response of 'it'sfar too good to give it to anyone else' spoke volumes. A My Portfolioonline login for landlords, a culture of making clients feel they'repart of an exclusive Edmund Cude property club, and a clearproperty marketing campaign that uses professional photographyare just a few of the markers that distinguish this agent.

Edmund Cudemedium agency

The judges couldn't fault the quality of the submission from Marsh &Parsons, with every word meticulously planned so no column inchwas wasted. This measured approach is reflective of the agent as awhole. Everything is well considered and thought through, and thecompany is no stranger to award success. The Marsh & Parsons staffhave a blend of lettings experience and industry-specific trainingallowing them to deal with the fast paced and often complexLondon lettings market, and Property Managers are typically ARLAqualified. Operating in the capital city is not for the faint hearted butthe Marsh & Parsons teams are tough and well directed to deal withdemanding tenants and landlords from across the globe. Weeklyteam meetings take place with up to 40 members of staff to ensurenothing slips through the net, and solid relationships with reliabletradesmen have been forged. Marsh & Parsons is keen to improve theimage of the industry and stresses that its local knowledge sets itapart from other agents. The judges agreed the Marsh & Parsonswebsite was a great example, with blogs, a full suite of social mediachannels (including YouTube), a well-populated and relevant newsfeed, and a currency converter against every property.

Marsh & Parsonsmedium agency

Benham & Reeves medium agency – shortlisted

James Pendleton medium agency – shortlisted

silver

silver

silver

gold

gold

gold

SPONSORED BY

13

Northfields supplied the judges with some award-winning figures:there has been a 22% uplift in profits; the average length of acustomer relationship with Northfields is ten years; 98.3% of its clientswould recommend the agency; and fees over a 12-month tenancyagreement have increased by £498. In order to achieve theseimpressive figures, at Northfields there is no shortage of businessideas that keeps the company fresh and dynamic. There is an eye-catching website with easy-to-use searches, a news section brimmingwith genuinely helpful articles and fantastic links to social media.There is also an online facility to donate to Northfield's nominatedcharity. Realising that landlords are short on time or may be residingoversees, the agent has brought in Docusign, paving the way for fast,secure signatures from any internet-enabled device. Technology isalso helping when it comes to property inspections, with videofootage creating an accurate record of property conditions andadditionally the use of iPads in day-to-day operations. Staff are drilledto deliver excellent customer service, with 99.3% of clients willing torecommend Northfields to family and friends. Staff are expected toreturn calls within 15 minutes (the response was ten minutes whenmystery shopped) and they perform daily rent reconciliations to keepon top of payments. The judges felt that Northfields had made goodprogression to clinch this year's gold award.

Northfieldssmall agency

Paramount Properties believe everyone should be treated as equal- whether they are a landlord or a tenant, using a fully managed orlet-only service. To that effect its maintenance company runs a 24-hour operation guaranteeing any client on any service package aresponse day or night. Tenants are looked after by a highly skilledteam who go out of their way to make them feel safe and secure,while the Paramount motto is to 'make landlords aware that theyhave our full attention at all times'. Not a business to shy away fromimprovement, Paramount instructed business coach Shirlaws,resulting in a complete internal restructure. Such was its successthey now retain a Shirlaws business coach, and employ a life coachand two compliance officers, and despite this heavy expenditure,profits are up by a healthy percentage. Staff perks include monthlymassages, two social 'thank you' events and funding for ARLAexams. It is clear that staff welfare and development is takenseriously. The high standard is upheld away from the office too.The website is well optimised and includes delightful features suchas 'The best places for afternoon tea in North London' and 'How tomake moving house stress free and enjoyable', giving Paramount’sonline presence a human and localised element.

Paramount Propertiessingle office

Orchards of London is a relatively new company, founded in2009, but it has come on leaps and bounds in a short space oftime. Now with two offices and a third planned for 2013, theagency is growing at a rapid rate whilst maintaining itsbusiness integrity. As an illustration just 12 months ago theoffices were running from Excel spreadsheets. A year on theyhave a bespoke Microsoft Dynamics package helping themsurge ahead and become an accountable operation. Thejudges were impressed that all of Orchards’ growth has comefrom internal funds, with no reliance on bank lending. Theoverall proposition from this agent is honest and hard-working - it has the confidence to say 'we're worth it' when itcomes to fees, with no gimmicky offers that might cheapenthe business. Staff training is planned to meet individualneeds and detailed appraisals help focus the workforce -there is no 'one-size-fits-all' approach. It is great to see asmall company flying in a crowded marketplace, whichspeaks volumes about Orchards of London as an agent.

Orchards of Londonsmall agency

It appears that loyalty works two ways at W A Ellis, with someagent-landlord relationships lasting more than 20 years, and thelettings team go to great lengths to stay in touch with clients.Operating in prime London territory, W A Ellis has successfullycarved itself a niche as a high-end letting agent. New and existinglandlords, and tenants, know they are dealing with a highlyprofessional and experienced organisation. The agent has adeserved reputation for excellence and its wide reachingmarketing campaigns have substantially developed its profile asone of London's leading letting agencies in the prime residentialsector. In the last year it has gone to extra lengths to develop itsoffering and has significantly grown its business. The introductionof Moneypenny, a better company structure, and a refreshedmanagement team have paved the way for smoother transactionsand better client satisfaction. The judges were impressed that 13 ofW A Ellis's staff are ARLA licensed and with a legal directoronboard, clients can rest easy knowing that every law andbenchmark is being met.

W A Ellis single office

Ellisons small agency – shortlisted

Gibbs Propertysingle office – shortlisted

Base Propertysingle office – shortlisted

Best London Lettings Agency

GOLD

east ofenglandlettings agency

14

The brilliant thing about Intercounty is that it has maintained itsidentity, despite its LSL buy-out. As a business it gets to pick andchoose the LSL facets it feels can be of benefit, and this level ofautonomy offered by its parent company is an indicator of how wellit is performing in its own right. Each team member receives six fulldays of training every year and there is an overwhelming feelingthat the staff live and breathe the business. When you combinethese factors you get an exemplary level of customer service. It washugely refreshing to hear of an agency which, whilstunderstanding that financials are vital, has realised that underlyingcustomer service is what separates one business from another. Anin-depth key performance analysis pertaining just to customerservice has led to improvements such as the 'open door policy' fortenants and landlords, with no appointment needed; a sign thatIntercounty has nothing to hide and is always open for customer-facing business. The judges were impressed by an amazingtelephone system put in place to ensure that no call or lead ismissed - a huge screen shows all the incoming calls and how theyare being responded to. The panel also noted Intercounty's 'a clientis for life' mentality, shifting the business emphasis towards long-term relationships instead of short-term wins.

Intercountymedium agency

Balgores has excelled at maintaining its traditional roots whileembracing new technology - a potent mix which gives them atrustworthy yet modern appearance. The judges were taken abackby the bold statement of 'nothing works for long', which alludes tothe agency's quest to be innovative and constantly challenging thestatus quo. Along with investment in a new website and mobileapp, one of the biggest initiatives over the last year has been theAspasia 24/7 landlord login. This has made a huge difference interms of staff efficiency, negating the need to hire extra staff to dealwith administrative requests. Another highlight for the agency hasbeen its '14 day challenge', where if Balgores didn’t let a property intwo weeks then they didn't charge a fee: instructions increased by20% in the couple of months surrounding the campaign. Balgoresis also keen on giving three months free management to landlordswho want to try its service. The interviewing judge commented "Iwanted to do business with him after ten minutes of theconversation" - high praise indeed.

Balgores single office

Bes

silver

silver

silver

gold

gold

gold

SPONSORED BY

15

This agency didn't have to 'sell ' the business to the judges - thequality of the submission, the staff and the supporting marketingmaterials spoke for themselves. The level of enthusiasm wasimpressive but completely natural, and if this is the propositionput in front of clients it is easy to see why Sewell & Gardner letsover 800 properties. The company may be in the 'small' categorybut it is big on original ideas, well executed. Of particular notewas the 'magical mystery' investment tour, which takes landlords,thinking of expanding their property portfolio, on a tour ofpotential properties for sale - a quirky idea that translates wellinto an effective marketing campaign. Personality is injected intoSewell & Gardner's offering with the use of a Facebook page, ablog and a bank of videos that are ready to watch on its website.This 'outside the box' interaction breaks the stuffy cloud that cansometimes hang over lettings and property management. One ofthe brightest ideas at the agency is a reward card for clients,which allows them to get discounts at a wide range of localbusinesses. The initiative isn't just a throw-away token gesture - ithas been given real gravitas with its own microsite, smartmarketing and an investment of time to get local retailers onboard. It is a canny move given that the exercise allows the agentto open up favourable relationships with local businesses. Thisgold award was an easy decision for the judges.

Sewell & Gardner small agency

With a co-owner/chairman who has his own flourishing propertyportfolio it is no wonder that landlords in Haverhill, Suffolk, makeCXG Property Services their first port of call. The company hasthe insight and understanding of what makes a propertyinvestment work. Day-to-day lettings are handled by LettingsManager, Tom Archer, who is an ARLA member holding theTechnical Award in Residential Letting and PropertyManagement. Tom also offers extensive knowledge in clientaccounting and is a qualified Professional Inventory Provider. Themanagement team are supported by other consummatelyprofessional team members and an active channel of promotionacross four social media platforms. CXG Property Servicesunderstand the lettings imperatives: minimise void periods,maximise yields, collect payments promptly and allow easyaccess to files. Welcome touches like online tax returns, colourinventories, an 'armchair' service for investors where CXG willfind suitable properties and carry out any improvements, and anonline landlords' area that is accessible 24/7 from anywhere inthe world, are reassuring for both landlords and tenants whowant a no-fuss approach to letting.

CXG Property Services single office

st East of England Lettings Agency

Putterillssmall agency – shortlisted

There is something reassuringly comforting about the lettingsservices offered by Mather Marshall. There are no gimmicks, noflashy graphics and no unbelievable offers that are too good to betrue. Instead there is a grounded offering that has earned thecompany fully managed rights of approximately 400 properties.Weekly meetings are designed to inform the Mather Marshall staffof industry developments and legislative changes, while ARLAcourses are part of the external package of training. The company'stenant incentive, which offers £150 cash back if they recommendMather Marshall to their landlord, has been one of the mostsuccessful activities in boosting the number of new landlords.

Mather Marshall single office

The Pennington lettings offering is straightforward and honest,which appeals to landlords and tenants who want a stress-free let,but in this single-branch operation we also found bags of passionand ambition. The staff offer out-of-hours viewings and operate onBank Holidays, realising that tenants are not always availableMonday to Friday during office hours. Extended opening hours aresomething that might be de rigueur for large agencies in big townsbut it is a level of flexibility sadly lacking in more provincial areas sothe judges were pleased to see a small one-office agency puttingitself out. A brand new website clearly sets out what is on offer forboth landlords and tenants, while investment in new managementsoftware as well as iPads ensures that tenancies are managedaccountably. Pennington provides both a fully managed serviceand a rent-only offering, with repeat business becoming acornerstone of the company. The judges felt that an internalprogramme of close monitoring and early intervention helps keepPennington in pole position with its clients.

Pennington single office

GOLD

midlandslettings agency

16

A superb written submission combined with a flawless telephoneinterview left a lasting impression with the judging panel. Jaymanis run as a very tight ship with inspired leadership and wellprepared staff. Underpinning the business is an unshakablededication to customer service. Jayman understands thatlandlords appreciate the human touch, so while technology isdeployed to help business efficiencies, the preferred route ofcontact is always by telephone first. This is taken to a extreme asthe Director aims to speak to every new client personally as a wayof introduction. Then there are the monthly spot checks, where anumber of landlords are picked at random and called to ensurethey are happy with the Jayman service. As well as thisexceptional level of client communication, Jayman has set aboutattracting more instructions by upping the anti on presentation.Lettings particulars are made more eye catching with multiplephotographs and floor plans, and there is a strong indication thatvirtual tours are just around the corner. Combine the above witha three-point resolution system of 'call, meet and resolve', whichputs face-to-face meetings above forceful letters; staff who comethrough a three-month induction and exam path before they areexposed to clients; and a dedicated new business manager; and itis clear why both income and profits are up.

Jaymansmall agency

silver

silver

gold

gold

SPONSORED BY

Howland Jones single office – shortlisted

17

The Eastside submission was precise, indexed and easy tonavigate, which left a great first impression with the judges. Theagent has a good focus on presenting a totally bespoke serviceand therefore clients can choose from a let only, a part managedor a fully managed menu of services. Technology plays its part inmaking Eastside a very rounded agency, with software allowinglandlords to log in online and view their full file; online paymentfor tenants; a competent use of social media; and onlinenewsletters to inform existing clients and also to attract newones. Although the uptake of technology has been prevalent inthis year's judging process, it appears the return on investment israrely measured. Eastside is actively monitoring the click-thoughrates from its e-newsletter and is measuring the amount of newbusiness this canvassing material brings in. The trainingprogramme at the agency is robust, aligning with The TenancyDeposit Scheme and The Property Ombudsman, but it is the littletouches that set Eastside apart - a free home move box ofgoodies; a lifestyle membership card for tenants giving themdiscounts with local shops and businesses, and regularnetworking events.

Eastside Properties single office

This family-run company has achieved a huge amount in therelatively short time it has been open. Since its inception in 2007,Acquire Properties has already become a firm favourite amongstaff, landlords, tenants and the community; a substantialachievement. Acquire’s creativity and hard work pays dividends,with a high percentage of re-lets and healthy growth in new lets.There are financial incentives for landlords who place multipleproperties with Acquire (the seventh let is even free), free meals fortenants on their third let, and a pleasing amount of sponsorshipsupport for local good causes. The Acquire attitude is to deal withdisputes quickly and avoid prolonged negotiations - it is an ethosthat works as the company has had only two disputes since 2009.The judges commented that this was a very polished submissionfrom a first-time entrant.

Acquire Properties small agency

The judges found Cavendish Lettings to be a dedicated, forward-thinking and progressive agency prepared to try new strategiesand offer enhanced service levels to landlords and tenants.Bundles of enthusiasm and commitment to quality enables themto offer a £500 money-back guarantee for dissatisfied clients.Marketing can often be the poor relative when it comes to thelettings industry but interesting initiatives aimed at attracting abigger market share are keeping Cavendish's new businesspipeline flowing and their re-lets department busy. Social media isanother string to the agency's marketing bow, with Facebook andTwitter accounts , as well as a regularly-populated and fun YouTubechannel. Additional touches that sat well with the judges includedan in-house maintenance team (driving round in colourfullybranded vans); a website with real personality; the fitting of carbonmonoxide detectors to all properties as standard; key replacementinsurance; mandatory cleaning on shared tenancies; and fast-trackbroadband/satellite TV package installations.

Cavendish Lettings single office

Best Midlands Lettings Agency

GOLD

northernlettings agency

18

The judges commented that you would be hard pressed to findanyone else that interviewed better than John Paul, the ManagingDirector at Castledene. He was enthusiastic about his business andhis passion is contagious, motivating his team and enthusing thejudges too. Castledene is working in a challenging marketplaceacross the North East. A lot of its work is with local housingauthorities and housing associations - it is not a glamorous circle inwhich to move but it is where Castledene excels. Despite the factthat most of its tenants are 'no frills', the business is as embellishedand rigorous as any glossy letting agent. All staff are fully trainedboth internally and through NFOPP, gaining the technical diplomain residential lettings, and the agency is also accredited by NALS.Castldene's outstanding strength is its compassion for thecommunity, many of whom have fallen on hard times and receivebenefits. John and his team run workshops for local tenants on howto manage their finances. This initiative is motivated purely out ofconcern but, of course, it is also astute as it helps tenants budget fortheir rental payments. The business model at Castledene is solidand it is well positioned for when housing associations expandfurther into residential lettings.

Castledene medium agency

In terms of client base, a polar opposite to Castledene is the silveraward winner Linley & Simpson. The figures paint a good financialpicture for the agent, with profit up and a perky re-investmentprogramme taking the business to new levels. This year has seenthe agent complete its 30,000th let and pass the £150million markin terms of rent collection. The judges described Linley & Simpsonas 'totally polished across the lettings board', with a crisp, friendlyidentity that appeals to the top end of the market in Yorkshire. Asyou would expect from a market-leading brand, Linley & Simpsonhas a sound internal structure. As well as motivated and highlytrained staff, a centralised accounts office in Leeds provides asteadying presence. A dedicated operations manager alsomeasures internal standards and makes sure the business iscomplying with lettings regulations. Having been an award winnerbefore, it is always a task to maintain high standards and in the caseof Linley & Simpson it re-assessed its key performance indicators toimprove performance and raise the bar. Chauffeured viewings,flexible hours and a 'My Linley & Simpson' online account facilitytick all the right boxes and show it is still striving for excellence.

Linley & Simpson medium agency

silver

silver

silver

gold

gold

gold

SPONSORED BY

19

Real care and attention was given to the Karl Tatler submission, somuch so that it received top marks for presentation before thenext stages of the judging process. It was apparent whenevaluating the entry that the whole team care about thebusinesses - it is a passion for lettings that filters down from Karlhimself who plays a crucial role in driving the business forward:inspiring staff and keeping a watchful eye on new developmentswithin the industry. The judges were impressed with the businessset-up which includes: Docusign for efficiency; a really strongtraining framework with in-house compliance exams; staff whorespond promptly and personally to enquiries; and long openinghours seven days a week. It is obviously a winning formula as asecond office has opened, contributing to good growth, and acompelling proposition which left the judges in no doubt thatKarl Tatler should win the gold award.

Karl Tatler small agency

The judges felt that Let-Leeds would do well competing againstany other letting agent of any size and in any area, such was thecalibre of the offering. The company is a brilliant example of ayoung entrepreneurial business start up, using technology whereappropriate but not losing sight of the human touch. Since itssilver award in the same category last year Let-Leeds has takenhuge strides forward. It has made a heavy investment in areaguides and has gone 100% paperless - with the award submissionthe only thing the agent has completed on paper this year. It wasclear that Let-Leeds is still in touch with its roots, working with theLeeds student population as well as professional tenants. The Let-Leeds website is clear and easy to use, divided up intoprofessional, student and room areas, while a Facebook presenceno doubt helps communicate with the more social, media-savvypart of its tenant base. Let-Leeds make great use of Brief YourMarket and Echosign, and a 100% happy record with nocomplaints as of yet with either Unipol, The Deposit ProtectionService or The Property Ombudsman.

Let-Leedssingle office

The judges have witnessed real progression from Homes4U,which illustrates a commitment and passion for improvement.The general flavour at Homes4U is informal yet direct, enhancedby its in-house coffee shops with free high-speed internet access.And these spaces are not just drinks cabinets but fully operatingcoffee shops serving hot drinks, cakes, soups, sandwiches, andstudent deals designed to pull in the right crowd. The set-upencourages people into its four offices across Manchester, andthe agent believes the face-to-face connection helps forge long-standing relationships with landlords and tenants. New businessis also drummed up via seminars at local businesses and thejudges liked this interaction with the wider community in orderto promote lettings growth. Clever marketing initiatives are beingemployed to conquer new sectors, with a big push in recentmonths in securing more student business. Homes4U has foundthe right balance between enthusiastic staff and a friendlybusiness environment, and adherence to industry legislation andaccountability.

Homes4U small agency

The notion that you've got to speculate to accumulate hasn't beenlost at Sterling Properties and an ambitious 'six months free'management offer for landlords, while initially expensive, has seenspectacular results, with over 90% of landlords staying with thempost offer. It was a massive investment and risk that has seenSterling storm the market. The Sterling office is truly 'super', with astaff of 45 managing over 2,000 properties. The staffing is a job initself but there's an extensive internal training programme andexternal training where appropriate - for instance guidance on theintroduction of universal credit. The judges were impressed withSterling's tenant reward scheme offering benefits based around aclient’s requirements, such as renewable long-term tenancies withno administration fees. In-house referencing for quality control, useof a Microsoft Dynamics CRM system to stay in touch with clients,flexible payment dates and methods, and a strict no upfront feepolicy, were other factors which set Sterling apart.

Sterling Properties single office

Best Northern Lettings Agency

Heaton Property single office – shortlisted

GOLD

south eastlettings agency

20

If there was ever an agent drilled for success, it is Romans. Romanshas a grand plan and sticks to it, with growth and customer serviceat the top of its list. Whilst on the surface their offering is smoothand professional, underneath they are busy pushing boundariesand implementing changes to make operations even slicker thanthey are already. Romans has invested in a new system that can payin excess of 5,000 rents every 24 hours, and its credit control systemincludes text message prompts. However, the biggest change atRomans is the new online account facility for landlords giving them24/7 online access to all their essential documents. There has beena stealthy marketing campaign to publicise this new feature and anonline video taking the user through the account functions. For allRomans' dedication to technology, it hasn't forgotten theimportance of human interaction. Each property manager isexpected to call tenants within 48 hours of moving in and not tomake this contact by email. There was also a fantastic response tothe mystery shop, with a telephone call in addition to anautomated email and a personally-written email - all within a 24hour period. The judges were unanimous in agreeing that Romansis a dynamic forward-thinking company with a 'can do' attitude.

Romans medium agency

The judges found Prospect Estate Agency's submission interestingand engaging, packed full of information and well presented. Itcertainly set a positive tone and reflected the crisp, clean officesand company website that gives the agency a youthful feel. Thiscompany is brimming with good ideas to keep both tenants andlandlords happy. The biggest 'carrot' dangled in front of landlords issix months of rent protection insurance at no cost. Although this isan initial financial loss for Prospect it does not detrimentally affecttheir figures, with a 19% profit increase in the last year. Landlordswith high value properties also benefit from the 'Premium byProspect' marketing package - reserved exclusively for letscommanding more than £2,000 rent per month. Also in operationis a £100 voucher incentive for tenants who introduce a landlord tothe agency. The judges particularly liked the innovative approachto searches on the Prospect website, with tenants able to filter by'lifestyle' - e.g. apartment living and terrace living - all presented inan eye-catching and aspirational way. The judges felt thatProspect's use of technology was 'well ahead of the game', withiPads, YouTube clips, Prospect TV, digital tenancy agreements, acloud-based system and a new app being developed in California.

Prospect Estate Agency medium office

silver

silver

gold

gold

gold

SPONSORED BY

21

No stranger to awards, Streets Ahead scoops gold again. Thisbusiness just 'gets' what is going on in the lettings market,realising that the sector is changing on a regular basis. In its ownwords, Streets Ahead is moving up from 'economy class' andfinessing its services and presentation. A growing corporate letsdivision is helping strengthen its portfolio, working the blue chipcompanies in both London and Croydon. Just like the lettingsindustry itself , Streets Ahead knows that its business is alsochanging and it is not frightened to shape its business for thebetter, even refreshing the staff line-up if it thinks it will improvecustomer service. Its honest and open stance is a firm favouritewith landlords and tenants, and a marketing campaign directingprospective clients to a review website is an example of how thistransparency is carried out practically. Such is the attention tocustomer service that any bad reviews are met head on, with amember of the Streets Ahead team personally visiting thereviewer to address the issue. Also met with nods of approvalfrom the judges was the Streets Ahead declaration that it is morefocused on delivering a tailored, personal service rather thanmatching tenants with property just for the sake of it. The judgesconcluded that Streets Ahead is 'one of the best' - the propheticname strikes again for this multi award-winning agency.

Streets Aheadsmall agency

Claire Lloyd Properties has real personality as an organisation.There is very strong leadership at this all-female team, and thevibrant personalities are allowed to shine. It was clear a hugeamount of effort goes into the business but also into thecommunity too. When your testimonials declare 'nothing but atotally positive experience' you know that you're on the rightbusiness track and the figures agree, with income and profit upyear-on-year. It seems the Claire Lloyd team possess a skill formaking landlords feel totally at ease, from a welcoming coffee onarrival at the office and a comforting level of communication, tometiculous paperwork that covers legislation and inspections, anda free buy-to-let advisory service that helps landlords choosesuitable property to purchase. The judging panel agreed thatClaire Lloyd's attitude to money handling was exemplary, with anoutsourced chartered accountant undertaking the rent collectionto keep the money totally separate and accurately accounted for.Claire Lloyd herself lives and breathes the business, and when atenant found herself with no hot water, Claire stepped in andoffered her own bathroom for use. It is this 'over and above'attitude that has led to a blemish-free ten-year record of nocomplaints to The Property Ombudsman. Claire Lloyd Property is acompany which other agencies should aspire to be like.

Claire Lloyd Properties single office

Aston Mead medium agency – shortlisted

Best South East Lettings Agency

A very solid business with good ideas professionally executed. Asyou would expect from a family-run company with over 25 years oftrading history, the lettings and management offering is slick andwell practised. However, there is a danger among businesses thathave been in operation for any length of time for them to becomestale but the Tobin Jones brand is looking fresh and they haveadopted social media with gusto, featuring on Facebook andTwitter. The judges found the award entry and the telephoneinterviewer full of confidence. What came across was a devotion tothe client and a willingness to engage with the community - thelocal 'surgery' service is proving to be a hit. Tobin Jones has a 'firmbut fair' property inspection programme and is willing to throw itsweight behind landlords who need assistance. No doubt theconfidence gained from its long history in lettings allows TobinJones to exude credibility. It is lovely to see an established firm stilllooking out for its business health and clients' interests.

Tobin Jones single office

Jones Robinson small agency – shortlisted

GOLD

south westlettings agency

22

It was obvious to the judges that there was a passion for the businessat Ocean and its proposition was in a 'different class'. There is athriving lettings industry in Bristol and competition among the localagents is strong but it is the agent which responds to its clients'needs in the most innovative ways that comes out on top. In thatrespect Ocean has got it covered, always keen to move the businesson and try new customer-service ideas - a trend that has beensustained in the lettings side of its business for almost 20 years.Ocean makes it clear how it will help a landlord rent his property but,crucially, goes on to deliver what's promised. Outside the corebusiness, Ocean is active across social media, keeps its blog up-to-date, makes an app available to clients, and produces an in-housemagazine. This agent’s armoury is full of clever ideas which haveshifted it into first place, and the video hosted on the agent’s websitegives a clear idea of why Ocean keeps winning awards.

Oceanmedium agency

When our judge interviewed Chris Hill at CJ Hole he was left in nodoubt that Chris cares deeply about his business and his team.What followed was a honest and well-presented award entryproduced with the same sense of care. CJ Hole falls under theXperience family of agencies and it uses the group's resources toexcellent effect - to provide the very latest in training for its teamand to help keep the lettings offering as consistent as possible. Alot of the award submissions seen by the judges referred to 'goingthe extra mile' but at CJ Hole that really happens. The agent willeven clean rental properties themselves, if required, leaving thejudges wondering just how many agents would don rubber glovesto clean a grimy fridge. The judges also liked the CJ Hole practice ofstaff spending days in different offices, to get a differentperspective and to pick up new ideas. The pooled commissionstrategy was also noted as an interesting concept.

CJ Holemedium agency

silver

silver

silver

gold

gold

gold

SPONSORED BY

23

Intire is a young company driven by a youthful team who reallyseem to know what they are doing. It is a clever balance ofbusiness assurance and dynamism that attracts clients and hassubsequently made the business highly profitable. Not a team torest on their laurels, Intire are working to a steep target for 2013and are well on track to achieve this. It is a simple notion but Intirehas put transparency at the heart of its offering and this is inevidence in everything it does. The judges liked the fact apersonal training budget is in place for each team member, as thecompany believes personal development and competentmembers of staff lead to a better business. The continuity ofIntire's marketing is brilliant - a seamless execution linking thewebsite, the printed marketing collateral and the awardsubmission itself. An all-inclusive transparent fee structure, self-insured rent guarantee, 100% satisfaction guarantee, no tenancyrenewal fee, internal tenant referencing, free transfers for tenants,and a cloud-based networked office structure make Intire a veryrounded agency for such a fledgling company. A great businesswith a very energetic owner, with vision and fresh ideas.

Intiresmall agency

Sarah Kenny’s straightforward and succinct entry got the judgingoff on the right foot. The organisation has been around since 1990yet hasn't rested on its laurels; it is always looking for somethingnew. The word 'adaptable' kept cropping up, with the businesswilling to flex and change to meet the needs of its clients. It isconstantly adapting methods of communication and hasengaged with social media to open up additional lines ofcommunication. There is even a blog that is updated regularly -such a surprise when so many are started then left to stagnate.Staff at Sarah Kenny obviously enjoy working there as turnover islow. The team are well-equipped to do their job, which may playits part in staff longevity, with comprehensive and wide-rangingtraining from a variety of sources, including ARLA, private trainingcompanies, Painsmith blog alerts and the industry trade press.Evidence of tenants actually writing to Sarah Kenny to apologisefor their behaviour suggests Sarah Kenny is an agent that is wellrespected by all its clients.

Sarah Kenny single office

Lovett small agency – shortlisted Accredited Lettings

single office – shortlisted

Best South West Lettings Agency

Working in a rural location brings its own challenges (dealing withhorse sales in the same breath as house sales!) but Sawdye &Harris knows its business and its market inside out. The agency isextremely professionally run and the attention to detail isamazing - this combination has led to local-area domination.Sawdye & Harris is passionate about its rural surroundings andhas immersed itself in the local communities it serves, with openevenings for prospective landlords, involvement in the localChamber of Commerce, charity affiliations and a relationship witha local school. There are also good area guides on its website.Well-trained staff run a tight ship and this is reflected in the factthat the dispute procedure is rarely called upon. Perhaps it is theflattering personal touches that keep its clients happy - birthdaycards to tenants were such a success that it was rolled out tolandlords, and it is not unusual for prospective clients to ask 'will Iget a birthday card?' - a simple idea but something Sawdye &Harris believes helps win new business. This agency is a previousaward winner who is working hard to maintain standards.

Sawdye & Harris small agency

Since its change of hands almost four years ago (from originalowner to daughter), the business has built on its solid foundationsyet managed to revitalise and shape up for trading in the 21stcentury. It has achieved the fine balancing act of retaining thebrand's history while keeping up with current trends andlegislation. The judges noted that Stoberry was brilliant atworking with tenants and its words 'we believe that it is essentialto look after our tenants, as they in turn will look after theproperty' should be music to every landlord's ears. There is aloyalty discount if tenants take another property with them andan ethos of working with tenants in advance to avoid any issues.Stoberry's efforts must be working as there is a file of favourabletestimonials and not one incidence of a complaint reaching theTenancy Deposit Scheme. Landlords are taken in hand by theStoberry team, especially if their portfolio needs attention. Theteam doesn't shy away from suggesting improvements and willde-instruct a landlord if the property falls short of their highstandards. Although this sounds harsh it is for the greater good ofthe business, which looks set to soar.

Stoberry Lettings single office

SPONSORED BY

property management

agency

GOLD

24

The judges felt that James Pendleton had just edged ahead of the other goldwinners in the property management category. The agent has clearly defined thegeographical area in which it operates, and has opened offices and employed staffaccordingly. This means they are always just a few minutes away from a landlord ortenant, paving the way for a rapid response and personal level of service.

The judges also admired the James Pendleton 'Angel' department whose servicenow extends to tenants and requires a full-time member of staff. Tenants are madeto feel welcomed and cared for by their 'angel', and the commission kick-back frommaintenance contractors recommended to tenants is enough to cover the 'angel'staffing costs. As well as a useful service, the 'angel' set up is breeding loyalty, witha good rate of tenant renewals and a number of tenants using James Pendleton tobuy a property in the future.

Best Property ManagementAgency 2013

James Pendleton

SPONSORED BY

property management

agency

GOLD

26

silver

When an Edmund Cude property inspection document lands onyour doormat, you know that no stone has been left unturned.The report, in the shape of a full colour illustrated brochure, makesrecommendations and details any improvements that need to beactioned. It is this attention to detail that marks out Edmund Cudeas winners in this category. Of particular note to the judges wasthe agent’s in-house property management system whichprioritises and allocates issues to the property management teambased on their current workload, with a minimum 14-dayresolution target for low priority issues and 48 hours for highpriority issues. Another area where Edmund Cude excels is inadding value to properties. Refurbishment programmes areskilfully presented to landlords and on implementation they result

Edmund Cude 1001+ properties

With 1,000 staff managing 6,000 properties, at Reeds Rains it isapparent that staff training is the key to keeping standards high,with the business realising that the standard of propertymanagement is a direct reflection of the knowledge and skills ofthe team. Reeds Rains decided key performance indicators were agood way to improve the business but rather than simply measureincome streams it focused on measuring customer service,deposit dispute ratios, re-let retention and penetration. The resultshave helped shape the business and the training it gives to itsstaff. Landlords on the fully managed package are assigned theirown personal point of contact and there are weekly 'welcomecalls' to allow initial queries and requests to be answered. Thejudges liked the fact that Reeds Rains encourages staff to monitor

Reeds Rains 1001+ properties

gold

Where many lettings agents might eschew recipients of benefitsthere are some areas of the country where a big proportion oftenants survive on state financial assistance. Castledene workswith landlords who are open to any type of tenant so it has arobust and unique approach to ensure tenancies run smoothly, nomatter who the inhabitant is. The property management aspectthat shone through in this submission was the willingness toprepare for the universal credit benefit change. Castledene isworking with Tasca Payment Services on a solution that tacklesthe fact that some tenants will get the credit paid directly to them.Castledene has pre-empted this issue and it has sole exclusiverights in the North East to set up bank accounts that tenants haveno access to. Money is paid first to the agent to cover the rent andto TPS, before the balance is sent to the tenant. Castledene

Castledene 1001+ properties

Romans1001+ properties – shortlisted

bronze

27

in higher yields and rentability. As well as a superior level ofproperty management, landlords also benefit from a educationalseminar programme, which attracts high profile speakers andtypically 200 landlords. And if there ever was a blueprint for atenant screening process, it is the one followed by Edmund Cude.A dedicated paralegal team go into minute detail and prepare a'forensic file' that advises the negotiator whether to proceed withproposing a tenant to a landlord. We are rationing our use of'going the extra mile' this year but Edmund Cude really deservethat tag.

Best Property Management Agency

believes this will stop landlords goingbust and if a tenant isn't willing to workwith the scheme it is a good indicationthey're not a valid tenant. The judgesalso wanted to highlight Castledene'soutstanding not-for-profit work in thelocal community.

local trends so they can become lettings experts, and teamincentives based on standards helps the agency deliver animpeccable service. An excellent rent collection set-up and a lowdefault rate only serves to add credibility to Reed Rainssubmission.

SPONSORED BY

property management

agency

GOLD

28

Pinnacle hangs its hat on treating landlords and tenants as equalcustomers. It knows that one can't survive without the other. WhenPinnacle stated 'we will tell a landlord they are being unreasonable,even if it comes at the expense of losing a managed property' thejudges were blown away. This frank approach to propertymanagement is what is needed when you're dealing with over 800properties, and the team of 18 staff are deft at ticking off therelentless list of tasks. As there is a proliferation of managed studentlets on Pinnacle's books, maintenance is high on the list of priorities.There is a rigorous approach to third-party contractors and a firmhas to be recommended to them to even be considered. Such is thegood working relationship with contractors that they sometimesdrop in with cakes and donuts! Nothing at Pinnacle is prescriptive -everything is tailored to a landlord's (and tenant‘s) individual needs.

Pinnacle 501-1000 properties

The FleetMilne Property submission was brilliantly evidenced withexamples of customer service and staff improvements solelypertaining to property management. It was felt that clients wereoften being 'passed from pillar to post' so a member of staffsuggested a new account management structure where a singlepoint of contact would get to know one landlord, his properties andhis tenants. The change has since transformed the business. Ever theproactive agent, FleetMilne even gives its staff training on how totalk through boiler issues on the telephone with a tenant,sometimes fixing the problem before a contractor is called. Qualityof customer service is measured by quarterly surveys to tenants andlandlords where the results determine the account manager's bonusand training needs - probably one of the best staff motivators the

FleetMilne Property 501-1000 properties

Acquire is operating in a depressed area in the East Midlands andcounts the issue of section 8 and full possession notices as an areaof speciality. Acquire realises that difficulties will inevitably arise so ithas equipped itself with the very best staff. With more than 30 years’combined experience in private and social sector housing, and witha proprietor who has two years experience as an anti-socialbehaviour officer, Acquire is ready to diffuse potentially thornysituations. It may not be glamorous work but Acquire hasapproached its niche with enthusiasm and with respect for all,whatever their background or situation. One of the biggest aspectsof property management for Acquire is managing rent arrears and ithas succeeded in bring these arrears down on some properties from£27,000 to £6,500; significant progress. Acquire also arms itself with

Acquire 501-1000 properties

silver

gold

bronze

29

Personalised valuation reports are handed over to landlords atface-to-face meetings, and the rapport between the two partiesdictates which property manager is assigned to the landlord so therelationships flourishes in the short and long-term. There are a hostof extra services offered by Pinnacle - too many to list - but theannual account review showed evidence of proactive propertymanagement, which is not always evident in other awardssubmissions.

judges have seen this year. Multilingual and cultural training for itsstaff so they understand its diverse client base; flexible propertyinspections from once a month to once a year; loyal contractorswho have been on board for many years; and social andnetworking events allowing fellow tenants and the propertymanagement team to mix; mean that FleetMilne can easily justifyits higher management fee, which clients are happy to pay.

multilingual staff (with the website featuring Punjabi and Polskatranslations), which wins it a lot of business, and it has responded tothe number of after-hours valuation requests with extendedoperating times.

Best Property Management Agency

The mantra of the James Pendleton property management teamis' take care of each property as if it were our own' - a lovely ethosthat sits with the company's friendly, intimate feel. The propertymanagement division works out of the company's Clapham OldTown office, which offers a 24-hour emergency telephone service.As a pivotal part of the London communities it serves, it is nosurprise that James Pendleton has strong links with localmaintenance contractors. Before adding anyone to its preferredsupplier list there is a double interview stage and the requirementof more than two customer testimonials. The judges especiallyliked the training programme at James Pendleton (including NLP),which dovetails nicely with the staff's exceptional local areaknowledge. It is a powerful combination and the propertymanagement team has become somewhat of an 'oracle' forlandlords and property investors. James Pendleton uses its localoffice network and community presence to carry out frequentproperty inspections and its due diligence wasn't lost on thejudging panel.

James Pendleton 201-500 properties

Once again Sewell & Gardner take a gold award, with the judgescommenting on the many 'wow' moments in the submission. Thisagent has a knack of really making you feel comfortable andconfident with its services in property management, and itreinforces this feeling by speaking to landlords and tenants on amonthly basis. The property management division is headed upby Reagan Bradley - who has secured the title of Best PropertyManager at this year’s awards - and is staffed by highly trainedand disciplined professionals (all ARLA trained), includingRochelle Latham, who has won the Best Lettings Negotiatoraward this year. The diversity of property management serviceson offer is market leading, from rent collection and let-onlythrough to fully managed, check out and void periodmanagement. Property inspections are carried out by trainedSewell & Gardner staff on a regular basis and maintenance ismanaged in-houseusing a team ofpreferredcontractors. Alandlords VIP club,reduced fees forloyalty and regularclient discounts keepclients interested andthe renewal rate atthe agent is high.

Sewell & Gardner 0-200 properties

SPONSORED BY

property management

agency

GOLD

30

silver

gold

bronze

silver

gold

bronze

bronze

31

A very comprehensive submission marked W A Ellis out as aproperty management specialist which knows what it is doing.The set up is impressive - one central office and 50 staff on thesame floor covering South West London. There is a feeling thatthey pull together and work as one big team, - with a low levelof staff turnover and a family atmosphere. The propertymanagement services that W A Ellis offers ticks all the boxes:sound links with local contractors; detailed inspections formanaged properties; in-house and external training for staff;and a handy online PDF guide to property management. Thejudges would like to comment that this was a close runcategory with a very marginal difference between the gold andsilver awards.

This agent is working in a very competitive market within a smallgeographic area, which means it has had to work very hard tosecure business. Through sheer grit and determination PinkertonMurray has claimed the title of market leader in its area with animpressive market share - often new business won from otherunderperforming agents. Pinkerton Murray's number of managedlets is almost at this category's limit of 500, so the judges felt thatif their success continues it will be competing in propertymanagement's next level up in 2014. They were the first agent inthe area to offer weekend opening hours and a propertyrefurbishment service - two benefits almost unheard of in Bangorbut now copied by other agents trying to emulate PinkertonMurray's success. The judges have therefore awarded Bronze tothe agent that sets the trends in its area.

Pinkerton Murray 201-500 properties

Best Property Management AgencyW A Ellis 201-500 properties

The judging of Aston Mead got off to an excellent start with thepanel deciding that the entry was one of the best they had seenthis year. Aston Mead's property management offering coversvaluations and rent reviews; rent collection and accounts; tenantnegotiation on renewals; empty property management;insurance and tax guidance; and advice on compliance withregulations. At the heart of the business is its team. The AstonMead Academy - which was set up in 2010 to ensure all staff weretrained and forward-thinking - continues to work effectively.Clients seem to appreciate the investment in manpower, withmany of the testimonials recognising the expertise of theproperty management team. In awarding bronze the judgeswanted to acknowledge that Aston Mead is delivering a propertymanagement service unique to the area it covers, with everyonefrom accidental landlords with a sole property to institutionalproperty investors with large portfolios using its services.

Aston Mead 201-500 properties

It was clear from the award entry that Heaton Property know thatthe best result comes from putting the best possible tenant into aproperty. With this core value at its heart it delivers a well-respected and popular property management service. Heaton'sProShare+ scheme - an ultra all-inclusive package for houseshares including rent, Council Tax, all utility bills, TV license,broadband and even a cleaner - is pleasing landlords as much astenants. Heaton is rightly proud of its blemish-free disputesrecord, citing its honest, transparent and proactive attitude as abig factor in avoiding negative situations. The judges particularlyliked the paperless approach to office administration; the bigemphasis on marketing and PR; and the practice of introducinglandlords to one another, especially those who are new to theletting industry.

Heaton Property 0-200 properties

The judges were delighted to see examples of lateral thinking atCambridge Property Lettings. As well as a sound propertymanagement division - three-monthly periodic propertyinspections; all staff ARLA trained, 24-hour maintenance call outand monthly financial statements for landlords, for instance -Cambridge Property Lettings takes a lot of techniques fromother business sectors. The interviewee recounted a trip to Pariswhere he had been served a cup of coffee. The waitress placedthe cup down and turned the handle to face him. This finishingtouch really struck a chord with a company boss who alreadyhad a keen eye for detail. This level of service, now known as'The Louvre Coffee Cup Test', is applied to the whole ofCambridge Property Lettings. Taking the idea to the nth degree,the team takes a day out of the office on a regular basis to stripback the business and ask how they can improve and how theycan take it forward. The other style of thinking that stood outwas the notion that the business was a bank, where it waslooking after its landlords’ investments. Rather than justmanage a property, it is set on improving its performance, witha clear passion for controlling the asset and maximising itsrental value. The judges were also pleased to hear that a lot ofCambridge Property Lettings' business comes via word ofmouth.

Cambridge PropertyLettings 0-200 properties

SPONSORED BY

GOLD

prestigelettings agency

32

This is a boutique offering led by a team full of market knowledge. It is boutique inthat W A Ellis is a single office operation, which is actually its strength rather than aweakness. By being a solo office it has a sound knowledge base of all its clients,handling each one with kid gloves and avoiding the 'passed from pillar to post'scenario. The submission itself was hand-written, which made the entry stand outand it spoke volumes about attention to detail and commitment. The knowledgeof its business and the understanding of its marketplace is second to none. Thestaff are adept at handling some tricky and demanding customers, from MiddleEastern princesses through to some of London's most prestigious land estates.Whether the team are holding meetings in their Brompton Road office or flying offto the Far East to personally meet overseas landlords, the feeling is that you alwaysget a consummate and discreet level of service. This year W A Ellis has come awaywith awards in the customer service, single London and property management(201-500)categories, and itis the success ofthese individualfacets that pulltogether to createa trulybreathtakingprestige agent.

Best Prestige Lettings Agency

W A Ellis

Chesterton Humberts presents a completely tailored lettings offering delivered bya calibre of staff that clients trust. It is very much a prestige agent, not just an agenttrying to let expensive properties. This is an important distinction and the judgeswere looking for a prestige level of service as well as evidence of top-end homes.The submission was a bound book backed-up by some impressive supportinginformation, which is important if you're entering a category that focuses on theprime end of the property market. The judges agreed that Chesterton Humbertshas probably the best example of a tenant's terms of business they had ever seen.They present a different class of offering, with an internal research departmentworking in the background; a slick marketing operation and an air of class that is amagnet for upscale business.

Chesterton Humberts

silver

gold

SPONSORED BY

GOLD

customerservice

lettings agency

34

While you're putting on your pyjamas and slipping under the duvet, a member ofthe Streets Ahead team might be showing a tenant around a property. The agentreally does respond to its clients' needs, so late viewings up to 11 o' clock at nightare just part of its customer service package. Customer service comes naturally toStreets Ahead and the 'roll up your sleeves and get stuck in' approach is shared byeveryone. Even with one particular non-managed property, the Streets Ahead staffwent out four times to try to fix the boiler. Streets Ahead is number one onAllagents.co.uk, with a five-star rating and almost 800 reviews. In fact the clientsentiment is so positive that the review site has formed the backbone of itsmarketing campaigns. However, customer service is nothing without good staff andthe agency's partners, Bob Hay and Gary O'Hare, have a talent for employing theright people. Once in place, they're nurtured and trained with care, with almost£100,000 designated for training this year.

Best Customer Service

Streets Ahead

W A Ellis isn't content to win business and then take its foot off the gas. A proactiveapproach sees the team even flying out to the Far East and the Channel Islands to itslandlords, as well as ringing all landlords and meeting portfolio landlords on aweekly basis. The W A Ellis commitment to care has led to loyalty from bothlandlords and team members, with some landlords having used the agent for 30years and a very low staff turnover. Landlord-to-landlord referrals are high, withclients who have had their fingers burned with non-ARLA registered agents turningto W A Ellis. The judges liked the programme of social events and corporateentertaining for clients, which enables them to build relationships and gaugefeedback in a relaxed setting. There is also a £10 donation to charity for everycompleted customer survey.

W A Ellis

The James Pendleton way is to create unique roles for staff to accommodate theirstrengths and this, in part, is what led to the creation of the 'angel' customerservice concept. The agent has a dedicated member of staff whose sole role it is tosettle tenants into their new home - from recommending them an excellentplumber to giving them the lowdown on the best restaurants in South WestLondon. Winning a silver award in the innovation category of our sister awards -Estate Agency of the Year - in 2012 - the 'angel' idea has successfully beenincorporated into lettings as well, with the employment of a second angel sealingits success. With the tenants feeling cared for, James Pendleton's main lettingsteam can continue looking after its landlords. Post-viewing feedback is sent tolandlords within 24 hours; there is a round-the-clock account login facility via thewebsite; and a programme of reduced fees and payment holidays.

James Pendleton

Despite an exceptional level of growth that has seen Ocean go from zero to 1,000managed properties in just six years, the agent hasn't lost sight of good customerservice. In fact its customer satisfaction rate sits at 95%. Ocean's all-round approachto customer care is outstanding but the judges picked up on a brand new initiativeto give them award-winning status. A dedicated customer care department wasintroduced in January 2013 so standards could be maintained and improved. Thenew department has started to generate business as it helps to cementrelationships with existing landlords and tenants, while making a good impressionwith new business leads. There are in-house quarterly awards for customer serviceexcellence where peers are encouraged to nominate colleagues. Monitoring is byway of electronic questionnaires and positive feedback is shared with the wholeOcean team at the bi-weekly managers' meetings, highlighting the customerservice practices that get results.

Ocean

silver

silver

gold

bronze

SPONSORED BY

lettingsfranchise

GOLD

36

Belvoir didn't need a flashy, expensive submission to scoop the coveted gold awardfor Best Franchise. The content alone was enough to convince the judges that it wasa deserved winner but an excellent telephone interview only served to seal the deal.Belvoir's stock market flotation required lots of work and changes to ensure therewas no negative impact for franchisees. The company gained real focus, addressedprevious issues and pulled together a great proposition that should propel themforward in years to come. Although Belvoir admits that at times it was painful andexpensive, it has achieved its AIM status and come out the other side a strongerbusiness. At the heart of Belvoir's offering is a brilliant support network for thefranchisees. The business assists franchisees to make acquisitions and also providesan excellent support network via conferences, newsletters and meetings. Theambition at Belvoir is palpable, with plans to become a 200-strong network ofoffices by 2016. Thecompany wants tooffer the bestcustomer serviceand the besttechnical supportfor its franchiseesand at the sametime realises itneeds to balancebusiness growthwith businesscompliance.

Best Lettings AgencyFranchise

Belvoir

Martin & Co's over-arching knowledge of its business is excellent - a point clearlydemonstrated during a telephone interview where every question was answeredwith consummate ease. It sounds quite obvious but it's amazing how many lettingagents have lost sight of what their operation is about. The support offered tofranchisees is impressive, with financial and strategic assistance to help individualbranches grow. Research is also an area of strength at Martin & Co. Recent internalinvestigations revealed that landlords often use the same agent they buy from tolet their property so the company adapted its whole business model to allowfranchisees to take advantage of this. Research is also underpinning the vision forMartin & Co's future, with clever analysis of census data to take the business intoareas previously not thought to have a sufficient market.

Martin & Co

silver

gold

Goodchildsshortlisted

HomeXpertsshortlisted

Xperienceshortlisted

SPONSORED BY

GOLD

innovationlettings agency

38

The FleetMilne Property entry blew the judges away - it wasn't a recycled idea orsomething that had been around for years. The judges were looking for uniqueinnovation rather than a series of good ideas and found the most unique examplewithin FleetMilne. The agent redesigned its Birmingham office in 2012 to become amultifunctional space with the community at its heart. By day the office is verymuch owned by FleetMilne, a well-designed space that is convivial and conduciveto coffee meetings. However, all the office furniture rolls away to create one bigopen space when the FleetMilne day is over. It is a great set-up for seminars, trainingand functions within the FleetMilne business but it also plays host to tenants' Wiicomputer games nights and landlord/tenant social evenings. However, FleetMilnehas extended its hospitality one step further, allowing community groups to alsouse the space and it is regularlytaken over by third parties up tothree times a week. The use of itsoffice space in such a novel waydoes have business benefits too -it has been used by localentrepreneur groups through tobig blue chip companies,providing the FleetMilne teamwith priceless networkingopportunities. It is an idea that isbound to be copied.

Best Innovation

FleetMilne Property

Technology is at the heart of the Carter Jonas entry and this innovation promptedthe interviewing judge to proclaim that the idea had actually changed hisperception of the agent. Carter Jonas' idea is focused on generating more enquiriesand business from landlords and tenants. It has monitored the trend for QR codesand decided they're not for the business as they can be clunky and need specificsoftware to read. Instead it is pinning its efforts on quick links - shortened urnaddresses - which have made the transition from social media in to mainstreammarketing. Every single property now has a unique quick link attached to it whichappears in all Carter Jonas' advertising and marketing. The quick links are set-up towork on any device, from desktop PCs through to the latest smartphones andtablets. The quick links have three times the response rate of QR codes, deliver 40%more property viewings and can be constantly measured for success rates. Thejudges were sure that the use of quick links would soon be adopted by other agentsbut as far as lettings agents entered into the innovation category, Carter Jonasappear to be the pioneers.

Carter Jonas

While many of us might think of innovation as a new piece of software or agroundbreaking piece of equipment, the judges have recognised an innovativeattitude. Letfirst has taken on the challenge of working with tenants on benefits. Ithas gone to benefits offices and landlords to de-stigmatise the whole area ofrenting to people who rely on state finance. How has it tempted landlords into theequation? Letfirst guarantee the tenant's monthly rent, taking away any risk fromthe landlord. There is also encouragement for tenants in the shape of a move-in-freearrangement where no upfront deposit is required. The judges felt that Letfirstgenuinely wanted to change attitudes towards tenants receiving benefits and itsfigures have proved that it can be a profitable line of work. It has successfullycommunicated the message to landlords that tenants on benefits are no less likelyto default on their rent than any other group in society.

Letfirst

silver

gold

bronze

SPONSORED BY

GOLD

marketinglettings agency

40

Foxtons submitted a clear and concise entry which was well evidenced and easy tonavigate. A marketing campaign and brand awareness are not the same thing, andFoxtons was one of the only entrants to 'get' what a proper campaign really is. Fromstart to finish the execution was crisp and professional. There was a clear set ofobjectives working along the 'www' principle - what do we want to say, who do wewant to talk to and where are we going to place our message - allowing creative yetaccurate artwork to be produced. The new material, unmistakably Foxtons in colourand deploying the use of illustrations with double entendre text, was posted acrossa range of media channels, including ambient, print and online. In another hands-down win for Foxtons, the campaign was one of only a handful submitted that wasmeasured properly (before, during and after campaign) so a clear return oninvestment could be judged. The impact of the artwork in the award submissionwas stunning enough - with some messages purely aimed at landlords while othersappeal to a cross section of home movers - but most importantly, it delivered. Thefigures speak for themselves; website traffic up 20%, landlord valuation requests up59% and new tenant applications up 31% after the campaign run.

Best Marketing

Foxtons

From the giant of Foxtons to the single office of Hudsons where, despite its smallstature, creativity knows no bounds. A strong marketing campaign is essential toHudsons as its office lies within a conservation area and its office has no realfrontage to speak of, making publicity a challenge. So it has thought outside thebox and hired a vacant shop front in the West End where it runs a variety of strongmarketing campaigns. Each campaign is themed: the Olympic example wasvisually arresting; but the Christmas advent calendar was the judges' favourite.Hudsons, ever keen to reinforce its links with other respected and independentlocal businesses in its geographical area, worked with local companies to offerincentives and give-aways. Each day a member of the Hudsons team opened thedoor corresponding to the date to reveal another local offer. The clever bit? Toqualify for the offer and to find out more details the public had to scan a QR codeor input a quick-link url on their smartphone. They were then directed to theHudsons website, where traffic could be precisely monitored. From the adventcalendar campaign alone there was 40% more traffic to the Hudsons website. All ofHudson's marketing activity is underpinned by its distinctive red, white and blueillustrations which forgo any property images. Its consistent use strings togetherprinted marketing collateral, a beautiful website and the shop front campaigns.

Hudsons

What marked James Pendleton out from a crowded list of submissions in thiscategory was its micro-campaign solely targeting landlords and tenants. The 'Welet, you relax' narrative is a brilliant stand-alone creative that communicates amessage quite simply - personifying the 'less is more' idea. James Pendleton wasclear that it wanted landlords and tenants to know that using them for lettingswould be a stress-free exercise. The friendly font and use of lifestyle images reflectthe young, vibrant mood within James Pendleton, and also serve to set themindset for tenants and landlords consuming the artwork. More importantly, themicro-campaign featured an exclusive 15% off fees offer, allowing the agent toaccurately measure its success. Broadly, applicants were up, market proposals wereup and proposals converted to instructions rose 3%. More accurately, 37 potentiallandlords called James Pendleton as a result of a direct mailer featuring thecampaign and of those, 31 converted to instruction. The 'We let, you relax' micro-campaign is part of a wider 'We' prefixed over-arching campaign that is totally'owned' by James Pendleton, giving its marketing consistency and coherence.

James Pendleton

silver

gold

bronze

Pinnacleshortlisted

SPONSORED BY

GOLD

outstandingcontribution

lettings agency

42

Ian Potter has been involved with theprivate rented sector for over 20 years;formerly as an agent before becoming afull time employee of ARLA. Previously heworked for twenty years in the bankingsector, and brought his negotiating,management and financial skills andqualifications to the property industry ina career which has seen him move frommanaging a typically varied portfolio ofprivate and corporate clients tobecoming a director of ARLA, thenBusiness and Compliance Manager,Operations Manager, and finally hisrecent appointment to ManagingDirector. This wealth of experience putshim in a unique position to drive ARLAforward for the benefit of its membersand also lettings clients across thecountry, and his work involves regularmeetings with stakeholders, MPs andother interested parties as well asmeeting as many members as he can tohear all sides of the PRS debate. He hasbeen very involved in the recent drive to require letting and managing agents toprovide their clients with consumer redress through amendments to the Enterpriseand Regulatory Reform Bill. He is passionate about raising the professionalism of thePRS, with a very firm belief that better consumer experiences will result in the sectorgrowing in a sustainable manner as opposed to growth through extraneous factors.

OutstandingContribution to theLettings Industry

Ian Potter FARLA (Hon) FRICS

SPONSORED BY

blockmanagement

agency

GOLD

44

The judges felt that Chesterton Humberts was a safe pair of hands in which toentrust a block of flats, and that stems from a sound company structure, attentionto training and a willingness to 'muck in' in times of crisis. The agent appreciatesthat its property managers spend a high proportion of time away from their desksso it employs a desk-bound assistant - who is fully up-to-speed with theirmanager’s portfolio - so if a client calls when the manager is away there aren't any'I'm sorry I don't know' moments. There was clear evidence of exemplary moneyhandling, following the RICS code of conduct, complemented by the CML softwarepackage for accountability and transparency. Staff are motivated and thoroughlytrained, with webinars and external speakers as well as in-house training. Stand-out features include site visits with an application on an iPad that geo tags the timeand place of the inspection (co-developed by a Chesterton Humberts Director);comprehensive PDF guides to block management; on-site surgeries for tenants; analmost paperless communication system, which has helped the agent achieve theISO 1400 1; and the use of an energy broker to drive down utility bills for tenants.

Best Block Management

Chesterton Humberts

Premier Estates silver

gold

The Ringley Groupshortlisted

This block management specialist sets out its stall right from the beginning bysending clients its customer charter. Once there in black and white, PremierEstates starts to deliver a fine service that is propelled forward by its quiteastounding staff. Managing Director Ben Jordan's dedication to blockmanagement is reflected in his fellowship of IRPM, and ARMA Chairman status.The standards are high within the team - almost all estate managers are qualifiedmembers of IRPM and the majority hold the AssocRICS property managementqualification. This is more than comforting for both landlords and tenants, whobenefit from regular monthly newsletter updates as well site visits at least once amonth. It was quite refreshing to hear that, despite a strong website offering,electronic communications and a commitment to developing a tenant’s onlineportal, Premier Estates still place the greatest emphasis on picking up thetelephone and talking to clients.

SPONSORED BY

NEWCOMER

GOLD

lettings agency

46

Newcomer Leader & Co have jumped straight in with technology such as 24-houronline account access for both tenants and landlords, and a system that allowstenants to book a property viewing online. Everything that Leader & Co is doing iswhat you would expect from an established, experienced agency, so themanagement has obviously spent time analysing what has been successful forother, bigger agents. There is an emphasis on responding to queries within a quicktime frame and dedicated members of staff allocated to specific clients forcontinuity. There is also evidence of great community work and charitableendeavours, strengthening links with local people. Little touches such astelephone lines open from 9am to 9pm, a three-month probationary period onproperty management, and individually-created, bespoke letters for clients ratherthan a 'fill in the blank' system, are ensuring Leader & Co is making the right wavesdown on the Dorset coast. A great start-up that will continue to experience successif it keeps the momentum going.

Best Newcomer

Leader & Co

gold

SPONSORED BY

studentlettingsagency

GOLD

48

It is not often that the judges are presented with something completely differentbut with The Living Room Letting Agency this was definitely the case. This agenthas identified its market and has run with a number of creative ideas to attract andmaintain business. The Living Room's prominent nightclub-style officesimmediately strike a chord with the students in Swansea. But for all its youthfulpositioning and flyers at student hotspots, The Living Room has also realised that alet with its business is probably the first time a student has had to manage theirown accommodation. The agent has built relationships with student advice centresand accommodation officers, as wellas implementing a text and emailcampaign, including advice on howto leave a property safely before avacant period. Novel ideas such as a'props' cupboard which can beraided to dress empty properties;pre-booked cleaners; maintenanceteams for peak periods; and groupviewings with a chauffeur service;give The Living Room an edge overits competitors.

Best StudentLettings Agency

The Living Room Letting Agency

You can forgive students for thinking that Pinnacle is actually a real friend of theirs,such is the business’s determination to ingrain itself in student life in Cardiff. There is aPinnacle presence at fresher's week and graduation ceremonies, the brand is activeon Facebook and Twitter, there is support for student elections, and even thedistribution of branded clothing bearing the unmistakable 'I Love Fanny Street'campaign slogan. Elsewhere Pinnacle has responded to the uphill maintenancechallenge associated with student lets by deploying a software log where tenants canreport an issue, view when contractors are attending or see if a fellow housemate hasalready registered the issue. There is also weekly pay for maintenance contractors tokeep them incentivised. The judges noted that Pinnacle wasn't frightened of drivingup the standard of student accommodation, even showing landlords other propertieson its books to illustrate the level of let it expects.

Pinnacle

Apart from doing what is says on the tin - all bills are included in the letting price -Bill Free Homes is running with the technology so favoured by the youngergeneration. Students are encouraged to use Facebook to report issues and a 24-hour reporting system ensures all jobs are sent to the full-time maintenance teamvia iPads. There is a lease-generating website that kicks in when tenants have filledin the correct information and an online signature system for overseas students.Student perks with a hidden business agenda include 'find-a-room-mate' events,quiz nights, access to a pool car and use of a Bill Free Homes-branded bicycle for ayear. However easy it may be to get carried away with its hedonistic tenants, BillFree Homes hasn't forgotten the needs of its landlords. It produces colour codedmaps that illustrate investment hotspots and leases directly from landlords fortypically between three and six years (before sub-letting to students) to providelong-term peace of mind. The judges also gave Bill Free Homes credit foremploying students during busy periods with some of these temp student staffgoing on to become permanent employees.

Bill Free Homes

silver

gold

bronze

GOLD

lettingssupplier

50

The judges were very impressed with the submission from Duel Services and thesehigh professional standards extend across the business in general. Duel are leadersin their field, providing a comprehensive range of plumbing, heating, electrical andassociated works in their area to a portfolio of prestigious clients. They haverecently invested in more engineers, organisational staff, new premises, brandingand technology and their resulting service exceeds client expectations. Along withtheir on-the-road service, they actively go out of their way to educate landlords,offering updates on legal requirements and assessments of their properties;uniformed engineers are solution-focused and able to use iPads to transmitcertification information to the office to ensure speedy paperwork submission, andthe whole team are encouraged to support the company's many chosen charities.Duel's pricing strategy remains very competitive and due to their vision andgrowth,client feedback and profits are impressively healthy.

Lettings Supplier of the Year

Duel Services

A concise and straightforward submission gave the judges their first insight intothe success of this property software solution provider. The company's 'all-in-one-place' product offering has enabled clients to cut down considerably onadministration costs and is tailored to each business, ensuring that the optimumcombination of services is implemented and the staff are trained accordingly. VTUKassess every client's business thoroughly before suggesting any solution andregular software updates in response to client requests ensure the products arealways as efficient as possible. Finally, VTUK's customer service-led approach andhigh client retention rate secured this joint silver award from the judges.

VTUK Ltd

Reapit provided a memorable submission including an iPad presentation, and theirclaims were backed up by their case study client: 'Reapit's culture of constantdevelopment and innovation is an essential part of our client acquisition andretention strategy'. Their twin aims are to cut client costs and improve clientproductivity and with their integrated software and website packages, efficiencysavings can be scientifically measured. Reapit are pro-actively in touch with clients,using a variety of methods including road-shows, quarterly reviews and training,and the judges felt that this formula along with their notable industryaccreditations and substantial market share make them worthy joint silver winners.

Reapit

silver

silver

gold

SPONSORED BY

SPONSORED BY

website

GOLD

lettings agency

52

If you were a complete property novice with not one scrap of knowledge aboutlettings, the first place the judges would direct you to is the Foxtons website.Having viewed numerous online offerings during the judging process, Foxtons wasthe one all-encompassing product - as informative to the 'accidental' landlord as itis to the portfolio property investor. With 17 million page impressions each month,the website has to deliver. The user journey is made simple with clear navigation,large images, area-focused market insights and innovative ways to search forproperty (by map, drawing, postcode, tube or school). The 'My Landlord'dashboard is the finest login portal in its field, while the 'landlord resources' are amust-view for anyone starting their journey in lettings or for legislation-rusty oldhands. Foxtons has helpfully created a 'view a sample account' area; essential fornervous landlords who are not used to running their investment portfolio online.Tenants haven't been forgotten and they get their own login portal including afully populated Q&A area and slick search facility where the arresting images drawthe user in. As well as operating on a superior client-facing level, the Foxtonswebsite is seamlessly integrated with its CRM programme. The judges also thoughtit was worth noting that the dynamically-changing set-up of the Foxtons website,which automatically adjusts, depending on the type of device used, is a goodblueprint for all property websites.

Best Website

Foxtons

With the title of 'most visited agency site in the UK', Your Move can't afford to standstill. The last 12 months has seen the agent re-shape its online offering in line withcustomer feedback garnered at panel sessions. For instance, the top navigationlayout was altered after client research, and an upgrade of the full property detailsnow features a 'carousel' of images. A selection of 'you may also like' properties andthe ability to share the details on Facebook and Twitter is also in evidence.Landlords are promised that their property will be online within a day ofinstruction, which is a great promise considering the size of the Your Moveoperation. The website is a one-stop shop for landlords, with a yield calculator, anat-a-glance breakdown of services checklist, details of current lettings legislation,and a wealth of other landlord-focused information. And for tenants? The MyMoveaccount facility lets them keep track of their searches, while the guide for tenants,FAQs and glossary form the heart of an informative tenants’ area. Behind the smartdesign and clear layout is some meaty thought - Your Move has invested moneyand energy into search engine optimisation, a marketing campaign that drives sitetraffic and a news section that encompasses breaking news, newsletters, socialmedia and a blog.

Your Move

On face value the Xperience websites (which encompass CJ Hole, Ellis & Co, Parkersand Whitegates) are a clutch of well designed and easy-to-use interfaces. However,behind the scenes is some serious programming and building work. For starters, thesite is built using html 5, which is designed to create a seamless online product thatfunctions at high capacity on all devices, from PCs down to smartphones. To a largedegree Xperience lets its customers shape the online journey, with focus groupsand customer surveys reviewed to improve the site. The agent also analyses onlinecustomer behaviour, logging how a user interacts with the site and how their onlinejourney could be made better. The judges liked the option of using Facebook andGooglemail to log into the website, while there is interesting content via an onlineTV channel and YouTube, with many properties being turned into 'videottes'.Xperience knows that the internet plays a huge part in its agents' present andfuture, and its passion for building business from online enquiries is clear.

Xperience

silver

gold

bronze

SPONSORED BY

training &development

GOLD

lettings agency

54

There is staff training then there is Edmund Cude staff training. The directors takethe matter so seriously that they employ actors to come in and engage in role play,adding an extra frisson of reality to training scenarios. It was the first time that anyof the judges had heard of this approach to keeping its employees at the top oftheir game. The judges were also taken aback when it was revealed the EdmundCude staff actually enjoy being mystery shopped. Staff/client telephone calls arerecorded every quarter and played back to the team with a professional coach onhand to talk through how the conversation could have been improved. Every singleEdmund Cude employee works towards a professional qualification and the teamsare kept motivated by a bonus scheme that is more rewarding and rounded than apure commission structure. The impressive six-month reviews see a number ofdevelopment objectives set and each member of staff is graded per area. If theyreach the pass mark - typically 80-90% - there is a financial bonus. Staff loyalty isearned by offering profit share after three years of service, monthly team events,and even an annual trip overseas for the whole company. A deserved gold award fora company going above and beyond in a category of high standard submissions.

Best Training & Development

Edmund Cude

Orchards of London has always taken pride in its development and training, andthis year its efforts haven't gone unnoticed. The judges got the feeling the directorswere constantly asking "We know it's good but how can we make it even better?"with improvements benefiting its team as much as its clients. Training, which isformally undertaken for three hours every fortnight, to which the businessattributes a substantial increase in lettings turnover, while the team's request forflexible working hours was granted, leading to an improved working environment.Orchards' willingness to listen is apparent, with the company managing to reducestaff turnover by 80%. This reduction is, in part, due to the rule of internalpromotions only, allowing ample opportunity for employees to move up the careerladder without looking elsewhere. Orchards really believes in its staff and rewardsaccordingly. An in-house buddy system, anonymous feedback questionnaires toimprove staff training and an emphasis on training team members to train otherstaff strengthens the Orchards’ network from within, and fosters a desire toimprove and succeed.

Orchards of London

Romans appreciates that to get the most out of its staff its needs to train them todo more than just answer the telephone. All staff have a week-long induction withon-going training addressing areas of law, best practice, winning instructions,customer service, lettings regulations and more. Whether the training is deliveredvia group coaching and mentoring, or via technology-driven training programmes,the result is always more confident and informed individuals who are able todeliver a comprehensive service to landlords and tenants. The judges picked up onthe notion that the senior management at Romans actively encourage and delightin seeing staff progress their careers within the group, where each employee'sindividual personality is allowed to shine through. A broad mystery shopperprogramme is designed to identify areas of weakness and allow Romans toimprove on its already impressive track record.

Romans

silver

gold

bronze

Castledene – shortlisted

Aston Mead – shortlisted

SPONSORED BY

56

The winner of the Best Lettings Negotiator award comes from an agency that isbreeding winners. Rochelle Latham was nominated in this category by Sewell &Gardner's Lettings Director, Jane Gardner - a personal seal of approval from one ofthe agency's founders. Even though Rochelle is a part-time worker, she is theorganisation's most profitable member of staff - bringing in over £20,000 in renewalfees. Rochelle was described in the award submission as 'the lettings oracle' and shehas enjoyed a rapid rise to prominence since she joined the company as a weekendnegotiator in 2002. Credit, in part, has to go to Sewell & Gardner for allowingRochelle a flexible working arrangement so she can juggle raising her young familywith continuing her formal training. She passed her ARLA Legal Comprehensionexam with flying colours , swiftly followed by her Advanced Legal exams. Now aFellow of ARLA, the trainee has become a trainer, allowing Rochelle to run theapprenticeship and graduate training courses at Sewell & Gardner. Rochelle'sbackground in marketing has proved to be a big part of her winning formula, as shequickly positioned herself as the area's local industry 'guru' - writing newspapercolumns and blogs. Now Rochelle is called upon by landlords and tenants for herknowledge, tenacity and compassion - she is often requested by name and has abulging folder of glowing testimonials. Incentives credited to Rochelle include theSewell & Gardner VIP Landlord Club and a new property details system. Whethershe's dealing with wasp nests at 3am, representing landlords in court, inspectingproperties, or drawing up tenancy agreements, Rochelle delivers a consistentlyexceptional professional service.

Best Lettings Negotiator

Rochelle Latham at Sewell & Gardner

This new award for 2013 is designed to recognise the dedication and hard work ofthe industry's lettings professionals. Twelve candidates were shortlisted for a roundof interviews before the panel voted on a final winner. It was a close call but theoverall winner was Karen Rupprecht at letting agent CJ Hole. The judges werelooking for a very rounded lettings manager who displays skill not only managingclients but also managing staff. Karen was nominated by her Director Chris Hill,which speaks volumes in a category where entrants could also nominatethemselves. On the question of delivering bad news, Karen cited her background ininsurance and employment as perfect grounding - equipping her with good graceand the ability to deliver sometimes undesirable information with a smile. Her smileis swiftly followed by a reassurance that she has everything under control and is atall times acting as the 'eyes and ears' of the landlord. It is a genuine response whichhas earned her respect in the world of lettings. As well as watching the back of herclients, Karen also looks out for her team, displaying a nurturing and supportive sidewhilst drilling the staff to operate professionally and efficiently. Karen has workedclosely with graduate employees, imparting her knowledge and supporting herAssistant Manager during her diploma exam. Not one to neglect her ownprogression, Karen herself recently achieved the ARLA Technical Award. However, itwas Karen's caring side that sealed this award. The judges recognised her notableefforts in the community and for charity, and were taken aback that she spent threehours giving a landlord advice, even though he wasn't one of her clients. Karenshows great professionalism and compassion in all that she does.

Best Lettings Manager Karen Rupprecht at CJ Hole

SPONSORED BY

58

Lettings can be a bumpy road with its ups and downs but the outstandingwinner in this category is adept at turning a difficult situation into a good one.Reagan Bradley at Sewell & Gardner stood head and shoulders above the otherentrants. Ever the proactive worker, Reagan was unhappy with the various third-party inventory companies being used at the agency, as poor service was leadingto complaints. She decided to take the inventory role in-house and trained withThe Association of Property Inventory Providers so she could personally qualitycontrol the exercise. Reagan has also brought in key performance indicators, andher innovative thinking is keeping landlords happy - the nub of a PropertyManager's role. These factors and her introduction of discounts throughout theyear and reduced fees for loyalty has led to something of a cult following, andReagan even sends landlords birthday cards. As well as steering themanagement ship in the right direction, Reagan also involves her negotiators sothey too can feel 'ownership' and a sense of achievement, with the member ofstaff who secured the management going along to the property with Reagan foran official handover. Reagan is a breath of fresh air in our industry and the judgesare delighted to award her with this prize .

Best Property Manager

Reagan Bradley at Sewell & Gardner

Christopher Hamer, The Property Ombudsman

Mark Hayward, Arbiter

Julie Twist, Julie Twist Properties

Julie Westby, NAEA

Simon Whale, Reapit

Mark Crampton Smith, College & County

Sarah Kemp, Ravensworth

Trevor Youens, Aspasia

Jon Hallett, Jon Hallett

Sim Sekhon, Legal 4 Landlords

Stephen Hayter,MyHomeMove

Ian Stratford, Home Sale Network

David Pollock, Greene & Co

Brian Farrell,Metropix

Lisa Isaacs, Freelance Journalist

Sam Jones,Moneypenny

Ian Potter, ARLA

Russell Manning,Manning Stainton

Frank Webster, Finders Keepers

Jane Ingram, Savills

Mal McCallion, Floorplanner UK

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 Mark Haywood, Chairman, NFOPP who kindly acted as Arbiter during the judging process.

THANK YOU | To the Judges

The Chapel, Reigate Road, Leatherhead, Surrey KT22 8RA01372 370847 info@estateagencyevents.comwww.estateagencyevents.com

Organised by:

With thanks to all of our sponsors and supporters: