lettings agency

The 2012 Judges’ Report

ContentsMessage from the Chairman of the Judging Panel 1

Best Lettings Agency 2012 Overall Winner 2

Best Northern Ireland and Best Scotland Lettings Agency 3

Best UK Large Letting Agency 6

Best UK Medium, Small and Single Office Agency 8

Best London Lettings Agency 10

Best Central Lettings Agency 12

Best Midlands Lettings Agency 14

Best Northern Lettings Agency 16

Best South East Lettings Agency 18

Best South West Lettings Agency 20

Best Wales Lettings Agency 22

Best Property Management Agency 24

Best Prestige Lettings Agency 30

Best Customer Service 32

Best Lettings Agency Franchise 34

Best Innovation 36

Best Marketing 38

Outstanding Contribution to the Lettings Industry 40

Best Block Management 42

Best Newcomer 44

Best Student Lettings Agency 46

Lettings Supplier of the Year 48

Best Technology & Online 50

Best Training & Development 52

lettings agency

1

Once again the judging panel forthese annual awards has beenfaced with a huge task. The judgingprocess sees individual judgesgiving detailed consideration to theentries in each category, furthertesting the submissions throughtelephone discussion with theentrants and perhaps carrying outsome mystery shopping.

The judge then has to present their findings and recommendations to thepanel. My role as Chairman is to oversee the process, ensuring that it is fair,that the approach taken to assessing the entries is consistent, that therecommendations for an award are arrived at objectively and above all toensure that the panel as a whole has the opportunity to question thefindings and proposals. The final decision is that of the panel and I canassure all entrants that a rigorous process is indeed applied.

I note that this year there were some first time entrants amongst thoseseeking to show that their particular business was worthy of an award andwhilst they may not have been successful on this occasion I congratulatethem along with everyone else for laying themselves open to examination.

Inevitably perhaps some of the award winners being announced at theceremony will have been winners in previous years. There can be noassumption that winning one year will bring the same result the next yearand I should therefore emphasise that such firms only continue to winbecause they continue to develop their approach to customer service, toinnovation and business practice.

The judging panel was comprised of extremely well-experiencedindividuals from the property world. Their names appear elsewhere inthis report.

My thanks go to them for their commitment and determination.

Christopher J HamerThe Property Ombudsman

Message from theChairman of thejudging panel

SPONSORED BY

OVERALL WINNER

lettingsagency

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Oxford-based Finders Keepers offers a range of lettings services, from lettings andproperty management, student letting and property management, search andacquisition, building and refurbishment and contract furnish and interior design.But it isn’t its extensive service offering that impressed this year’s judges, but itsuniqueness in employing staff on a fixed pay basis, rather than on commission,which helps staff focus on attracting quality tenants. Judges were also impressedwith the agency’s policy of assigning office managers with property portfolios tomanage, which allows quality service standards to be generated at the top of thebusiness and filtered down to all staff members within their teams.

All staff are based in offices local to the properties they manage, rather thanmanagement issues being dealt with by a call centre, which the agency believeshelps staff to build long-lasting client relationships. Property refurbishmentprojects can be undertaken in-house and managed to coincide with re-let dates,maximising the efficiency of the management service and minimising the risk ofvoid periods. All services, from check-ins to property inspections, are managed in-house, rather than outsourced, which the agency believes it is obliged to do giventhe importance of the tasks at hand.

The firm’s 24/7 emergency line is manned by its own staff on a rotation basis, tohelp deal with issues in a timely and cost-effective manner. Client accountants aredeployed in each office to manage landlord payments, retentions and contractorpayments. This, together with its robust systems and tight credit control, enablesthe agency to boast an incredibly low number of tenancies that end in depositdispute (0.15% of 3,341 tenancies), as well as the fact that 99.27% of rents arecollected and paid on time. Finders Keepers prides itself on its staff’s extensiveknowledge of the market, which is why the firm invests heavily in staff training, andwhy each staff member has a bespoke annual training plan. An impressive 69% ofeligible staff have passed the NFoPP Technical Award in Residential Letting andProperty Management in the past 24 months. Its commitment to staff explains staffmembers’ loyalty, with 90% of its office managers having been with the businessfor more than 10 years.

Judges loved the level of detail on the agency’s website, which includes listings ofthe 10 closest gyms to each property, school catchment areas, navigator guidesshowing the best bars, walks and sports clubs in the area, and renting FAQ guidesin 10 languages. Client testimonials wax lyrical about Finders Keepers exceptionalservice standards and its helpful and friendly staff, who never falter to go the extramile. Its comprehensive lettings and property management service has enabledthe agency to grow income by 4.3% and profit by 4% in the last 12 months alone,and produced a profit margin of 18.1%. Judges agreed that this agency’s vastrange of services, incredible attention to detail and exceptional customer servicemake it the clear overall winner of the 2012 Lettings Agency of the Year Awards.

Best Lettings Agency 2012OVERALL WINNER

Finders Keepers

SPONSORED BY

uklettings agency

3

Reeds Rains’ Bangor-based office in Northern Ireland boasts a ‘razor-sharp’ lettingsservice with ‘on the ball’ staff offering a relaxed style of customer service thatimpressed the judges. Competition doesn’t come anywhere near this agency’scomprehensive service offering, which is underpinned by robust systems andprocesses, assuring landlords and tenants of its high standards. The LSL-ownedagency trains staff on an ongoing basis and ensures that new staff members arementored until they hit these standards. This attention to detail has enabled theagency to steal a march on their competitors in just under two years since beingrebranded from Halifax to Reeds Rains as part of LSL’s acquisition of HEAL in 2010.Turnover has increased by 110% year-on-year.

Reeds Rains

A firm of chartered surveyors, Edinburgh-based Rettie & Co is a smart agencyboasting fantastic presentation in every aspect of its lettings service offering.There’s substance, too, with a 24-hour property management service, robustsystems and processes, which include strong credit control, ensuring that 99.7% oftheir rents are collected on time. Judges were particularly impressed with the useof solicitor-based training for all staff, who are consequently enthused about theagency and highly competent in the delivery of competitive service underpinnedby accurate and up-to-date market nous. Judges also liked the firm’s use of videostreaming on its website, and its overall ‘rock-solid’ business proposition.

Rettie & Co

Having been in the business for over 40 years, Fineholm knows a thing or twoabout the lettings market. The agency operates in central Glasgow and centralEdinburgh and has a strong grasp of the power of social media, and regularlyupdates its Facebook and Twitter pages, as well as its own website. Judgesdescribed the agency, which is run by two sisters, as ‘absolutely brilliant’ in itsapproach to credit control and detailed credit references, as well as itscomprehensive staff training programme. The agency was the first ARLA-registeredlettings agency in Scotland. They particularly liked the ongoing monitoring ofclient calls to maintain service standards, and its clear and concise complaintsprocedure for tenants and landlords of its 1,500 managed properties.

Fineholm Lettings Services

Orchard & Shipman - shortlisted

Best ScotlandLettings Agency

silver

Best Northern IrelandLettings Agency

gold

gold

SPONSORED BY

uklettings agency

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silver

bronze bronze

Judges were bowled over by Foxtons’ awards entry, describing itas ‘the definitive submission’. It boasted a long and comprehensivelist of unique features, including longer opening hours than most,from 9am to 8pm weekdays and 9am to 5pm on weekends andBank Holidays, with phones manned from 8am to 8pm seven daysa week, enabling landlords and tenants to speak to a humanbeing rather than a machine. Services include short-term lettings,long-term lettings and event lettings, such as its 2012 OlympicGames offering, as well as a full property management service anda corporate service, which is a relocation service for corporatelandlords. Secure online payments are available for landlords tocheck all details of a let, as well as electronic signatures. Around73% of all payments are now processed online. Judges praised aproperty management service for all vacant properties, and

Foxtons

gold

The UK’s biggest agency group boasts 46 property brands, whichinclude Bairstow Eves, Hamptons International and John D Wood,which means its customer service management challenge istougher than it is for most businesses. National PropertyShowcase & Landlord events run across the country throughoutthe year, featuring no less than 17,000 properties to buy or rent.Judges praised the group’s dedicated renewals team and graduatemanagement programme, as well as its partnership withNationwide, which trains all branch staff every six months in buy-to-let landlord advice and services. Last year, Countrywidelaunched AgentPro, a unique system that runs across all brands tohelp ensure compliance and that all complaints are dealt withswiftly and satisfactorily. A range of marketing campaigns hashelped retain existing clients and attract new ones, with eight run

Countrywide

A full suite of lettings services is offered by Your Move branchesacross the country, regardless of their location. Landlord servicesoffered by the LSL Property-Services-owned agency include atenant find service and a rent collect (premier) service. They alsoprovide a fully managed service and make extensive use of ‘TheHub’, which is a purpose-built lettings and management IT systemunique to Your Move. Landlord payment is arranged quickly andefficiently, with most payments now done electronically.Following LSL’s acquisition of Halifax Estate Agency Limited inJanuary 2010, Your Move now manages 27,000 lets and a propertyportfolio of more than 18,000 units at any one time. The judgespraised its ability to reduce complaints year-on-year, and its abilityto market rental property within 24 hours of being instructed as aresult of its QuickLet IT system. Around 75% of all Your Move staffare ARLA-qualified, with all staff training and updates managedfrom The Hub. These high standards translate directly into itsservice levels, which are consistently high across the Your Movenetwork of offices.

Your move

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Foxtons’ comprehensive staff training programme, with staffforbidden to have client contact until they have completed a fullinduction course. Café-style offices, the original branded car fleetand consistently-competitive customer service standards arefurther examples of Foxtons’ excellence, with 85% of landlordsclaiming that they would use the agency again.

Hamptons International was praised by judges for itsprofessionalism and clear and concise communications withlandlord clients and tenants, with staff consistently prepared togo the extra mile to ensure client satisfaction. A customerexperience survey by the Countrywide-owned agency led to thepublication of its ‘Firm Foundations’ booklet, which was recentlygiven to staff to ensure that consistently high standards aredelivered throughout its office network. Judges praised theagency’s use of digital signing, the development of an iPad appand its equestrian department as commendable offeringswithin its lettings division.

Best UK Large Lettings Agency

throughout 2011 alone. A staggering £2.4m was invested intraining and CPD last year, which is a 100% increase on 2010.

Hamptons International

SPONSORED BY

uklettings agency

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This Oxford-based agency’s service offering is supported by fully-trained staff and a tight control of services, such as check-ins,check-outs and property inspections. Judges praised its policy ofavoiding staff commission to help optimise tenant quality, as wellas its decision to have its 24/7 emergency service manned by itsown staff, rather than outsourcing them, to help deal with issuesin a timely manner. Robust systems mean that just 0.15% oftenancies currently end up in deposit dispute and 99.27% of rentsare collected and paid on time. Finders Keepers prides itself on itsstaff’s market nous, hence its investment in staff training. Judgesparticularly loved the level of detail on the agency’s website,which includes renting FAQ guides in 10 languages.

Finders Keepers

Judges were unanimous in voting Northfields overall winner ofthis award category. From its listing of rental properties oncountless major property portals to targeted marketing andadvertising for all rental properties, the agency exudes lettingsexcellence. The firm proactively attracts tenants from outsideLondon through its membership of Home Sale Network whom itservices with highly-qualified and extensively-trained staff forwhom going the extra mile for clients is standard to theircustomer service offering. Judges were overwhelmed by theagency’s extensive lettings services given its relatively small size.These include free rent collection, property inspections andinspection reports with photos, as well as a relocationdepartment. Bespoke technology helps the agency communicate

Northfields

There was no doubt in the judging panel’s mind thatMyLondonHome should be crowned winner of the UK SingleOffice award 2012. From its bespoke IT property maintenancesystem, HelpSpot, which allows real-time reporting, to itsextensive inventory process, which checks properties pre, postand even during a tenancy, this firm oozes lettings agencyexcellence. MyLondonHome ensures that everything it does is inthe interest of its landlord clients. The firm believes that keepingtenants happy is instrumental in helping it do this, which is why itnever fails to go that extra mile in delivering great customerservice. Judges were particularly bowled over by the efforts ofmanaging director, Steven Herd, in dealing with a tenant who hadapplied for a Houses in Multiple Occupation license for a property

MyLondonHome

gold

gold

PASSIONATE ABOUT PROPERTY

gold

9

No job is too great for this agency, which is a clear winner of yetanother award category at this year’s awards.

Best UK Medium Lettings Agency

quickly with tenants and landlords via email, Twitter andFacebook. The judging panel agreed that this London agency’sstandards far surpassed those of peers across the country, andthat it has helped play in a major role in raising industry standards.

Best UK Small Lettings Agency

owned by one of his clients. Not only did Herd persuade hisclient’s bank not to withdraw his mortgage on the property, buthe negotiated an arrangement whereby the client was allowed topursue their HMO plan with the consent of the client, retainingboth parties in the process - a prime example of why this firm isfully deserving of this prestigious accolade.

Best UK Single Office Lettings Agency

SPONSORED BY

londonlettings agency

10

This London agency exudes excellence in every aspect of itslettings service. Judges praised its specialist corporate andrelocation departments and Moving to London guides, as well as itsinternational desk, which boasts 20 different languages, and ascheme with Lloyds TSB enabling tenants to open a UK bankaccount before they have a UK address. A Customer InsightDepartment monitors customer service standards by phone and inwriting with all tenants and landlords and delivers the feedback toall staff members. A Clients Services Department is dedicated tobuilding relationship and trust with clients, as well as keeping theminformed of changing market conditions. Weekly workshops areheld with managers and negotiators to share new legislation andtrends, along with an open forum on issues facing staff. All staffooze passion and competence for the lettings market and theiragency, which is clearly appreciated by clients, who consistentlywrite rave reviews about the West London agency’s service. Animpressive 99% of landlord clients and 89% of tenants would usethe firm again. Judges particularly like the agency’s ‘Local knowhow. Better Results’ initiative, which requires all negotiators to takea 50-question test on their local office area. They were unanimousin the opinion that Marsh & Parsons is a progressive and dynamicLondon agencythat hasdemonstratedoutstandinggrowth andleadership withcustomer service,and which haslocal communityat its heart.

Marsh & Parsonsmedium agency

North-London based Martyn Gerrard boasts floor plans with everyproperty and ARLA-trained staff, who between them speak 18different languages. The agency prides itself on its open,transparent and fair business practices, which as part of itsmarketing campaign, include an invitation to landlords to getproperty appraisals from competitor agencies. Judges wereimpressed with the agency’s dedicated property managementdepartment and SEO investment. Staff undergo regular trainingsessions, with all members of the lettings team friendly,knowledgeable and clearly proud to work for the long-establishedagency. This has resulted in over 50% of new landlords being aresult of client recommendation. All landlord clients have an onlineaccount, with a facility to make online payments in the throes ofbeing developed. Judges praised the solid business practices andlong-standing success of Martyn Gerrard, and its ability to grow itslettings business in line with its high quality agency ethos.

Martyn Gerrardmedium agency

Edmund Cudemedium agency – shortlisted

silver

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gold

gold

PASSIONATE ABOUT PROPERTY

gold

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Northfields was the winner of this category because of itsimpressive development over the last few years, particularly itsshift from being a deal-centric business to one focused onexceptional customer service. A case in point is the recent visit ofa pregnant landlord to one of Northfields’ offices during the Aprilshowers, who a member of staff offered to drive home. Anotherexample relates to a member of staff who played the role oftranslator for a polish couple of tenants for a week after theymoved in to their rental property. Email enquiries are respondedto within 15 minutes of receipt, and this policy is monitored on anongoing basis as part of its client service contact centre, Baseline.A comprehensive training programme ensures that staff offerconsistently high levels of service, with modules rated by staff toensure training addresses their needs. Judges particularly likedthe agency’s use of social media to communicate with clients, andits quirky inclusion of a furniture item of the week on its website.

Northfieldssmall agency

Judges loved MyLondonHome’s training ethic, based on staffprofiling, which has helped it build a dedicated lettings teamfocused on landlord client and tenant care. An in-housemaintenance team and bespoke IT system enable the agency torespond to issues in a highly-efficient manner, maintainingcustomer service levels. The numbers speak for themselves, withthe firm having retained 99% of its landlord clients for the secondconsecutive year. Features of the London agency’s service includedaily rental payments and same day check-outs. New business iswon with the help of a new business manager and online andradio promotion. Judges commended the business for beingincredibly well-focused, profitable and innovative in its approachto the lettings business in a highly-competitive market.

MyLondonHomesingle office

Judges described this firm as ‘absolutely excellent’, particularly itsfocus on supporting new residents in the Capital through the useof guided walks and printed guides. Exceptional customer servicehas recently included the transfer of a tenant from a rodent-infested apartment into a Young London-owned unit to give theagency time to address the issue. They also provided mealvouchers for the tenant for the inconvenience of the temporarymove. Young London prides itself in teaching the lettingsbusiness to non-agency staff members, which enables it to offer ahigher quality service than many of its competitors.

Young Londonsmall agency

Winchester White is an agency that has been faultless in its effortsto create a high-quality, bespoke lettings service since its entryinto the South West London market. With its designer office, fully-trained staff, branded cars and pledge to respond to client querieswithin two hours, the agency leaves no stone unturned in itsquest to service clients. Judges praised its same day rent paymentoffer, front office management and accounts systems andprocesses, as well as the fact that it does not charge renewal fees.High customer service levels are maintained by regular morningmeetings and Friday evening meetings, which are used forinternal analysis purposes. Monthly external account audits arealso undertaken. Small, but perfectly formed, Winchester Whitehas made a brave move into a competitive market and a boldstatement about high-quality customer service, which judgesagreed resulted in an impressive product offering.

Winchester Whitesingle office

Paramount Lettingssingle office – shortlisted

Best London Lettings Agency

SPONSORED BY

centrallettings agency

12

Judges agreed that Finders Keepers deserved this award handsdown. The panel loved the fact that staff aren’t paid commission, sothe focus of the agency is all about getting the right qualitybusiness. Staff are so confident about their market nous that theyhave no hesitation in advising landlord clients about refurbishmentwork required on their property. This was the case with a recentlandlord case, where a staff member recommended the upgrade ofa kitchen. When the landlord finally agreed to the upgrade, theysaw a 17.7% uplift in rent. Judges also praised a tenancy offer of50% off the agency’s application fee if a tenant rents anotherFinders Keepers property. The agency’s retention rates for managedproperties is 91.3%, with its managed occupancy rate 99.98% inFebruary, so its numbers speak volumes about the quality of thefirm’s service standards. Its technology is also head and shouldersabove the rest, with its website as much a resource for the localarea as it is a property search tool. Above all, judges praised thefirm’s ‘paranoid and efficient processes’, which ensure that theagency operates in a fully-compliant manner, operated by highly-proficient staff.

Finders Keepersmedium agency

An overhaul of its systems has helped Cambridge-based MaxineLester increase its profit by 52%. A mobile phone site andinformative lettings market seminars stand the agency apart fromits competitors, as does its focus on helping staff to become ARLA-qualified. Monthly training sessions keep staff up-to-date withindustry changes, ensuring they’re qualified and knowledgeable tohelp deal with clients’ issues. Judges particularly liked the agency’sinnovation, such as its set up service for tenants. They also liked thefirm’s success in carving out a niche as a specialist lettings agencyin the competitive local market.

Maxine Lester single office

Claire Lloyd Properties single office – shortlisted

silvergold

gold

gold

13

With its three offices and 12 dedicated lettings staff, Sewell &Gardner is clearly a great lettings business with a sense of funcentral to everything it does, based on the ethos that happy stafflead to happy clients. An employee of the month competition is justone of the ways that the agency, which took the decision to rebrandfrom Parkheath to Sewell & Gardner in 2010, keeps staff motivated.The monthly star wins a mug, £25 worth of John Lewis Partnershipvouchers and a gold star for their desk. The annual winner gets atrophy and £250 worth of vouchers of their choice. Nine of its 12lettings staff are ARLA-trained and all are actively involved in thelocal community. A senior member of staff is available for two hoursevery Friday with whom staff can discuss legal queries and updates.Landlords and tenant communication is consistently high throughthe use of email and a weekly blog, along with Facebook and Twitter pages. An online payment facility is available for clients, as is a transparent, in-house complaints procedure wherebycustomers can notify the agency about any dissatisfaction relatingto their services.

Sewell & Gardner small agency

Judges were unanimous in voting College & County winner of thisaward category. They particularly liked the Oxford-based agency’suse of Facebook to monitor satisfaction levels about its service,enabling it to tackle issues promptly as a result. College & Countyhas successfully immersed itself in the local community, whichhas most recently led to it winning a property managementcontract with a local church, which it plans to build on withfurther diocese-related work. Judges commended the agency forits comprehensive understanding of the entire lettings andproperty management process, and its efforts in seeking toexceed clients’ expectations, particularly when it comes to beingethical, which is clearly a recipe for success given that it has notlost a client in 11 years.

College & Countysingle office

Best Central Lettings Agency

SPONSORED BY

midlandslettings agency

14

Judges agreed that Goodchilds was highly deserving of this award.The panel was impressed with the agency’s focus on technology,particularly its iPhone app, which enables tenants to save propertysearches. It also praised its ‘Be a Good Neighbour’ campaign, whichexplains to neighbours of a property the agency manages how tocontact them about any tenancy issues that may concern them.The team demonstrates high levels of customer service, which ismaintained through the provision of internal and external trainers.Within 12 months’ employment with the agency, new-starters arerequired to pass an industry-approved qualification. The agencycurrently retains 98% of landlord clients, with judges commendingits solid business systems and processes, which they agreed madeGoodchilds worthy of this award win.

Goodchildsmedium agency

Green & Co operates on the basis of managing client property asstaff would their own, which explains why this agency iscelebrating 21 successful years in business. Weekly staff trainingsessions and monthly manager meetings are standard for thisagency, as is a software system that monitors rental collection.Tenants more than 10 days in rent arrears are visited by a memberof staff to help resolve the issue, with a robust process in place tohelp deal with dispute resolutions. Client communication is now bytext message as well as via phone and email. The Green & Co teampossess an excellent understanding of the business and a beliefthat the service they provide far exceeds that of their competitors.The introduction of Vizzihome software enables the team to trackits performance against competitors, which explains why it oozesconfidence in every thing it does and retains clients along the wayas a result.

Green & Co small agency

silver

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gold

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gold

15

Expertise is central to this agency’s service offering, with eachteam member boasting industry experience averaging almost 10years. This is how Lex Allan has built such a phenomenalreputation for lettings excellence in Stourbridge, Halesowen andthe surrounding areas of North Worcestershire. Wow cards areused to recognise exceptional levels of customer service amongststaff, which optimises team motivation. Each tenant is assigned adedicated manager and receives a move-in pack with householdessentials, provided by Home Move Box. Each landlord is assigneda director and offered a rental guarantee scheme as part of theirservice. The agency’s rent arrears rate is currently 0.45%. Buy-to-let workshops are also on offer. Judges praised the business for itspositive and knowledgeable team, who demonstrate a clearunderstanding of the business and take pride in all they do.

Lex Allan Lettings small agency

Cavendish Lettings has spent the last three years breaking intothe fully-managed property space, which explains its incrediblyfocused service offering. So confident is it about the strength ofits proposition, Cavendish has launched an initiative named ‘AStatement of Confidence’, which guarantees landlords a fullrefund of fees paid and a goodwill gesture of £500 if they aredissatisfied with its service after three months. The agency hasworked hard to form strong alliances with local estate agents whodo not offer a lettings service, and regularly promotes the factthat it helps to raise money for the YMCA and a local children’scharity as part of its efforts to support the local community. Stafftraining days are held on a quarterly basis, at which the ownershares market trends and changes in legislation. Judges praisedthe agency’s appointment of a dedicated team member to dealwith disputes, though it has had just five referred to the TenancyDeposit Service since the scheme was introduced in 2007.Cavendish is proud of the fact that it specialises solely in lettingsand does not practice any other discipline. The fruits of its labourshine through in abundance throughout its client testimonials.

Cavendish Lettings single office

Active Property Agents provide three levels of service, lettings,rent collection and property management, but it also assistslandlords with the repossession process, including preparing andserving Court documents and offering advice and assistancethrough its landlord surgery. Judges particularly liked theagency’s neighbourhood management inspections of estates andcommunal areas, as well as its robust procedures to ensure qualityservice is provided to all clients. All practices and procedures arecontinually monitored, reviewed and improved, with staff clearlyenthusiastic about the business and their role in helping to servethe local community. The agency is currently in the process ofdeveloping a new website, which operates alongside its lettings,accounts and property management software.

Active Property Agents single office

Best Midlands Lettings Agency

SPONSORED BY

northernlettings agency

16

This is a great business with a good eye for detail that offersconsistently high service standards for both landlords and tenants.Its use of technology, including an iPhone app and mobile site,impressed the judges, as did its higher-than-average pay rates forstaff, which ensures quality and high retention rates and,consequently, landlord confidence. A centralised team gives thisagency real economies of scale, and an in-house specialist repairsteam an edge over its competitors. SEO investment and regularclient newsletters make this a very slick operation, as does itsinnovation, which extends to working with local councils toencourage homeowners with empty flats and houses to dip theirtoe in the lettings market and consider renting. Judges applaudedthe firm’s appointment of a director to take responsibility forlegislation, as well as its bonus award for staff on completion of theARLA Technical Award. They also praised the agency’s ability toslash its TDS dispute rate by one third year-on-year, resulting in just44 disputes arising from 4,900 tenancies.

Linley & Simpson medium agency

Castledene Property Management was started with just £500 in2008 and has since grown to become a highly reputable firmoffering specialist lettings services. The firm has carved a niche byoffering lettings services to tenants on housing benefits for life, andhas positioned itself as a resource for all housing benefit-relatedqueries, advising tenants on all aspects of the market. The successof its approach has resulted in the firm now managing over 1,500properties. Judges praised the agency’s amazingly passionateleadership, fantastic customer service and impressive attention todetail, such as the owner’s response to a mystery shopping emailquery late one Sunday night.

Castledene Property Mgmtmedium agency

silver

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gold

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ABC Property Shop single office – shortlisted

17

Karl Tatler is the only agency in the Wirral to offer a dedicatedlettings service with a shop front and opens longer than itscompetition, with offices operating seven days a week and until6.30pm on weekdays. All properties on Rightmove are a premiumlisting. An impressive 30% of new business is from landlordstransferring their business from competitors, which is due tofeatures such as mid-tenancy property inspections and theprompt payment of rent. Management software tracks rentalpayments, with calls to tenants made immediately following latepayment. Less than 2% of the agency’s properties undermanagement are in arrears. Karl Tatler’s passion for the businessruns through each of his team, who are clearly loyal to thebusiness and their long-standing clients. The agency never stopsinnovating, with website enhancements the latest development,along with an automated signature service for client documents.

Karl Tatler small agency

Judges praised this agency’s flexible contracts for recentgraduates and young professionals, and its focus on managingquality properties, due to its ethos that staff shouldn’t move atenant into a property into which they wouldn’t movethemselves. Facebook is put to great use to liaise with landlordsand tenants, and extended office hours aim to suit tenants’working days. Judges were impressed by the fact that HeatonProperty has never had a deposit dispute, which required thirdparty mediation or Court action, proving that high-quality servicestandards are at theheart of its business.The Newcastle-basedagency prides itselfon its Geordiehospitality andtransparent systemsand processes as wellas its user-friendlywebsite. Judgesparticularly liked theagency’s ProSharetenancy scheme,which aims to smooththe process of tenantswho don’t know oneanother livingtogether, by, forexample chargingeach tenant a fixedfee to cover the rentand all utility usage.

Heaton Property single office

Sheffield Residential is a service-centric business, with stafftrained extensively to ensure client satisfaction. Satisfactionsurveys for tenants are undertaken during as well as at the end oftenancies, with landlords updated about their property on aweekly basis via online and phone-based communication. Theagency’s ethos is to avoid complacency at all costs, and staff areconstantly encouraged to think of ways to improve the business.Judges particularly liked the firm’s offer of city tours for anyonenew to the city, and its office signage in Chinese and Arabic tohelp its global customer base. They also praised the team’sfriendly and polite approach, as well as its in-depthunderstanding of the business.

Sheffield Residential small agency

Let-Leeds’ motto to tenants is making moving simple, henceevening and weekend viewings, out of hours operator service toanswer calls and book viewings and an easy to use onlineapplication process. For each new tenancy, a Let-Leedsrepresentative meets the tenant at the property to provide anassisted check-in and spends 30 minutes inducting them into theirnew home, where the basic operation of all appliances is addressedto avoid future issues. Landlords are provided with a tailoredservice, which includes a direct telephone line for all enquiries. Let-Leeds holds staff training sessions every Friday, in which recentissues are addressed and legislative and market trend updatesdelivered. All staff are required to share one piece of industry newseach week with the rest of the team. Judges liked that fact that Let-Leeds only employs people who are passionate about property.

Let-Leeds single office

Best Northern Lettings Agency

SPONSORED BY

south eastlettings agency

18

Judges particularly liked this agency’s launch of specialist lettingsservices, such as its ‘Apartment lifestyle’, ‘Terraced living’ and‘Premier Service’ for landlords charging rents over £2,000, as well asits 24/7 online tenant referencing. The panel also praised itsdirector-led investment club and dedicated client managers fortenants and landlords. Staff training is key to this agency, with allnew starters required to complete a one-week inductionprogramme and then ARLA’s Technical Award for Lettings andProperty Management within their first year of employment.Ongoing training is conducted by the directors. Technology is atthe heart of the agency’s services, with online access available forlandlords to track their accounts and direct debit and standingorder facilities for tenants and landlords to make payments. Recentdevelopments include an investment in bespoke software toenable Cloud-based services and reduce the agency’s paper usage.

Prospect medium agency

Intercounty has spent much of the last year overhauling itsbranding, which has involved the integration of its lettings andsales teams to offer clients a more integrated service. The agency,which is owned by LSL Property Services, impressed judges with itsoffer of dedicated contract managers for landlord clients withproperty maintenance or refurbishment jobs priced over £1,000,which is part of its investment buyer service. Daily morningmeetings and an in-house trainer ensure that staff are fully trainedand up-to-speed on industry legislation to offer clients aconsistently high quality service, while a dedicated team managingpayments and dispute resolutions help minimise tenancy arrearsissues. Judges praised the agency’s allocation of one day per yearfor staff to get involved in a community project, as well as itsongoing community efforts, which this year includes The ZooplaBritish Property Cycle.

Intercountymedium agency

silver

silver

silver

gold

gold

gold

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Passion underpins every aspect of Gibbs Gillespie’s lettingsservice, with judges in awe of its approach to the localcommunities in which it operates across West London, Middlesex,Hertfordshire and Buckinghamshire. Its HS2 campaign wonplaudits from the panel for its gravitas and innovation, and theextent to which it put the firm heads and shoulders above itscompetitors. High standards are the norm across this agency’scustomer service offering thanks to its first-class staff training. Allstaff have their own personal development plan and classroom-based training is undertaken at least five times per year. Its use ofsocial media and technology to promote its business also receivedrave reviews from the judges, who were unanimous in theirdecision that Gibbs Gillespie is a deserving winner of their award category.

Gibbs Gillespie small agency

iConn works on the premise that conscientious and personalservice helps to retain business, which is why the agency has wonthe top spot for this award category. This sentiment showsthrough in every aspect of the business, and is a key theme ofclient testimonials, proving that the team clearly considers goingthe extra mile as standard to their service offering. Judgesparticularly liked iConn’s multipurpose window sticker for itsstudent properties, which on the back details how to reportmaintenance issues for student tenants and on the front detailsthe fact that iConn manages the property, enabling local residentsto get in touch with the office with any tenant issues. Judgespraised the strength of the agency’s inventories, which documentproperty standards in the form of images, which are saved on a CDand copied for clients for use in the event of potential futuredisputes. All disputes are dealt with in-house before they arereferred to the TDS. Judges also praised the agency’s grasp ofsocial media to communicate with student tenants.

iConn Property Mgmt single office

Alexandre Boyes single office – shortlisted

Best South East Lettings Agency

This Croydon-based agency lives and breathes the agencybusiness, which the owners achieve by treating staff as anextended family. Team visits to the pub on a Friday night aremandatory for all staff, with the exception of nights on which theyare going that extra mile for landlord clients. A case in point is arecent team cleaning exercise for a landlord who was unable toarrange a cleaner to get in to her property. A community cafénext to its office helps integrate the business with the localcommunity, as does its extensive efforts with charity functionsand landlord and tenant seminars. Late night viewings are part and parcel of its tenant service, as are home visits fordisgruntled clients.

Streets Aheadsmall agency

PACE has carved a niche as a specialist lettings service for tenantson housing benefit, successfully tackling the negative connotationsof this sector of the market by offering a high-quality service basedon robust systems and processes. Its recipe for success is clearlyworking, with more than 35% of its tenants having stayed with theagency for more than three years. PACE provides a single point ofcontact for landlord clients and tenants through a dedicatedproperty manager. In addition, the agency has its own in-househazard report system, which alerts both parties about the riskissues relating to a property. PACE ensures staff are encouraged tocontinuously review and enhance processes. Judges liked theonline payment facility for tenants, which has enabled them tocollect an impressive 97% of rents due. The panel agreed that theagency’s devotion to providing everyone with a home made itworthy silver winners for this category.

PACE plcsingle office

SPONSORED BY

south westlettings agency

20

CJ Hole’s Draw Your Dream Home competition at a local schoolwon the hearts of the judging panel for this award category. Schoolchildren were invited to draw their dream home, and the winningpicture was used for the agency’s leaflet drop. The competition waspart and parcel of the agency’s push to increase its brandawareness, which has also included local radio advertising. Theagency, which is owned by national franchise, Xperience, has alsospent much of the last year overhauling its website, which hasresulted in a 20% increase in traffic, and developing a mobileapplication. The results speak for themselves, with 2011 proving arecord year – lettings income increased by 17%. Regular stafftraining ensures staff fully understand market and legislativechanges, while all client files and systems are independentlyaudited to ARLA standards. Going the extra mile for clients isstandard forthe CJ Holeteam, withone teammemberhavingrecentlypicked up atenant fromthe airporton a Sundayto showthem aroundsomeproperties.

CJ Holemedium agency

Executive Lets has stolen a march on competitors with itscomprehensive welcome pack for tenants, which includes 24-houremergency contact numbers, guidance on how to reportmaintenance issues, how to pay rent and how to give notice, detailsabout property inspections and advice on how to keep a propertyin the best condition during a tenancy. It also stands alone in itsundertaking of quarterly property inspections, detailed inventoriesand final inspections undertaken by Deposit Protection Service-trained staff. With a highly professional and friendly approach,Executive Lets has built up a great rapport with both landlords andtenants, and offers both parties consistently high service standards,thanks to low staff turnover and a comprehensive trainingprogramme. Judges praised their use of Facebook and Twitter tocommunicate with clients, as well as their user-friendly and highlyinformative website.

Executive Lets South Westsingle office

Goadsby ResidentialLettings medium agency – shortlisted

silver

silver

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Judges described this agency as ‘absolutely outstanding’, with onejudge expressing a desire to work for the father and daughterteam. The agency’s service offering is comprehensive andincredibly passionate, with anecdotes of exceptional customerservice extending to the feeding of tropical fish for a tenant awayon their honeymoon and the receiving of eBay parcels for anotherenthusiastic online purchasing tenant. The agency’s social mediaefforts, including a blog, are part of its marketing strategy, whiletraining and quiz evenings are regular features on the staffagenda. Judges loved this agency’s provision of onlineapplication forms for references and banking, as well as it’s A-Zguide for landlord clients. But it was its in-depth initial interviewswith prospective landlords and tenants and speedy responsetimes to any issues that won the top spot for the business, whichcovers Ashburton, Chudleigh and Moretonhampstead.

Sawdye & Harrissmall agency

Judges described Intire as an excellent business with anabundance of ambition and market nous. They praised theagency’s equal focus on landlords and tenants, the absence oftenancy renewal fees and the provision of floor plans andinteractive maps, which prospective tenants can download beforethey see a property. They also praised the single landlord fee,which covers all associated agency fees and costs. Landlordsreceive an ‘all inclusive’ managed service that provides landlordswith comprehensive rent guarantee and legal expenses insurancefor the entire term of each tenancy. Robust compliance levelshelp to retain both landlords and tenants, as does staff training,which is comprehensive, thanks to an annual budget of £1,200per staff member. A can-do attitude and professionalism shinesthrough in everything the team does, so much so that in a recentsurvey, the teamscored 95.91%for theircustomer servicelevels. It thuscomes as nosurprise that in-bound calls areanswered withinthree rings andemailsresponded towithin an hour,with a follow-upemail sent thenext day.

Intire Limited single office

Home Finders small agency – shortlisted

Accredited Lettingssingle office – shortlisted

Best South West Lettings Agency

John Smale won the praise of the judging panel for itsexceptionally-high customer service levels. The agency iscommitted to resolving issues as soon as they arise, which is whyit regularly surveys clients about their service experience. Thisapproach extends to its accounts department, where a dedicatedaccounts professional ensures that rents are paid as soon as theyare deposited in the agency’s bank account. Client accounts areaudited regularly to help minimise any issues, with any disputesdealt with quickly and efficiently. The overall approach helps toretain landlords and maximise referral business, which cuts downthe need for expensive marketing campaigns and advertising inthe process. Staff regularly attend external training courses tokeep up-to-date with legislative changes, and meet weekly in theoffice to help maintain service levels, which according to clienttestimonials, are consistently high.

John Smale & Co single office

SPONSORED BY

waleslettings agency

22

This is an agency fully-compliant in every aspect of its business.The Principality-owned agency boasts excellent lettings services forboth landlords and tenants, with good communication central toall dealings with both parties. This explains why the business hasseen portfolio growth of 112% in the last three years alone. Casehandlers operate on a ‘cradle to grave’ management model, whichoffers complete client care for the duration of their relationshipwith the agency. Landlords have 24/7 access to their accounts andare invited to evening events aimed at keeping them up-to-date onmarket developments. A pay day rental guarantee scheme ensureslandlords are paid on or around the same day every month, even ifa tenant defaults. Payment plans are agreed with tenants in arrears.A tenancy dispute coordinator ensures all parties are fairly treated.Staff attend monthly meetings and regular one-to-ones with linemanagers to ensure that customer service standards aremaintained. As a result, the team is clearly confident in its serviceoffering, and uses technology well to help maximise its efficiency.

Peter Alanmedium agency

Judges commended this traditional business for being the onlyARLA-qualified lettings agency in the area, and for usingindependent inventory clerks to undertake all of its inventories andscheduled of condition. Their comprehensive property reports savetime and avoid disputes when dealing with deposits at the end of atenancy. Attention to detail extends to an out of hours on-call rotasystem whereby staff can be contacted via their mobile phoneshould a tenant have a problem requiring urgent attention. Toattract new business, the agency regularly advertises in the localpress to maintain its profile in the locality, and holds regularlettings-focused open day events. Staff are encouraged to attend asmany ARLA courses and conferences as possible, which they do inaddition to weekly staff updates. They also undertake informalresearch and reading to progress their continued professionaldevelopment. Landlords are paid weekly, arrears are chasedimmediately, which helps resolve any issues as soon as they arise.Unresolved disputes are referred to a TDS adjudicator. Judgesparticularly liked the fact that nothing seemed too much effort forthis team.

FBM Residential medium agency

silver

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Judges praised Cavendish Rentals for its superb service offering,which they agreed leaves no stone unturned. This is thanks to thefact that it invests £1,000 per head per employee per annum intraining. With its two offices and 13 staff, phones are answeredwithin two rings and emails are responded to within the hour,while its Facebook and Twitter pages are updated regularly.Senior staff drop-in sessions are run to enable staff to discuss anyareas of concern or uncertainty about the business, as part of theagency’s never-ending pursuit for excellence. Effective systemsand procedures and an exceptional management service haveenabled this team to establish itself as a specialist agency in itsmarket, offering realistically-priced rental properties. A daily rentreconciliation process helps minimise any payment issues, andtenancy deposits are registered within 24 hours of receipt. Theagency’s claim to deposit fame is that it has only had one casereferred to the TDS out of over 3,200 tenancies, proving therobustness of its systems management.

Cavendish Rentals small agency

Excellence is at the heart of Cardiff Student Lettings, with staffdedicated to providing students with a memorable and happyexperience in every dealing they have with the business. Theteam is fully aware of the fact that for many students universitylife brings with it their first experience of living away from home,hence why they strive to familiarise them with the local area.Landlords are dealt with respectively and efficiently, with emailresponses tending to be immediate and followed up the next day.Located at the heart of the university campus, the agency hascarved an enviable niche in the student market with its modernapproach to the business. Pop art adorns the office walls andsofas the floors, with computers available for students to use.Judges praised the agency’s ability to convince the Student Unionthat they are a force for good, and can help to raise the standardsof housing across the student population, which it continues todo with impressive results.

Cardiff Student Lettingssingle office

Founded in January 2009, The Living Room Letting Agency waspraised by judges for its thorough property market appraisals,during which the agency advises landlord clients about anymaintenance issues and redecoration required, to increase thespeed that they can let the property and help maximise theirrental income. This is particularly helpful in the student market inwhich this Swansea-based agency operates, as are robust systemsand processes to ensure landlords and tenants alike are offered acomprehensive service, which The Living Room prides itself on.Personal touches for tenants include a chauffeur to transportthem to view properties and downloadable forms relating to theirtenancy. Daily morning meetings are held for staff to discuss allaspects of the business, with in-house training used to ensurethey are kept up-to-speed with industry developments. Theagency prides itself on its innovative approach to the market,which to date includes a HMO liaison service for landlord clientsoffering property inspections and contract management servicesto help prepare a property for HMO license issuance. A newcutting-edge website is helping the business successfullycompete against established players.

The Living Room Letting Agency single officeDawsons prides itself on its accuracy and enthusiasm, which it has

worked hard to build since launching in Swansea in 1991. Judgespraised the firm for its growth strategy over the last few years, andthe excellence established within its five dedicated residentiallettings offices, with the newest being its Swansea Marina hub.The panel also welcomed the hands-on approach to bothlandlords and tenants. Landlord services include quarterlyinspections, annual rent reviews and approved tradesmen whiletenants are provided with welcome packs and a direct dialnumber for the staff member dealing with their tenancy, withstudent tenants offered deals such as a free breakfast at a localcafe. Staff training is comprehensive, with all staff reviewedmonthly to assess, praise and prepare for any requirements fortheir roles – a practice introduced at the beginning of the year. Adedicated accounts department with six experienced accountantsensures that rents are paid on time. But it is the unrivalled localknowledge, matched by a national market awareness, that makesthis agency a silver winner in this category for this year.

Dawsonssmall agency

Best Wales Lettings Agency

SPONSORED BY

property management

agency

GOLD

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Edmund Cude is the well-deserved winner of this award category because of itsability to inject passion, enthusiasm and attention to detail to every aspect of itsproperty management service.

Operating in a very competitive section of the London market, the team offers aphenomenal property management service and has total confidence in everythingit’s doing, from running seminars at the Institute of Directors for landlord clients tomarketing outside of property management, proving that this is a firm that pushesthe boundaries with everything it does.

From its graduate training programme to its handyman maintenance service, this is a firm that truly understands the needs of its client base and how to service these.

Its tight control of maintenance service levels through its bespoke IT system givesthis business the cutting edge in property management, and demonstrates thestrengths of a specialist service business, which is why it’s the clear front-runner forthis year’s UK property manager of the year crown.

Best Property ManagementAgency 2012

Edmund Cude

SPONSORED BY

property management

agency

26

silver

This Oxford-based lettings agency is in a league of its own whenits comes to property management. It clearly goes above andbeyond as a lettings specialist, managing all aspects of its servicein-house to maintain exceptionally high levels of customer service.Property management is valued so highly by the agency that onlystaff who work within the property management division areentitled to company cars, because management wants them to behighly regarded, which is a policy they believe attracts a bettercalibre of staff. Attention to detail can be found in every aspect ofthis agency’s business model, with free tenancy check-ins andcheck-out services available for tenants and highly-detailedproperty inspections, described by judges as more like mini-inventories, undertaken for every property managed – anapproach the panel agreed should be the standard across the

Finders Keepers 1000+ properties

gold

‘Phenomenal’ was the adjective that dominated the judgingpanel’s debate about Foxtons’ entry. From its back-end IT systemsto its quality controls and pre-tenancy checks, the panel hadnothing but praise for the London-based lettings chain. Inparticular, judges praised the team’s comprehensive knowledge ofits landlord clients’ needs, and particularly its dedicated customerservice. Its team’s dedication has even extended to replacing a‘missing’ kitchen in a landlord client’s property, which involved ateam of Foxtons staff working three days and nights to completethe job. The consistency of the agency’s service is reflected in thequality of its property inspections and constant monitoring andcontrolling of the quality of the maintenance and refurbishmentwork carried out by its contractors.

Foxtons 1000+ properties

Chancellors1000+ properties – shortlisted

27

industry. The team believes in the ethos that happy tenant meanshappy landlord, and the numbers speak for themselves: theagency’s deposit dispute rate is 0.15%. Judges also commendedthe agency’s investment in staff training, which is reflectedthroughout the business.

Best Property Management Agency

Judges agreed that Foxtons shows a passion for getting thingsright for their long-term landlord clients by listening to their needsand issues and responding in an increasingly-efficient manner.

Your Move1000+ properties – shortlisted

SPONSORED BY

property management

agency

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This London firm really stood out for the judges, who described itas a really great, systems-driven business. Judges praised EdmundCude’s far-reaching efforts in providing a first class propertymanagement service, including its graduate training programme,which is now in its fifth year, its handyman maintenance serviceand its commitment to reducing landlord clients’ costs. Theagency’s bespoke software, used to monitor key performanceindicators of property management staff, has increased customerservice ratings by 20%. Edmund Cude also uses bespoke landlordtracking of property management issues through its websites,which has helped to reduce queries and improve communication.The agency has also introduced a moving coordinator to helpmanage tenant moves.

Edmund Cude 501-1000 properties

Marsh & Parsons epitomises great customer service across itsbusiness, which judges agreed far exceeds that of its competitors. Ithas worked hard to extend this to every aspect of its propertymanagement division, with its team structure constantly underreview as its property portfolio grows. The West London agency,which was last year acquired by property service giant, LSL PropertyServices, uses an in-house property inspector and has recentlyappointed a contractors manager to optimise its maintenanceservice, as well as sustain its excellent relationships with existingcontractors. Judges praised its ability to maintain such highstandards in such a competitive market, and their client loyalty,which is evident throughout its numerous testimonials. They alsowelcomed the agency’s highly-compliant systems and processes,which they agreed they would like to see more of across theindustry, just as they would its team’s commitment to going theextra mile for clients.

Marsh & Parsons 501-1000 properties

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Campsie 501-1000 properties – shortlisted

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Judges were looking for great processes, strong compliance andcontrols and something unique for this award category, and that’sexactly what they found in spades at WA Ellis. The West Londonlettings agency has carved a niche for itself as a high-endboutique specialising in block property management. Judgesdescribed the agency as a benchmark for the industry, praising itsin-depth understanding of landlord clients’ needs and highexpectations. WA Ellis has worked enormously hard to build long-lasting client relationships, which spans several decades for a largenumber. This explains its attention to detail when it comes toproperty management, which the team firmly believes can makeor break client relationships. Comprehensive staff training helpsmaintain high service levels and a nominated member of staff hasresponsibility for compliance and ensures that the whole team isup-to-date with changes in legislation. WA Ellis is as rigorous withcontractors, ensuring that each is carefully vetted before use andthat works are inspected regularly. Overall, judges commendedWA Ellis for its high service levels, which they believe comes acrossin every aspect of its property management offering.

WA Ellis 201-500 properties

Property management is clearly at the heart of Stockport-basedDirect Let. The property management team goes to great lengthsto ensure that repairs and maintenance issues are dealt with in atimely and efficient manner as part of its efforts to keep landlordclients and their tenants happy. The agency’s diligent team workshard to build solid relationships with each of its landlord clientsby keeping them abreast of their statements and tenants, as wellas any changes in industry legislation, via a range of high-specification technology, including its Facebook and Twitterpages, and its efficient and highly-compliant systems andprocesses. Judges praised the agency’s organic growth to dateand focus on value-added client services, which puts itsignificantly ahead of its competitors.

Direct Let 0-200 properties

Wirral-based Karl Tatler won the hearts of the judging panel forstanding head and shoulders above its competitors in a toughmarket. The agency has excelled in property management in alocation that has historically been dominated by let only agentsby establishing a dedicated lettings and property managementteam, which operates a high quality maintenance service offeringspecialist market advice. The panel praised the agency’s detailedproperty inspections, which it undertakes in-house, andcomprehensive staff training programme. They also liked thebespoke client services available, which the agency helpsmaintain with incredibly loyal, long-serving staff, hence why somuch of its business is based on referrals and recommendation.The team’s total enthusiasm for raising the profile of lettings in itsarea and determination to differentiate itself from thecompetition wins Karl Tatler this prestigious award.

Judges fell in love with Young London’s different approach to the lettings business. Run by accountants and surveyors, rather than estateagents, this agency fully manages all of its 400-plus London properties, which house around 900 tenants. Judges were impressed with theteam’s obvious passion for the business, and their fresh approach to customer service, which focuses equally on landlords and tenants. Butthey particularly liked the agency’s provision of tips and advice for both parties, which they agreed stood it apart from its competitors, asdoes its local knowledge page, ‘Know London’, on its website.

North London-based Daniel Ford & Co specialises in overseaslandlords, giving it a niche edge in the highly-competitive lettingsmarket. Judges praised the agency’s highly compliant systemsand processes, which are managed by a dedicated complianceprofessional – a role they believe clearly demonstrates the team’sawareness of the increased responsibility of managing propertyfor overseas clients. Customer service is clearly key to the agency,with response times for client and tenant queries swift andcommunication with both consistent. Regular staff trainingensures the team is kept up-to-date with industry changes, sothey can offer clients a comprehensive property managementservice, which clearly outshines a whole host of its competitors.Never one to rest on its laurels, Daniel Ford & Co is innovative in itsapproach to property management, offering a propertyacquisition service as part of its client proposition, as is a furnituredepartment that caters for rental and personal usage.

Daniel Ford & Co 0-200 properties

MyLondonHome 201-500 properties – shortlisted

Cardiff Student Lettings0-200 properties – shortlisted

Best Property Management Agency

Karl Tatler 201-500 properties

Young London 201-500 properties

SPONSORED BY

prestigelettingsagency

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This London agency wowed the judges with its far-reaching prestige lettingsservice, which boasts multi-national, multi-lingual websites and outstandingmarketing, which is controlled by its Total Image Management service. All clientand marketing literature goes through this team to ensure that branding isconsistent acrossthe business. Allclients arriving at anairport are met bytheir own taxi, inwhich a DVDfeaturing relevantproperties is playedthroughout theirjourney. Judgespraised the agency’scan-do attitude toeverything and highstaff remuneration,which ensures thatcustomer servicestandards areconsistently high.

Best Prestige Lettings Agency

Knight Frank

WA Ellis exudes prestige throughout its bespoke property management service.The level of service speaks for itself, with many of the agency’s landlord clientshaving been with the business for almost 30 years. A team restructure resulted inthe creation of a centralised administration support team, to enable managers toconcentrate on offering even greater levels of personal service to their high-endLondon clients and tenants. This is a well-deserved silver winner.

WA Ellis

silver

gold

SPONSORED BY

customerservice

lettings agency

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Streets Ahead are the Kings of customer service, and are not afraid to put theirmoney where their mouth is when it comes to investing in staff training to ensureservice standards are consistently high. The Croydon-based agency has earmarkeda significant proportion of its advertising and marketing budget for customerservice-based training this year, and staff are constantly encouraged to go theextra mile for clients which has involved them carrying furniture up flights of stairsand cleaning client property. But the best example has to be the member of staffwho drove a 70-year oldlandlord client to watch theCroydon half-marathon fromwhich he had to withdrawafter injuring his ankle. Theagency’s founders themselvesare so committed to providinggreat customer service thatthey follow up on every clientcomplaint in person andwithin the complainantshome, which they say is allpart of their personal service.

Best Customer Service

Streets Ahead

Judges commended Young London for its innovative approach to staffrecruitment, which focuses on individuals without agency experience whocurrently work in market sectors famed for their customer service excellence, suchas hospitality. The panel also praised the use of staff surveys to determine staffbonus levels. Going the extra mile is second nature to this agency, with one staffmember having recently liaised extensively with the parents of a German tenantwho was homeward bound but delayed in transit. Wine tasting networking eventsfor landlord clients are a unique aspect of Young London’s service offering, as is itsteam’s in-depth knowledge of the London boroughs in which the agency operates.

Young London

Sewell & Gardner prides itself on its attention to detail when it comes to customerservice. Take its magical mystery tours, which initiate new arrivals toRickmansworth where the agency operates, and its rental investor tours for newinvestors. Then there’s its customer charter, which promises to deliver consistentlyhigh and transparent service. Staff are exceedingly polite and think nothing ofspending time with clients and tenants to ensure they fully understand theintricacies of the lettings market and the agency’s service offering, or in helpingthem on their days off, which they consider to be central to their pledge to go theextra mile. Judges praised the agency’s focus on its staff in helping them to offer great service as much as in ensuring its systems and processes are robust and compliant.

Sewell & Gardner

silver

gold

bronze

SPONSORED BY

lettingsfranchise

34

Belvoir’s customer service proposition is at the core of its business proposition,along with professionalism and lettings specialism. This is ensured through a robustselection process for new franchisees, unique territory research, a good inductionprocess, innovative marketing and good development of new businessopportunities. Judges praised the network’s strong brand investment, online PR,and its novel creation of a premises coordinator. They also commended thequarterly regional franchisee meetings, BTL seminar support, which the networkhas continued to run despite being busy with its flotation on the AlternativeInvestment Market at the start of the year. Business development teams visit officesto ensure brand guidelines are adhered to and processes complied with, andstrengthened centralised audit systems and processes optimise credit control.

Best Lettings AgencyFranchise

Belvoir

Judges praised Your Move’s franchise proposition’s strong marketing andconsistent standards. Its bespoke Quicklet IT system ensures robust systems andprocesses are in place, with regular audit checks and business review meetingsundertaken regularly. Your Move’s franchise vision is to empower franchisees to bepassionate and professionalabout their business, and todeliver outstanding customerservice standards in aconsistent basis, in keepingwith the rest of the YourMove business. Franchiseeclients have access to groupservices, includingemergency contractors andonline access to lettingsdocumentation.

Your Move silver

gold

SPONSORED BY

36

College & County was the clear winner of this award category, with innovation atthe core of every inch of this lettings business. From its interesting use of YouTubevideo tours of all student listings to avoid overnight queues before release day, tocompetitions on its Facebook page to generate student interaction and helpmanage maintenance issues, this agency clearly prides itself on market-leadinginitiatives. This stands it apart from its competitors and offers tenants a toughservice proposition to beat.

Best Innovation

College & County

SPONSORED BY

marketing

lettings agency

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Gibbs Gillespie’s HS2 marketing campaign won it the accolade of marketingchampion. Judges praised its ability to offer landlords support at a time ofimmense confusion and concern in the marketplace, and described its innovativeapproach to a potential threat to its business as inspiring. This has been possiblethanks to its emphasis on training and support for staff, ensuring that its brand isrepresented to the highest standard. The judging panel also applauded theagency’s efforts to build a long-term brand profile over the typical canvassing ofproperties undertaken by competitors for short-term gain. Staff got thoroughlybehind the campaign and even featured in high profile media interviews, includinga YouTube clip of London mayor Boris Johnson.

Best Marketing

Gibbs Gillespie

This agency’s internal communication programme, The Greene Way, sets thestandard for staff involvement, collaboration and education within the businessand outside in the wider community. A dedicated in-house marketing team isresponsible for its delivery, which is highly valued by all staff members. Theprogramme is reviewed every six months to ensure Greene & Co is beingrepresented in line with its standards throughout internal and external marketing.The aim of the programme is to ensure that staff are genuinely interested inmatching the correct tenant to their landlord clients’ property, and to ensure thatthe agency’s brand and ethos are not forgotten when chasing a deal.

Greene & Co

This agency was applauded by judges for investing in a long-term strategy ofraising brand profile with its PRS Communication Campaign, which offers a marketsector news update online, via an e-mail bulletin, in a printed monthly newsletterand twice a year as a magazine. Recipients include applicants, tenants, current andpotential clients, potential partners and a network of industry peers. All YoungLondon’s communication is devised and written in-house, which promotes serviceconsistency, from contact with office personnel through to printed material.Statistics show that in 2012 there were 190% more guest contributors to the PRSupdate, and that distribution increased by 269%.

Young London

silver

gold

bronze

SPONSORED BY

How can we help today? woH wancw lehew adotp ?ay

outstandingcontribution

GOLD

lettings agency

40

Tim Hyatt is on record as stating that, “he loves the industry” and it is this passionwhich has enabled him to enjoy a lengthy and illustrious career in lettings andestate agency, respected by his peers and the public.

Since starting out at the age of twenty one, his passion and commitment toimproving the standards and public perception of agents and agencies is exemplaryand continues to this day, and we are delighted to publicly acknowledge hisachievements with this award.

Throughout an illustrious career, he has never faltered from applying stringentstandards to his own work ethic and has consistently gone above and beyond insharing this ethos with his teams, an attitude which he attributes to the experiencesand culture he experienced at the first agency he worked for.

Starting at grass roots level, he undertook a thorough grounding in all aspects oflettings and property management, moving up through the ranks to become apartner in the world’s largest privately owned estate agency.

However it wasn’t enough for this individual to work at improving the standardswithin his own team, he also wanted to work with other like-minded agents toenrich the industry values as a whole and ensure that the public felt confident andsecure in the services they were receiving.

With this in mind, he became ARLA president and during his tenure, membershipnumbers rose to their greatest level. This was due in no small part to his increasedemphasis on marketing the body to both businesses and consumers, and hisdecision to immerse himself within the organisation and get completely involvedwith all aspects of its work.

We feel that there could not be a stronger demonstration of the ongoingenthusiasm and dedication he still shows for the industry he has made his own andno individual more worthy of being acknowledged by his peers for the contributionhe has made to our industry.

OutstandingContribution to theLettings Industry

Tim Hyatt

SPONSORED BY

blockmanagement

lettings agency

42

The Ringley Group epitomises block management excellence. Judges describedthe firm’s leadership as second to none, thanks to its ability to make blockmanagement sexy, and its services as fantastic. These include survey, valuation,property and facilities management services, as well as sales and lettings to private,commercial and industrial clients. Judges particularly liked the firm’s missionstatement to lead the market, generate recommendations, be known for givingclear, sound property advice and delivering creative property managementsolutions, as well as its team work to ensure consistently high levels of service. Butit was its community efforts, which truly stands Ringley apart from competitors,including its education and youth development programme, which offers workplacements to students at local schools.

Best Block Management

The Ringley Group

Thomson & Moulton

This Tunbridge Wells agency is a highly reputable agency offering a range oflettings services. Judges praised its fantastic service standards and high streetpresence, as well as its ability to ensure excellence is at the heart of everything itdoes. Judges liked the agency’s dedication in using local contractors to minimiselandlords’ costs, as well as its pledge to make all systems, processes and clientcommunication as comprehensive and transparent as possible.

Alexandre Boyes

silver

gold

bronze

Judges described Liverpool-based Thomson & Moulton as a good local lettingsplayer operated by a solid team. The firm became part of the Sutton Kersh Group in2007, which resulted in the property management specialist expanding its serviceto a offer a fully-comprehensive lettings and management proposition, whichincludes commercial property management. Its enhanced offering has resulted inits managing 7,300 units across more than 100 blocks. Judges praised its user-friendly website and personal service.

SPONSORED BY

newcomer

lettings agency

44

Judges waxed lyrical about this Shad Thames-based agency because of its ability tobuild strong relationships with local clients through the use of, for example,personalised letters. A healthy sense of urgency and genuine compassionunderpins great service levels, which are driven from the top by highly-drivenleaders. Exceptional service levels are standard, with one staff member havingrecently waited in the office for a couple of hours after closing to conduct aviewing while the applicants first went for dinner. Calls are answered byexceptionally polite staff, who are experienced lettings professionals with in-depthindustry knowledge in their possession.

Best Newcomer

Anderson Rose

Judges loved this agency’s tenant-focused service, which offers a property searchservice, utility price checking, contents insurance and free credit checks, to namebut a few of its features. Landlord services include property management, a rentguarantee service and regular industry updates. The panel describes its website asrevolutionary and its active marketing campaigns as refreshing, with leaflet dropsundertaken every six weeks and all boards featuring Quick Response codes. Phonelines are open until 8pm on weekdays and until 4pm on the weekend. Investorevenings for landlord clients are hosted regularly, which demonstrates thisagency’s commitment to high quality customer service.

Direct Let

This agency differentiates itself by not requiring a tenancy deposit, acceptinghousing benefit and inviting tenants to barter on advertised rent levels. Launchedby former landlords and developers, the brand is based on user-friendly services,which for landlords include a step-by-step guide to the rental process, withtransparency core to every aspect of the business. Judges particularly liked theagency’s offer of a bond insurance scheme for landlords but funded by tenants,which has helped grow the business by 90 properties.

Red Door Homes Chatham

silver

gold

bronze

SPONSORED BY

studentlettingsagency

46

Sponsors of a college sportsteam, the provision of time forstudents studying real estate inOxford for their dissertations andproviding valuable market insightfor student tenants is part andparcel of College & County’sstudent service offering.Presentations on what studentsshould expect from student life,featuring environmental experts,are hosted for each new studentintake, while Facebook is usedextensively to help manageproperty. All managed propertieshave a private Facebook groupthat tenants are registered to, sothey can upload pictures of issuesfor the agency’s propertymanagement team to resolve.Comprehensive FAQs help limittenant enquiries, as does anemployment policy to employstudents studying real estate. Acomputer station is provided inthe university campus-basedoffice for students to browseproperties. Twitter is used toinform landlords of investmentopportunities in the studentmarket and to offer projectmanagement services forrenovation works. Overall, ahighly impressive, student-centricagency most deserving of thisaward win.

Best StudentLettings Agency

College & County

A proactive campaign to attend university fairs and let boards outside managedstudent properties branded ‘student let’ is central to Your Move’s student offering,as is sponsorship of events such as Freshers Week and participation in studentwelfare presentations. Student business is largely won via word of mouth andthrough student magazine features. Landlords receive a student accommodationcheck list to ensure properties are up to scratch for student tenants, which YourMove’s teams support them in doing. A caretaker service is provided for landlordclients, which includes weekly routine visits to property during non-term time,while a national centralised call centre deals with any overflow in calls.

Your Move

silver

gold

Cardiff Student Lettings shortlisted

48

Judges were wowed by Vivid Living’s “impressive” service levels, which include‘same day’, ‘next day’ and ‘whenever required’ options for all of the furnishing firm’s1,882 products. These range from teaspoons, beds, move in packs and full furniturepacks to entire turn key-packages with a food-filled fridge if requested.

No job is too small for this Hampshire-based business. A recent demonstration ofits willingness to go that extra mile for clients involved the provision of three pairsof pencil pleat curtains complete with new curtain tracks within 24 hours for aproperty being tenanted the next day. This is thanks to its unique selling point - thefact it manufactures its own cushions, curtains, curtain poles, brackets andupholstery under one roof.

Lettings Supplier of the Year

Vivid Living

Imfuna’s digital inventory Smart phone app is the result of two forensic engineers’efforts to create a building inspection tool, and allows users to input data,transcribe dictated notes and create reports. So, it’s no wonder that 25 majorlettings agents throughout the country have been quick to take up the technologyjust 10 months since its launch. Judges loved the ability of the app to reduceproperty inspection to published inventory report times by 75%, as well as theability to create agency-branded, customised versions of the report usingphotography where provided.

KS Property Rentals, which manages more than 1,200 properties and processes upto 30 check-ins per month, has been able to reduce its inventory report publicationtime from two hours to 30 minutes by using the app.

Imfunasilver

gold

SPONSORED BY

technology& online

lettings agency

50

Judges were overwhelmed with examples of IT excellence at this London agency,but the one that stood out was its bespoke help desk software system, HelpSpot.Email queries are categorised according to the issues involved as they are receivedin the agency’s inbox. Staff can monitor the status of registered issues in real-timeand identify any outstanding issues that need addressing. The agency’s phones arelinked to the system. Ipads are used for valuations and live chat on its website. Inall, judges agreed that MyLondonHome’s IT innovation made them worthy winnersof the gold award.

Best Technology & Online Lettings Agency

MyLondonHome

Foxtons’ IT submission blew judges away because of its robust, bespoke softwaresystem with which the agency services clients at every stage of their lettingsexperience with the firm, which is no mean feat for a firm that undertakes 17,000lets with 76 staff. Foxtons’ website sees more than 60,000 unique visitors and16,000 page impressions per month, with web chat available and Ecosign availablefor both tenants and landlord clients. An impressive 25 developers work onFoxtons’ technology, with five staff dedicated to its website.

Foxtons

Communication underpins every aspect of Karl Tatler, which explains its recentheavy investment in an overhaul of its website, which features a wide range ofimages that are updated on a weekly basis. All staff are contactable by clients ontheir mobiles 24/7. The introduction of automated signature service, Ecosign, isimproving the efficiency of its lettings service by reducing the time it takes forclients to return documentation, and the costs of postage for the agency in the process.

Karl Tatler

silver

PASSIONATE ABOUT PROPERTY

gold

bronze

SPONSORED BY

training &development

lettings agency

52

Northfields believes that training is key to a happy and high-performing workforce,exceptionally satisfied customers and sustained business growth, which is why ithas employed an employee development consultant and a head of training anddevelopment. This follows on from its investment in a dedicated training suite. The London agency offers a graduate training programme to attract the highestcalibre staff to support itsrenewed focus oncustomer service. A mentoring systemsupports all newemployees, with weeklytraining sessions focusedon improvingcommunication betweenstaff members andimproving industry nous.

Best Training & Development

Northfields

Judges loved Streets Ahead’s approach to training, which is framed around itscustomer reviews, which it monitors closely. In fact, they couldn’t talk highlyenough about the Croydon-based firm’s commitment to ensuring that staff arewell-equipped to deal with client queries. Traditional training sessions arecomplemented by a supper club, which invites eight staff members from acrossthe business to a restaurant of their choice to network and chew the fat about theirweek’s work.

Streets Ahead

Judges praised Edmund Cude’s ‘hugely impressive’ training proposition, which paysfor all staff course fees and awards bonuses on completion of each course, whichhelp to cultivate a culture of ongoing learning and loyalty. The agency believes thathighly-trained and well-rewarded employees are key to excellent customer service,which is why team members are encouraged to specialize in particular areas of thelettings market. A graduate entry programme and a summer internshipprogramme are also on offer.

Edmund Cude

The breadth of Hamptons International’s training programme is outstanding, withjudges praising the agency’s development of its staff over the last few years. Itsattention to detail in its training has created a truly open-minded and innovativeagency, which values staff and encourages ongoing learning. The agency trained1,125 staff members last year alone. Staff are offered one extra day’s holiday andone unpaid day’s leave for a variety of social causes.

Hamptons International

silver

gold

bronze

bronze

Karl Tatler – shortlisted

Christopher Hamer, The Property Ombudsman

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

THANK YOU | To the Judges

Stella Cowling, Property Marketing Consultant

Peter Chapman, Industry Trainer

Susie Crolla, Chief Executive,Guild of Letting & Management

Richard Davies, Residential Operations Director,Chesterton Humberts

Simon Duce, Managing Director, ARPM

Jane Ingram, Head of Lettings, Savills

Nick Leeming, Business Development Director,Zoopla

Henry Prior, Industry Expert

Marveen Smith, Principal, PainSmith

Glyn Trott, Managing Director, LetMC

Julie Twist, Managing Director, Julie Twist Properties

Alec Watt, Real Estate Professional & Entrepreneur

Julie Westby, Lettings Specialist

Simon Whale, Director, Reapit

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

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