News

Russells scoops a top award for its customer service

9th June 2014

Customers vote Russells as best letting agent in the East of England region at the Estate & Letting Agent Awards 2014.

ESTAS Awards 2014

Local leading letting agency Russells in Cambridge is celebrating after winning the coveted bronze award in the East of England regional category at the prestigious Estate & Letting Agent Awards 2014 (ESTAS 2014).

Russells is part of Countrywide plc, the UK's largest lettings agency and property services group, which also scooped the award for Best Large Chain (Lettings), Best Large Chain (Sales), and a brand new award entitled Best Estate and Lettings Agency Group.

The awards were announced by TV property expert Phil Spencer at a luncheon ceremony at the Hilton Park Lane in London, which was attended by 700 of the UK's top estate and letting agents and suppliers to the industry.

The ESTAS awards, now celebrating their 11th year, are the only industry awards based purely on the votes of buyers, sellers and landlords. The annual awards recognise the best branches in the UK for delivering outstanding customer service and customers are asked to vote for estate and letting agents based on their experience in 2013. Hundreds of agents from across the UK took part and over 32,000 questionnaires were completed by customers during the competition, making it the biggest consumer survey of its kind in the property industry.

Tanya Pearson of Russells in Cambridge said: "We are absolutely delighted to be recognised at this year's ESTAS Awards. It means so much to us as we know it's our customers who have judged our performance. We take our levels of customer service very seriously because we know clients have a choice. We have always been very proud of the personal service we provide and this is a great way to demonstrate how good we really are."

Phil Spencer, who has hosted the ESTAS every year since their inception a decade ago said: "The ESTAS are about making people happy, putting a smile on their face and making a genuine difference to peoples' lives. An agent's role is about guiding people through one of the most stressful times in their lives and that's not an easy job. In a world where it's becoming increasingly difficult to make contact with a real person in a company, isn't it so refreshing that you can phone almost any estate or letting agent in the UK and get straight through to a real person. The ESTAS help agencies to focus on customer service levels and that's why agencies keep coming back".