Our recent awards success

We are proud to fly the flag as leading Wirral estate agents and Wirral lettings agents.

The awards we have won year after year are a testament to the hard work and expertise of the outstanding staff who work at Karl Tatler Estate Agents & Lettings.

2016 has been another award winning year for our team.

2016

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

"Once again, Karl Tatler has excelled; it is astonishing that he and his team can maintain their high service levels year on year. An outstanding entry and telephone interview was backed up by brilliant mystery shopping results in this category; this agency simply gets everything right. There is one point of contact for buyer and seller; they will chase the chain through and don’t rely on a separate deal progression department meaning there is absolute clarity throughout the transaction. This business is recognised as the local expert – the in-house market report is stunning in its quality and content. The new responsive website for all mobile devices means that the way the properties are displayed is very slick and easily navigable. Training provision is second to none and a regimented, clear and aspirational career progression plan provides an open path for promotion, encouraging staff onto the next level when they are ready."

SILVER - Best Customer Service Estate Agency of the Year

Judges Comments

"This is a business that is constantly evolving. Karl works tirelessly to improve both the scope and standard of his service offering and he is ably assisted by his impressive team. Whilst Karl is the driving force at this agency, it is evident that he has surrounded himself with a team that takes the delivery of excellent service as seriously as he does. Sta are recruited according to attitude over experience and once on board are provided with a training and development programme that is second to none. The majority of the senior team have been promoted from within so they can distill their knowledge and experience of the culture to the rest of the team, who in turn are encouraged as there is a clear career path mapped out. Of course, the winner in all of this is the consumer who will receive superior service from a friendly and experienced team."

BRONZE - Best Training & Development Estate Agency of the Year

Judges Comments

"The aim of the training provision at Karl Tatler is to empower his team to give the highest possible standard of customer service. He believes that the first stage of training is to understand your people and provide a mixture of generic training and more personalised coaching based on experience and personality. Potential recruits undergo psychometric tests to check their fit with the Karl Tatler culture, and these are then continued at intervals throughout the employment tenure so Karl and the directors can identify areas of growth and maturation and areas where extra training might be required. There is a real focus on stringent recruitment and a lot of effort is put into recruiting people who will fit the culture. This approach means that the people have a hunger for developing their skills so they are already enthusiastic about learning. The 13 point career path is communicated in the starter pack and as all managers have been promoted internally, new starters can see that they can progress quickly."

OVERALL WINNER - Lettings Agency of the Year

Judges Comments

"The judging panel commented that it was an absolute privilege to be given access to this business, and is therefore delighted to be able to match Karl’s 2015 Estate Agency of the Year accolade with the 2016 Lettings Agency of the Year Award. Karl Tatler joins an elite group of only two businesses to have won the overall award more than once, AND to hold both the overall sales and lettings awards simultaneously. Karl and his team were first recognised as the Estate Agency of the Year in 2008 and have continued to enter these awards with resounding success. Every year the panel comments that the companies are harder and harder to judge due to the inherently high standards across the board. The judging process therefore becomes more stringent so the panel can really dig down into the detail of a business, above and beyond what they put in the questionnaire, or state during the telephone interview. The panel seeks to uncover the true experience a customer can expect to receive as this is the ultimate benchmark and the reason behind these awards, and without exception, they found that anyone using Karl Tatler Lettings will receive an amazing service. The mystery shopping results bear this out as Karl and his team scored over 92% across both calls and emails. From the minute a CV is received by this business, the operations team is already hard at work to decide if the applicant is a fit for Karl Tatler Lettings. Whilst they recognise that experience is important, they also hold great store by personality and understand that for an individual to succeed, they must be a good fit. New starters undergo a thorough induction alongside Personal Profile Assessments to ascertain their preferred management style and areas for development. The teams are also assessed to check for compatibility and likelihood of success, and changes are made as required. The company manual outlines expected standards and educates as to the principles and values staff are expected to adhere to. Employee engagement questionnaires are carried out twice a year. To maintain control of services and standards, there is a huge amount of in-house resource which is all managed from Head Office. This includes marketing and PR, finance, client services, operations, HR and online support. Retaining these functions internally allows Karl and his team to provide services which can flex and respond to changing conditions and requests efficiently and to the required standard. There is a huge amount of community support and charitable enterprise, and as well as holding and supporting fundraising events, Karl and his team also allocate a number of staff hours whereby they can participate in events or donate their time to assist. Clients are regularly surveyed for their feedback and to ascertain their satisfaction levels and they specifically request online reviews to demonstrate transparency. They also utilise the Net Promoter Score system to understand customer engagement and to review the customer journey at every touch point. Landlords and tenants are allocated a specific point of contact so they have the reassurance of being able to contact the same person throughout the relationship; this saves time as the property manager has full visibility of any history and also results in a lower dispute level as there is a fundamental level of trust. This approach has resulted in impressive market share and a level of new instructions over and above that which can be attributed to market conditions. Karl is a passionate individual who speaks with enthusiasm and expertise about his business and the wider lettings industry, however it is absolutely clear that the ongoing success of his business must be attributed to not only his vision but also the hard work, dedication and enthusiasm of his hard working team. The judges hope you are all as thrilled as we are with this award. Congratulations."

GOLD - Best UK Small Lettings Agency of the Year

Judges Comments

"Karl Tatler should be pleased to add another award to his collection and in a highly contested category, the panel found that this agency is not only maintaining but improving its high standards. Karl and his team have demonstrated once again that this is a business to watch and learn from. As a key player in its location, Karl Tatler Lettings provides a fantastic array of services to its customer base, at a fantastic level. The recruitment process is stringent and detailed so that everyone employed is a definite fit. By ensuring that the people are highly skilled, Karl and his senior team can spend their time focusing on the direction of the business and ensuring that the systems and processes are constantly evolved to keep up with market conditions, customer requirements and the latest technology and products. Investment in training and development is very high and it is clear that this is money well spent when one looks at the calibre of every individual in this agency."

GOLD - Best Small Northern Lettings Agency of the Year

Judges Comments

"In the words of the judges, Karl Tatler Lettings is a damn well run business which is a significant operator in its region. Karl has a real passion for the industry and his attitude is infectious; he has surrounded himself with like-minded people who share his vision and drive. There is a progressive attitude at this agency: the team is assured of an excellent rewards structure which covers remuneration as well as bonus schemes, training opportunities and a well-mapped out career path. Customer service standards are sky high and all touchpoints are mapped and measured to ensure they’re being met every time. Whether it’s time-on-market, landlord and tenant retention, NPS scores or void periods, everything is measured, assessed and shared with the team for maximum transparency. The landlord retention is exceptional and it is evident that they enjoy a strong relationship with the property management and client services teams. In a very competitive category Karl Tatler Lettings is a stand-out business."

GOLD - Best Training & Development Lettings Agency of the Year

Judges Comments

"The focus on lettings-specific training in this category was exemplary and highlights that agents are paying close attention to the precise requirements of the lettings teams. With this attitude in mind, Karl Tatler has impressed the panel once again with its attention to detail. This agency won the gold for Best Training and Development for its sales department in 2015, and it is crystal clear that everyone working for Karl can expect to participate in training at the highest level. New starters are introduced to the company’s standards before they even start when a welcome pack containing books, keys, champagne and business cards is delivered to their house. Personal profiling is carried out to ensure individuals are a good fit for their role, as well as for the team and branch they will be working in. An in-depth induction is followed by monthly sessions with the Operations Director, and their personal development plan is tailored according to experience and the results from the personality assessment. The teams are also encouraged to learn from each other through focused sharing of transaction experience and results."

GOLD - Best Customer Service Lettings Agency of the Year

Judges Comments

"It’s been a huge year but Karl Tatler Lettings continues to strive for perfection. Market share has increased as have new instructions and this growth is due in some part to the utilisation of personality profiling of the team. This has helped the directors really understand the employees’ drivers and how they can best nurture and guide them. They’ve also introduced Net Promoter Score to look at the overall customer journey; this has given them lots of statistics and measurements and they are using these to develop an improved framework for customer services. Data is analysed by the dedicated customer service department and shared with the senior team so they can evolve the systems and processes accordingly. It also helped them identify that customers wanted clarification on maintenance reporting so each office now has a dedicated property manager rather than them being located centrally. This has encouraged better team relationships and resulted in happier customers."

GOLD - Best Property Management Lettings Agency of the Year

Judges Comments

"The judge had a fantastic conversation with Karl and found that he represents his business extremely well. He has imbued his agency with an inordinately strong culture and it is evident that this pervades every customer interaction: the team lives and breathes customer service. The past year has seen heavy investment in training. Not only do Karl and his senior team spend a lot of time on one-to-ones with the staff but there is also a lot of external training across a variety of disciplines. Property managers have been paired up with negotiators to engender stronger working relationships and to ensure that clients can access a fully joined up service, irrespective of which department they require. This also enables the teams to maximise cross-selling opportunities which is good for the clients as well as the organisation. Whilst business targets are clearly vital, these are not implemented to the detriment of personal relationships; the way the customer feels is always at the forefront of every interaction."

Take a look at our awards history

2015

OVERALL WINNER - Estate Agency of the Year

Judges Comments

"Since 2006, Karl Tatler’s business has won over 25 awards across both the Lettings and Estate Agency of the Year Awards, and not a year has gone by where he and his team haven’t been recognised. It is pertinent that these awards have all been in categories where customer service is paramount, as this is absolutely the key to what Karl and his team is all about. Every year the panel looks forward to seeing what new innovations and initiatives Karl has come up with, and it is never disappointed. It is extremely difficult at this level to continue to improve standards yet this business manages it time and again. There is more scrutiny and expectation than ever before across all service industries but especially in estate agency given the level of emotion and financial impact tied up in a property transaction. Rapid responses are expected across a number of platforms, and online reviews can have a real impact on a client’s opinion of a business. Karl and his team have risen to the challenge these changes present. Karl is an exuberant and focused individual who always begins with the end in mind. He knows how he wants his clients to feel, and he works backwards from this desired result to map out every touchpoint. It’s particularly pleasing to see that he imparts this enthusiasm and skill to his team. Without exception, everyone at this company buys into Karl’s vision and they each contribute fully to making the business the success it is. Staff retention is running at 96%, and the majority of the team has been with the business for over five years. This loyalty and dedication has been built up through the culture of reward and recognition. The Operations Manager, who has over 30 years’ agency experience across all disciplines, has designed the training programme. A mixture of internal and external facilitators deliver these sessions regularly, and there is continued investment in training to enable the team to reach and maintain the high standards. All employees undergo psychometric analysis. This has a number of benefits: it allows the senior team to understand their drivers and behaviours so these can be harnessed, and they can also identify areas for improvement and address these directly. Managers then adapt their management styles according to the individual, and personalise career development options. In many cases they train staff for a particular role, even if a position is not yet available, so they are ready to move immediately when it does. KPIs are clearly communicated and the team acts within a definitive framework of actions to achieve these, however are given autonomy to make their own decisions. They work on the principle of gaining clients for life. Both vendors and applicants are assigned a Personal Property Manager to look after them for the duration of the transaction. Their remit is to get to know the clients, understand their drivers and desires and see that these are met wherever possible. The marketing strategies are excellent and backed up by quality online and offline activities. The state of the art website is optimised and responsive. Clients can access a raft of tools during searches, and for vendors, the property emails are stylish and content heavy. Client engagement is also carried out both on and offline. Regular competitions and local news stories are promoted through social media, and the team is heavily involved in the community and with charitable initiatives. Karl Tatler was awarded the overall Estate Agency of the Year Award in 2008, and it’s an absolute delight to give it this accolade once again. This year will see this business celebrate its 18th birthday and the panel hopes this award will be the icing on the cake."

GOLD - UK Small Estate Agency of the Year

Judges Comments

"Karl Tatler This is a business that is recognised time and again in these awards, and every year the judges are amazed to see that Karl and his team have managed to raise their standards even higher – no easy task for an innovative market leader. Customers using this agency can be confident they will receive excellent service from a dynamic and caring team. Systems and processes have been carefully defined and designed, and are continually monitored and amended as and when necessary, so they evolve with the business needs. Technology is used to great effect and automation is used where appropriate to enable the proactive staff to focus on providing personal service that goes above and beyond expectations. 75% of the team has worked at Karl Tatler for over five years so are fully immersed in the culture and ethos of the company, and returning clients appreciate they will work with people they know and trust."

GOLD - Training & Development Estate Agency of the Year

Judges Comments

"Karl knows his business inside out and takes a whole world view to his training programme, which has a 360° approach to all elements. He is extremely focused with an eye for detail, and he works hard to ensure every client receives the same level of service from his dedicated team. Every employee receives a quarterly review with Karl, and over the past 12 months, he has implemented measurable KPIs which are recorded on contribution sheets, so they show each individual’s performance and how this compares to the rest of the team. This procedure is designed to be a positive one and has resulted in higher conversion rates and a greater level of reward. There is a clearly defined career path and the senior team offers exceptional support to allow staff to progress. All managers have been promoted internally, and new employees receive a pack at their house containing all relevant reading material and a bottle of champagne. The judges were wowed by the retention rate which is at 96%."

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

"Karl Tatler is a consistently fantastic agency. The panel was especially impressed with Karl’s continued efforts to innovate and improve, which is difficult given the levels at which he and his team already operate. Their community involvement is exemplary and is resulting in tangible benefits for both the company and the local residents with whom they work. Karl mentors students at the local college, and the agency operates a walk to school scheme. Local good causes and events are promoted via Karl’s Twitter account and they also get involved with local events for national charities such as the Red Cross. He has spent time focusing on “what good looks like”in order to accurately convey this to his team, and to put in place KPIs to measure and assess behaviour, performance and results. Client feedback is publicised online via Twitter. This is a business which is known for its honesty and integrity, and customers using this agency are in excellent hands."

GOLD - Customer Service Lettings Agency of the Year

Judges Comments

"This is an agency that thinks big and is constantly reinvented to enhance the customer experience, and it is a delight to award it the gold once again. Karl continually challenges the culture by focusing his teams on his ‘Think Big’ core values to ensure they deliver the best customer service with enthusiasm and passion. These values are detailed in a high quality book which has been written and produced in-house. The operational structure of the business has been completely overhauled, so a dedicated maintenance team has been created, as has a focused front of house sales team and a training programme of bite-sized modules. This has also helped solve admin issues which increased following significant growth in new lets last year, leading in turn to a reduced focus on new business. By removing the admin and maintenance tasks from the sales team, they are more able to concentrate on lead generation and customer service. The mystery shopping exercise yielded near perfect scores for this agency, which can only mean great things for all clients, current and future."

SILVER - Property Management Lettings Agency of the Year

Judges Comments

"This business is led from the top by an effusive individual who works alongside his team to ensure his vision and ethos is understood and shared by everyone. Karl has employed an Operations Manager so he can return to the frontline of lettings and work directly with his team to get to know them, and so they can get to know him. Staff participate in weekly training sessions and regular one-to-ones with Karl. There is efficient and considered use of technology including the use of cutting edge mobile inventory software and a maintenance app so tenants can report issues and upload photos via their mobile phone. They understand a key component to success is the attention to property maintenance as this protects landlords’ assets and ensures tenants reside in safe, compliant properties so they have created a dedicated property maintenance office. The check in process is meticulous and they carry out comprehensive mid-term inspections. The past year has seen an increase in listings and number of lets – proof that this approach is working."

SILVER - Northern Lettings Agency of the Year

Judges Comments

"Once again Karl Tatler and his team have demonstrated that their agency is one to aspire to. Karl is a charismatic individual who is extremely hands on with his business to the extent that he has recently reinvented the entire operational structure of the business to introduce a dedicated maintenance team and a front of house sales team. Alongside this he has also introduced ‘bite size training’ providing bespoke one to one training for each member of staff. This also allows the team to air any issues or concerns they might have and to have these immediately addressed by the senior team. Without exception, the high calibre employees are experts in their respective areas of operation and they are meticulous in their approach to customer service whether during the check-in process or when paying landlords via automated same day payments."

BRONZE - Customer Service Estate Agency of the Year

Judges Comments

"The judges commented that again and again they are privileged to look under the bonnet of this agency, and it never disappoints. Karl’s philosophy is that, “anyone can wow once, it’s doing it consistently that matters”, and he has implemented a number of robust and thoughtful systems and processes to achieve this. The team provides such a personal service however, that clients won’t be aware that a process is being followed, which is a brilliant touch. The 24/7/28/52 process is excellent: after completion they ring the client after 24 hours, 7 days, 28 days and 52 weeks. This high level of aftercare enables them to quickly identify and resolve any issues, and underpins the relationship for future transactions. Adding to this is the fact that staff retention is at 96% so returning clients can work with people they already know. The agency was mystery shopped a number of times and achieved amazing scores across the board."

2014

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

“The judges remain impressed by the attention to detail and focus on improvement demonstrated by this agency. Karl Tatler and his team have a remarkable empathy and connection with all their clients. In the first nine months of this year, the majority of instructions were via referrals or repeat business. They are renowned for their innovative and proactive approach and customers therefore have extremely high expectations of the service they will receive. Continuing to grow as a business, Karl Tatler opened its fifth sales office in September and has completely rebranded and refurbished the other four branches. The introduction of, “bite sized training”, delivered by Karl in 30 minute sessions has been immensely successful and is probably the single most effective initiative introduced this year.”

GOLD - Customer Service Lettings Agency of the Year

Judges Comments

"In terms of its customer service standards, Karl Tatler stands head and shoulders above its competition. Karl and his team have a relentless focus on moving forwards and they constantly ask for feedback from their clients, with whom they enjoy a great relationship. The recruitment process is rigorous to ensure they get the right people first time, and staff retention is also excellent resulting in absolute consistency of service. There are strict rules in place regarding stock levels so property managers have enough time to make landlords and tenants feel they’re valued and are receiving great service. Landlord and tenant retention is also outstanding with over 75% of tenants using Karl Tatler when moving to another rental. This meticulousness also extends to the community and the team is actively involved in a number of local good causes. Year after year Karl continues to drive his standards ever higher and we’re pleased to award this vision and work ethic with the gold."

GOLD - Property Management Lettings Agency of the Year

Judges Comments

"The property management department at this agency is well developed with a great combination of technology usage and the personal approach. Karl himself has a clear vision of what he wants to achieve and he shares this with his team whom he views as family. In turn, the staff are all very keen to develop along with the company and it is clear from the support Karl provides that he values them highly. In order to improve customer service, Karl has ensured that property managers have less managed stock to look after so they can use the extra time building good relationships with landlords and tenants. Managed stock levels have climbed by nearly 50% over the past two years and careful use of technology has ensured they maintain their high customer service standards through automation where appropriate, freeing up the staff to focus on the people."

SILVER - Northern Lettings Agency of the Year

Judges Comments

"Karl and his team have been successful in this category every year and the judges look forward each year to seeing what developments they have undertaken in a bid to stay ahead of the pack. Karl's method is one of reassurance; he and his team tackle lettings with confidence and flair, an approach which has earned them a great reputation in their area. The customer service emphasis is not on 'what' but 'how' and they offer an impressive number of services delivered with polish. They work hard to build personal relationships with their client base and their feedback reflects the positivity with which they are viewed. Staff retention is very good indeed; all on the frontline are NFoPP qualified. Karl also provides in-house training outside the technical awards based on a number of softer skillsets; these courses are tailored to the individual's requirements and interests. Karl Tatler is a professional operator getting the best from his team for the good of his clients."

2013

GOLD - Best Small Northern Lettings Agency of the Year

Judges Comments

“Yet again Karl Tatler has demonstrated why he has been so successful over the years. His agency is a long established, market leading independent that constantly pushes the boundaries in order to improve. A very adept communicator, Karl is passionate about his business and understands where he needs to focus and evolve so that he can stay ahead of the competition. One recent innovation is the introduction of Personal Property Managers who are assigned to every vendor to guide and advise through the sales process. This close contact makes for a seamless experience. Established long-term relationships with many clients mean they have used this agency two or three times - this is testimony to the standard of service provided by Karl and his team. Indeed, many of the team are also long-standing so in some cases the same customer and agent have worked together more than once. Consumers know that when they instruct this business, they are dealing with innovative professionals who will get the job done.”

SILVER - Best Small Northern Estate Agency of the Year

Judges Comments

“Real care and attention was given to the Karl Tatler submission, so much so that it received top marks for presentation before the next stages of the judging process. It was apparent when evaluating the entry that the whole team care about the businesses - it is a passion for lettings that filters down from Karl himself who plays a crucial role in driving the business forward: inspiring staff and keeping a watchful eye on new developments within the industry. The judges were impressed with the business set-up which includes: Docusign for efficiency; a really strong training framework with in-house compliance exams; staff who respond promptly and personally to enquiries; and long opening hours seven days a week. It is obviously a winning formula as a second office has opened, contributing to good growth, and a compelling proposition which left the judges in no doubt that Karl Tatler should win the gold award.”

2012

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

“Karl Tatler and his team have demonstrated once again that they are at the top of their game. For agencies which consistently work at an extremely high standard, it can be a challenge to show significant change and to keep on innovating but Karl Tatler manages it. Their ethos is to offer excellence as standard and the judges felt there was clear evidence that this is achieved every time. In a very difficult and competitive market they have enhanced already high values and continued to be innovative, fresh and to stand out from their competitors. Attention to detail is second to none and continued investment in training, technology and marketing collateral has led to annual growth. A brilliant estate agency.”

GOLD - Best Small Northern Lettings Agency of the Year

Judges Comments

“Karl Tatler is the only agency in the Wirral to offer a dedicated lettings service with a shop front in the Wirral and opens longer than its competition, with offices operating seven days a week and until 6.30pm on weekdays. All properties on Rightmove are a premium listing. An impressive 30% of new business is from landlords transferring their business from competitors, which is due to features such as mid-tenancy property inspections and the prompt payment of rent. Management software tracks rental payments, with calls to tenants made immediately following late payment. Less than 2% of the agency's properties under management are in arrears. Karl Tatler's passion for the business runs through each of his team, who are clearly loyal to the business and their long-standing clients. The agency never stops innovating, with website enhancements the latest development, along with an automated signature service for client documents.”

SILVER - Best Property Management Lettings Agency of the Year

Judges Comments

“Wirral-based Karl Tatler won the hearts of the judging panel for standing head and shoulders above its competitors in a tough market. The agency has excelled in property management in a location that has historically been dominated by let only agents by establishing a dedicated lettings and property management team, which operates a high quality maintenance service offering specialist market advice. The panel praised the agency's detailed property inspections, which it undertakes in-house, and comprehensive staff training programme. They also liked the bespoke client services available, which the agency helps maintain with incredibly loyal, long-serving staff, hence why so much of its business is based on referrals and recommendation. The team's total enthusiasm for raising the profile of lettings in its area and determination to differentiate itself from the competition wins Karl Tatler this prestigious award.

BRONZE - Best Technology & Online Lettings Agency of the Year

Judges Comments

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

2011

GOLD - Best Small UK Estate Agency of the Year

Judges Comments

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

GOLD - Best Customer Service Lettings Agency of the Year

Judges Comments

"In the words of the judging panel, the customer service standards demonstrated by Karl and his team, “blew [their] socks off”. Without exception the entire team shows not only outstanding knowledge but a desire to act on this and share their expertise with the customer. This approach has led to impressive levels of repeat business and customer loyalty which is very rarely seen elsewhere. Karl and his team understand what it is to be a customer and how to harness this information to make clients feel special. Email response time was excellent and personal, as was every contact with this agency. The team should be thrilled with the gold award which acknowledges their faultless and impeccable service. Well done."

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

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

SILVER - Best Single Office Lettings Agency of the Year

Judges Comments

"Perpetually successful, this agency impressed the panel with its ongoing enthusiasm and passion for the industry. Firm believers in investing in quality, this is clear from the layout of the offices to the calibre of staff. The branding is strong and they are well recognised in their locale. Systems and training are important to Karl and he invests accordingly in rigorous education for the staff – all are required to sit in-house exams as well as standard industry compliance. This is an agency which embraces technology and invested in the new iPads on the first day, utilising them efficiently. The entire team is knowledgeable and able to speak with authority on many of the issues surrounding lettings and their drop-in advice service for tenants and landlords has proved popular. It is apparent that this agency rely on the things they do well whilst constantly seeking to improve and innovate."

BRONZE - Training & Development Estate Agency of the Year

Judges Comments

"For a small agency, the attitude towards training is exemplary. This year, over 15 members of the team have gained qualifications, going on to level two of the technical awards, and the professionalism and knowledge of all staff is exceptional. The result of this commitment to qualification not only reaps great benefit for the customers and the brand but has also resulted in every member of the team growing their income over the last 12 months, without exception. The development of a reading and reference library is impressive and innovative and use of this facility is obligatory. Karl Tatler is a great example to the profession with a commitment to the training and development of their people which is first class."

2010

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

"It will come as no surprise that once again Karl Tatler has taken the gold. An outstanding agency which demonstrates year on year why it is one of the best agencies, not only in it’s location but nationwide. Having invested in opening two new offices this year, they have seen their market share jump to 48% and increased turnover and profits accordingly. Led from the top by a highly motivated and enthusiastic individual, they have not lost a single member of staff to the competition in 14 years, and this loyalty and pride in the company extends to the team’s huge involvement in local community projects."

2009

GOLD - Best Small Northern Estate Agency of the Year

Judges Comments

"Continually successful, Karl Tatler Estate Agents impress the judging panel every year with their commitment, attention to detail and innovative thinking. Definitely a shining example of leading from the top, Karl’s enthusiasm is backed up by superior understanding of the industry and this is filtered down through his equally impressive team. His success in chain building is impressive particularly within his own client base and investment in high bright window screens means 100% of properties are displayed with the screens completely visible even in direct sunlight. Internet spend has increased four-fold, including listing 100% of properties as premium displays on Rightmove; hits, click through rates and enquiries have all increased accordingly. Direct involvement with local primary schools has prompted links with secondary schools in the area through hands-on assistance and donations. Yet again Karl Tatler Estate Agents prove their excellence and take the gold."

BRONZE - Best UK Small Estate Agency of the Year

Judges Comments

"There is a huge energy and “buzz” about this company not just from the man himself, Karl Tatler but from all concerned. Previous award winners, Karl Tatler Estate Agents have demonstrated a consistent commitment to service and innovation and contrary to market conditions, the past months have seen this company grow and profit with the team refusing to rest on their laurels. It is apparent that the entire company have the united aim of continuous improvement and the extraordinarily high service levels have allowed margins to be significantly improved without resorting to wholesale damaging cost base reductions. Office refurbishments and the highest standards in terms of marketing and promotion are reflected in a high market share and well deserved success."

2008

OVERALL WINNER - Estate Agency of the Year

Judges Comments

"The man who created the eponymous Karl Tatler Estate Agents would only give his name to a company he considered to be the very best. Endeavouring to exceed even the highest standards and continually improve has established Karl Tatler Estate Agents not only as the distinct leader within its local area, the Wirral, but also as the deserving overall winner of the Estate Agency of the Year 2008. Karl Tatler himself is a man of ideas, lots of them, and he clearly is putting them to great effect. Since opening the first office in 1997 in Heswall, the company has grown in size year on year, opening a second office in nearby Greasby at the end of 2001. In 2002 the original Heswall office was doubled in size, while a year later the Greasby site was also extended and refitted. A third office was opened in West Kirby in 2004, giving Karl Tatler Estate Agents the presence to become a major force and one of the best known names in the local market. But above all, this recognition has been earned through an unwavering desire to go over and above expectations to provide a truly quality service. This is due in no small part to the quality of the people. Motivated by a passionate achiever who leads by example, the experienced, friendly team understands the market and knows that outstanding customer care is essential. Rewards are excellent too – Karl Tatler Estate Agents works on the basis that staff commitment and loyalty is a two way street. Staff are given comprehensive guidance in every aspect of service, from how to approach people to how to answer the phone, and always wear their uniforms on duty. This company really understands the importance of brand awareness and consistent presentation, and their marketing, as well as their service, reflects this. There is a wide selection of comprehensive, accessiblemarketingmaterial, and quality advertising is placed all year round, whatever the economic climate or the temperature of the housingmarket. The well designed website is easy to navigate and full of useful information, including floorplans and plenty of photographs. The agency is constantly updating and reviewing property details and taking new pictures whenever there’s a sunny day – they know there is only one chance to make a first impression, whether on Rightmove or with a potential customer. Among its services, Karl Tatler Estate Agents offers a free market appraisal accompanied by a hand-delivered Moving File, pre-market house doctoring, and comprehensive advice. The company is also happy to negotiate on behalf of clients if they are buying from another agent, with the aim of saving them money and easing the stress and worry of negotiation. Just one of the ways Karl Tatler Estate Agents has really distinguished itself in a difficult market is to construct chains from the homes on its books. According to Karl Tatler himself, one such chain has already completed and there are two more potential chains in the pipeline, built by persuading those reluctant to buy at a certain price or in a certain area to take a look and reconsider a property. This agency works by motivating its clients as well as its staff, and the increase in average fees at a time when conditions have been hard shows it is very good at what it does. In short, Karl Tatler Estate Agents stands out from the crowd with excellent service, a hands-on approach and fresh ideas in tough times.Without doubt it punches above its weight and is more than a match for the major players. Exceptional."

GOLD - Best UK Small Estate Agency of the Year

Judges Comments

"You cannot talk about Karl Tatler Estate Agents without talking of the man himself. Karl Tatler is a man of many ideas, a man brimming with enthusiasm for his job. He is motivational, not just of his team but of his vendors too. Karl has been hugely successful building chains, creating one within his own client base and two more in the pipeline. Within the current market the company has been able to increase its fees – clients know they receive far more than their money’s worth - and is still trading in profit. In no small part this is due to the increase in rental income which, following massive investment of time, money and energy in the last two years, now accounts for 20% of the business. Karl Tatler clearly cares very passionately about his service and how he is regarded.We see him as a worthy Gold winner."

GOLD - Best Small Northern Estate of the Year

Judges Comments

"Last year’s winner of Best Small Agency, Karl Tatler Estate Agents has made every effort to achieve the goal of always being better than the year before. The standards they set themselves are exceptional, but they have surpassed them. Average fees have risen in spite of the difficult conditions, and customers are happy to pay them – knowing that the service they receive is far superior to the competition. Karl Tatler himself is more than a figurehead – he’s a hands-on motivator, an innovator, an inspiration, and a worthy winner of this award."

GOLD - Best Small Lettings Agency of the Year

Judges Comments

"The brand Karl Tatler is synonymous with top quality marketing and outstanding customer service, and the man himself and every one of his motivated team have worked incredibly hard to achieve this. Karl is personally committed to ensuring that everything is always a cut above the rest, from their advertising to the multiphoto letting list, from the quality of air-conditioned offices to the uniforms of the staff. The company has a history of thinking outside the box and is always looking for ways to keep one or more steps ahead of their rivals. Karl ensures the company runs smoothly, grows steadily and that customers are receiving the best possible service, even if it means being available at any time, 365 days a year. Karl Tatler Residential Lettings is a truly professional, organised and very well respected business. This is a company that never settles for second best, and fully deserves the gold."

2007

GOLD - Best Small Estate Agency of the Year

Judges Comments

"Last year’s Silver winner, Karl Tatler Estate Agents have definitely not rested on their laurels and have clearly upped the ante from an already elevated standard of performance and service. Their aim to be ‘better each year than the one before’ is no empty promise - and they take their role to be that of setting the pace and leading the pack seriously, pioneering new initiatives and applying them with a carefully thought-out approach. Their digital screens are a sharp addition to their already impressive premises, ensuring viewers are exposed to high-definition images of properties for sale efficiently and effectively. Nor do they lose sight of small but significant details - sundials indicating orientation of properties are now included as standard and the firm has been featuring floor-plans for 9 years. Inhouse admin and ad teams ensure focus and control, in a company that has a high profile in its business performance as well as in its commitment to the local community. A true gold-standard agency."

2006

SILVER - Best Small Estate Agency of the Year

Judges Comments

"Having come 5th in this UK-wide category last year, Karl and his team have taken the learning on board, and are continuing to improve the quality of their services. In particular, the judges felt that the presentation of his premises in Heswall are worthy of special mention – first class branding, team clothing, décor, lighting, furniture and air-conditioning – create an offering that is more akin to a BMW showroom, and leaves their competitors in the shade. Karl Tatler Estate Agents does many of the things that all good agents do, very well; but their differences are many. They have the highest commission rate in their area, yet they have a massive share of their local market. Everything about the firm’s presentation of itself and their clients’ properties is exemplary. Advertising artwork, for instance, is prepared in-house reducing the frustrations that most agents feel when the paper gets it wrong. There is an admin team, so the sales people are able to get on with selling! Customer satisfaction is not measured after the event, but during the process. Karl Tatler says that his team is incredibly passionate about their profession and they take satisfaction from being the best in all that they do. Everything the judges saw supports that claim."