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Your local estate agent – Winner of the Best Estate Agency Awards & Best Customer Service in Epsom

Amazing news! We have just been announced Winners by the judges at the Best Estate Agent Guide. This is the Second year running we have been judged as being ‘WINNERS’. This also means that we are part of a very exclusive group of outstanding and exceptional agents which make up just 3% at the top of the list of the nation’s 25,000 estate agents.

Every one of the country’s estate agency branches were assessed to measure their ability to sell homes, the effectiveness of their property marketing, market share and fantastic customer service levels that we have demonstrated across a prolonged period of time, as well as being included in the UK’s largest estate agency mystery shopping exercise ever undertaken.

We love being mystery shopped! It keeps us on our toes of course, but we know, deep in our heart, that we really do offer the type of wish-list service that our clients deserve – so we always give it our all.

However, when we look at the reviews we receive, it’s actually not just about what we do, but who we are! Recurring endorsements of our dedicated team continually speak of the sheer effort put in, as well as the level of commitment and personal accountability. As the person with the responsibility of having his name above the door, it is these attributes that confirm that we’re doing things right. And for that, I’m exceptionally proud.

If you see me bursting with pride, it’s not actually because of this prestigious award – it’s because of the wonderful people we employ at Kaybridge Residential Estate Agency and I’m so pleased that they have once again been credited with the recognition they richly deserve.

How we were assessed – The Research

Kaybridge Residential Estate Agency were secretly assessed for our customer service as well as our ability to sell homes and attract buyers, by mystery shoppers and a detailed analysis of our ability to provide outstanding sales outcomes for our clients.

Estate Agent Review Criteria

Together with Rightmove, Zoopla they identified the criteria that define exceptional service and conducted an in-depth analysis of performance data to create a long list of the top 40% of branches in the country.

The areas looked at were:

  • How well properties are marketed on Rightmove and perform on Rightmove. [As measured by Rightmove].
  • Actual delivery of the sale or let. Time taken for the listing to go to SSTC and does it actually complete. [As measured by Rightmove].
  • How good is the customer experience on contacting the agent via email and telephone? [As measured by Property Academy mystery shop]

All Agents looked at performance over a 12-month period, involving analysis of::

  • Over 25,000 branches
  • 1 million properties listed at any point in time
  • 3 million transactions
  • 50 million leads
  • 3 billion property views
  • 30,000 mystery shop

The Ratings

Armed with the knowledge and insights that The Best Estate Agency Award gain from estate agent reviews, annual surveys with buyers, sellers, landlords and tenants, combined with experience of estate agency.

Based on the points scored during the data analysis and mystery shopping exercise, the top 20% of branches in the country were identified and categorised into four:


The top 3% of estate agency branches in the UK.

A very exclusive group of outstanding and exceptional estate agents which make up just 3% at the very top of the list of the nation’s 25,000 estate agents.


In the top 5% of estate agency branches in the country. These agents showed an outstanding level of service and care towards prospective clients and we TBEAG were delighted to award these superb agencies with a score of “Exceptional”.


Among the top 10% of estate agency branches in the country. Not quite within the top 5% but still market-leading in their approach to client satisfaction. They show a commendable dedication to client satisfaction.

Highly Rated

Among the top 20% of estate agency branches in the country. Only agents who achieved this high standard are featured in our guide.

TBEAG hope that this system will be used in the future to inspire estate agents to provide only the very best service to their prospective clients and they encourage sellers to look out for agents that display the ratings marks as a sign that they have performed highly in the biggest independent assessment of estate agents and letting agents in the country.

British Property Awards – Winners for Epsom

Kaybridge Residential estate agency have won the British property awards for Epsom.

Their team performed outstandingly throughout the extensive judging period, which focused on customer service levels.

Kaybridge Residential estate agency have now been shortlisted for a number of national awards which will be announced later in the year.

The British property awards provide agents throughout the UK with an invaluable opportunity to compare the service that they provide against the service provided by their local regional and national competition. Agents who go that extra mile and provide outstanding levels of customer service are rewarded with our accolade, which acts as a beacon to highlight these attributes to their local marketplace.

Independently Judged

Over 25 Criteria

Judging your Local Market

The Britsh Property Awards are one of the most inclusive estate agency awards providers as they do not charge to enter. This has enabled their award to be structured in a manner that ensures maximum participation, on average judging over 90% of agents that meet their minimum criteria on a local level.

The team personally mystery shops every estate agent against a set of 25 criteria to obtain a balanced overview of their customer service levels. The judging criteria is both comprehensive and detailed exploring different mediums, scenarios and time periods to ensure that agents have been rigorously and fairly judged.

Robert McLean from the British property awards said “Our awards have been specifically designed to be attainable to all agents, removing common barriers to entry, such as cost, to ensure that we have the most inclusive awards. Our award has also been designed to remove any opportunity for bias or manipulation. If any agent has been attributed with one of our awards, it is simply down to the fantastic customer service levels that they have demonstrated across a prolonged period of time. Winning agents should be proud that their customer service levels provide a benchmark for their local, regional and national competition”.


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