Our parent company Landmark’s latest Residential Property Trends Report for Q3 2024 is now available. This thorough analysis explores the property transaction landscape in England, Scotland and Wales, offering valuable insights into key market dynamics, including listings, SSTC/SSTM, searches ordered and completions.
A mixed picture of cautious optimism
The residential market in Q3 2024 reveals a mixed landscape, showing a 6% increase in listings compared to Q3 2019 in England and Wales. However, this positive trend is overshadowed with completion volumes 42% lower in Q3 ‘24 vs Q3 ‘19, indicating continued challenges of progressing demand within the market.
Ongoing external economic and political turbulence is still causing affordability constraints and buyer caution, as home-movers pause ahead of the Budget in the hope of more favourable interest rates. Many buyers are taking a wait-and-see approach, but there could be signs of potential recovery in Q4, especially if political and economic factors continue to stabilise.
Ongoing inefficiencies in home buying and selling also hinder the process, with Scotland – which has a more streamlined transaction process – showing healthier completions than England and Wales. While both markets saw a 6% increase in listings, Scotland experienced only a 13% drop in completion rates since 2019, compared to a 42% drop in England and Wales.
Other key findings from Q3 ‘24 include:
- In England, Wales and Scotland, listing volumes were up 6% in Q3 ‘24 vs Q3 ‘19.
- In England, SSTC volumes in Q3 ‘24 were down 37% when compared to Q3 ‘19 volumes. In Scotland, SSTM levels were down 23% in Q3 ‘24 vs Q3 ‘19.
- In England and Wales, completions have fallen 42% vs Q3 2019. In Scotland, completions were down just 13% vs Q3 2019.
Download the report to discover the latest trends impacting the residential sector in Q3 2024.
The fifth and final day of 2024’s National Customer Service Week is here, and we wrap up the week with our second ‘Meet the Team’ profile, and what better department to focus on than our very own OneSearch Customer Service team. With Friday’s #NCSW theme being ‘customer service recognition day’, we shine a spotlight on June, one of the key team members in a department renown for service excellence, problem-solving and industry understanding.
June Stewart is a remarkable person.
Officially.
Described by colleagues as “very relaxed and calm” and as someone “always available to help both staff and clients with all customer service queries”, she recently received – for the second time in five months – a commendation through Landmark’s Remarkable People ‘Success‘ programme.
That relaxed and helpful nature shone through when we recently sat down with June to chat about all things customer service. And to find out more about the person who once walked 96 miles in four days along the West Highland Way, and who used to share her home with two dogs, two guinea pigs, a cat, a rabbit, a cockatiel, and six tarantulas.
But what her colleagues may not realise is just how much of an impression June has made on some of her clients.
Will you marry me?
“I’d one client who proposed to me. Told me he wanted to marry me”, June shared with us, before adding with a chuckle, “he also said his girlfriend might be a bit upset!” It’s a good example of the light-hearted interactions June and her colleagues in customer service have with clients. “That’s the sort of wee bit of banter you have with clients because you’ve helped them and made their day.”
It’s one of the reasons why, working in customer service, June never gets the Monday morning blues.
Like a family
June has been in customer service for over 40 years. From managing a newsagents and managing a restaurant to working in a British Gas call centre, she’s always loved interacting with the general public.
“It’s in my nature. I just want to help. I want to give people the service that I would expect, because it’s frustrating when you get someone that doesn’t want to help you.”
Before joining OneSearch, June was a technical adviser for a heating product. After 14 years, it was a tough job to leave. “We were all like a wee family. We knew everything about everybody. Everybody knew everybody’s name.”
So when June was unfortunately made redundant, she was concerned she would never find a bond like that again.
She needn’t have worried.
A smile says it all
“I was totally surprised. From the minute I walked in the door I felt part of the team. And there was nobody that you couldn’t turn to, whether it be work or personal. Everybody’s great and most of the managers have such long service. It’s unbelievable. 20, 25, 30+ years’ service. So when you’ve got something like that, you know there’s something good.”
June tells us that the people OneSearch employs all seem to have similar personality traits. What is it they have in common? How can you recognise a OneSearch person?
Their smile.
“They’re always going to smile and say hello”, June says. “Walking from one end of the office to the other, you can have about five different conversations just going there. And then the same again coming back. Everybody’s just so happy to talk.”
Everyone is approachable. That includes the managers. They’ll drop what they’re doing, if you need help.
Managers such as June’s own manager, Carol Dodd, and her deputy, Sharon Greer. “I wouldn’t be as knowledgeable if it weren’t for these two ladies mentoring me and sharing their knowledge,” June told us. “Although Carol does need to appreciate the harmony of Sharon and myself when we are having a little singsong in the office!”
It’s not just the managers.
“I’ve got directors making me cups of tea and buying me breakfast. I mean, where on earth and what other company would you ever get directors speaking to you, let alone bringing you cups of tea?!”
And the million-dollar question: do they make a good cup of tea?
“Definitely. Carol Gildea [OneSearch’s Director of Operations] makes the best cup of tea ever. She knows I like my tea so milky, and she knows exactly how to do it perfectly.”
Making someone’s day
Does having such a close-knit, happy team make a difference to the service OneSearch provides its customers?
“Definitely. If you feel good, that’s going to come across in your calls to clients.”
What also helps, says June, is that OneSearch’s customer service team talks to its clients on a personal level.
“For some of them, we know how many dogs they’ve got, what their family are up to, when their son’s getting christened. There are so many things that we incorporate in our calls with clients that makes it more personal for them.”
Making that personal connection is something that June feels gets overlooked too often in the world of customer service – whether you’re answering phone calls or speaking with members of the public face to face.
“You might be their only point of contact for that day. Saying hello to them, or just having that wee bit of eye contact and making them feel you’re actually paying attention to them, could make such a difference to their day.”
And June believes that people who don’t give their full attention to a customer are missing out. “Just by making that wee bit of effort you actually enjoy what you’re doing.”
Not that enjoying her job is ever an issue for June. As someone who’s naturally curious and inquisitive, her job satisfaction at OneSearch is sky high.
The satisfaction of sleuthing solutions
June joined OneSearch at the outset of the pandemic, shortly before the first national lockdown. There was a lot of information she needed to learn.
“You can’t get things wrong in this job. It’s vital you get things correct, and I’m quite a stickler for that. I hate being wrong and I hate not knowing an answer.”
As much as she hates not knowing the answer to something, she’s in her element finding out and helping resolve a query for a client. What does she put that down to?
“I’m just a nosy beggar. I like getting to the bottom of things.”
Fascinated by Egyptian history and a keen follower of shows such as How It’s Made, June has always been interested in how things work and why. But there’s one mystery she’s not been able to get to the bottom of:
How an aeroplane flies.
“That just baffles me. I’ve tried so many times to get to the bottom of aviation, but I just don’t understand how this massive thing that weighs so much with all these hundreds of people can still stay up there.”
How to succeed in customer service
It’s National Customer Service Week when we speak. With June’s extensive experience, who better to ask for her thoughts on how to make a success of a career in customer service?
What advice would she give to someone just starting out?
1. Be honest
“Don’t be afraid to admit that you don’t know the answer. You need to be honest and say, look, I’m sorry I don’t know the answer. I will go and find out for you.”
2. Take ownership
“Always be prepared to take ownership of something. Never leave a job half done. Don’t just assume that someone else is going to pick it up. Take ownership of your own queries and the clients you’re dealing with.”
3. Be positive
“Always try to look at the glass as being half full, never half empty. With customer service, you do need that positivity. If you’re not positive in yourself or portray positivity, how are you going to pass that on to someone else?”
4. Don’t be afraid to admit your mistakes
“No one is 100% perfect.”
5. Make your customers feel valued
“Thank them and let them know that you appreciate what they’ve done to help you. Also, find out their name and use it throughout the call. It makes them feel more valued.”
6. Pay attention to how they sound
“Listen to them and how they sound on the phone. Are they stressed? Do they sound as if they’re having a bad day? Is there anything you can do? Because they’re going to remember that you’ve made them feel better.”
7. Treat them as an individual, not just someone that’s phoning
“The next time they phone, if you remember speaking to them, if you remember their name, it’s going to make them feel so much better.”
Finding joy at work
Perhaps, though, the most valuable piece of wisdom that June shares is something with a wider application than customer service.
“Just try to make the best of your day. You might not have an option as to whether you’re there or not, but make the best of it. The day will always come to an end eventually. What you do and how you make yourself feel in between that time makes such a difference.”
And remember, if you do have a problem, there’s always someone like June who will be there for you.
“If you want to have a chat or a wee blether, pick up the phone. I’m here. I’m happy to talk to anybody, at any time. No bother. If you’ve got a problem and I can’t fix it, I’ll find someone that can.”
To learn more about starting your journey with OneSearch, visit our registration page.
To learn more about National Customer Service Week, visit the Institute of Customer Service website.
As we kick off this year’s National Customer Service Week, we’re excited to introduce our new blog series, ‘Meet the Team’. At OneSearch, we believe that the key to exceptional service lies in the people behind our brand. In this series, we’ll delve into the stories and insights of our dedicated team members, showcasing the people that make us who we are – from Account Managers to Customer Service, Data experts to Road Agents, you’ll discover the individuals who make a difference every day.
John Margett, OneSearch’s Client Relationship Manager, has some of the liveliest recommendations you’re ever likely to read on LinkedIn. He also has something you wouldn’t expect. A degree from a city he’s never been to.
Intrigued, we recently sat down with John to find out a little more about the man who one former colleague describes as “a gentleman of the phone and a dog with a bone.” In a fascinating chat, John talked us through his upbringing, shared his philosophy for building relationships and described his dream day, à la Off Menu podcast. But first…
Do you remember the 2017 Oscars?
The one where Warren Beatty and Faye Dunaway opened the wrong envelope and for two minutes and 23 seconds La La Land beat Moonlight to the gong for Best Picture.
Most of the world wondered how on earth something like that could go wrong. Not John. Because when you’ve been involved in awards ceremonies, you know just how real the risk of an “Envelopegate” can be.
Before joining OneSearch, John was a project manager for Charlton Grant, the producer of Modern Law Magazine. He would help organise events such as the Modern Law Conveyancing Awards.
On the night of the awards ceremony, it was John’s role to hand out the ‘Highly Commended’ certificates while the award winners were taking the stage. His timing had to be spot on. He had to make sure the right company received the right certificate before the next award was announced. Not easy to do when guests have altered the seating plan or taken themselves off to the bar.
“You saw the table plan in front of you,” John recalls, “but quite a few had taken off the little table number on the stand. And the first one I went to, the company weren’t there. So I had to dash back to put the certificate back and get the next one ready to go.”
Running back and forth, those Monday night 7-a-side football sessions proved their worth.
Yorkshire born and Yorkshire bred
John grew up in Thirsk, wanting to be the next Bryan Robson. “Unfortunately, I wasn’t quite blessed with the talent.” Both his parents were teachers and, for four years, his father taught him English. What was that like? Did he see his dad differently at school?
“He was just his natural self. I just had to remember to call him ‘Sir’ rather than ‘Dad’. But he did have to ask me first if I would be okay with him teaching me.”
John now lives in Stone, in Staffordshire. When he goes back to Thirsk, he realises how lucky he was growing up where he did, with the family he had and the people he knew. “Looking back now, one thing which made me so happy was the friendships I made during that time.”
It was a carefree childhood. But you get the feeling John would have made friends wherever he was. It’s something he excels at.
Making friends for a living
John has been with OneSearch for 7 and a half years. What he loves is getting out and about and seeing clients face to face. Getting to know their needs as a company, but also getting to know them as people.
“Microsoft Teams is great, especially for people who are a long way off. But when you’ve got that time on a face-to-face appointment, you get to know them much, much better. You see the body language more easily. You really get to know what their needs are.”
With a degree in Communication Processes (graduating from what is now the University of Lincoln but was then the University of Lincolnshire and Humberside – based in Hull, not Lincoln) and a 27-year career in account management and business development under his belt, what would John say is the secret to building relationships?
Simply put, it’s about being nice to people.
“If you’re nice to somebody, if you listen to them and you’re interested in them, the chances are they’ll be nice to you and interested in you. That’s when a two-way conversation gets going and that’s how you build a relationship.”
How did John become a people person?
Anyone who has had the pleasure of speaking with John will know how personable he is. How effortlessly he builds rapport. But as an adolescent, he was relatively shy. So how did his confidence grow?
By doing things out of his comfort zone:
- Going on school language exchanges. A French exchange in Calais when he was 13 and a German exchange in Eislingen, near Stuttgart, the following year. The first of many such trips and the start of lifelong friendships.
- Trying out for the school play – playing parts such as Benjamin in Animal Farm and Les, the lollipop man, in Willy Russell’s Our Day Out, among others.
- Taking all sorts of one-day courses. For instance, he would join up with an orchestra for a day’s rehearsal and then play the violin in a concert at Ripon Cathedral the same evening.
John also has fond memories of his time at university. The friends for life he met. Joining the drama society and playing in the orchestra at neighbouring Hull University – not to mention the three summers he spent working as a music teacher and counsellor at a boys’ summer camp in Maryland, USA.
But what really stands out is when John did some work experience at the Tourist Information Centre in Northallerton. He was 15. All the other volunteers were retired. When the Head of the Centre reported back to John’s school, he commended him for his ability to raise and hold conversations with anybody of any age.
It’s an ability that has stood John in good stead ever since.
Like father, like daughter
John has his parents to thank for encouraging him to try new things. “Sadly, we lost Mum four years ago. I miss her terribly and will be forever blessed with the many fond memories I have of her. Dad continues to be an inspiration. I’m so grateful to them both for everything.”
A father to a teenager himself, now John’s the one doing the encouraging. 13-year-old daughter Isla is just back from her first school trip to France. She has taken to the stage. And, like her dad, she enjoys playing the piano, although her repertoire is more Taylor Swift than Clementi or Beethoven.
One thing father and daughter do have in common, though, is they both like the atmosphere at Manchester United Women’s matches..
John has a love of women’s sport in general. He traces his interest back to a particular tournament: the Women’s World Cup in Canada in 2015. The BBC was showing it on TV.
“I just had this epiphany moment. I lived in Wimbledon for a while and loved going to the Wimbledon Championships to watch men’s and women’s tennis equally. I’m a big fan of both men’s and women’s tennis. Why wasn’t I doing that with football? So I watched the 2015 World Cup and the Lionesses did really well. They were very unlucky not to get through to the final.”
Since then, John has loved seeing how much women’s sport has grown. He follows it just as much as men’s sport and has been to watch the Lionesses, Manchester United Women, and England women’s rugby team, the Red Roses. “I’m really happy to see the trajectory that women’s sport is taking now.”
And finally…
If you could design a dream day, what would it look like?
Morning
John’s dream day starts with an early morning walk around Lake Windermere with partner Laura, daughter Isla and Tibetan Terrier Wilson. Then it’s back home to Stone for a full English with poached eggs and – must of all musts – black pudding.
After breakfast, they’re back in the car listening to ‘This is the One’ by the Stone Roses. Some of the passengers even appreciate John’s singing.
They pop by Thirsk to visit John’s dad, sister and brother-in-law at what has been the family home since John was two. After a proper coffee, there’s just time for a quick walk up Sutton Bank before they’re off to Manchester.
Afternoon
First stop, Lou Macari’s for fish and chips. “It evokes memories of when I used to go to games with my dad when I was younger and it’s still a really good chippy.”
Second stop, Old Trafford to watch Manchester United – the women’s or men’s team, John doesn’t mind – beat Liverpool.
In this dream day, travel isn’t an issue. So, within minutes of leaving the ground, John and his family are sunbathing on a beach in Menorca. They stay in Menorca for dinner, which is a paella and a glass (call it two) of Sauvignon Blanc by the harbour in Ciutadella.
Evening
Time’s also not an issue. Suddenly it’s New Year’s Eve and we’re off to the Golden Hall at Vienna’s famous Musikverein for a celebration of music from the Strauss dynasty. Think Last Night of the Proms without the Union flags and all the bobbing up and down.
Then it’s back home to Stone where John’s dream day ends like a good Saturday should: meeting up with friends for a couple of pints of real ale at the Crown Wharf pub. A jam-packed day!
But John still hasn’t been to Lincoln. Perhaps if the Lionesses were to play a game there one day…
Looking for accurate data and reliable property searches? Connect with a OneSearch Business Development Manager in your area to get started with OneSearch today – visit our registration page.
To learn more about National Customer Service Week, visit the Institute of Customer Service website.
Last Friday, October 4th, we had the pleasure of hosting a fantastic networking event at Withers Gin School in Derby. The day was filled with gin-spiration, delicious food, and valuable connections.
We kicked off the morning with a warm welcome drink before diving into the immersive experience at Withers. Our guests had the opportunity to learn about the art of gin-making, discover the secrets of botanicals, and even create their own unique gin concoctions.
After a morning of gin-inspired creativity, we headed to the Michelin-recommended Darley’s for a sumptuous three-course meal.
Claire Slade, Business Development Manager for OneSearch said after the event:
“What an incredible day! Huge shout to Sarah Withers for organising and Dec for hosting us at Withers Gin. We had a blast learning the art of gin making and even got to take home our own personalized bottles. After that, we headed over to Darley’s Restaurant for a fantastic Michelin-recommended meal. Thanks to Lee Bebbington letting us come in out of hours! The food was absolutely out of this world, and the serviced matched it; best of all, we made some amazing connections that will last beyond this event. Thank you to everyone who came!“
Climate change is no longer a ‘next generation’ threat; it’s on our doorstep impacting many different aspects of our lives, not least within the property sector.
Buildings are a major contributor to greenhouse gas emissions, and the effects of climate change are posing considerable risks to property values and future habitability. It is now undeniable that our sector needs to adapt.
“The property sector is a big part of the problem, as today, 40% of greenhouse gas emissions come from our buildings. If left unchecked, this is set to double by 2050.”
– Chris Loaring, Group Sustainability Director, Landmark Information Group
To understand how the property industry is starting to adapt, Landmark conducted comprehensive market research of 150 senior level employees working in estate agency, residential conveyancing, and mortgage lending across England, Scotland and Wales. Our findings have helped us gauge the growing commitment towards sustainability, and how we can help support and nurture this further.
The consensus from the industry
Our report, “Climate change in the property sector: a cross-market perspective,” takes a thorough dive into the findings:
Growing concern
Climate change is no longer a distant threat. A significant majority of property professionals (72%) recognise the urgent need to address its impacts. This growing awareness is driving a shift towards sustainable practices within the industry.
Client awareness
Property professionals said that clients are increasingly concerned about the potential effects of climate change on their property purchases. Flooding (60%), energy efficiency (58%), and local planning (56%) are among the top priorities for homebuyers. As climate risks become more apparent, these concerns are influencing decision-making processes.
Shifting practices
The property industry is adapting to the changing climate, and more professionals are actively advising clients. For example, mortgage lenders are, on average, advising 48% of their clients on potential climate change risks to their property, a similar number can also be seen from estate agents (49%).
Room for improvement
While the industry is making progress, there is still room for improvement. Less than 60% of conveyancing firms are currently on track to meet carbon emission targets. This highlights the need for continued efforts to reduce the industry’s environmental impact.
Encouragingly, more businesses have created net zero strategies (76%, up from 52% in 2023). Conveyancers have made significant progress, with 48% having published their own strategies. This is a demonstrable sign at just how much positive momentum towards solutions the industry is taking when it comes to the fight against climate change.
Download our report
To gain a deeper understanding of the trends and insights from our research, download your copy of ‘Climate change in the property sector: a cross-market perspective‘ here:
*World Green Building Council report: Embodied Carbon – World Green Building Council (worldgbc.org)
Returning to the pavilion for a second year, OneSearch hosted a corporate hospitality day at St James Street in Taunton. Quickly gaining a reputation as the South-West’s next big event after Glastonbury and Cooper’s Hill Cheese Rolling, the event was a resounding success as guests witnessed Somerset CCC claim a decisive victory!
James Shepherd, Regional Sales Manager for OneSearch, posted: “There aren’t many better ways to sign off a week then hosting a fabulous bunch of property lawyers in the OneSearch box raising a glass to Somerset County Cricket Club cruising to a comfortable win over Lancashire! An absolutely brilliant day. Same time next year 🍷🍷🏏🏏”
