Personal Service

One to One Account Manager:-

  • Direct dial telephone number for you and your buyer
  • Direct messenger system
  • Direct live chat facility access
  • Buyer chain and financial check
  • ID / Money laundering checks
  • Offer negotiation and sales progression
  • Weekly Rightmove statistic reports
  • Estate agency service from one person
  • Total support and assistance
  • NAEA qualified and approved

Our Current Top 4 Account Managers

Our Account Managers take responsibility for the service we deliver and are assigned to ensure you have one person to speak to for help and advice. They are based in our Headquarters and are office based so do not go out on appointments. All members of this team are highly regarded and the only way to judge who is the best performing is based on client testimonials - the below four slightly edge ahead currently:-

  • Ashley Elley Supervisor

    Ashley gained experience within one of the corporate estate agencies, but did not enjoy the working environment so gained a degree and joined our team in 2011. He has progressed rapidly at HN and is now the Office Supervisor within our HQ. He offers honesty and total support.

  • Stacey Folkard Account Manager

    Stacey joined us after gaining experience within the property auction sector and immediately impressed with her customer service skills. Ensuring she adapts to every client and their expectations, Stacey is a highly regarded A/C having agreed sales on over 300 properties in 12 months

  • Lois Gocking Account Manager

    Lois gained experience by working for a corporate local agent, and joined our team in April 2013. Having an ultra friendly nature, she offers total understanding and suits our approach to customer service. From a standing start Lois has agreed over 180 sales and gained fantastic testimonials.

  • Sian Maydon Account Manager

    Sian joined us straight out of Univerisity having passed her degree. Sian has a passion for the property market with family in the same field and has quickly moved through the ranks into a superb account manager. Her attention to detail and willingness to help suit the HN strategy perfectly.


Communication from one person

When you appoint us to sell your home you are selecting an estate agent that views communication as the most important aspect of the entire sales process. It is essential that the agent is available through a variety of methods not only for the seller, but just as important the viewer that turns into your buyer. Your Account Manager will be responsible for the viewings, feedback, offers and sale progression, through to completion day.

Qualified and Experienced staff can make the difference

Our agents are senior members of staff and are all qualified and approved by the National Association of Estate Agents. There objective is to support you with weekly marketing statistics based on your specific property to ensure you are priced correctly, give advice when requested, and to be active daily on your account when the offer is made.

Contact with your agent

You have access to your agent through a direct dial telephone number and we also supply you with an internal messenger system that enables you to interact with us. Each message is responded to same day, with the guarantee that we have received it. Email can be unreliable in terms of spam and junk filters and this system is an excellent tool geared to raising the standards in communication. If you ever have any concerns or need advice, your account manager is simply a telephone call away.

Responsibility and trust

Having a single contact in our opinion is vital, as it ensures the person working for you understands every aspect of the marketing, offer and sale. If you use an estate agent that passes you through to a department at each stage, you will be exposed to different staffing abilities and work ethics. Our account manager is responsible for the general performance, offer negotiation, buyer checks and sales progression through to completion day, as a result you are guaranteed the same high quality service at all times.

Live Chat Access

Another tool we find to be extremely useful is our live chat facility. This is open for anyone visiting the website, and ensures that a client or a possible purchaser can chat online with us. It can be difficult to use the telephone at work sometimes, so being able to chat online is easy and flexible. The facility is open late at night and gives people who are unavailable during the day the ability to speak to us.

Viewer lead processing

It is clear from our own research that buyers want immediate action in terms of booking viewings - around 40% of our viewing requests are booked online from rightmove.co.uk rather than on the telephone, this means it is essential that the estate agent responds very quickly to these important leads. To ensure we deal with this requirement to the best of our ability, we have developed our own software program that is scheduled to visit rightmove's server every 15 minutes - this software grabs the enquiry lead and publishes the viewing request direct into our own system - this means we will deal with each request within a 15 minute period as a worse case scenario - in many instances due to the timing it can be actioned within a few minutes. This solves issues such as lost emails and administration time delays and guarantees that by instructing us, you are ensuring a great service for every viewer. Your account manager will oversee all enquiries generated by all property portals.

Client statistic reports

We believe in being pro-active and transparent with the information we can provide our clients. As a result, your account manager will send a weekly rightmove client report detailing important data that will indicate how realistic the marketing price is - it shows how many hits the property is achieving on rightmove but more importantly the number of times the full details have been displayed. We include a summary of the performance with helpful comments and any suggestions (if needed). This ensures our clients are constantly updated with vital information - every week.