GOLD - Best UK Single Office Lettings Agency

There was no doubt in the judging panel's mind that MyLondonHome should be crowned winner of the UK Single Office award 2012. From its bespoke IT property maintenance system, HelpSpot, which allows real-time reporting, to its extensive inventory process, which checks properties pre, post and even during a tenancy, this firm oozes lettings agency excellence. MyLondonHome ensures that everything it does is in the interest of its landlord clients. The firm believes that keeping tenants happy is instrumental in helping it do this, which is why it never fails to go that extra mile in delivering great customer service. Judges were particularly bowled over by the efforts of managing director, Steven Herd, in dealing with a tenant who had applied for a Houses in Multiple Occupation license for a property owned by one of his clients. Not only did Herd persuade his client's bank not to withdraw his mortgage on the property, but he negotiated an arrangement whereby the client was allowed to pursue their HMO plan with the consent of the client, retaining both parties in the process - a prime example of why this firm is fully deserving of this prestigious accolade.

Judges loved MyLondonHome's training ethic, based on staff profiling, which has helped it build a dedicated lettings team focused on landlord client and tenant care. An in-house maintenance team and bespoke IT system enable the agency to respond to issues in a highly-efficient manner, maintaining customer service levels. The numbers speak for themselves, with the firm having retained 99% of its landlord clients for the second consecutive year. Features of the London agency's service include daily rental payments and same day check-outs. New business is won with the help of a new business manager and online and radio promotion. Judges commended the business for being incredibly well-focused, profitable and innovative in its approach to the lettings business in a highly-competitive market.

GOLD - Best Technology & Online

Judges were overwhelmed with examples of IT excellence at this London agency, but the one that stood out was its bespoke help desk software system, HelpSpot. Email queries are categorised according to the issues involved as they are received in the agency's inbox. Staff can monitor the status of registered issues in real-time and identify any outstanding issues that need addressing. The agency's phones are linked to the system. Ipads are used for valuations and live chat on its website. In all, judges agreed that MyLondonHome's IT innovation made them worthy winners of the gold award.

SHORTLISTED - Best Property Management Agency
(201-500 properties)

BRONZE - Best Customer Service 2011

The clue is in the name of this agency and they really take their local knowledge seriously. From the start, tenants and landlords are left in no doubt as to the expertise and dedication of all the team. The welcome pack for new tenants is excellent with well thought out information and perfect for those who are new to London. New tenants are also given personal guided tours of their new location should they need one whereby they can find local stations, supermarkets as well as recommendations for their social life! All the team are originally from customer service backgrounds rather than traditional lettings which shows and the business has been allowed to grow organically from scratch with no investors or bank loans.

BRONZE - Best Technology & Online 2011

Founded in 2002 this firm could give most lettings firms in London a run for their money with its technical know-how and execution. It uses 'Live Chat' with clients and prospective tenants, deploys microsites for buildings and developments, has its own iPhone app and an efficient electronic telephone system. Its clever usage of the portals shows a staggering ROI and the idea to upload the tube station logos with each property ensure their ads are eye catching and informative whilst providing an important search option. Simple and effective use of technology has helped propel this firm to the top of the leader board and we should expect to see more of them as they build their empire from Parliament Square.

SHORTLISTED - Best Property Management

SHORTLISTED - Best Single Office London Lettings Agency