Because the ESTAS Customer Review Platform powers The ESTAS Customer Service Awards - we have some simple rules for generating customer reviews. Please read below the section which is relevant to your business.

Conditions of Agent Sign Up

  1. SIGN UP is open to all estate & letting agents in the British Isles with a single office or multiple offices.
  2. Agency firms who wish to be considered for the 2021 Awards must have been trading on or before 31st January 2020.
  3. Agency firms who wish to be considered for the 2021 Awards must sign up between 1st Jan 2020 and 31st Dec 2020.
  4. New offices of agency firms must be open and trading on or before 1st October 2020 under the same brand name.
  5. Online agents must prove they have national coverage to enter the National Online Agent category only – please contact us for more information.
  6. To be eligible for the 2021 ESTAS Awards agents must be signed up by 31st December 2020.
  7. The window for reviews for the 2021 Awards closes on 31st January 2021.

Conditions for Agent Reviews

  1. For the Best Estate Agent category, all sellers & buyers who have completed on a sale during 2020 can submit a review (1 per transaction).
  2. For the Best Letting Agent (rated by landlords) all landlords who the agent worked for in 2020 can submit a review (1 per property portfolio).
  3. For the Best Letting Agent (rated by tenants) all tenants who have rented for a minimum 2 month period in 2020 can submit a review.
  4. New property developers should complete only ONE seller review rating the agent’s service across all the properties sold in 2020.
  5. Sellers and buyers of properties sold at auction may submit a review.
  6. Reviews must be completed by the client NOT by the agent on their behalf - there is no exception to this rule.
  7. Clients must not be influenced by the agent before or whilst completing the review.
  8. Reviews may NOT be completed over the phone by agents on behalf of clients.
  9. Agent devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  10. Members of staff AND ex-staff of an agency may not complete a review as sellers, buyers, landlords or a tenant of their own agency or another branch of that agency.
  11. Any family member or relative of agency staff (including spouse/partner) are not allowed to complete a review on behalf of the agency that the relative works for.
  12. New members of staff (who have accepted a position at the agency but not yet started) who are a client of the agency may NOT complete a review.
  13. Reviews completed without valid contact details will be deleted.
  14. Agents may offer their own incentive to clients to complete a review.
  15. HOWEVER, the incentive cannot be related to the score to be given by the client.
  16. Agents must not influence the client in anyway on how their service is rated ie. they should not ask the client to give them an ‘amazing’ or ‘excellent’ review. If we are informed by clients that an agent is asking for or offering an incentive for ‘excellent’ or 'amazing' reviews that agent will be disqualified.
  17. Reviews must be completed and received by 12 midnight on 31st January 2021.

Agent Scoring

  1. Agents taking part in the SALES (rated by Sellers and Buyers) category must have a minimum of 15 reviews completed to be eligible for the shortlisted stage of the competition.
  2. Agents taking part in the LETTINGS (rated by Landlords) category must have a minimum of 15 reviews completed to be eligible for the shortlisted stage of the competition.
  3. Agents taking part in the LETTINGS (rated by Tenants) category must have a minimum of 15 reviews completed to be eligible for the shortlisted stage of the competition.
  4. Scores for each office are based on an average score basis. Final scores are weighted according to the number of reviews completed.
  5. Score for the Best Local Chain category (2-5 offices), minimum entry 2 high street offices, is based on final scores from the top 2 offices.
  6. Score for the Best Regional Chain category (6-20 offices), minimum entry 6 high street offices, is based on the final score from the top 6 offices.
  7. Score for the Best National Chain category (21+ offices), minimum entry 21 high street offices, is based on the final score from the top 21 offices. 

The ESTAS Group Ltd reserve the right to disqualify any agent who does not abide by the above rules.

NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however, if you do win an award and are not at the ceremony to collect your trophy an administration charge of £299 + vat (per trophy) will apply to obtain your award/trophy and the winners marketing pack.

Conditions of Mortgage Broker Sign Up

  1. All independent mortgage advisers & mortgage broker firms in the UK can enter.
  2. Advisers and broker firms who wish to be considered for the 2021 awards must have been trading on or before 31st January 2020.
  3. Advisers and broker firms who wish to be considered for the 2021 awards must sign up between 1st Jan 2020 and 31st Dec 2020.
  4. Firms operating in a specific geographical area can enter the Regional Mortgage Broker Category.
  5. Firms operating nationally can enter the National Mortgage Broker Category.
  6. To be eligible for the 2021 ESTAS Awards brokers must be signed up by 31st December 2020.
  7. The window for reviews for the 2021 Awards closes on 31st January 2021.

Conditions of Mortgage Broker Reviews

  1. Only clients you have completed a successful mortgage application for in 2020 may submit a review.
  2. Clients may only submit 1 review for each successful mortgage application.
  3. Members of staff AND ex-staff of an adviser/broker may not submit a review for the same adviser/broker.
  4. New members of staff (who have accepted a position at the adviser/broker but not yet started) who are a client of the adviser/broker may NOT submit a review.
  5. Immediate relatives of adviser/broker staff (spouse, partner, parents or children) are not allowed to complete a review on behalf of the adviser/broker that the relative works for.
  6. Reviews must be completed and received by midnight on 31st January 2021.
  7. Reviews must be completed by the client NOT by the adviser/broker on their behalf.
  8. Clients must not be influenced by the adviser/broker while completing their review.
  9. Reviews may NOT be completed over the phone by adviser/brokers on behalf of clients.
  10. Advisers/brokers devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  11. Reviews completed without valid contact details may be deleted.


Broker Scoring

  1. Regional Adviser/Broker firms taking part must have a minimum of 15 reviews completed by clients.
  2. National Adviser/Broker firms taking part must have a minimum of 50 reviews completed by clients.
  3. The FINAL SCORE for each adviser/broker will be calculated by taking the Average % Score and weighting this by the % Bonus achieved – determined by the total reviews received.


The ESTAS Group Ltd reserve the right to disqualify any adviser/broker who does not abide by the above rules.

  1. Only suppliers who’s core business is working for the residential property industry may enter the competition.
  2. Suppliers must have been trading on or before 31st January 2020.
  3. To be eligible for the 2021 ESTAS Awards suppliers must be signed up by 31st December 2020.
  4. The window for reviews for the 2021 Awards closes on 31st January 2021.
  5. Only firms (agents, conveyancers, brokers) who have worked with the supplier for a minimum of 2 months in 2020 can submit a review.
  6. Firms (agents, conveyancers, brokers) may only submit 1 review vote (One review per branch).
  7. Suppliers must receive a minimum of 50 reviews completed to be eligible for the shortlist phase.
  8. Telephone votes are not permitted.
  9. Supplier devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  10. Members of staff from a supplier firm taking part in the competition, who use the same supplier services, cannot submit a review.
  11. A review audit will take place after voting has closed.
  12. During the review audit spot checks on voters will be made. If contact details are not valid a firm may be disqualified.
  13. The ESTAS Group Ltd reserve the right to disqualify any supplier who does not abide by the above rules.

Annual ESTAS Awards Friday 11th June 2021

  1. To be eligible for the 2021 ESTAS Awards conveyancers must be signed up by 31st December 2020.
  2. The window for reviews for the 2021 Awards closes on 31st January 2021.

Conditions of Sign Up

  1. All conveyancing firms in the UK can enter.
  2. Firms who wish to enter must have been trading on or before 1st January 2020.
  3. Firms/branches operating in a specific geographical area can enter the Regional Conveyancer Category.
  4. Firms with 2 to 5 branches can choose to enter the Best Local Group (min. entry 2 branches)
  5. Firms with 6 to 20 branches can choose to enter the Best Regional Group (min. entry 6 branches)
  6. Firms who offer a national service can enter the National Conveyancer Category.

Conditions for Completing Reviews

  1. All clients you have completed the conveyancing for a residential sale, purchase, remortgage or equity release from 1st September 2019 up to 31st December 2020 are eligible to submit a review. 
  2. Clients may only submit 1 review per transaction - once completion has been confirmed.
  3. Members of staff AND ex staff may not complete a review for the same firm.
  4. New members of staff (who have accepted a position at the firm but not yet started) who are a client of the firm may NOT submit a review.
  5. Immediate relatives of staff (spouse, partner, parents or children) are not allowed to complete a review of behalf of the firm that the relative works for.
  6. Reviews must be completed by 31st January 2021 by 12 midnight. 
  7. Reviews are CONFIDENTIAL and therefore must be completed by the client NOT by a staff member at the conveyancing firm on their behalf.
  8. Clients must not be influenced by the conveyancing firm while completing the review.
  9. Reviews may not be completed over the phone by staff on behalf of clients.
  10. Reviews cannot be completed by clients in branch (our voting system tracks IP addresses).
  11. Reviews completed without valid contact details may be deleted.

Scoring

  1. Local/regional firms taking part must have a minimum of 15 reviews completed by clients for each branch taking part. 
  2. National firms taking part must have a minimum of 50 reviews completed by clients.
  3. The FINAL SCORE for each firm will be calculated by taking the Average % Score and weighting this by the % Bonus achieved – determined by the total votes received.
  4. The ESTAS Group Ltd reserve the right to disqualify any conveyancer who does not abide by the above rules.

The vote audit process will apply to agents, suppliers, advisers & conveyancers as follows:-

  1. Each firm taking part must inform us of any duplicate reviews or rogue reviews (names that are not recognisable as one of your clients). 
  2. Random auditing will take place throughout the competition and during February 2021.
  3. Any reviews without a valid phone number will be deleted.
  4. If phone numbers are unobtainable or related to the firm in question you will be disqualified.
  5. Company devices (computers, tablets or phones) CANNOT be used to submit a review by a client.

The score formula for agents, suppliers, advisers & conveyancers will be as follows:-

  • The FINAL SCORE for each firm will be calculated by taking the Average % Score and weighting this by the % Bonus achieved – determined by the total reviews received. A % bonus will be added for every review completed over the minimum votes required for a particular category. 
  • The Average % Score is the score which can be viewed by each firm on their secure login area via our website. This score is calculated from the reviews each client gives when completing the survey. The % Bonus is added after the review audit period and this will determine the FINAL SCORE for each firm. 
  • NB. If you are unable to attend the awards ceremony this will NOT impact on the results, however if you do win an award and are not at the ceremony to collect your trophy an administration charge of £299 + vat (per trophy) will apply to obtain your award/trophy and the winners marketing pack. 

The ESTAS Group Ltd reserve the right to disqualify any agent/mortgage adviser/conveyancer/supplier who does not abide by the above rules.




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