ESTAS - Customer Review Solution for Property Professionals
ESTAS - Customer Review Solution for Property Professionals
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The ESTAS Customer review platform powers The ESTAS Customer Service Awards ...

...We therefore have some simple rules for generating customer reviews. Please read below the section which is relevant to your business.

Agents - Conditions of eligibility for the awards

  1. The awards are open to all estate & letting agents in the British Isles with a single office or multiple offices. Self-employed, associate agents or online agencies are also eligible.
  2. Agency firms who wish to be considered for the ESTAS Awards each October must have an active (not cancelled) subscription at the time of the awards.
  3. Agents operating in a specific geographical area will be eligible for the postcode, county and regional categories.
  4. Agency firms are responsible for ensuring that all data pertaining to the firm on their ESTAS dashboard(s) is relevant and correct.

Conditions for Agent Reviews

  1. For the Best Estate Agent category, all sellers & buyers who have completed on a sale within the current calendar year (January to December) can submit a review (where there is more than one client involved in the transaction a review can be completed by each client).
  2. For the Best Letting Agent (rated by landlords) all landlords who the agent worked for within the calendar year can submit a review (1 review per property).
  3. For the Best Letting Agent (rated by tenants) all tenants who have rented for a minimum 2 month period within the calendar year can submit a review (for HMO’s multiple tenants can leave a review).
  4. New property developers can complete 1 seller review for each property sold by the agent in the calendar year.
  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 must not influence the client when they are completing a review. If we are informed by clients that an agent is offering an incentive for an ‘excellent’, ‘amazing’ or ‘5 star review’ then that agent could be subject to disqualification.
  15. The review window for the annual awards runs from 1st March to 28th February for transactions completed in the calendar year (January to December). Clients have until the following February to complete the review. Reviews must be completed and received by 12 midnight on 28th February each year.

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 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 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 offices, is based on the final score from the top 21 offices. 

ESTAS Algorithm applied for the Awards

The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription. The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the 12 month review period.
For the awards customers who have completed a transaction within the current calendar year (January to December) may complete an ESTAS review.

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

Awards & Winners Information

Attendance at the awards ceremony is completely optional and has no impact on the final results. If you win an award and attend the ceremony, your Winners’ Pack is included at no additional cost. This pack includes your trophy or trophies. If you are unable to attend the ceremony, your trophy or trophies will be sent to you by courier, and your marketing pack will be emailed to you. In this case, a Winners’ Pack fee of £299 + VAT will apply. This fee is per trophy and may increase depending on the number of trophies won. An invoice will be issued accordingly.

Our annual shortlist is announced in April/May. If you are shortlisted, you may choose to be removed from the awards, or remain in the awards and be announced as a winner without purchasing or receiving a Winners’ Pack.

If you wish to select either of these options, please let us know in writing by 1st June (before the awards in October). If we do not hear from you by this date, you will automatically remain included in the awards under the standard terms.

 

Mortgage Brokers - Conditions of eligibility for the awards

  1. The awards are open to all independent mortgage advisers & mortgage broker firms in the UK.
  2. Brokers who wish to be considered for the ESTAS awards each October must have an active (not cancelled) subscription at the time of the awards.
  3. Brokers operating in a specific geographical area will be eligible for the postcode, county and regional categories.
  4. Firms operating nationally will be eligible for the National Mortgage Broker Category.
  5. Brokers are responsible for ensuring that all data pertaining to the company on their ESTAS dashboard(s) is relevant and correct

Conditions of Mortgage Broker Reviews

  1. Only clients you have completed a successful mortgage application within the current calendar year (January to December) may submit a review.
  2. Clients may only submit 1 review for each successful mortgage application. (where there is more than one client name on the application a review can be completed by each client).
  1. Successful remortgage applications and equity release transactions are eligible for reviews.
  2. Members of staff AND ex-staff of an adviser/broker may not submit a review for the same adviser/broker.
  3. 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.
  4. 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.
  5. Reviews must be completed by the client NOT by the agent on their behalf – there is no exception to this rule.
  6. Clients must not be influenced by the broker before or whilst completing the review.
  7. Reviews may NOT be completed over the phone by brokers on behalf of clients.
  8. Broker devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  9. Members of staff AND ex-staff of a broker may NOT complete a review on behalf of a broker firm.
  10. Any family member or relative of broker staff (including spouse/partner) are not allowed to complete a review on behalf of the broker that the relative works for.
  11. New members of staff (who have accepted a position at the broker but not yet started) who are a client of the broker may NOT complete a review.
  12. Reviews completed without valid contact details may be deleted.
  13. Brokers must not influence the client when they are completing a review. If we are informed by clients that a broker is offering an incentive for an ‘excellent’, ‘amazing’ or ‘5 star review’ then that broker could be subject to disqualification.
  14. The review window for the annual awards runs from 1st March to 28th February for transactions completed in the calendar year (January to December). Clients have until the following February to complete the review. Reviews must be completed and received by 12 midnight on 28th February each year.

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.

ESTAS Algorithm applied for the Awards

The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription. The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the 12 month review period.
For the awards customers who have completed a transaction within the current calendar year (January to December) may complete an ESTAS review.

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

Awards & Winners Information

Attendance at the awards ceremony is completely optional and has no impact on the final results. If you win an award and attend the ceremony, your Winners’ Pack is included at no additional cost. This pack includes your trophy or trophies. If you are unable to attend the ceremony, your trophy or trophies will be sent to you by courier, and your marketing pack will be emailed to you. In this case, a Winners’ Pack fee of £299 + VAT will apply. This fee is per trophy and may increase depending on the number of trophies won. An invoice will be issued accordingly.

Our annual shortlist is announced in April/May. If you are shortlisted, you may choose to be removed from the awards, or remain in the awards and be announced as a winner without purchasing or receiving a Winners’ Pack.

If you wish to select either of these options, please let us know in writing by 1st June (before the awards in October). If we do not hear from you by this date, you will automatically remain included in the awards under the standard terms.

Conveyancers - Conditions of eligibility for the awards

  1. The Awards are open to all conveyancing firms in the UK.
  2. Conveyancing firms who wish to be considered for the ESTAS Awards each October must have an active (not cancelled) subscription at the time of the awards.
  3. Conveyancers operating in a specific geographical area will be eligible for the postcode, county and regional categories.
  4. Firms with 2 to 5 branches will be eligible for the Best Local Group (min. entry 2 branches)
  5. Firms with 6 to 20 branches will be eligible for the Best Regional Group (min. entry 6 branches)
  6. Firms who offer a national service will be eligible for the National Conveyancer Category.
  7. Conveyancing firms are responsible for ensuring that all data pertaining to the firm on their ESTAS dashboard(s) is relevant and correct.

Conditions for Completing Reviews

  1. All clients you have completed the conveyancing for a residential sale, purchase, remortgage or equity release within the current calendar year (January to December) are eligible to submit a review. 
  2. Clients may only submit 1 review per transaction – once completion has been confirmed (where there is more than one client name on the application a review can be completed by each client).
  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 the client NOT by the conveyancer on their behalf – there is no exception to this rule.
  7. Clients must not be influenced by the conveyancer before or whilst completing the review.
  8. Reviews may NOT be completed over the phone by conveyancers on behalf of clients.
  9. Conveyancer devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  10. Members of staff AND ex-staff of a conveyancer may NOT complete a review on behalf of a conveyancer firm.
  11. Any family member or relative of conveyancer staff (including spouse/partner) are not allowed to complete a review on behalf of the conveyancer that the relative works for.
  12. New members of staff (who have accepted a position at the conveyancer but not yet started) who are a client of the conveyancer may NOT complete a review.
  13. Conveyancers must not influence the client when they are completing a review. If we are informed by clients that a broker is offering an incentive for an ‘excellent’, ‘amazing’ or ‘5 star review’ then that conveyancer could be subject to disqualification.
  14. The review window for the annual awards runs from 1st March to 28th February for transactions completed in the calendar year (January to December). Clients have until the following February to complete the review. Reviews must be completed and received by 12 midnight on 28th February each year.

Conveyancer 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.

ESTAS Algorithm applied for the Awards

The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription. The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the 12 month review period.
For the awards customers who have completed a transaction within the current calendar year (January to December) may complete an ESTAS review.

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

 Awards & Winners Information

Attendance at the awards ceremony is completely optional and has no impact on the final results. If you win an award and attend the ceremony, your Winners’ Pack is included at no additional cost. This pack includes your trophy or trophies. If you are unable to attend the ceremony, your trophy or trophies will be sent to you by courier, and your marketing pack will be emailed to you. In this case, a Winners’ Pack fee of £299 + VAT will apply. This fee is per trophy and may increase depending on the number of trophies won. An invoice will be issued accordingly.

Our annual shortlist is announced in April/May. If you are shortlisted, you may choose to be removed from the awards, or remain in the awards and be announced as a winner without purchasing or receiving a Winners’ Pack.

If you wish to select either of these options, please let us know in writing by 1st June (before the awards in October). If we do not hear from you by this date, you will automatically remain included in the awards under the standard terms.

Suppliers - Conditions of eligibility for the awards

  1. Suppliers who wish to participate in the Supplier Awards must have residential property listed as one of their core business sectors.
  2. Supplier firms who wish to be considered for The ESTAS Awards each October must have an active (not cancelled) subscription at the time of the awards.
  3. Supplier firms are responsible for ensuring that all data pertaining to the firm on their ESTAS dashboard(s) is relevant and correct.
  4. Suppliers must receive a minimum of 15 reviews completed to be eligible for the shortlist phase.

  5. Only clients who work directly with the supplier firm may submit a review.
  6. Telephone votes are not permitted.
  7. Supplier devices (computers, tablets or phones) CANNOT be used to submit a review by a client.
  8. Members of staff from a supplier firm taking part in the competition, who use the same supplier services, cannot submit a review.
  9. A review audit will take place after voting has closed.
  10. During the review audit spot checks on voters will be made. If contact details are not valid a firm may be disqualified.
  11. Suppliers must not influence the client when they are completing a review. If we are informed by clients that a broker is offering an incentive for an ‘excellent’, ‘amazing’ or ‘5 star review’ then that supplier could be subject to disqualification.
  12. The review window for the annual awards runs from 1st March to 28th February for transactions completed in the calendar year (January to December). Clients have until the following February to complete the review. Reviews must be completed and received by 12 midnight on 28th February each year.

ESTAS Algorithm applied for the Awards

The ESTAS algorithm tracks firms who consistently collate ESTAS reviews on a monthly basis from the start of their subscription. The final score for each agent, conveyancer, broker and supplier is calculated by looking at data for the 12 month review period.
For the awards customers who have completed a transaction within the current calendar year (January to December) may complete an ESTAS review.

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

Awards & Winners’ Information

Attendance at the awards ceremony is completely optional and has no impact on the final results. If you win an award and attend the ceremony, your Winners’ Pack is included at no additional cost. This pack includes your trophy or trophies. If you are unable to attend the ceremony, your trophy or trophies will be sent to you by courier, and your marketing pack will be emailed to you. In this case, a Winners’ Pack fee of £299 + VAT will apply. This fee is per trophy and may increase depending on the number of trophies won. An invoice will be issued accordingly.

Our annual shortlist is announced in April/May. If you are shortlisted, you may choose to be removed from the awards, or remain in the awards and be announced as a winner without purchasing or receiving a Winners’ Pack.

If you wish to select either of these options, please let us know in writing by 1st June (before the awards in October). If we do not hear from you by this date, you will automatically remain included in the awards under the standard terms.

These are the minimum number of reviews that need to be on your ESTAS dashboard for that specific award year when the review window closes, this occurs at midnight on 28th February each year.
Please ensure that you read and understand the full rules of the competition in the relevant section above for your category to ensure that your reviews sit within the requirements.

Agents – Sales (rated by Sellers & Buyers) – minimum of 15 reviews (combined)

Agents – Lettings (rated by Landlords) – minimum of 15 reviews

Agents – Lettings (rated by Tenants) – minimum of 15 reviews

National Online Agents – Sales, Lettings (rated by Landlords), Lettings (rated by Tenants) – minimum of 50 reviews in each category

Conveyancers local/regional firms – minimum of 15 reviews

Conveyancers national firms – minimum of 50 reviews

Mortgage Advisers regional firms – minimum of 15 reviews

Mortgage Advisers national firms – minimum of 50 reviews

Suppliers – minimum of 15 reviews

 

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