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High Street agencies deliver best customer service insists expanding firm

A major regional estate agency is expanding with another physical office because it says the traditional High Street business model delivers the best customer service. 

South Cumbria and North Lancashire based agency Hackney & Leigh is opening a new High Street office in Keswick.

This is the eighth office for the family-run firm which was founded in 1982, and specialises in selling and letting homes throughout the Lake District and surrounding areas. 


The new Keswick office manager, Nick Elgey, says: “Despite the changes in recent years which has seen some estate agents choose to operate different models, we strongly believe that providing a local High Street office, with knowledgeable and friendly staff allows us to deliver the highest levels of customer service”.

The past 12 months have been busy for the firm, including the expansion of its office in Kendal, which now has twice the street frontage of before.

  • Andrew Stanton CEO Proptech-PR    Proptech Real Estate Influencer

    Well done to this company for opening another office, and maybe it is time to consider that all agents are really the same, based on the same broad model. Online agents are the same as Hackney & Leigh, they just have no offices, agents who use hubs, share a physical space, hybrids trade from their cars, hotel foyers, coffee shops and their bedrooms, and many agents trade inside a brick shell on the high street. And the property professionals are self-employed, employed or in the gig economy.

    Where the difference is going to come, is what camp - tech wise - agents group themselves in, moving through the 2020's. Non-engagement or tokenism, will eat profits, whilst early adopters may pay heavily for tech that fails to give a ROI.

    But, for sure what the future client will be seeking out is service, and tech will enhance that offering of service, with automated processes. Allowing those agents who invest - to evolve and profit.

    If a new office on the high street is your vision, great, but, if you are relying on doing business as usual, and the competition is more tech savvy, they may well be eating your lunch sooner rather than later.


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