Archive

An estate agency has apologised after a bogus employee posted offensive comments about Prince Philip on a newly-created fake Facebook account. This...

The ESTAS Group has named a new headline sponsor for its 2021 Forum and Awards, taking over from Zoopla with immediate effect. It’s...

The Competition and Markets Authority says it has pushed Facebook into taking new action to combat fake reviews - an issue...

Yopa has instructed two companies to help with its brand building as it battles with other major online players. It’s appointed M.i. Media...

Some 30 tax documents have been released by HM Treasury this afternoon - a mix of responses to past consultations, proposals...

Later this year, on October 22, the ESTAS 2021 will take place in London. The glittering ceremony will welcome property professionals...

Over the last year, the majority of the UK workforce will have spent some time working from home as a result...

A panel of estate agents recently participated in a webinar to discuss the benefits of livestream open house viewings. The webinar, part...

The Federation of Independent Agents has released details of the entry criteria for agencies interested in joining the growing group. “We’re already...

An agent working for a Countrywide brand in Lancashire has been given a suspended jail sentence after being found guilty of...

Reservation Agreement specialist Gazeal is to sponsor the Estate Agent categories at The ESTAS later this year. Gazeal chief executive Bryan Mansell...

A huge number of additional transactions completing in the next few weeks due to the stamp duty holiday provides estate agents...

The impact of the Covid-19 pandemic and shifting tenant requirements are reinforcing the need for good broadband in the rental market...

Scams are rife in the quick house buying sector with many companies seeking to take advantage of sellers in desperate situations. That’s...

The biggest awards in the residential property sector, The ESTAS, has confirmed an autumn date for its main 2021 event.  Traditionally the...

Purplebricks has been rated as only the 10th best online agency in the country in a controversial new league table. The list...

Purplebricks - which for some years has been the focus of controversies over reviews - has been given a prestigious award...

The president of the Royal Institution of Chartered Surveyors insists that the organisation is acting on recommendations of a probe into...

The Daily Mail has mocked housing minister Chris Pincher for advising people to going £174-a-bottle champagne while awaiting the rollout of...

Following a turbulent 2020 in which the property market and the professionals working within it excelled in the face of unprecedented...

Agents and property experts have reacted angrily to the government's refusal to extend the stamp duty holiday. The government has told campaigners that...

One of the oldest portals in the UK, Mouseprice, has been bought by a service which describes itself as the country’s...

Purplebricks founder Michael Bruce has batted away a stinging attack on him made by allAgents, a review website. allAgents has set up...

Today sees the government’s Spending Review, with Chancellor Rishi Sunak taking centre stage as he presents a 12 month spending plan to...

It’s no secret that the recent pandemic has forced more businesses to operate remotely, but the shift for estate agents has...

The customer service performance of conveyancers has improved in recent months according to the ESTAS review platform.  The long-standing and sometimes-heated debate...

Kate Cox, Moneypenny's chief marketing officer, provides agents with an in-depth guide on lead capture. Alongside uncovering the importance of lead capture...

The 2021 ESTAS Customer Service Awards are to be held on Friday June 11. For the first time the awards will host...

The national lockdown beginning on Thursday makes the case for an extension to the stamp duty holiday, according to a tax...

The ESTAS awards service and the Agents Together foundation are entering into a partnership. That means all ESTAS customer agents will be...

Here is a quick read focusing on 5 things you can check your business is doing while on your tea break....

It’s a given these days that your business needs to be on social media. Consumers spend a large portion of their...

One of the latest 10 agents joining the still-to-launch Boomin portal says it could be the go-to website for all property...

Boomin, the new portal being set up by the founders of Purplebricks, is holding a series of confidential webinars next week...

Two agencies have entered the debate on whether the current frenzied housing market is seeing delays in completions. Yesterday EAT reported that...

Despite the recent effects of the Covid-19 pandemic, there is still much opportunity in the market for letting agents to grow...

A new customer service award category at The ESTAS will see agency networks competing against each other for the first time.  Networks...

The ESTAS, which is fast establishing itself as a review platform as well as an awards network, has signed up the...

One of the most experienced British estate agents says the new portal Boomin - expected to launch next month, October -...

A new website aims to be the go-to service for agents who want reviews to help them assess the usefulness of...

Reviews and awards platform ESTAS has announced that it’s now the preferred partner of the Guild of Property Professionals.  “Over the past...

The debate over whether For Sale boards remain a valuable source of publicity has been in the headlines of late -...

With three months of lockdown behind us, commission income is vital, and sales progression is more important than ever. Emma Vigus, Managing...

A hybrid agency which set a target of rivalling Purplebricks when it launched has announced a recruitment drive and expansion in...

Arguments over the alleged gaming of reviews by and for some estate agencies have waged ferociously in recent years, and now...

Dominic Cummings has been at worst a cause of huge anger to a nation that’s already extremely anxious. At best, he’s been...

The Competition and Markets Authority has launched an investigation into fake and misleading online reviews. The announcement from the watchdog does not...

It’s been revealed that the home moving advice service set up by Phil Spencer is entering a collaboration with awards and...

Who are you? I’m Craig Fenner, a Customer Success Director at Feefo.  I work directly with Feefo’s Enterprise clients to ensure they...

Over the past few weeks, estate agents have been forced to close high street branches and adapt to working from home,...

The Federation of Independent Agents and the ESTAS review and awards platform have formed what they call “a key partnership.” The FIA...

Kerfuffle is the first property-related review site in the world to offer agents the ability to post video reviews on supplier...

Three more agencies have signed up to the ESTAS customer review platform. The arrival of Newton Fallowell, Lovelle and Goodchilds - all...

An estate agency has been targeted by scammers who leave fake reviews if they haven’t been given a pay-off. Minors & Brady...

Due to the current Coronavirus pandemic, we are all being told to stay at home as much as possible to contain...

The ESTAS has launched a new tool which it says will help agents get in pole position for when the market...

We all know how stressful buying a home is, whether it’s your very first step onto the ladder or your final...

Hello and as it’s Monday it’s PJT Day - and there are plenty of people moving jobs in our industry even...

There’s been another shortlist announced for The ESTAS 2020 - this time for the best suppliers to the estate and letting...

The landscape of the estate agency market in the UK is evolving to reflect changes in the way we live our...

The war of words between estate agency review website allAgents and consumer review service Trustpilot continues apace. Trustpilot has hit back, describing allAgents’...

The estate agency review site allAgents claims some of Trustpilot’s reviews “could be dubious.”  A statement from allAgents repeats an allegation made last...

Purplebricks has won a ‘trusted service’ award - described as “an independent seal of excellence that recognises businesses for delivering exceptional experiences,...

Winkworth says it’s achieved a big jump in London sales market share despite “an uncertain and difficult year that was dominated...

There have been two developments on the controversial subject of online reviews. One concerns the online agency Emoov, which three months ago...

It’s one of the most crucial aspects of the homebuying and selling process but is too often bogged down by frustrating...

The ESTAS, the national customer service awards recognising the best agents, brokers and suppliers, closes for entry at the end of...

The dispute between controversial online estate agency Emoov and the Advertising Standards Authority is rumbling on.  In the first half of November...

An online estate agency which last week claimed it had resolved a dispute over reviews it showed on its website is...

Fledgling online estate agency Emoov - now owned by PropTech firm Mashroom - has removed reviews and endorsements from its website...

ESTAS, the national customer service award scheme which recognises estate and letting agents,  conveyancers and mortgage advisors, has now fully launched...

When renting a property out, letting agents and landlords recognise that it is important to take a deposit from the tenant...

It never rains but it pours. And that’s certainly been the case for the online estate agency sector in the last...

Savills, Knight Frank, Cushman & Wakefield and JLL are the main estate agencies now working with a review website allowing buyers...

The tech publication WIRED has conducted an in-depth analysis of Purplebricks’ reviews on the Trustpilot site and suggests the agency may...

A former Local Property Expert and manager at Purplebricks has gone on record to reveal what it was really like to work...

A series of damning reviews about Purplebricks’ working environment, apparently written by existing and former staff, have appeared online. Indeed is a...

My experience in marketing over the last 10 years has been an interesting journey, however I don’t want to bore you...

A review website set up by a former estate agent says £1m of new funding will allow it to roll out...

New figures released to Estate Agent Today show that a net total of 284 agents’ offices closed down in 2018. This number -...

We’ve reached the final instalment of my market transformation do’s and don’ts.  In previous articles, we’ve looked at: Do encourage, don’t deter;...

With the Tenant Fee Ban obliterating a key income stream, letting agents should be looking at ways they can increase the...

The organisers of next week’s ESTAS Estate & Letting Agent Awards, the biggest and glitziest event on the industry calendar, have...

The new Federation of Independent Agents - scheduled to launch this week - has revealed a partnership with reviews platform Feefo. The...

Analysts at Berenberg Bank have sharply reduced their price target for Purplebricks by over 80 per cent from 470p to 80p, accusing...

A controversial online estate agency has gone into liquidation two years after describing High Street agents as “smug, suited slime-balls.” BetterMove, registered...

Controversial reviews service Trustpilot insists Purplebricks and Foxtons are not gaming its platform and accuses The Times of “misrepresenting” how it operates. Over...

This article was originally written for City AM in response to an article it published attacking letting agents. See more here.  A...

Purplebricks’ and Foxtons’ apparent success on Trustpilot have come under scrutiny in a Times newspaper analysis of the review platform. The Times’...

The founder and former chief executive of Emoov, Russell Quirk, is back in the headlines with a new but until now...

Here’s an unusual story, describing the work of one of Purplebricks’ Local Property Experts who was with the company for around...

The long-running stand off between website AllAgents and Purplebricks appears to be over, with the online agency being ‘readmitted’ by the...

The demand for rural properties is high, and with 20.7% of England’s population in countryside areas, estate agents have a large...

Chancellors says it has over 10,000 reviews on Trustpilot, making it the most reviewed High Street agency on the platform.  In a statement...

The two men behind a low-profile hybrid estate agency say their company is flourishing after two years in business, during which they...

An estate agent says he’s “bruised” by recent mysterious negative online reviews he has received - shortly after he posted positive...

The review website Trustpilot is to make it easier for the public to see whether companies have tried to stop complaints...

A review website has launched that describes itself as “a new and powerful research and marketing tool in the residential property...

Customer experience (CX) will largely determine the future of estate agency in the UK. This is now a key battleground for...

Purplebricks might have the last laugh - its biggest critic is ditching his High Street office and making his own agency online. Controversial...

When it comes to building online reputation, Google is king. It is estimated that over 90% of consumers Google a business before...

It’s safe to say that the majority of agents will be glad to see the end of the past two years....

The shortlist has been announced for the annual Guild of Property Professionals Awards to be held on January 17 in London.  The...

Another year is nearly done – and what an eventful year it’s been. We’ve had more than our fair share of breaking...

Over the past year I've had so many conversations with agents telling me how they feel that offering a premium customer...

At least some calls from potential customers to Emoov are being cut off and rival estate agents are now plundering the...

Not so long ago, the best estate agents were those who did the best work for their clients and therefore built...

The culture of impatience and instant gratification has a lot to answer for. It has forced the hand of the property...

Local business reviews are becoming increasingly important for reputation management, with recent research showing 90% of consumers read online reviews before...

More than half of home owners now use online reviews to choose their estate agent when putting their property on the...

A website claim by the London estate agency Moveli has been banned by the Advertising Standards Authority after a complaint from...

There’s been a huge vote of no-confidence in online reviews, often used for marketing by many online agencies and some traditional...

Fake news has become the popular catchphrase of a certain orange-tinted president in recent years. And everyone, from tech giants like...

Independent review website allAgents says its ultimate ambition is to be a serious rival to existing portals like OnTheMarket. Unveiling a new...

An OnTheMarket sales rep - who now no longer works for the company - wrote a critical review of an independent estate...

When Oakland A’s, a small-market team, stunned the baseball world 16 years ago by transforming itself into world-beaters on a shoestring-budget,...

Next week ludlowthompson celebrates its 25th anniversary. Here, I catch up with Stephen Ludlow, co-founder and now executive director of the...

It’s a highly competitive environment out there, where there's a constant and never-ending struggle that every agency manager, director or owner...

If you’re an estate agent and have a property that is difficult to sell or the homeowner simply needs a fast...

First things first, I have to mention the World Cup. The dream is over, football’s not quite coming home (not until...

“They think it’s all over ... it is now.” The refrain that haunts England fans returned last night, not in a good...

The dream goes on, and as England eases into the World Cup semi-finals, our agents’ reviews of their games continue -...

A survey shows only 18 per cent of vendors favour reviews over personal recommendations when it comes to choosing an estate...

What is the biggest challenge in estate agency today? At the risk of sounding flippant, selling houses! It’s a unique industry...

News media in Australia say Purplebricks is the subject of an investigation by a consumer watchdog in the province of Western...

We have the presidential seal of approval for our Agents Do Charity this week - well, sort of, but we don’t mean...

It’s not just Purplebricks that makes much of its apparently- favourable online reviews - now EweMove has issued a statement expressing...

As the process of making buying and selling more transparent continues to gather pace, the body that regulates conveyancers says it...

Emoov founder Russell Quirk says that in some cases social media might give a more accurate picture of an estate agency’s...

Review service allAgents has relaunched its property portal, saying it may become an agent-owned service and pledging to turn it into...

A BBC Radio 5 Live analysis of online reviews has reignited the argument about the glut of positive reviews for Purplebricks...

The long running spat between review website allAgents and hybrid agency Purplebricks reignited over the weekend following a Facebook post. A Purplebricks...

  An assessment of nine online agencies undertaken by a property website has seen Emoov come out on top after being analysed...

For many estate agents seeking to become entrepreneurs, the idea of starting their own business is undoubtedly daunting, especially when going...

Andrews Property Group has won the Feefo Trusted Service award, which the agency describes as “an independent seal of excellence that...

A survey by consumer body Which? suggests askng prices and agents' fees are the most significant factors considered by a vendor choosing an...

The Guild of Property Professionals has won a major award from reviews platform Feefo. The Feefo Gold Service award is described by...

The ESTAS Group has revealed the agencies, suppliers and other property companies shortlisted for its 2018 Estate & Letting Agent Awards. The...

In a show of changing consumer behaviour in the property market, new research has revealed that digital-savvy movers are favouring specialist...

The death of traditional TV – where viewers sit down together to watch shows at defined times – has been much...

PropTech has been the industry soundbite for the last couple of years. For many of my fellow agents, I think it’s one...

The Advertising Standards Authority has ruled on another complaint lodged about Purplebricks. Although the latest appears minor it adds to a lengthy list...

Controversial new Purplebricks advertisements on social media mock traditional estate agents who “twiddle their thumbs” in offices and claim the hybrid...

The Charter for Independent Estate and Letting Agents says Purplebricks is still not complying with a ruling made by the Advertising...

Pressure continues to mount on Purplebricks to reveal its sales data after a weekend during which claims about its effectiveness continued...

Outspoken buying agent Henry Pryor has set out 10 points that he claims many traditional agents overlook when they debate the...

Whisper it quietly, but there seems to be change in the air when it comes to agents recommending lawyers based on...

The ESTAS Group has announced that it now accepts Feefo reviews as part of its agency awards process.  The ESTAS Group’s Estate...

The ESTAS Group has announced record entries for its 2018 estate and letting agents awards.  The national award scheme - which recognises...

The war between AllAgents review website and Purplebricks has continued with the site naming the hybrid agency the “worst rated one...

The tit-for-tat slanging match between Purplebricks and review site AllAgents is continuing. Yesterday we reported a lengthy statement from Purplebricks explaining why...

Purplebricks has responded to the review website AllAgents which recently reinstated some disputed reviews - but there appears no threat of...

allAgents has today reinstated Purplebricks’ reviews on its site - this includes the majority of the negative reviews which have been...

allAgents, the review website in dispute with Purplebricks, says a “major announcement” is expected about its next step in the saga...

allAgents, the specialist review website which has had a bitter dispute with Purplebricks, has poured cold water on the hybrid agency’s...

Purplebricks is to work with respected review website Feefo - in addition to keeping its controversial existing link with Trustpilot which...

Hybrid agency Purplebricks and website allAgents have failed in their bid to reach agreement over the accuracy and source of a...

AllAgents, the review website which failed in a bid to raise a ‘fighting fund’ in its ongoing row with Purplebricks, is...

The website AllAgents has failed in its bid to raise the £50,000 it says it requires to pay for a defence...

The website AllAgents has extended its deadline to raise £50,000 for possible legal costs should Purplebricks take action over disputed reviews. The...

Estate Agent Today can reveal that the ‘peace talks’ between the AllAgents review website and Purplebricks now involve the agency’s chief...

Purplebricks’ share price value yesterday dropped below the 300p, over 40 per cent less than its high point over the recent...

Online estate agent eMoov recently set itself apart by directly addressing the issues of openness and transparency that have long dogged the online business...

Estate Agent Today has been told that the website AllAgents has been holding peace talks with Purplebricks over its dispute about...

Three hundred of the UK’s top conveyancers have celebrated the success of the industry at the first ever ESTAS Conveyancer Awards. The...

The crowdfunding appeal by review website AllAgents to mount possible legal action against Purplebricks appears to be making relatively slow progress. As...

They say presentation is key (something that Theresa May now knows all too well after her calamitous conference speech). But equally...

A donor with the name ‘Michael Bruce’ has contributed - at least a little - to a fighting fund for review...

What is your experience in the property industry? I worked in estate agency for 12 years before joining Moneypenny and really enjoyed...

The vast majority of sellers surveyed by a consumer group say rapport with branch staff in a locally-based office is important...

Trustpilot has announced it is to remove UK reviews of Purplebricks which it says were "mistakenly invited" by the agency to be...

One of the co-founders of Purplebricks, Michael Bruce, has explained why the agency challenged reviews of its services on AllAgents. Speaking to...

The founder of a new online sales assistance service says agents are often unfairly blamed by the public for failings in...

Review service AllAgents has issued a statement explaining why it has suspended the Purplebricks agency. Purplebricks puts much emphasis on public reviews,...

Online review organisation Trustpilot has issued an open letter regarding its Purplebricks reviews. In it, the review company - which is often...

I’ve been in France for the past few days and depending on your viewpoint, I made a spectacularly good or singularly...

Even if you didn’t watch it, you’ve almost certainly heard about it by now.  The recent BBC Watchdog exposé of Purplebricks has...

Trustpilot, the review service quoted frequently by Purplebricks as evidence of its apparent popularity, is declining to comment on the adverse...

The government is thought to be reviewing Help To Buy which, it is claimed, could end with the scheme being scrapped...

After a roller-coaster day on the Stock Exchange yesterday, Purplebricks has sought to defend itself against further possible share price losses...

The Guild of Professional Estate Agents and Fine & Country are offering agent members the option to have in-person reviews and...

As discussed in our previous article, it’s all about the first impression. Once your team have handled that initial phone call...

A new report reveals how clients’ reviews and star ratings - used by many online estate agents in particular - are...

The Advertising Standards Authority has upheld a complaint over a Purplebricks website statement featuring testimonials from clients; the complaint was made...

New figures released this morning from Purplebricks shows the onward march of the hybrid agency and its Local Property Experts. For the...

A cluster of conveyancing and legal experts, known as the Legal Sector Group, has published a raft of proposals on leasehold...

The fledgling and highly vocal CIELA group says it is possible it may not launch this autumn after all despite months of...

A trade body which has been founded to represent the interests of independent estate agents has partnered with consumer reviews platform...

The recent rise in consumer complaints against sales and letting agents suggests that there is a general lack of trust and...

Since we last spoke, the ESTAS – the biggest and best property awards ceremony in the UK – has been and...

Over 1,000 guests celebrated the success of the industry at the 14th annual ESTAS awards on Friday. The event, which is sponsored...

There are only a few days to go before The ESTAS - the biggest event in the awards calendar for agents,...

Purplebricks has this morning issued its latest trading update, reporting what it calls "strong growth" in the UK and updating investors on...

Odds are that you use TripAdvisor when you book a restaurant or hotel; perhaps you scroll down Amazon before clicking ‘buy...

The new chief executive of the Guild of Property Professionals has accused some online agents of carrying out “aggressive” marketing campaigns...

Our recent roundtable on the government’s proposed ban on tenant fees generated ten top tips for growing your business.  We plan to...

Ten years ago this month (April 2007) tenancy deposit schemes were first introduced in England and Wales.  You need to go a...

People are more likely to give word-of-mouth recommendations for handyman services than recommend estate agents, according to a controversial poll. The survey...

For my latest Property Natter I have sought the opinions of two well-known property consultants - Michael Day, managing director of...

A survey of over 2,000 sellers who used online agency eMoov reveals that review websites were the overwhelmingly largest driver of...

Agents who ignore critical reviews of their services do so at their peril as new figures reveal high levels of readership...

The fledgling Charter for Independent Estate and Letting Agents has released to the media the text of a complaint letter it...

The ESTAS Group has revealed the shortlist for its 2017 awards - and has announced that this year has seen a...

The fledgling group of independent agents which has already launched attacks on online agency operators in general and Purplebricks in particular...

The new group for independent owner-managed estate and letting agencies, to be formally inaugurated this week, has stepped up its campaign...

Foxtons says its branch network is about to hit a record high of 67 despite the downturn in central parts of...

Conveyancers are to be told to publish the charges for their house-moving services in a bid to help consumers and to...

2016 has undoubtedly shone a spotlight on the reviews industry and drawn into question the legitimacy of online customer reviews.  Amazon, amongst...

Agency review website RaterAgent has listed its top 50 agents for 2016 based on customer reviews posted in the year to...

The Guild of Professional Estate Agents has followed in the steps on the ESTAS awards by linking up with a reviews and...

Online reviews play an increasingly vital role in shaping the decisions of customers. Practically everyone using the internet to compare estate...

The ESTAS Group, which runs the national customer feedback scheme and produces the largest annual awards event for the residential agency...

The key lies in improving your customer experience through technology For Agents, the tremendous growth in online estate agents highlights a strong...

Estate Agents may say they are different. They may even believe they are different. But, the perception of many vendors is that...

nu-move online estate agents -The Future of Property Nu-move is an online venture that has been created to meet the demand...

In a very buoyant report to the City, Purplebricks claims it has sold £2.8 billion worth of property in the year...

The first new ‘official’ UK House Price Index, released yesterday, has received mixed reviews from the industry. On the one hand there...

It’s nearly June – June! – already. Seriously, where has this year gone? This means summer is nearly upon us, with a...

Tepilo, the online agency set up by Sarah Beeny, has come out fighting after The Times newspaper accused it of ‘hiding’...

Purplebricks Group has issued a trading statement to the City - with another dramatic revenue increase and a claim that the...

Here are the top letting agents in Britain who go above and beyond to help their customers, as voted for by...

The Competitions and Markets Authority has sent two open letters - one to online publishers and one to marketeers - warning...

Oystons Limited, trading as Oystons Estate Agency, has removed reviews of its service from its Facebook page after a complaint to...

This website recently published a piece ahead of the nationwide launch of our new property platform, Be Street Smart.  It explained how...

Forget the gloomy stamp duty news, or the prospect that a new house price index might revalue house prices downwards, or...

The Competition and Markets Authority has ordered a company to stop writing fake reviews for small businesses and to try to...

The raterAgent website is to use an automatic email generating service to encourage more reviews. raterAgent has teamed up with Reapit to...

An online agency called Be Street Smart is seeking to recruit so-called ‘Property Gurus’ in just two weeks - but says...

As we all know, Peter Redfern is critical to the future of the British housing market and.... What? Wait? You don’t know...

The City consultancy which advises Purplebricks says the online agency will break even in terms of its month-to-month activities by the...

Four well-known figures in the worlds of compliance and agency training have joined forces to launch the Property Professionals Support Centre. PPSC...

The Competition and Markets Authority says one of its priorities for 2016-17 is to pursue a project analysing the accuracy and...

A new property portal for sales and rentals is to be launched in February or March  with the additional element of...

The Advertising Standards Authority has banned a statement by the estate and letting agency review site raterAgent describing it as the...

allAgents has revealed its 2015 estate agency award winners, based on reviews posted from September 1 2014 to August 31 this...

Like many people these days I rarely make a significant purchase without first checking out online reviews.   Whether it’s for a...

The rising phenomenon of agent-rating and review websites is a topic that seems to have caused considerable division and controversy among...

The first step is making a commitment to providing good customer service. Then sign up to AgentTracker and we’ll get you...

allAgents has revealed its 2015 winners based on reviews posted about what it describes as “80,000 individual staff members automatically entered”...

Online estate and letting agency EweMove says it is scrapping compulsory tie-ins.  “If any seller is not happy with our service, for...

Estate and letting agency review site raterAgent says an analysis of its own website suggests that 17 per cent, or just...

Q: What does it say on your business card?   The support network for quality agents Q: Who is Agent Tracker?   Agent Tracker...

Agent Tracker…. More than just a verified review site •    We are a network for quality agents. Supporting and helping them to...