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Press release 19 July 2016

Urban Spaces redefines role of estate agency following extensive customer consultation process

Urban Spaces – the market leader in selling and letting London’s most beautiful properties – has relaunched as an innovative, premises-free business model that seeks to redefine the role of estate agency in Londoners’ lives, and which aims to put the customer in total control of the process.

The decision to adopt the new model follows a large customer engagement process, with more than 3,500 people interviewed by the firm to uncover customers’ attitudes towards the estate agency sector.

The project revealed that a significant part of the consumer market do not regard branch access as a necessary part of estate agency service. Instead, they are looking for honesty, transparency, and a positive, memorable experience. In addition, insight into areas and an understanding of the hyper-local areas within London is a key requirement. Read More

To fulfil this, Urban Spaces’ new business model provides customers with access to online resources as well as dedicated Account Managers acting as a single point of contact for customers. This strategy combines the best of online resources and physical services, enabling an intimate customer service that is flexible and customisable to client’s needs.   

New online interfaces will bring 24/7 access to information and communication for all customers, with online portals available for landlords, vendors and tenants, providing access to relevant documents. Urban Spaces will be positioned at the forefront of industry innovation, adopting new technology quickly to enhance customer service.

Account Managers are armed with in-depth market analysis tools, complementing a wealth of area-targeted knowledge. This enables staff to ‘own’ their territory, give informed advice and make personalised recommendations.  

An estate agency model that enables lifestyle as well as property goals

Urban Spaces is not just about providing properties, but understanding the person behind the property and the essence of their lifestyle. It will play an active role in Londoners’ lives by advising on great places to eat, sleep and play as well as offering unique homes in some of London’s most stylish postcodes.

Urban Spaces is already well established in London and key areas for the firm include Clerkenwell, Shoreditch, Hackney, Clapham, Battersea and Canary Wharf. The Urban Spaces business model is now positioned for rapid growth with ambitious plans to enter new territories and grow quickly with a robust marketing strategy.

Simon Charnock, Director at Urban Spaces, comments:

“We believe the Urban Spaces business model will truly revolutionise the way Londoners work with estate agents. We listened to our customers and are tearing up the estate agency rule book to offer a dynamic, memorable service that suits modern buyers and sellers’ needs. With both online resources and personal points of contact, clients can customize their service to interact with either as much or as little as they want.

“The outcome is a memorable customer service experience that supports Urban Spaces’ goal to offer more than just traditional estate agency services. We offer stylish and characterful properties in some of London’s most desirable postcodes. But we also know there are a whole host of lifestyle factors to consider when choosing a property, from the amenities in the local area to transport links and access to the best schools. We get beneath the skin of London and use our area-based knowledge to provide recommendations that truly suit customers’ lifestyle aspirations as well as their property needs.”