Letting & Estate Agent Podcast

In this discussion, Mark Burgess, an industry expert in estate agency technology, navigates the complexities of AI and its actual impact on UK estate and letting agents. He demystifies large language models, highlighting their limitations and potential risks of overhyping AI capabilities. Mark emphasizes the importance of quality data, explaining how tools like Lifecycle can transform processes. He warns that while AI can enhance existing systems, it cannot compensate for missing data, ultimately changing the landscape of estate agency workflows.

Sue Hopson, a compliance expert with nearly 30 years in housing, dives into the top anti-money laundering mistakes estate agents make. She highlights the critical error of failing to register with HMRC and the repercussions of poor recordkeeping and due diligence. Sue also clarifies the difference between proof and source of funds, emphasizing the need for thorough checks. Lastly, she advocates for better, engaging AML training within agencies, urging agents to read HMRC guidance for effective compliance.

How Grief Became Grit: Adam Day’s Journey to Property Success! What turns tragedy into triumph? In this inspiring episode, Adam Day, Head of eXp UK & Europe and founder of Hatched, shares how losing his father as a baby shaped his resilience, work ethic, and vision. From Mars bar hustles to launching Hatched, Adam reveals the mentors, mindset, and motivation behind his rise in estate agency. More than property, this is a raw human story of grief, grit, and building a legacy.

Discover why so many enquiries from Rightmove go unanswered, revealing surprising statistics from mystery shopping. Learn about the critical importance of exceptional follow-up and the consequences of poor response rates on agents' reputations. Explore how unclear ownership and low pay contribute to missed opportunities, and find out why focusing on relationships over transactions is essential for success. Jason shares solutions like prioritizing training, enhancing lead handling with 'tech and touch,' and collaborating to boost service quality.

This week features Toby Phillips, Senior Director at The Property Franchise Group, known for brands like Martin & Co and CJ Hole. He shares insights on the UK property market, highlighting trends in new listings, price reductions, and sales figures. Toby discusses seasonal behavior in agency strategies and the importance of maintaining strong vendor communications. He also analyzes how OpenRent affects the lettings market and predicts strong Q4 performance while emphasizing effective marketing strategies for agents.

Are letting agents devaluing themselves with the rise of cheap fees? Sophie Lang discusses how online platforms like OpenRent push for lower prices, often sacrificing service quality. She argues that agents struggle to showcase their value, typically only communicating during crises. Through proactive communication and comprehensive services, agents can retain clients and thrive despite industry pressures. Sophie also highlights how rising costs and profitability challenges lead to acquisitions in the market.

What can modern estate and letting agents learn from Countrywide’s rise? Chris Watkin chats with John Hards, former Group Lettings Director and now Chairman of OpenBrix, about the lasting impact of branding, leadership and people in agency success. From the power of local names to why strong branch managers matter, John shares insights into the culture that made Countrywide thrive. Estate agency is, at its core, a people business. Tune in for lessons that still resonate today.

How AI is Really Changing the Game for UK Estate Agents, with Mark Burgess! AI isn’t the future, it’s already here. In this episode, we chat with Mark Burgess, CEO of Iceberg Digital and author of Prepare: AI’s Impact on Business, about how artificial intelligence is transforming estate agencies. We discuss why many CRMs are outdated, the shift from manual to digital processes, and what smart agents must do to stay ahead. If you’re curious about AI beyond the hype, this conversation is a must-listen.

Why is UK estate agency in 2025 totally bonkers? Estate agency coach Jason Bull doesn’t hold back, calling out outdated systems, poor leadership, and shocking listing to exchange ratios. He argues that if we started from scratch, we’d never build it this way. Jason explores how self employed models are outperforming big names and why reconnecting with the emotional side of moving is key. Watch the full video and let us know, has the industry lost the plot, or can it still be fixed?

Is estate agency training broken? Adam Day, head of eXp UK, tells it straight. In this candid conversation, Adam explains why much of the UK’s estate agency training simply isn’t working, and what needs to change for agents to succeed. From outdated attitudes that treat training as punishment to cultural barriers stopping agents from applying what they learn, Adam breaks it down. Discover why peer learning, mastermind sessions, and true development may be the industry’s real game changers.