In the Spotlight with Tom Gilbert

We caught up with Tom Gilbert, Head of Estate Agency Services at Sort Move

Related topics:  In The Spotlight
Property Reporter
25th November 2020
Tom Gilbert 581

PR: How long have you been involved with the property industry and what is your current role within it?

TG: I have spent over 17 years in this ever-changing and highly addictive industry. I started as a Fast-Track Manager at Reeds Rains where my first post was running a brand new flagship branch in Manchester City Centre…I seem to thrive off being chucked in at the deep end!

After eight years of branch management, I moved up to a senior position within the group to help drive the conveyancing business for LSL’s owned network (Your Move and Reeds Rains). I thoroughly enjoyed growing this part of the business.

I have a real passion for creating service-rich relationships between agents, law firms/other suppliers and their mutual clients. I influenced many successes during my time at LSL so I’m thrilled to be the Head of Sort Move to emulate the same positive outcomes for the independent agent community.

PR: As well as fast-paced, the proptech sector is highly competitive, how does Sort Move differ from its competitors?

TG: It certainly is and that’s why we’re not just focusing on core refer and earn services. One thing we are proud to shout about is the strength within Sort Group. Firstly, we have Sort Refer which is our portal for mortgage brokers and has won awards for both service and technology year after year. Secondly, Sort Legal which is our own CLC firm with headquarters in Derby and a second office in Cardiff which opened earlier this year. There is an excellent synergy between the three.

Having our own conveyancing firm is hugely important to us as it gives us direct control of both service levels and capacity management. I work really well alongside our HOLP, Laura Burkinshaw, and we have some exciting plans for 2021 which will take our overall proposition to an unprecedented level. We can’t wait to share news of these developments over the coming weeks and months.

Overall, our strategy is to add significant value to the agents that collaborate with us…and it is a true collaboration as Sort Move is both by and for Property Professionals. We have steer groups to ‘kick the can’ about what needs to evolve within our current proposition and what agents would like to have that they don’t currently offer. Fast-Start Seller Onboarding is coming out of Beta testing at the end of November…tested by agents that asked for it.

We are currently working on digital sales progression and chain builder, again because of agent needs. Once developed, tested and released nationally, this will be a complementary product for agents that are regular users of our core proposition (conveyancing, surveys, specialist reports and so on). So our value adds will extend to both the start and the end of a client journey.

PR: Given the current economic climate, what are the biggest challenges facing conveyancers at the moment?

TG: Firstly, and I’m referencing the conveyancers that I love and know well, an underappreciation of the stellar work that they conduct on a daily basis. In the adversity of a pandemic and the increase of case volume caused by the stamp duty gold rush, I applaud their commitment to soldier on under immense pressure. Agents need to work smartly with their partners and help to set realistic expectations with their clients.

Secondly, the turnaround time of search packs. Some Local Authorities have really lengthy return times. Sort Move can help with this by starting the process sooner (see relevant point within my answer to the next question).

Thirdly, longer and more complicated chains. Conveyancers cannot control this. Agents need to work better with other agents…there is a common goal and should not be seen as ‘competition’ when the needs and emotions of home movers are in play. Sort Move’s digital sales progression and chain builder will help with this.

Lastly, an archaic home buying process. Until this is brought into the 21st Century, we all have to collaborate for the greater good. Constant bickering and ‘finger-pointing’ only serves to tarnish the journey experienced by sellers and buyers.

PR: One of the biggest bugbears of the property buying process, compounded further by the urgency to move during the pandemic, is the time it takes to exchange. How is Fast-Start able to help with this?

TG: In a nutshell, our Fast-Start Digital Seller Onboarding service will shave, on average, three weeks off sales progression once a deal has been agreed. By getting sellers to complete their initial packs earlier we take away the unnecessary stress at offer stage.

Prepared and stored electronically are ID/AML checks, protocol documents, title register/plan and any supporting documentation (such as permissions, certificates and guarantees). On the day the sales memorandum is produced, the file is securely passed to the nominated law firm under an SLA that the contracts must be issued electronically to the other side within 24 working hours.

Further, we don’t stop by expediting the seller. The quick actions of the buyer are also important to both speed up the process and minimise the risk of a sale collapsing. Recently we rolled out the inclusion of FREE buyer protection on all purchase conveyancing. This means that buyers can get on with tasks on day one, such as paying for and ordering their search pack, knowing that they are covered financially should the sale terminate at no fault of their own. Given the turnaround time at a number of local authorities at present, this is a huge USP for all concerned.

PR: If you could read one headline on Property Reporter by the end of the year what would it be?

TG: ROPA to be implemented at the start of 2021

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