Overall score 3/5 (being a tad generous)
It is fair to say that the real estate industry took a hammering during the recession. I wondered whether or not the industry would use this as a catalyst to reinvent itself, and dare I say, become more professional. In my experience, sadly, this has not happened. We engaged with a number of firms during our property search and it is best to describe T&W as one of the best of a bad bunch. Real Estate agents still lag far behind other service organisations they interface with (solicitors, mortgage brokers, property surveyors) in the wider industry in terms of professionalism.
Value for Money 2/5
T&W charge a higher % than the big high street brands. They deliver more but whether or not this represents great value for money is questionable.
This is the key point of differentiation for T&W. Marketing is very targeted to properties that meet your brief. They are much better at this than the high street brands, the worst being Dexters who inundate you with completely irrelevant properties.
Process Execution 3/5
The focus here is very much on the key process steps that are a pre-requisite for T&W receiving their commission. Any other task is pretty much ignored. So end to end process excellence is certainly not an aspiration.
Client Relationship Management 1/5
Overall very poor. Ranges from very average to quite unprofessional.