0:00:02 > 0:00:05Selling houses is not easy. You're dealing with the most expensive thing people ever buy.
0:00:05 > 0:00:08There are more of them than ever before...
0:00:08 > 0:00:11A square foot can be worth £3,000.
0:00:11 > 0:00:14..many of us say they are our least favourite professionals...
0:00:14 > 0:00:17The customer is always right, aren't they? No!
0:00:17 > 0:00:20..yet we turn to them at some of life's most stressful moments...
0:00:20 > 0:00:23I can't control it, you can't control it.
0:00:23 > 0:00:24Yes, we're off.
0:00:24 > 0:00:26..they are the estate agents.
0:00:26 > 0:00:30You get a better response if you say you're a mass murderer.
0:00:30 > 0:00:34So what inane comments do you want to make now, Alan?
0:00:34 > 0:00:38This series goes behind closed doors across the UK with the agents...
0:00:38 > 0:00:40It needs everything doing to it.
0:00:40 > 0:00:42..and their clients.
0:00:42 > 0:00:44We're moving!
0:00:44 > 0:00:48Gary takes us to the streets of London's super-rich.
0:00:48 > 0:00:54My firm has recently sold four houses of, let's say, £40-£60 million.
0:00:54 > 0:00:57It's knockdown prices with Lynne in County Durham.
0:00:57 > 0:01:01It went to auction with a starting bid of a pound.
0:01:01 > 0:01:03There's straight-talking Dave in Birmingham.
0:01:03 > 0:01:05So when I'm telling you you're not getting it,
0:01:05 > 0:01:08don't come crying back to me, saying, "I've got another 500 quid."
0:01:08 > 0:01:10Rookie Lewis in Devon...
0:01:10 > 0:01:13These surveyors are dangerous, dangerous people.
0:01:13 > 0:01:16And in London's cheapest borough, Dagenham...
0:01:16 > 0:01:17Please stop shouting.
0:01:17 > 0:01:19..Caroline, Andy and Darren.
0:01:19 > 0:01:23They had a bonfire in the front room here. This is ridiculous.
0:01:24 > 0:01:28With unique access, we'll learn the tricks of the trade...
0:01:28 > 0:01:31The estate agent will class it as a wet room.
0:01:31 > 0:01:34..and find out what's really going on
0:01:34 > 0:01:36in the UK's crazy property market.
0:01:36 > 0:01:38I'm rather hoping that bankers might have
0:01:38 > 0:01:41taken our place at the bottom of the pile by now.
0:01:41 > 0:01:44Welcome to estate agency. HE HOWLS
0:01:52 > 0:01:54Property is our national obsession.
0:01:55 > 0:01:58Worth a staggering £26 trillion and rising,
0:01:58 > 0:02:01the British property market is more complex
0:02:01 > 0:02:04and polarised than ever before.
0:02:04 > 0:02:08Many of us will buy or sell a home at some stage in our lives,
0:02:08 > 0:02:10and the people we entrust to guide us
0:02:10 > 0:02:14through the process are the estate agents.
0:02:21 > 0:02:24I've been an estate agent for just over two years.
0:02:26 > 0:02:29Confident local lad Lewis Rossiter
0:02:29 > 0:02:33is the 30-year-old manager of Bradleys estate agents in Exeter.
0:02:33 > 0:02:36# The starlight
0:02:36 > 0:02:39# Until the end of my life... #
0:02:39 > 0:02:42'I'm the guy that at the wedding, I make a fool and myself,
0:02:42 > 0:02:46'I'm the guy that's sick in the urinal.'
0:02:46 > 0:02:51# Hold you in my arms! #
0:02:51 > 0:02:53'I fell into estate agency,'
0:02:53 > 0:02:57I was selling my house through the actual local office
0:02:57 > 0:02:58and I got a phone call afterwards
0:02:58 > 0:03:01from the manager there, saying, do I want a job?
0:03:01 > 0:03:03Prior to being an estate agent,
0:03:03 > 0:03:07my first job was washing dishes in a restaurant in Spain
0:03:07 > 0:03:10and then I got promoted to waiter which was quite exciting.
0:03:10 > 0:03:13I'm like a David Brent-esque manager.
0:03:13 > 0:03:16Lewis's unique management style has already won him
0:03:16 > 0:03:19the coveted title of Employee Of The Year.
0:03:19 > 0:03:23The pecking order in the office is I'm at the top
0:03:23 > 0:03:25and the two girls are at the bottom.
0:03:25 > 0:03:29Katie Ball, star negotiator extraordinaire,
0:03:29 > 0:03:33Sally Stanyard, local knowledge second to none, negotiator,
0:03:33 > 0:03:36do a bit of sales, do a bit of lettings, we all mix in,
0:03:36 > 0:03:39but mostly we're a team, so no-one's really above anyone,
0:03:39 > 0:03:41but I really am above them, cos I'm the manager.
0:03:45 > 0:03:49In just two years, Lewis has seen his patch transform
0:03:49 > 0:03:52into one of the most desirable areas to live in the country.
0:03:52 > 0:03:56Close to spectacular coastline and sumptuous countryside,
0:03:56 > 0:04:01the regeneration of the city means business is booming.
0:04:01 > 0:04:03'The market we're in, we're pretty lucky.'
0:04:03 > 0:04:06Prices haven't dropped since the market crashed
0:04:06 > 0:04:09and they've gone up considerably in the last few years.
0:04:09 > 0:04:11It's a real quick turnover here.
0:04:11 > 0:04:16Detached houses go from £300,000, terraced with a garden for the kids,
0:04:16 > 0:04:20to just under two, and they're flying off the shelves.
0:04:20 > 0:04:22Look at the three we've just sold here, for example,
0:04:22 > 0:04:25they've all tended to go within six weeks.
0:04:25 > 0:04:30Most of the time you can expect to sell them within a week, which,
0:04:30 > 0:04:32you know, people look at you like you're crazy when you tell them.
0:04:32 > 0:04:35That is one of my daughters.
0:04:36 > 0:04:40Ava! She's asleep. With her aunt.
0:04:41 > 0:04:43Do you know lots of people around here?
0:04:43 > 0:04:47Well, I know my daughter quite well, being that I'm raising her,
0:04:47 > 0:04:51but the cool thing about working where you live is that you do walk
0:04:51 > 0:04:55down and bump into people, speak to people, everyone knows everyone.
0:04:55 > 0:04:58I know estate agents that don't want to work in the town
0:04:58 > 0:05:02they live in because they don't want to bump into someone in Sainsbury's.
0:05:02 > 0:05:04I quite like it. I think it, erm,
0:05:04 > 0:05:07I think it endears you to the local community.
0:05:07 > 0:05:09Today, Lewis is taking on
0:05:09 > 0:05:15a lovingly refurbished four-bedroomed house for owner Sam.
0:05:15 > 0:05:19This is on for 220,950.
0:05:19 > 0:05:23What you're getting for your money is four double bedrooms,
0:05:23 > 0:05:26immaculate downstairs bathroom, upstairs shower room,
0:05:26 > 0:05:30everything a modern family would want. Your location's ideal.
0:05:30 > 0:05:33It's quiet, it's tucked away, it's in a cul-de-sac.
0:05:33 > 0:05:36For that kind of money, you get a lot of house.
0:05:36 > 0:05:40- This is, like, you've got two eating areas.- Two, yes.
0:05:40 > 0:05:43And two bathrooms, so you've got all sorts of potential.
0:05:43 > 0:05:45Yeah, I'm not worried at all.
0:05:45 > 0:05:49Lewis seems confident, but busy mum Sam has already found her
0:05:49 > 0:05:54highly sought-after dream home and doesn't want it to slip away.
0:05:54 > 0:05:55There we go.
0:05:57 > 0:06:00We've put a deposit down on a new-build property
0:06:00 > 0:06:03and the sale has to go through within 10 weeks.
0:06:03 > 0:06:09This house here is house number one, which is the one we're involved with.
0:06:09 > 0:06:10It's our new house.
0:06:10 > 0:06:13I like the driveway, very smart.
0:06:13 > 0:06:16The new house has got a garden at the front and the back,
0:06:16 > 0:06:20it's a detached property and having outside space for two boys is going
0:06:20 > 0:06:26to be an essential fact. So, for us now, that's the focus of the future.
0:06:26 > 0:06:28Say bye-bye to the new house now.
0:06:28 > 0:06:30To secure her new build,
0:06:30 > 0:06:34Sam's put down a £5,000 deposit, non-refundable.
0:06:34 > 0:06:37I've put the estate agent's under pressure.
0:06:37 > 0:06:40I think it's a good thing, but probably they don't think that.
0:06:42 > 0:06:46A 10-week turnaround and a demanding client,
0:06:46 > 0:06:49on top of that, there's the sensitive issue of the street name.
0:06:49 > 0:06:52'Would you like to live on Willeys Avenue?'
0:06:52 > 0:06:54Would I like to live on Willeys Avenue?
0:06:54 > 0:06:58I would, actually, it's a very nice road. It's right by the quay.
0:06:59 > 0:07:00Names don't...
0:07:00 > 0:07:03No, look, it doesn't matter if it's Willeys Avenue, Boner Road.
0:07:03 > 0:07:07It doesn't matter, it's the location and the house and the reputation.
0:07:10 > 0:07:14Under pressure, Lewis gets cracking and lines up his very first viewing.
0:07:15 > 0:07:17I think the house speaks for itself,
0:07:17 > 0:07:20so I think it's going to be a pretty straightforward sale.
0:07:20 > 0:07:25It's all been done properly, there's nothing there that worries me.
0:07:25 > 0:07:29- Hiya, Steve.- Hiya. All right? Nice to meet you.- Nice to meet you.
0:07:29 > 0:07:32Newly-married Steve is looking for his first family home.
0:07:32 > 0:07:34It's good.
0:07:34 > 0:07:38Time for Lewis to slip into estate-agent mode.
0:07:38 > 0:07:41Buying a house, I think, is more ruled by the head than the heart.
0:07:41 > 0:07:42I guess it's like a relationship.
0:07:42 > 0:07:44Did you see the bottle of wine
0:07:44 > 0:07:45and the two glasses on the table?
0:07:45 > 0:07:49- Yes. I like that.- I avoided putting "alfresco lifestyle" on it.
0:07:49 > 0:07:51STEVE LAUGHS
0:07:51 > 0:07:55'I think it helps to have a good sense of humour as an estate agent.'
0:07:55 > 0:07:58Certain viewings you can use certain humour.
0:07:58 > 0:08:01That always makes me laugh.
0:08:01 > 0:08:05Need to get me one of those.
0:08:05 > 0:08:07Turn this into a man cave, Xbox...
0:08:07 > 0:08:09- That's what I'm talking about. - ..big TV...- Definitely.
0:08:09 > 0:08:13- ..cinema room, surround sound, that's what I would do.- Yep.
0:08:13 > 0:08:17It was refurbished really nicely to a high standard, I think.
0:08:17 > 0:08:21Quite modern, big open spaces, nice rooms.
0:08:21 > 0:08:24Yeah, to be fair, there's not that much that I didn't like about it.
0:08:24 > 0:08:26I'm feeling good about it.
0:08:26 > 0:08:28Any time they start referring to the house as theirs
0:08:28 > 0:08:29can only be a good thing.
0:08:29 > 0:08:32Hopefully, we can get an offer out of them.
0:08:48 > 0:08:52When dealing with any client, important or otherwise,
0:08:52 > 0:08:55one has to act with decorum and with respect.
0:08:57 > 0:08:59Gary Hersham isn't your average estate agent.
0:09:00 > 0:09:03He is the co-director of Beauchamp Estates in the heart
0:09:03 > 0:09:05of exclusive Mayfair.
0:09:05 > 0:09:08I need a meeting with him before the end of the week.
0:09:08 > 0:09:11I would love to meet him and I would love to show him
0:09:11 > 0:09:15the house with your permission - if not, not. Bye, bye, bye.
0:09:15 > 0:09:16Give him my best wishes.
0:09:16 > 0:09:20- You're not meant to be hearing the- BLEEP- conversation!- Oh!
0:09:20 > 0:09:24With a property portfolio nearing a whopping £1 billion,
0:09:24 > 0:09:28Gary runs one of the highest earning agencies in the country
0:09:28 > 0:09:29with his business partner.
0:09:29 > 0:09:33We have about 80 properties on our books at any one time.
0:09:33 > 0:09:39The price ranges of those properties are from £2 million
0:09:39 > 0:09:41up to in excess of £120 million.
0:09:43 > 0:09:46There are more multimillionaires in London than anywhere
0:09:46 > 0:09:50else on the planet, and Gary has dealt with many of them.
0:09:50 > 0:09:53You tell me and I'll make the viewing. What's the matter with you?
0:09:53 > 0:09:55You phone me up, "I want to see it tomorrow,"
0:09:55 > 0:09:58- organised, a man will let you in. Come on.- OK.
0:09:58 > 0:10:01'I come across very rich people all the time...'
0:10:03 > 0:10:06..most of whom are pretty normal, I have to tell you.
0:10:06 > 0:10:10You can have a coffee and a piece of cake with them in their kitchen.
0:10:10 > 0:10:12The wife might even bake.
0:10:12 > 0:10:16And other cases where I've flown with clients on their planes,
0:10:16 > 0:10:17I've been on their yachts
0:10:17 > 0:10:21and I feel very much at home inasmuch as they're normal people.
0:10:24 > 0:10:28Today, Gary's expecting some important visitors.
0:10:28 > 0:10:34Off the phone and disappear and close that door! How many... That door!
0:10:34 > 0:10:36How many times? Can't you remember anything?
0:10:36 > 0:10:38I'm sorry, I was in the kitchen, cleaning...
0:10:38 > 0:10:41- Oh, of course, but you never close a single door in your life.- I'm sorry.
0:10:41 > 0:10:46Office assistant Ernesto has worked for Gary for seven long years.
0:10:46 > 0:10:49Well, Gary... Gary's always very, very busy.
0:10:49 > 0:10:52'He's a very busy businessman.'
0:10:52 > 0:10:56Gary likes to have jokes with people when he's in a good mood,
0:10:56 > 0:11:00but his mood is not that good usually because
0:11:00 > 0:11:02'his mood is just to do business.'
0:11:02 > 0:11:05- Here I am. Excuse me. It's Gary. - PHONE RINGS
0:11:05 > 0:11:06Hello, Gary.
0:11:07 > 0:11:09Yes, of course, hold on.
0:11:09 > 0:11:11Well, I've got literally about five or six minutes.
0:11:11 > 0:11:14Property journalists from a Taiwanese luxury magazine
0:11:14 > 0:11:15have flown into the capital
0:11:15 > 0:11:17for an exclusive interview.
0:11:17 > 0:11:20Go on, then, take my photo. Go on, then. Make it snappy!
0:11:20 > 0:11:24They are here to find out about Gary's involvement
0:11:24 > 0:11:27in high-end property, known as Prime Central London.
0:11:29 > 0:11:30Give me my phone.
0:11:33 > 0:11:37You've got to be quick because I didn't expect it to be so long today.
0:11:37 > 0:11:42OK, I started my business in 1978.
0:11:42 > 0:11:46I had worked from my father who was chairman of a relatively large
0:11:46 > 0:11:47English public company.
0:11:49 > 0:11:51At that point, a friend of mine,
0:11:51 > 0:11:57who had just graduated from Oxford University, came to London
0:11:57 > 0:11:59and asked me whether I wanted to start a business with him.
0:11:59 > 0:12:01(Excuse me. Take your glasses off.)
0:12:03 > 0:12:07I started with him at 20% of Beauchamp Estates.
0:12:07 > 0:12:11By the end of the year, by the end of the year,
0:12:11 > 0:12:15I had 100% of the business because I bought him out.
0:12:15 > 0:12:19Because of my father, I met some very wealthy people and we had neighbours
0:12:19 > 0:12:22who were from Arab royal families
0:12:22 > 0:12:26and things just evolved and we ended up being the leading estate agent,
0:12:26 > 0:12:29selling the most expensive properties in London.
0:12:29 > 0:12:31Over the last 12 months,
0:12:31 > 0:12:34the boom in such elite property has been exceptional with
0:12:34 > 0:12:39astronomical prices rocketing away from anywhere else in the country.
0:12:39 > 0:12:41There's no such thing as a vast figure to an estate agent
0:12:41 > 0:12:44who is dealing at the top end of the market. There can't be.
0:12:44 > 0:12:45You can't panic,
0:12:45 > 0:12:50you can't worry about, "Oh, my God, I'm selling a £50 million property."
0:12:50 > 0:12:52Absolutely not. Quite the reverse.
0:12:52 > 0:12:55You have to be so confident to be able to convince the buyer
0:12:55 > 0:12:59that actually this is exactly what this property is worth.
0:12:59 > 0:13:04- You need to bring me some more customers.- Sure.- It's coming.- Yes?
0:13:06 > 0:13:10It's unlikely the Taiwanese luxury journalists will be travelling up
0:13:10 > 0:13:12to County Durham any time soon.
0:13:20 > 0:13:24'If you picked me up and put me in an agent down in London,
0:13:24 > 0:13:26'I would feel very uncomfortable,'
0:13:26 > 0:13:29because I would feel like a common rough Northerner
0:13:29 > 0:13:33because of the accent and I don't think I could change my accent.
0:13:33 > 0:13:35That's how I am.
0:13:35 > 0:13:40Froot Loops, funny coloured. Do you see? Funny coloured.
0:13:42 > 0:13:45Lynne Blaney is branch manager of Robinsons,
0:13:45 > 0:13:49the largest family run estate agent's in the north-east.
0:13:49 > 0:13:51I think people's perception of estate agents is that
0:13:51 > 0:13:54they don't tell the truth, that they cheat us, that they tell lies
0:13:54 > 0:13:59and I think you're stereotyped. I don't treat people...
0:13:59 > 0:14:01I don't tell them lies.
0:14:01 > 0:14:04I try and be honest, truthful, helpful
0:14:04 > 0:14:06and try and do a good job for them.
0:14:10 > 0:14:14With houses averaging £100,000, this area
0:14:14 > 0:14:17has the lowest property prices in the whole country.
0:14:19 > 0:14:23It's not an easy market place to work in. It is very, very price led.
0:14:23 > 0:14:27There is a lot of houses available, a lot of repossessions,
0:14:27 > 0:14:32a lot of new build and it is very, very hard.
0:14:33 > 0:14:34Lynne works in Spennymoor
0:14:34 > 0:14:38an old mining town 20 miles south of Durham.
0:14:38 > 0:14:41Sometimes it's sad because people have actually lost their houses
0:14:41 > 0:14:45through no fault of their own, you know, they've been made redundant.
0:14:45 > 0:14:48You know, Black & Decker's have gone, Rothmans have grown,
0:14:48 > 0:14:51Electrolux, they've all gone.
0:14:54 > 0:14:57Lynne's patch has one of the worst records for repossessions
0:14:57 > 0:14:59across the British Isles.
0:14:59 > 0:15:01We're outside a repossession.
0:15:01 > 0:15:05A little bit less than a third of our stock now is repossessions.
0:15:05 > 0:15:09The cheapest one we had was... it went to auction at a pound.
0:15:09 > 0:15:13It's just unfortunate circumstances on a lot of them, you know.
0:15:13 > 0:15:16Heart-rending, sometimes, when you walk in and you see...
0:15:16 > 0:15:18Imagine you've just gone to work in the morning,
0:15:18 > 0:15:20left your coffee cup on the bench,
0:15:20 > 0:15:24your hair straighteners on the dressing table, and that's how it is.
0:15:27 > 0:15:31The challenge for Lynne today isn't shifting a cheap house,
0:15:31 > 0:15:35it's trying to sell one of her most expensive.
0:15:35 > 0:15:37One of the houses that is, unfortunately,
0:15:37 > 0:15:41harder to sell is a property in Byers Green.
0:15:41 > 0:15:46Really great sized house, four-bed, detached, generous room sizes.
0:15:46 > 0:15:49It's on every website, in the newspaper...
0:15:49 > 0:15:53We've reduced it and...
0:15:53 > 0:15:55it's still there.
0:15:55 > 0:15:57What can we do next?
0:15:59 > 0:16:02# At last...
0:16:02 > 0:16:06# My love has come along. #
0:16:06 > 0:16:10The Chapelry, owned by aspiring songstress Susan Reynolds,
0:16:10 > 0:16:14is on the market for £249,000.
0:16:15 > 0:16:19Five times the price of a typical two up, two down in Byers Green,
0:16:19 > 0:16:23the Chapelry is not just out of whack in price terms,
0:16:23 > 0:16:26the interior isn't standard, either.
0:16:26 > 0:16:28Everything top spec.
0:16:28 > 0:16:29The windows are Brazilian mahogany,
0:16:29 > 0:16:35the staircase is Brazilian mahogany, the cornice is very ornate.
0:16:35 > 0:16:41It's kind of... Shabby-chic-cum-glamping.
0:16:43 > 0:16:47I'll miss my beautiful bedroom, my boudoir. It's a glamorous property.
0:16:47 > 0:16:51I open the double doors up into one big space
0:16:51 > 0:16:53and sing at the top of my voice.
0:16:53 > 0:16:57I love the house, but it's just too big for me now.
0:16:57 > 0:17:00The house has been on the market for four years,
0:17:00 > 0:17:04and Sue is baffled as to why it's only had five viewings.
0:17:04 > 0:17:07I've had this house valued so many times it's unbelievable.
0:17:07 > 0:17:11The first valuation I had on it was about four years ago
0:17:11 > 0:17:13and it came in at £399,000.
0:17:14 > 0:17:17Since then I've reduced it and reduced it and reduced it,
0:17:17 > 0:17:20and I now have it at 249.
0:17:22 > 0:17:24Lynne needs to pull out all the stops
0:17:24 > 0:17:28to budge Susan's extraordinary house.
0:17:28 > 0:17:31- Hello! How are you? - I'm very well, thanks, Lynne.
0:17:31 > 0:17:34And she's come armed with a master plan.
0:17:34 > 0:17:36We'll get these pictures taken.
0:17:36 > 0:17:40First step, new photos with a wide-angle lens.
0:17:41 > 0:17:44- There we go. - Is it a new camera?- It is.
0:17:44 > 0:17:48- Oh, I've seen them. - Yeah? It makes a massive difference.
0:17:48 > 0:17:50- It does.- It makes the rooms look loads bigger.
0:17:50 > 0:17:54Women make the best estate agents because women have the knack
0:17:54 > 0:17:58of looking and being able to flatter people.
0:17:58 > 0:18:01How nice is this? Very nice, isn't it?
0:18:01 > 0:18:04In order to stay ahead of her rivals,
0:18:04 > 0:18:08the ability to charm her clients gives Lynne the edge.
0:18:08 > 0:18:11When you look at our sales month on month,
0:18:11 > 0:18:15to compete with everybody else, we are selling the most houses.
0:18:15 > 0:18:17We must be doing something right.
0:18:17 > 0:18:22I think you're a bit like me, Susan, you're tidy.
0:18:22 > 0:18:26If you see that they've got Laura Ashley wallpaper,
0:18:26 > 0:18:32silk curtains, they got quality crystal ornaments...
0:18:32 > 0:18:33Absolutely lovely.
0:18:33 > 0:18:36..you can flatter people by saying things like that
0:18:36 > 0:18:39and it makes them feel good.
0:18:39 > 0:18:45The second phase of Lynne's plan - encourage vendor to rethink price.
0:18:45 > 0:18:48Because it's been on the market for a while and we haven't got
0:18:48 > 0:18:52the interest we were hoping for, how do you feel about the price?
0:18:52 > 0:18:55I don't really feel I want to reduce the price any more,
0:18:55 > 0:18:58because I'm limiting my chances of getting somewhere else.
0:18:58 > 0:19:00Right.
0:19:00 > 0:19:02- We'll be in touch.- Yes.
0:19:02 > 0:19:05'The problem that we have in our area is the public's
0:19:05 > 0:19:08'perception of how much their houses actually are.'
0:19:08 > 0:19:12The majority of people still have unrealistic expectations.
0:19:12 > 0:19:13We are there to advise them.
0:19:13 > 0:19:16This is where you need to be in order to sell,
0:19:16 > 0:19:19not for it to sit in the garden for four years.
0:19:25 > 0:19:28Managing client expectation is all in a day's work
0:19:28 > 0:19:32for veteran estate agent Dave Simms, in Birmingham.
0:19:32 > 0:19:36Can't grumble at all. I've had employment for 32 years.
0:19:36 > 0:19:41I hope to have it for another 32. And I'm good at what I do.
0:19:41 > 0:19:46I work in the real world, inner-city Birmingham, east side.
0:19:46 > 0:19:49Lots of good people, lot of bad people. But an interesting area.
0:19:49 > 0:19:53An interesting area in the sense that you have a story to tell every night when you go home.
0:19:53 > 0:19:56Birmingham is Britain's second largest city
0:19:56 > 0:19:58and one of the most racially mixed.
0:20:00 > 0:20:02This is the first area in Birmingham that the Irish
0:20:02 > 0:20:05moved into back in the '50s and '60s.
0:20:05 > 0:20:09I'm 48. I was born down here.
0:20:09 > 0:20:13When I was three my parents moved out but, by the time I was 20,
0:20:13 > 0:20:16this area had kind of become very Pakistani.
0:20:16 > 0:20:20In Hodge Hill, super-slick estate agent jargon doesn't wash
0:20:20 > 0:20:23with straight-talking Dave.
0:20:23 > 0:20:25Customers are always right, aren't they? No!
0:20:25 > 0:20:27In this game, they're never always right.
0:20:27 > 0:20:31In fact, 99 times out of 100 our clients are always wrong.
0:20:31 > 0:20:33Because they watch Location Location Location,
0:20:33 > 0:20:36they see Sarah Beeny doing her thing, Kirstie Allsopp doing her thing,
0:20:36 > 0:20:38and they think that's how it's done.
0:20:38 > 0:20:40That's not how it's done in the real world.
0:20:40 > 0:20:42You don't sit in the pub with your mobile phone
0:20:42 > 0:20:45like they do on Location Location, and phone.
0:20:45 > 0:20:48"Yes, and it will be accepted? Oh, that's splendid news.
0:20:48 > 0:20:49"Your offer's been accepted."
0:20:49 > 0:20:53And Kirstie buys another gin and tonic and aren't we all happy?
0:20:53 > 0:20:59That just does not happen in the real world. It's a battle, it's a fight.
0:21:01 > 0:21:05Most of the houses on Dave's books are three-bed semis,
0:21:05 > 0:21:09selling for around £150,000.
0:21:09 > 0:21:13But just five minutes from Dave's HQ lies a small haven
0:21:13 > 0:21:14of highly desirable bungalows.
0:21:14 > 0:21:18Gold dust for those no longer wanting to tackle the stairs.
0:21:18 > 0:21:21Our next stop is Galloway Avenue.
0:21:21 > 0:21:25It's a bungalow that we've had on sale for about six weeks.
0:21:25 > 0:21:28The good news is we've got somebody for it - Mr and Mrs Farnden.
0:21:28 > 0:21:31Who are good people! We like the Farndens.
0:21:31 > 0:21:33They've been on our books for a couple of years.
0:21:33 > 0:21:36They've been so unlucky on the sale of their own house
0:21:36 > 0:21:39and this is the one for them.
0:21:39 > 0:21:41And they really like this.
0:21:41 > 0:21:45The only downside of this bungalow is it's ten doors from my mother!
0:21:45 > 0:21:46HE CHUCKLES
0:21:49 > 0:21:52- Karen was saying that your sale is doing fine.- Yes, it is.
0:21:52 > 0:21:54So that's all good.
0:21:54 > 0:21:57Barry and Sandra Farnden have had their offer accepted on this
0:21:57 > 0:22:01two-bed bungalow for the price of £140,000.
0:22:01 > 0:22:05- It all looks good, doesn't it? This is the one.- Yes.- Yes.
0:22:05 > 0:22:09- Amanda phoned you, didn't she? She was almost in tears when I got into the office.- Yes, I know.
0:22:09 > 0:22:12I thought she'd had a row with her husband.
0:22:12 > 0:22:14I said, "What's up with you?"
0:22:14 > 0:22:17She said, "I've just spoken to Mr and Mrs Farnden." "They're OK,
0:22:17 > 0:22:20"aren't they?" She'd seen on the system that you'd put an offer in.
0:22:20 > 0:22:23- She said, "I had to phone them!" - Yes, she did.
0:22:23 > 0:22:25The Farndens are pleased,
0:22:25 > 0:22:28but Dave knows nothing is a done deal just yet.
0:22:28 > 0:22:30When you accept an offer, there are two things - the number
0:22:30 > 0:22:33and the ability to proceed.
0:22:33 > 0:22:37And I would suggest very strongly that the ability to deliver
0:22:37 > 0:22:40the offer is of far greater importance
0:22:40 > 0:22:41than the actual offer itself.
0:22:44 > 0:22:47'I'm somebody who doesn't say a lot at viewings, anyway.'
0:22:47 > 0:22:50You've got your central heating boiler, you've got your plumbing
0:22:50 > 0:22:54for your washing machine, you've got power for your fridge freezer.
0:22:54 > 0:22:55'They know it's the kitchen.
0:22:55 > 0:22:58'You explain different little things to people,
0:22:58 > 0:23:00'but I don't change my patter much.
0:23:00 > 0:23:02'You can't race around with Mr and Mrs Farnden.'
0:23:02 > 0:23:06With all due respect, they are older than God's dog and they are not
0:23:06 > 0:23:09in the best of health and they want to walk around at their own pace.
0:23:09 > 0:23:13- MRS FARNDEN:- We've always wanted a bungalow. Well, the last few years.
0:23:13 > 0:23:15It's just perfect.
0:23:15 > 0:23:17She gets a great picture on her telly, though!
0:23:17 > 0:23:18Have you seen her aerial?
0:23:18 > 0:23:21- Oh, dear! - THEY LAUGH
0:23:21 > 0:23:24I'm really pleased with it. Really pleased.
0:23:24 > 0:23:27Fingers crossed.
0:23:27 > 0:23:29The Farndens have had the family home on the market
0:23:29 > 0:23:33for three years, but shifting it has been a problem.
0:23:33 > 0:23:37We've sold this house three or four times.
0:23:37 > 0:23:41But when we sold it we couldn't get a bungalow.
0:23:41 > 0:23:44- Then we got a bungalow and we couldn't sell it! - HE LAUGHS
0:23:44 > 0:23:50We've been married 50 years, but we've been together 54 years.
0:23:50 > 0:23:54It's too big for us now. It's only me and my husband.
0:23:54 > 0:23:57- It's time to move.- It's a shame, because it's been a lovely house.
0:23:57 > 0:23:59We've been very happy here.
0:23:59 > 0:24:02I'm hoping nothing goes wrong,
0:24:02 > 0:24:05because we've really got our hearts set on this one.
0:24:05 > 0:24:08We'd be just absolutely devastated.
0:24:14 > 0:24:17In Exeter, there are just seven weeks left
0:24:17 > 0:24:20until Lewis is due to complete on the sale of Willeys Avenue.
0:24:20 > 0:24:22Go, go, go.
0:24:24 > 0:24:27And there's a rival due date on exactly the same day,
0:24:27 > 0:24:30with his wife expecting their third child.
0:24:30 > 0:24:32Two girls.
0:24:32 > 0:24:36Ava is currently the youngest, and we've got a boy due,
0:24:36 > 0:24:39so, yeah, we've got our hands full.
0:24:39 > 0:24:41Haven't we, Ava?
0:24:41 > 0:24:42Dictaphone.
0:24:42 > 0:24:44'It's going to be crazy.'
0:24:44 > 0:24:47I'm trying not to think about it, because it's going to be absolutely nuts.
0:24:47 > 0:24:51For now, Lewis is trying to concentrate on work.
0:24:51 > 0:24:56At Willeys Avenue, early interest from newlywed Steve has fizzled out,
0:24:56 > 0:25:00So a new plan is afoot to drum up more viewers.
0:25:00 > 0:25:03We're doing an open home this Saturday on Welcome House,
0:25:03 > 0:25:04Willeys Avenue.
0:25:04 > 0:25:07We've gone offers over 200, so we brought it down 20.
0:25:07 > 0:25:11We've done new photos and the idea is to get more buyers through
0:25:11 > 0:25:14the door, create more interest and hopefully, yeah, get a sale.
0:25:20 > 0:25:25Willeys Avenue seller Sam stands to lose £5,000 on her new build deposit
0:25:25 > 0:25:28if her sale doesn't go through.
0:25:28 > 0:25:31Time to badger Lewis.
0:25:31 > 0:25:34- Finlay, Raffer, Sam, hello.- Hello.
0:25:34 > 0:25:36I've come to talk to you about Saturday.
0:25:36 > 0:25:39'I genuinely think one of my skills is being able to relate to
0:25:39 > 0:25:42'different people in different walks of life.'
0:25:42 > 0:25:43Rafferty!
0:25:44 > 0:25:48'I went from comprehensive school to a private international school
0:25:48 > 0:25:50'in Spain and you're dealing with'
0:25:50 > 0:25:5215-year-old Russians that drive BMWs,
0:25:52 > 0:25:55so I've had sort of both worlds.
0:25:55 > 0:25:58You have to be extremely chameleon-like.
0:25:58 > 0:26:01Have you had any other people enquiring about coming on Saturday?
0:26:01 > 0:26:03- Not yet, no.- So just one person?
0:26:03 > 0:26:06One person, but if you look at the week,
0:26:06 > 0:26:09Mondays are always slow for people booking in for the week.
0:26:09 > 0:26:12The busiest days will be Thursday and Friday and even on the Saturday,
0:26:12 > 0:26:15- you'd be surprised the amount people who'll call up in the morning.- Yeah.
0:26:15 > 0:26:19- I think I'd be really gutted if we don't sell it.- I'll be devastated.
0:26:19 > 0:26:22- Mm.- Um... Devastated.
0:26:22 > 0:26:24Sell our house for us, please.
0:26:24 > 0:26:27SHE LAUGHS
0:26:27 > 0:26:29- No pressure or anything! - No pressure.
0:26:38 > 0:26:44- Back in the land of the uber-rich... - No, no, no, no, no...
0:26:44 > 0:26:46Rubbish. It's individual units.
0:26:46 > 0:26:49Gary is prepping for his next meeting with his particular
0:26:49 > 0:26:51style of man management.
0:26:51 > 0:26:54Exactement. Tu m'as pas dit ca. I can do whatever you like, you know me.
0:26:58 > 0:27:03The volume of brochures and boxes we deal with, it's quite big.
0:27:03 > 0:27:08If Gary comes down and sees this room in this actual state,
0:27:08 > 0:27:10I'm going to be in trouble.
0:27:10 > 0:27:12Luckily, he's quite busy right now.
0:27:12 > 0:27:16Can you remember what you have to do? What do you have to do?
0:27:16 > 0:27:20My relationship with Gary, it's a little bit of love/hate.
0:27:22 > 0:27:24Much more love than hate, of course.
0:27:24 > 0:27:29Hate...goes off quickly. Love remains here.
0:27:29 > 0:27:31Bleeding Spanish twerp.
0:27:31 > 0:27:35Can you see if Jeremy is upstairs?
0:27:37 > 0:27:38And can you ask him to buzz me?
0:27:40 > 0:27:43- You're very mean to Alistair, Gary. - Yes, because he deserves it.
0:27:43 > 0:27:45He's much cleverer than he pretends to be.
0:27:45 > 0:27:48He's as lazy as the day is long.
0:27:48 > 0:27:50Thank you, bye.
0:27:51 > 0:27:55Upper Brook Street.
0:27:57 > 0:28:00We're now going to see one of my more important clients
0:28:00 > 0:28:05about quite a substantial property in south-west London.
0:28:05 > 0:28:07More than that, I'm not allowed to say.
0:28:07 > 0:28:10For those interested in London property,
0:28:10 > 0:28:13a postcode has little to do with the Royal Mail -
0:28:13 > 0:28:16it can be a badge of status and aspiration.
0:28:16 > 0:28:19And for the super-rich,
0:28:19 > 0:28:23there are only a small handful of postcodes that really count.
0:28:23 > 0:28:25The best postcodes in London are generally the Belgravia area,
0:28:25 > 0:28:27which is generally SW1.
0:28:27 > 0:28:30Parts of Chelsea and Knightsbridge, which are SW3,
0:28:30 > 0:28:33particularly Knightsbridge. Then Mayfair, W1...
0:28:35 > 0:28:37Then Holland Park, W11 and W14.
0:28:39 > 0:28:42You're going the wrong way, Kuki - we're going to Wilton Crescent.
0:28:42 > 0:28:44No, I didn't want to go down...
0:28:45 > 0:28:49Making sure Gary arrives on time and in perfect working order,
0:28:49 > 0:28:54- his loyal chauffeur, Kuki. - Let's go this way - take a left.
0:28:54 > 0:28:57- That's going back into traffic. - Trust me, take a left.
0:28:57 > 0:29:00Do a zigzag right and left...
0:29:00 > 0:29:01Why are we stopping here, Kuki?
0:29:01 > 0:29:04- You've got to take me down there. - I can't go down there.
0:29:05 > 0:29:09It is a demanding job, because things like going to the little boys' room,
0:29:09 > 0:29:12you have to hold, you have to hold.
0:29:12 > 0:29:17You can't just wander off, trying to look for the toilet somewhere.
0:29:17 > 0:29:19Knowing that Gary could come out at any minute...
0:29:19 > 0:29:21I've known him for ten years now.
0:29:21 > 0:29:24To me, he's like a bigger brother, he's a few years older than me,
0:29:24 > 0:29:27so I respect anything he says and I will not question anything.
0:29:27 > 0:29:32At his age, at 60, he's a very fit individual.
0:29:32 > 0:29:34He is a very fit individual. Mentally.
0:29:36 > 0:29:40One of today's appointments is at a refurbished five-storey
0:29:40 > 0:29:43mansion house in a prime London hotspot.
0:29:44 > 0:29:46This is a spectacularly
0:29:46 > 0:29:50and newly-built house in Charles Street in Mayfair.
0:29:50 > 0:29:54In fact, the only retained bit is the facade.
0:29:54 > 0:29:58The house is about 14,000 square feet.
0:29:58 > 0:30:01My firm has recently sold four houses
0:30:01 > 0:30:04in the order of let's say £40-£60 million.
0:30:04 > 0:30:09In every single case, the profile of the purchaser was young,
0:30:09 > 0:30:11in their mid-20s.
0:30:13 > 0:30:17The property has been fully specced-out to his client's exacting standards.
0:30:17 > 0:30:20Gary has come to check it's up to scratch.
0:30:22 > 0:30:26This is the principal drawing-room. Which...
0:30:26 > 0:30:30leads on to a terrace and then the mews house.
0:30:31 > 0:30:36We have about 13 bathrooms and guest toilets in this house.
0:30:36 > 0:30:39They are all spectacularly done.
0:30:39 > 0:30:42All beautifully done with marble throughout.
0:30:43 > 0:30:47One would call this Chanel chic.
0:30:49 > 0:30:54- What does that mean? - It means...exactly what it says.
0:30:54 > 0:30:55Chanel and chic.
0:30:55 > 0:30:59In other words, what it means is it's very elegant,
0:30:59 > 0:31:03it's top of the range, it's refined and very chic.
0:31:03 > 0:31:06Tell me what the price of the house is.
0:31:06 > 0:31:08We're quoting £39,500,000.
0:31:10 > 0:31:13One will find there are a lot of Arabs who like to be in Mayfair,
0:31:13 > 0:31:16particularly Qatari families.
0:31:16 > 0:31:19Both the Arab world and the Eastern European world...
0:31:21 > 0:31:23People can be worth tens of...
0:31:23 > 0:31:26Hundreds of millions, billions, tens of billions of pounds.
0:31:29 > 0:31:32The super rich look for immediate gratification.
0:31:32 > 0:31:33When I started in this business,
0:31:33 > 0:31:36I always thought that people would be more
0:31:36 > 0:31:41interested in creating their own home for themselves,
0:31:41 > 0:31:46but I soon realised that the super-rich neither have time nor
0:31:46 > 0:31:51patience, nor really do they care about effectively pocket change.
0:31:51 > 0:31:56Very wealthy people want to move into a house immediately,
0:31:56 > 0:31:58fully furnished and what they don't like,
0:31:58 > 0:32:01the little that they don't like, they will change.
0:32:01 > 0:32:05Rooms like the swimming pool, the gymnasium, the family rooms
0:32:05 > 0:32:10and the cinema are probably the most important things.
0:32:10 > 0:32:13Do you ever get concerned that you won't sell properties?
0:32:17 > 0:32:18Come on, let's go.
0:32:22 > 0:32:25For Gary, selling houses is a no-brainer.
0:32:25 > 0:32:28But in Exeter, the pressure is on for Lewis,
0:32:28 > 0:32:30who is gearing up for the big Saturday.
0:32:31 > 0:32:36Can I get a breakfast sausage, egg and cheese sub on Italian, please?
0:32:37 > 0:32:39I think I've nailed it. The breakfast sub.
0:32:41 > 0:32:46Sausage, eggs, cheese, tomato, black olives, light mayo.
0:32:46 > 0:32:50- It's not completely balanced!- You have a great point! I'm not balanced!
0:32:50 > 0:32:51It's not balanced!
0:32:51 > 0:32:55When I'm at home, it's like I've got children and a wife
0:32:55 > 0:32:58and a mortgage and then when I come here, it's a chance for me
0:32:58 > 0:33:02- to say, "What up, y'all?" - Yeah, it's like...- It's a chance...
0:33:02 > 0:33:06- He's on day release, basically! - I think it is like that!
0:33:06 > 0:33:10This morning, it's time for open house on Willeys Avenue.
0:33:10 > 0:33:13I'm pumped up.
0:33:13 > 0:33:16We've got the open house which I've been dreaming about all night.
0:33:16 > 0:33:18I had one dream when no-one turned up.
0:33:18 > 0:33:20Which I know shouldn't happen, really.
0:33:20 > 0:33:22But if no-one turns up today, I'm not going to lie,
0:33:22 > 0:33:24it's going to be hard to spin.
0:33:30 > 0:33:34With the house reduced to just over £200,000,
0:33:34 > 0:33:38Lewis's nerves are soon calmed as potential buyers come flocking.
0:33:38 > 0:33:42- Have you seen it online?- Yes, I have. I've been following it online.
0:33:42 > 0:33:46- You have?- Yes, ever since it came on the market.
0:33:46 > 0:33:48- You're Lewis?- I'm Lewis.
0:33:48 > 0:33:51Best advice I'd give is you get built-in blinds
0:33:51 > 0:33:54so you get your privacy, no-one can see in.
0:33:54 > 0:33:59- Hello, Tanya. You all right? - How are you?- Good to see you.
0:33:59 > 0:34:00I do that with all the buyers!
0:34:01 > 0:34:04- This is quite nice. - Yes, really nice finish.
0:34:04 > 0:34:09I'm a first-time buyer, so I want to buy as soon as possible, really.
0:34:09 > 0:34:11I think when you compare it to what else is on the market,
0:34:11 > 0:34:16there's one on Parkhurst Road for 220, it blows them out of the water.
0:34:16 > 0:34:20We really liked it, it's done immaculately well.
0:34:20 > 0:34:24- It's move-in-able.- You want my card, Becky? Pleasure to meet you.
0:34:24 > 0:34:27- Good luck at school! - Thank you very much!
0:34:27 > 0:34:31- How many people have we had through so far?- Sets of buyers...
0:34:31 > 0:34:33One, two, three...four.
0:34:34 > 0:34:39It's going well, but not everyone is enamoured with the open house.
0:34:39 > 0:34:42It could do with a bit of grass outside.
0:34:42 > 0:34:45Well, it's on for 200.
0:34:45 > 0:34:50And I'd have thought 185, really, is what we'd be looking at.
0:34:50 > 0:34:51There's enough interest there for me
0:34:51 > 0:34:56to think that we're going to get at least one offer or two. From today.
0:34:56 > 0:34:59So in that case, I think it's been a success.
0:35:01 > 0:35:04That very afternoon, an offer comes in.
0:35:04 > 0:35:07Time to phone vendor Sam with the news.
0:35:07 > 0:35:08Hi, Sam - it's Lewis.
0:35:09 > 0:35:11First-time buyers, they've come in,
0:35:11 > 0:35:16they've reiterated they're ready to go, desperate to move, 201,000.
0:35:16 > 0:35:19Lewis has a cash buyer, offering asking price.
0:35:19 > 0:35:23But now, Sam wants them to up it to 205,000.
0:35:23 > 0:35:27It's up to Lewis to work his magic by phoning the eager buyer.
0:35:27 > 0:35:30Genuinely, we're probably giving it away at 205.
0:35:30 > 0:35:31And its own...
0:35:32 > 0:35:36Yes, if I didn't think it was a good deal, I'd tell you.
0:35:38 > 0:35:39Any time!
0:35:41 > 0:35:43It's done, 205.
0:35:43 > 0:35:47One phone call and Lewis has upped the price by four grand,
0:35:47 > 0:35:50earning him a cool £3,000 commission.
0:35:50 > 0:35:54# Tonight
0:35:54 > 0:35:58# We are young
0:35:58 > 0:36:01# So let's set the world on fire... #
0:36:01 > 0:36:07But with one in three sales falling through, it's not over just yet.
0:36:10 > 0:36:12Back in the Northeast...
0:36:17 > 0:36:19All set for the day.
0:36:20 > 0:36:24Lynne sees the unique property on Byers Green as a marketing
0:36:24 > 0:36:27challenge only an estate agent could ever tackle.
0:36:27 > 0:36:30Some people try to sell the house themselves with a poster
0:36:30 > 0:36:33in the window or a home-made board stuck in the garden.
0:36:33 > 0:36:36They haven't got the marketing power an estate agent has
0:36:36 > 0:36:39and the knowledge about how to promote a property.
0:36:39 > 0:36:42You can't put your house on the majority of the websites we can,
0:36:42 > 0:36:46the database of clients that we have, the newspaper advertising...
0:36:46 > 0:36:49If you were trying to do all that on your own,
0:36:49 > 0:36:51you wouldn't be able to do it.
0:36:51 > 0:36:53Yet, despite all her expertise,
0:36:53 > 0:36:56Lynne is struggling to get any interest in Sue's home.
0:36:56 > 0:37:00No enquiries about it, even. Nothing.
0:37:00 > 0:37:02Resilient Lynne's next stop
0:37:02 > 0:37:05is to pool the creative forces of her crack team.
0:37:05 > 0:37:08I'm just wondering what we can do to get this house moved on.
0:37:10 > 0:37:14- But progress is slow. - I've been down, I've spoken to her.
0:37:14 > 0:37:17We've done the floor plan, we've done more photographs.
0:37:19 > 0:37:21Posters in the car window.
0:37:23 > 0:37:26I don't think that's a bad idea, though, if the house is sticking.
0:37:26 > 0:37:28Put posters in the back window.
0:37:28 > 0:37:30That idea that you've just had...
0:37:30 > 0:37:32So if we've got houses that are sticking,
0:37:32 > 0:37:34we could have it laminated...
0:37:34 > 0:37:36Joe, don't laugh!
0:37:36 > 0:37:39- You think it's funny, don't you? - People do it all the time.
0:37:39 > 0:37:40People do it with cars...
0:37:40 > 0:37:43- Of course they do.- Kittens.- Yeah!
0:37:43 > 0:37:47And some of them little suckers and then I'll put them in the windows.
0:37:47 > 0:37:50I can put one on either side, in the back windows.
0:37:50 > 0:37:53Jo's thinking we've lost the plot, don't you?
0:37:53 > 0:37:56Ten minutes in and they've nailed it -
0:37:56 > 0:37:59stick a laminated poster in a car window.
0:37:59 > 0:38:02Is there anybody who you can think of if...
0:38:04 > 0:38:06Would actually go and have a look?
0:38:08 > 0:38:10Anybody at all?
0:38:14 > 0:38:17Having had her house on sale for four years,
0:38:17 > 0:38:21vendor Sue has come to hear their new plan of attack.
0:38:21 > 0:38:23I'm trying to think of different ways,
0:38:23 > 0:38:25something what we can do for your house to try
0:38:25 > 0:38:29and think of anything - we've had a bit of a brainstorm this morning.
0:38:29 > 0:38:31You know we've taken fresh photographs...
0:38:31 > 0:38:35- I haven't seen them, Lynne. - Have you not?- No.
0:38:37 > 0:38:40They look nice, those, and I cannot say that they don't.
0:38:40 > 0:38:42The room sizes look great.
0:38:42 > 0:38:44It's immaculate.
0:38:44 > 0:38:47- Look at the size of that kitchen. - Well, you're selling it to me!
0:38:48 > 0:38:49I don't have to sell it to you!
0:38:49 > 0:38:52I've got to sell it to the man in the street!
0:38:53 > 0:38:56Lynne is confident she's winning Sue over.
0:38:56 > 0:38:59She still has one more marketing trick up her sleeve.
0:38:59 > 0:39:04- 'Externally, to the front of the property...'- Moving images.
0:39:04 > 0:39:07'Internally, the central hallway opens into three reception rooms,
0:39:07 > 0:39:11'including the lounge, incorporating decorative coving...'
0:39:11 > 0:39:15- Oh, that's absolutely fantastic! - Do you like it?- I think it's so good.
0:39:15 > 0:39:19- Fantastic. Because that really... - It brings it to life!
0:39:19 > 0:39:22It's different from still photographs. It really...
0:39:22 > 0:39:26It's as if you're walking around the house. Thanks very much, Lynne.
0:39:26 > 0:39:29I'm delighted with that. Absolutely delighted.
0:39:29 > 0:39:31What a stroke of genius thinking!
0:39:31 > 0:39:33It is!
0:39:33 > 0:39:35See you later!
0:39:35 > 0:39:38Right, and would you consider pets in there?
0:39:38 > 0:39:39She's got a dog.
0:39:39 > 0:39:43Given the go-ahead, eager beaver Philippa wastes no time
0:39:43 > 0:39:47- getting her genius campaign under way.- That's really good!
0:39:47 > 0:39:51I like this because it makes it look a little bit more prestigious.
0:39:51 > 0:39:54You've done a good job there.
0:39:54 > 0:39:58As soon as the new car comes, it'll go in the window. So, wahey!
0:39:59 > 0:40:00Mm!
0:40:02 > 0:40:05Meanwhile, back in Hodge Hill, Birmingham...
0:40:05 > 0:40:09# To give you all that I do
0:40:09 > 0:40:10# I bet you someday that baby... #
0:40:10 > 0:40:12That makes you smile, doesn't it?
0:40:12 > 0:40:16You're trying to keep a straight face, but Wham! makes you smile!
0:40:16 > 0:40:19# But you know that I'll forgive you
0:40:19 > 0:40:22# Just this once, twice, for ever
0:40:22 > 0:40:25- # Cos baby... # - Oh, Wham! at the NEC.
0:40:25 > 0:40:29I had my hair lightened because of George Michael!
0:40:31 > 0:40:33Dave's clients, Mr and Mrs Farndon
0:40:33 > 0:40:36have had their offer accepted on this bungalow.
0:40:36 > 0:40:39But their having an offer accepted and the property being
0:40:39 > 0:40:42taken off the market are two very different things.
0:40:42 > 0:40:46Just because you want to buy something off me, don't think I'm going to sugar-coat it.
0:40:46 > 0:40:48I want to buy a new Aston Martin DB9.
0:40:48 > 0:40:50I can walk in and I can make an offer for it.
0:40:50 > 0:40:54But the guy's not going to take it out of the showroom until I walk in there with a cheque, is he?
0:40:54 > 0:40:56Actually, until the cheque's cashed.
0:40:56 > 0:41:00The Farndons' own house sale has stalled.
0:41:00 > 0:41:02Their buyers haven't come up with the cash,
0:41:02 > 0:41:05without which, they can't exchange on the bungalow.
0:41:05 > 0:41:09- So Dave has found another interested party.- You'll like it.
0:41:09 > 0:41:13- You've viewed a couple, haven't you? - A couple.- That's the one, yes.
0:41:13 > 0:41:16Meet Paul and Carol Farmer.
0:41:16 > 0:41:20They are cash buyers ready to move and desperate for a bungalow.
0:41:20 > 0:41:22Lounge is nice, nice garden as well.
0:41:22 > 0:41:26"Hot buyers", in estate agent speak.
0:41:26 > 0:41:29- It's lovely and private, isn't it? - Quite nice.
0:41:29 > 0:41:32Get your bikini out, love, you'll be fine out there,
0:41:32 > 0:41:35- nobody will be able to see you. - It's lovely.
0:41:35 > 0:41:38Because of the nature of the beast with the bungalows,
0:41:38 > 0:41:41they all need such a lot of work doing to them, don't they?
0:41:41 > 0:41:44At least here, this is one you can move into and
0:41:44 > 0:41:47if you want to change the wallpaper, you can.
0:41:47 > 0:41:49And you can get in touch and make an offer this afternoon?
0:41:49 > 0:41:53We can speak to her, get hold of her and her son very quickly, yes.
0:41:53 > 0:41:56Thank you very much. It's lovely.
0:41:56 > 0:41:59We'll be in touch this afternoon, one way or the other.
0:41:59 > 0:42:00No worries, take care.
0:42:00 > 0:42:03You could tell they were interested, yes. They're a nice couple.
0:42:03 > 0:42:05I expect them to come back to us this afternoon and make an offer.
0:42:05 > 0:42:11# I don't want your freedom I don't want... #
0:42:11 > 0:42:14Dave may be optimistic - the Farndons, however, have no
0:42:14 > 0:42:19idea their dream home is still on the market. And still being viewed!
0:42:19 > 0:42:22- We didn't know that.- We didn't know that.- Because I said...
0:42:22 > 0:42:26I put that offer in and it was accepted.
0:42:26 > 0:42:29I would expect it to come off the market.
0:42:29 > 0:42:32He did say they would take it off the market.
0:42:32 > 0:42:35- How would you feel about losing out to another...?- That would be...
0:42:36 > 0:42:40- ..Catastrophic! - That's going to be stressful.
0:42:42 > 0:42:45Stressful it may be, but Dave's only done what any estate agent
0:42:45 > 0:42:49would do in the dog-eat-dog property world.
0:42:49 > 0:42:53Much as Mr and Mrs Farndon love that bungalow, as much as we believe
0:42:53 > 0:42:58that their desire was to buy that bungalow, they weren't in a position
0:42:58 > 0:43:01to buy that bungalow because nobody was buying their house.
0:43:01 > 0:43:04Yes, they've got someone saying yes, they wanted to buy their house,
0:43:04 > 0:43:08but it hadn't gone far enough through to give us some comfort.
0:43:10 > 0:43:13We do not act for the purchaser. We act for the seller.
0:43:13 > 0:43:14We act for the vendor.
0:43:14 > 0:43:17She's the one I take instructions from and she's the one
0:43:17 > 0:43:20that's going to cut a cheque to me when her house is sold.
0:43:22 > 0:43:26# Tonight
0:43:26 > 0:43:30# We are young... #
0:43:30 > 0:43:35In Exeter, Lewis has a new dilemma - choosing a name for his baby.
0:43:35 > 0:43:37It's funny, because at the moment we both
0:43:37 > 0:43:40agree that we like the name Finley, but I like it spelt with an "a"
0:43:40 > 0:43:45and my wife likes it spelt with an "e". So neither will give in.
0:43:45 > 0:43:48- How do you spell Finley, anyway? - With an "a" or an "e".
0:43:48 > 0:43:49No, as in F-I...
0:43:49 > 0:43:51F-I-N-L-A-Y
0:43:51 > 0:43:53or L-E-Y.
0:43:54 > 0:43:57What about Charlie?
0:43:57 > 0:43:58George!
0:43:58 > 0:44:03Just something really striking, like Strider!
0:44:03 > 0:44:07- Strider's cool!- Strider! - I like Strider!- Strider!
0:44:07 > 0:44:10- Strider Rossiter!- Strider. The name's Strider - Strider Rossiter!
0:44:10 > 0:44:12"Strider. Yes, sir."
0:44:12 > 0:44:14- That works. - If he becomes an actor...
0:44:14 > 0:44:16"Starring Strider Rossiter..."
0:44:16 > 0:44:18What if they just want to work at Poundland?
0:44:20 > 0:44:23On the work front, Willeys Avenue has hit a snag.
0:44:23 > 0:44:27The buyers Lewis talked up to 205,000 have pulled out
0:44:27 > 0:44:30and the deadline is fast approaching.
0:44:30 > 0:44:33In the meantime, I've got in touch with the other interested
0:44:33 > 0:44:37parties that viewed the property on the day at the open house.
0:44:37 > 0:44:40One in particular has come back and offered.
0:44:40 > 0:44:44We've renegotiated up to pretty much what they had before.
0:44:44 > 0:44:47Do you want to go and have a look at the digger?
0:44:47 > 0:44:49That's going to be our new house there, look!
0:44:49 > 0:44:52With an agreed price of 202,500,
0:44:52 > 0:44:55the new buyer also meets Sam's approval.
0:44:55 > 0:44:59It's a lovely family with two children, and I'm so happy that it's gone to someone like that,
0:44:59 > 0:45:02because we've been so happy in that house with our children.
0:45:02 > 0:45:06But the sale still needs to go through the solicitors - and fast.
0:45:06 > 0:45:09I can't see there's going to be a reason why we shouldn't move,
0:45:09 > 0:45:11it's just that in my head I can't imagine that
0:45:11 > 0:45:13I will be living here in 10 days' time!
0:45:26 > 0:45:30- What time is it, Kuki? - It's 10.37 now.
0:45:30 > 0:45:33In London, Gary has another important meeting.
0:45:33 > 0:45:36Can I have the keys, Kuki, please? Are we just two of us?
0:45:36 > 0:45:40Up for grabs, an entire six-storey townhouse.
0:45:40 > 0:45:44It's attracting developers keen to make some serious money.
0:45:44 > 0:45:46Let me open these up.
0:45:47 > 0:45:52Less than five minutes walk from Harrods, Eaton Place, Belgravia, SW1
0:45:52 > 0:45:55is one of the world's most exclusive postcodes.
0:45:57 > 0:46:02- How much do you want for this? - Circa 27 million. This and the mews.
0:46:02 > 0:46:03- As it is?- As it is.
0:46:03 > 0:46:06'The developer has to make a profit.
0:46:06 > 0:46:10'He has to buy at a level where he can purchase the property,'
0:46:10 > 0:46:14pay all the costs relating to the purchase of the property,
0:46:14 > 0:46:19spend money in the refurbishment of the building of the new product
0:46:19 > 0:46:22and make a 20 or 25% developers' profit.
0:46:25 > 0:46:28The property has been left un-modernised
0:46:28 > 0:46:31and divided into several flats.
0:46:31 > 0:46:36I've brought the whole thing in for a client of mine who intended giving
0:46:36 > 0:46:41the whole building and the mews behind to a sister and his mother.
0:46:41 > 0:46:43However, they didn't want to live in Belgravia,
0:46:43 > 0:46:47they wanted to live in Hampstead, so this is surplus to requirements.
0:46:47 > 0:46:49If Gary achieves his asking price,
0:46:49 > 0:46:53he stands to walk away with more than £500,000 commission.
0:46:55 > 0:46:58The problem is, he can't get into one of the apartments.
0:46:58 > 0:47:00I bet they've been cut badly.
0:47:02 > 0:47:04Where's the other key? Let's try that.
0:47:04 > 0:47:07I shall be back in a minute.
0:47:07 > 0:47:10This key tag 13. Key tag 13.
0:47:12 > 0:47:14Whilst waiting for the new keys,
0:47:14 > 0:47:17Gary distracts them by taking them around the rest of the property.
0:47:17 > 0:47:20You end up with five or six bedrooms,
0:47:20 > 0:47:22depending on how you configure.
0:47:22 > 0:47:24Double reception at first-floor level which
0:47:24 > 0:47:27we haven't got into, two reception rooms at the ground floor level.
0:47:27 > 0:47:29Going through the ground floor,
0:47:29 > 0:47:32you connect to the main first floor of the mews.
0:47:32 > 0:47:36Above that, you have two staff bedrooms and a kitchen for staff.
0:47:36 > 0:47:38PHONE RINGS
0:47:38 > 0:47:40Yes, Kuki?
0:47:40 > 0:47:42Yes, Kuki.
0:47:45 > 0:47:47Well, they are all there,
0:47:47 > 0:47:49I'm not taking no for an answer.
0:47:49 > 0:47:51They are all there.
0:47:51 > 0:47:52Thank you.
0:47:56 > 0:48:01Gary won't be able to do this deal without showing the entire property.
0:48:07 > 0:48:09Do you have them, Kuki?
0:48:11 > 0:48:13Trusty Kuki to the rescue.
0:48:15 > 0:48:18It's stressful when keys don't fit!
0:48:18 > 0:48:21Three sets, I had to pick the set that didn't work.
0:48:21 > 0:48:25This becomes one garden. Extra floor in the mews.
0:48:25 > 0:48:28That becomes a reception room, family room...
0:48:29 > 0:48:34Gary has priced this 6-storey doer-upper at £27 million...
0:48:35 > 0:48:38..but the developer has other ideas.
0:48:44 > 0:48:46Which means?
0:48:51 > 0:48:52How can that be?
0:49:02 > 0:49:04Well, we have to beg...
0:49:04 > 0:49:06We have to disagree.
0:49:06 > 0:49:07I'll give you a buzz this afternoon...
0:49:07 > 0:49:12Gary and the developer are about £10 million adrift and with such
0:49:12 > 0:49:16big profit margins at stake, neither is prepared to back down.
0:49:16 > 0:49:19- You drive a hard bargain in those meetings, Gary.- Do I?
0:49:21 > 0:49:24I don't like people being stupid.
0:49:24 > 0:49:25Or clever.
0:49:31 > 0:49:34In County Durham, Lynne is wheeling out the big guns
0:49:34 > 0:49:36to shift the unsellable house.
0:49:36 > 0:49:40# No income tax, no VAT
0:49:40 > 0:49:43# No money back, no guarantee
0:49:43 > 0:49:46# Black or white, rich or broke
0:49:46 > 0:49:51# We'll cut prices at a stroke
0:49:51 > 0:49:53# God bless Hooky Street
0:49:53 > 0:49:55# Viva Hooky Street... #
0:49:55 > 0:49:58With suction-mounted laminates on a three-wheeled van,
0:49:58 > 0:50:03Lynne's hoping all interested parties will form an orderly queue.
0:50:03 > 0:50:06We've got a difficult house, what else can we do over
0:50:06 > 0:50:09and above the standard stuff that any estate agent does?
0:50:09 > 0:50:11What can we do to be different?
0:50:11 > 0:50:14What can we do to attract some sort of attention?
0:50:14 > 0:50:18So, hey-ho, I think we are going above
0:50:18 > 0:50:22and beyond what anybody else would do to try and achieve a sale.
0:50:22 > 0:50:25Driving this car isn't easy, either - no power steering,
0:50:25 > 0:50:28I can hardly reach the pedals, just with my toes!
0:50:29 > 0:50:31And I'm sweating!
0:50:34 > 0:50:37With Lynn taking care of business in the car park,
0:50:37 > 0:50:39it's club night for Sue.
0:50:39 > 0:50:44# And you to me Are soft as summer rain at dawn
0:50:47 > 0:50:52# ..Begins to crumble But love will never die. #
0:50:54 > 0:50:59And a perfect opportunity to flog her self-styled glamour pad.
0:50:59 > 0:51:01Anybody want to buy a house?
0:51:01 > 0:51:03Does anybody want to buy a house?
0:51:05 > 0:51:08Six months on, Sue's house is still for sale
0:51:08 > 0:51:10and waiting for its sixth viewer.
0:51:14 > 0:51:16Back in Birmingham...
0:51:16 > 0:51:20I don't think estate agents are thought of that badly as much as they...
0:51:20 > 0:51:23I think a lot of people have caught us up and surpassed us.
0:51:23 > 0:51:27I think estate agents, whilst we want to shoot a banker,
0:51:27 > 0:51:31for making our life so impossible at the moment,
0:51:31 > 0:51:33we also want to pat him on the back
0:51:33 > 0:51:37and say, "Now you're having some of the crap we've had for the last 30 years!"
0:51:37 > 0:51:39In the office, it's bungalow-gate,
0:51:39 > 0:51:43with the rival second viewers bidding against the Farndons.
0:51:43 > 0:51:45I'll put that offer forward.
0:51:45 > 0:51:48I don't think it's going to be acceptable,
0:51:48 > 0:51:50we have got other interest in the property, so...
0:51:52 > 0:51:53No.
0:51:53 > 0:51:58- Luckily for the Farndons, the new bid is a no-hoper.- Bye.
0:51:59 > 0:52:02It's £15,000 under the asking price.
0:52:02 > 0:52:05With their own house sale finally going through,
0:52:05 > 0:52:07they are now able to come up with the money.
0:52:07 > 0:52:12The good news is the Farndon sale has proceeded.
0:52:12 > 0:52:16Now, this sold sign on the board, the Farndons are the buyer.
0:52:18 > 0:52:22I am sure in the past Mr and Mrs Farndon would quite happily have thrown darts at pictures of me.
0:52:22 > 0:52:27Right now, I'm probably third or fourth on their Christmas card list.
0:52:27 > 0:52:30Because they got this bungalow, you know! It's the way it goes.
0:52:30 > 0:52:33Never get too high on highs or too low on the lows.
0:52:33 > 0:52:35Never take it to heart.
0:52:36 > 0:52:38After 25 years in their old home,
0:52:38 > 0:52:43the only problem now is what to pack. And what to ditch!
0:52:43 > 0:52:46- No, it's not going in there.- It is. - It's not.- Oh, yes, it is!
0:52:49 > 0:52:51Sandra likes it, so...
0:52:51 > 0:52:53We ain't got a chance, have we? Eh?
0:52:53 > 0:52:55We have not got a chance!
0:52:55 > 0:52:58Have you seen that on the fridge, what I bought her on the fridge?
0:52:58 > 0:53:02Now you understand why we ain't got a chance!
0:53:08 > 0:53:12In Exeter, Lewis's office is on target to achieve
0:53:12 > 0:53:14their most profitable month ever.
0:53:14 > 0:53:17All that needs to happen is for Willeys Avenue to go through
0:53:17 > 0:53:20- by the end of the day. - So, Willeys Avenue...
0:53:20 > 0:53:26It's all on the solicitors. They've got to pull it out of the bag today.
0:53:26 > 0:53:29We've done everything we can to get to the dance.
0:53:29 > 0:53:31How confident are you feeling?
0:53:31 > 0:53:36I reckon I'm about 75/25 it's going to happen.
0:53:36 > 0:53:40- Everything is in place, we've just got to...- Pray.
0:53:40 > 0:53:42No, I'm an atheist, I'm not going to pray.
0:53:47 > 0:53:48I actually feel sick.
0:53:51 > 0:53:55Sam's critical ten-week deadline ends at 5pm.
0:53:55 > 0:53:58We're still packing up and we genuinely don't know
0:53:58 > 0:54:01if we're going to complete today and our deadline is still today.
0:54:01 > 0:54:04The seller has said, you know, categorically, that we're not having
0:54:04 > 0:54:08it unless we complete today, so we are doing everything in our power.
0:54:08 > 0:54:11Sam's solicitors are still processing the money from her
0:54:11 > 0:54:15house sale, but time is running out.
0:54:15 > 0:54:17Hello?
0:54:18 > 0:54:20Hello!
0:54:20 > 0:54:23OK, thank you.
0:54:23 > 0:54:24Oh, my God!
0:54:24 > 0:54:26They've got the money in and they've sent it,
0:54:26 > 0:54:29they've got three minutes till the deadline.
0:54:29 > 0:54:30- And... - BANG
0:54:30 > 0:54:32Why does that door keep banging?
0:54:33 > 0:54:36Can somebody not put a stop on it or something?
0:54:36 > 0:54:39Um, there's three minutes to go before the deadline.
0:54:41 > 0:54:42Hi, Paul - how are we?
0:54:42 > 0:54:47- How are we looking?- All Lewis can do is hassle Sam's solicitors.
0:54:47 > 0:54:50That's fine, I'll leave you to it...
0:54:50 > 0:54:54OK. Good. Speak to you later. Bye.
0:54:54 > 0:54:56So you're feeling confident, then?
0:54:56 > 0:54:59OK, I'm feeling a little confident, but again,
0:54:59 > 0:55:02it's out of my hands, I can't control it, OK?
0:55:02 > 0:55:05I can't, you can't...
0:55:05 > 0:55:08The worst part of the job is when something falls through
0:55:08 > 0:55:09and there's nothing you can do.
0:55:09 > 0:55:13I've had to be on the phone and I've had people crying, people sat in
0:55:13 > 0:55:17front of me crying because the buyer has pulled out - it's very emotional.
0:55:18 > 0:55:20PHONE RINGS
0:55:20 > 0:55:22But finally...
0:55:22 > 0:55:23Hello?
0:55:25 > 0:55:27Oh!
0:55:27 > 0:55:29Get the corks out, everybody!
0:55:29 > 0:55:30It's completed.
0:55:31 > 0:55:35So we're moving. For God's sake! Bradleys - this is Lewis.
0:55:35 > 0:55:38We've done it!
0:55:38 > 0:55:40We've completed! Yeah.
0:55:40 > 0:55:42We're moving!
0:55:44 > 0:55:47Lewis did sell a house in the ten weeks, he's kept it all
0:55:47 > 0:55:51together, he's been the cement that's kept the bricks in place.
0:55:51 > 0:55:54If it wasn't for him, there's no way in a normal situation this
0:55:54 > 0:55:57would have happened, it just wouldn't.
0:55:57 > 0:56:00He works like a Trojan and just keeps going
0:56:00 > 0:56:02and going to get things done.
0:56:02 > 0:56:04He's been brilliant.
0:56:07 > 0:56:08I knew it was going to be close,
0:56:08 > 0:56:11but I didn't think it would be that close.
0:56:11 > 0:56:14- Pure relief.- T in team! Yay!
0:56:14 > 0:56:16To the E-A-M in team!
0:56:17 > 0:56:20All I wanted was to come in, shut the door and say, "It's ours"
0:56:20 > 0:56:24and it is, so I've got what I wanted and I'm really happy.
0:56:24 > 0:56:27Just spoke to one of the directors of the company and said to them that
0:56:27 > 0:56:32it's probably the biggest achievement since I've been at Bradleys.
0:56:32 > 0:56:35The most profitable month this office has ever done.
0:56:37 > 0:56:38Job done.
0:56:43 > 0:56:45Right, so we get to the hospital...
0:56:46 > 0:56:49But having delivered the goods on the work front,
0:56:49 > 0:56:52two days later, there's one final deal to close.
0:56:53 > 0:56:56This isn't a rehearsal!
0:56:56 > 0:56:58That's not false.
0:57:00 > 0:57:03And 1 hour 18 minutes later,
0:57:03 > 0:57:06baby Rossiter has finally arrived.
0:57:06 > 0:57:09Will he be Finley with an "a" or an "e"?
0:57:09 > 0:57:12Or perhaps Strider?
0:57:12 > 0:57:14This is Cohen Rossiter,
0:57:14 > 0:57:16nine pounds two.
0:57:16 > 0:57:21Delivered in about five minutes in a hot tub and...
0:57:21 > 0:57:24He's the first in the bloodline,
0:57:24 > 0:57:26he will carry the bloodline on.
0:57:27 > 0:57:29BABY COHEN BURPS
0:57:31 > 0:57:35By the time the baby was born, we didn't have a name,
0:57:35 > 0:57:37still debates going back and forth.
0:57:37 > 0:57:39Hudson was flying out there.
0:57:39 > 0:57:41There were still talks of Finlay.
0:57:41 > 0:57:44And then Ness just briefly mentioned what about Cohen?
0:57:44 > 0:57:48We Googled if there was a Cohen Rossiter in existence, there's not.
0:57:48 > 0:57:51Thought that's pretty good. It's been a huge month.
0:57:51 > 0:57:53With...
0:57:53 > 0:57:56With all the exchanges
0:57:56 > 0:57:58and going down to the wire and then just having Cohen
0:57:58 > 0:58:01at the end of it... Just tips it all off, doesn't it?
0:58:01 > 0:58:04Been a crazy, crazy month.
0:58:11 > 0:58:16- Next time...- We've put the house on the market at £8,200,000.
0:58:16 > 0:58:20- It's not a very high price, really. - We follow the estate agent highs...
0:58:20 > 0:58:22- She's paying cash. - And lows.
0:58:22 > 0:58:25I'd have to be David Bailey to get this place looking presentable.
0:58:25 > 0:58:29And find out if working in the cut-throat capital
0:58:29 > 0:58:30is all it's cracked up to be.
0:58:30 > 0:58:33The press would have you believe that everything is fantastic
0:58:33 > 0:58:36and all-singing and all-dancing, and unfortunately,
0:58:36 > 0:58:37they're talking absolute crap.