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 > 0:00:14Many of us say they are our least favourite professionals.
0:00:14 > 0:00:17The customer's always right, aren't they? No!
0:00:17 > 0:00:20Yet 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 > 0:00:25Yes, we're off!
0:00:25 > 0:00:27They are the estate agents.
0:00:27 > 0:00:30You'd get a better response if you say you're a mass murderer.
0:00:30 > 0:00:34What 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 > 0:00:41It needs everything doing to it.
0:00:41 > 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 > 0:00:52My firm has recently sold four houses of, let's say,
0:00:52 > 0:00:5440 to £60 million.
0:00:54 > 0:00:57It's knock-down prices with Lynne in County Durham.
0:00:57 > 0:01:01It went to auction with a starting bid of £1.
0:01:01 > 0:01:03There's straight-talking Dave in Birmingham.
0:01:03 > 0:01:06So when I tell you you're not getting it,
0:01:06 > 0:01:08don't come crying back to me saying I'd have gone 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 > 0:01:20Caroline, Andy and Darren.
0:01:20 > 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 > 0:01:30As an estate agent, I could class it as a wet room.
0:01:30 > 0:01:35..and find out what's really going on in the UK's crazy property market.
0:01:35 > 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 > 0:01:43Welcome to estate agency.
0:01:43 > 0:01:44HE HOWLS LIKE A WOLF
0:01:56 > 0:01:58Exeter is home to Lewis Rossiter,
0:01:58 > 0:02:01a 31-year-old branch manager at Bradleys.
0:02:04 > 0:02:06He's an agent who's not afraid
0:02:06 > 0:02:09to bring his unique enthusiasm to the job.
0:02:09 > 0:02:13In a world where Willeys Avenue has an open house,
0:02:13 > 0:02:16one man decided to sell it.
0:02:16 > 0:02:19HE HUMS DRAMATIC TUNE
0:02:19 > 0:02:24Lewis, how did the viewings go? They're OK!
0:02:24 > 0:02:27I got an offer. What's the offer? Oh, no, reject, reject.
0:02:27 > 0:02:29DRAMATIC TUNE
0:02:29 > 0:02:32Coming this summer. Willeys Avenue.
0:02:34 > 0:02:39He may not take life too seriously, but he's proud of his profession.
0:02:39 > 0:02:43An estate agent is as important as a football agent or movie agent
0:02:43 > 0:02:46or it's that, you know,
0:02:46 > 0:02:51wedge in-between dealing with two sets of people, being that
0:02:51 > 0:02:55buffer, and I don't think estate agents are going away any time soon.
0:02:57 > 0:03:01A thriving profession needs a thriving property market,
0:03:01 > 0:03:03and Exeter has just that.
0:03:05 > 0:03:08Typically, Lewis sells Victorian terraced houses
0:03:08 > 0:03:11for up to £170,000.
0:03:11 > 0:03:13They're going to go to first-time buyers,
0:03:13 > 0:03:15they're going to go to people looking to downsize.
0:03:15 > 0:03:17They're going to go to buy-to-let investors,
0:03:17 > 0:03:20so you've got a wide range of buyers that it appeals to.
0:03:20 > 0:03:21It's a busy year,
0:03:21 > 0:03:26and the annual office awards are looming for all 33 branches.
0:03:26 > 0:03:29Having successfully turned a failing office around, Lewis is
0:03:29 > 0:03:34gunning for two major prizes, including Office of the Year.
0:03:34 > 0:03:36I am desperate to win it.
0:03:36 > 0:03:38I mean, you're talking about an office that
0:03:38 > 0:03:41a lot of the people in the company wanted to close down because it
0:03:41 > 0:03:44wasn't making money, and now we're currently number two out of 33.
0:03:44 > 0:03:46PHONE RINGS
0:03:46 > 0:03:50So we are well above what we should be doing.
0:03:50 > 0:03:52So if we can win Office of the Year, it would be my dream.
0:03:52 > 0:03:55So that comes in December.
0:03:55 > 0:03:57Um... Hi, Jonathan.
0:03:57 > 0:04:01Competition is stiff, but not everyone feels the pressure.
0:04:01 > 0:04:04Would you guys like to win Office of the Year?
0:04:04 > 0:04:06I wouldn't mind. We wouldn't mind winning an award, would we, Sal?
0:04:06 > 0:04:09- No, not at all.- Take it on the chin. - Yeah.
0:04:09 > 0:04:12At last year's ceremony, Lewis definitely
0:04:12 > 0:04:14made his mark on the company.
0:04:14 > 0:04:18Last year at the Christmas party, Lewis won Employee of the Year.
0:04:18 > 0:04:21It resulted in him getting really drunk.
0:04:21 > 0:04:24He was on the sofas and there were a few of the directors
0:04:24 > 0:04:27just by the door, and I went over to see him
0:04:27 > 0:04:31and he was just sick everywhere, all over the sofa, all over the floor.
0:04:31 > 0:04:32It was really embarrassing.
0:04:32 > 0:04:34And he just kept saying, "All night, dude,
0:04:34 > 0:04:37"I was just sick in Head Office."
0:04:37 > 0:04:39It was so funny.
0:04:41 > 0:04:45Keen to make a different kind of impression this year,
0:04:45 > 0:04:48Lewis is eager to impress his managers in their monthly meeting.
0:04:50 > 0:04:53Area manager Darren and managing director Francis
0:04:53 > 0:04:55arrive to crunch some numbers.
0:04:55 > 0:04:57- Good morning.- Morning, Lewis.
0:04:57 > 0:04:59- Francis.- How are you?
0:04:59 > 0:05:00Mr Regional Manager.
0:05:02 > 0:05:04If you look where we were a year ago,
0:05:04 > 0:05:07I mean, it's... I would have dreamed at this sort of figure
0:05:07 > 0:05:11and now it's become expected now, do you know what I mean?
0:05:11 > 0:05:12That's what's quite cool.
0:05:12 > 0:05:14Lewis has smashed his monthly targets
0:05:14 > 0:05:19and he's cruising towards an annual office profit of over 70 grand.
0:05:19 > 0:05:23Plus 38. By the end of September, you're going to be on 56.
0:05:23 > 0:05:25That was my dream figure for this year.
0:05:25 > 0:05:28Which puts you nicely,
0:05:28 > 0:05:30nicely on track for the 72 at the end of the year.
0:05:30 > 0:05:33Would that win me Office of the Year, do you think, at this stage?
0:05:33 > 0:05:35It's tight, because I know Exmouth, Paignton.
0:05:35 > 0:05:37- It all depends, doesn't it? - How they do.
0:05:37 > 0:05:39There's other people around.
0:05:39 > 0:05:42Obviously, last year was a great year for me, to a degree,
0:05:42 > 0:05:44but I won Employee of the Year.
0:05:44 > 0:05:47And I don't think anyone can... No-one's ever done that twice
0:05:47 > 0:05:50in a row, so I'm ruling myself out of that, but Manager of the Year...
0:05:50 > 0:05:53Obviously, I've got more staff this year,
0:05:53 > 0:05:55I've become more of a manager of people. You know, what...
0:05:55 > 0:05:57It's not necessarily just managing.
0:05:57 > 0:06:00It is managing the office, but it's adding all the other bits as well,
0:06:00 > 0:06:03conveyance referrals, mortgage referrals.
0:06:03 > 0:06:04And that's the thing that's going to get
0:06:04 > 0:06:06judged on for the Office of the Year as well.
0:06:06 > 0:06:09If you can be seen to just make that jump,
0:06:09 > 0:06:11that's the sort of thing that's really going to help you.
0:06:11 > 0:06:15He first off has to promise not to be sick at Head Office again.
0:06:15 > 0:06:17Yeah, no, I'm not going to throw up in Head Office again.
0:06:17 > 0:06:20You know, a young guy, I've learnt from my mistakes.
0:06:20 > 0:06:23I've, you know, I've changed my drink, I'm a G&T man now.
0:06:23 > 0:06:25So that won't happen again.
0:06:25 > 0:06:28But, no, I think, yeah, I'm gunning for it, I want it,
0:06:28 > 0:06:30I want it so bad, Darren, I want Office of the Year,
0:06:30 > 0:06:33Manager of the Year, never done before, both of the awards together.
0:06:33 > 0:06:36- Has it been done before?- Yes. - Yeah, it has, yes.
0:06:36 > 0:06:38- Yeah.- By you? - No.- No, no, no.
0:06:38 > 0:06:42- How many times have you won it? - Manager of the Year, I've won once.
0:06:42 > 0:06:44- Once?- Yeah. - It's quite exciting, isn't it?
0:06:44 > 0:06:45- It is.- I'm excited.
0:06:52 > 0:06:55For some agents, it's less about winning awards
0:06:55 > 0:06:58and more about winning business.
0:06:58 > 0:07:00In Birmingham, Dave Simms works a busy patch
0:07:00 > 0:07:03in a predominantly Asian community.
0:07:03 > 0:07:06He's not only up against rival agents,
0:07:06 > 0:07:10but sellers wanting to cut the agent out altogether.
0:07:10 > 0:07:12There's a lot of private sales in Washwood Heath and Alum Rock
0:07:12 > 0:07:16and Ward End. Asian community, they sell into a community.
0:07:16 > 0:07:19So they do a lot of business down the mosque, they do
0:07:19 > 0:07:22a lot of business in the local supermarket.
0:07:22 > 0:07:24And, of course, they try not to pay people like me
0:07:24 > 0:07:26to do the business for them.
0:07:26 > 0:07:31It's estimated that around 5% of vendors bypass the agent
0:07:31 > 0:07:36to sell privately - something Dave's familiar with.
0:07:36 > 0:07:38There are two ways you can sell a house.
0:07:38 > 0:07:42You can sell one through an agent or you can sell it privately.
0:07:42 > 0:07:45I have no objection to him doing it.
0:07:45 > 0:07:47But in the long run, it will cost him, not save him.
0:07:47 > 0:07:50He'll think it's saving him, but it's costing him.
0:07:50 > 0:07:53And the reason for that is whether it was myself or another good
0:07:53 > 0:07:56agent, if the agent does the job right, he's going to open
0:07:56 > 0:08:02the pool of available buyers to a lot more people than a fancy,
0:08:02 > 0:08:07you know, six sheets of A4 paper coloured in in his window.
0:08:10 > 0:08:11Hungry to beat the opposition,
0:08:11 > 0:08:15Dave's off to see a potential seller in the hope
0:08:15 > 0:08:17he'll win the instruction.
0:08:17 > 0:08:19We need to jut have a sit down first, if we may.
0:08:19 > 0:08:21Yeah. Yeah, on to the right there.
0:08:21 > 0:08:24- OK, thank you. So you're on the move, are you?- Hope so.
0:08:24 > 0:08:26Where are you off to, anywhere nice?
0:08:26 > 0:08:29A little bit further away, Tamworth way, maybe. Lichfield.
0:08:29 > 0:08:31Have you been here long?
0:08:31 > 0:08:35- 30 years.- It's people like you that keep me out of business.
0:08:35 > 0:08:37You're supposed to move every seven years.
0:08:37 > 0:08:39So this is what I plan to do -
0:08:39 > 0:08:42have a quick mooch around the house, take a few notes.
0:08:42 > 0:08:46Downstairs, upstairs. I go outside and do my thinking.
0:08:46 > 0:08:49- I come back and confirm everything to you verbally.- OK.
0:08:49 > 0:08:50OK, lovely.
0:08:50 > 0:08:55Pad and pen at the ready, Dave starts totting up.
0:08:55 > 0:08:57Was it two rooms when you came here, was it?
0:08:57 > 0:09:00- Yeah, it was, yeah.- Yeah, and then you opened it up?- Yeah.- Yeah.
0:09:03 > 0:09:07- The extension, is that something you've had done in your time?- Yeah.
0:09:07 > 0:09:09Yeah. Approximately how long was that?
0:09:09 > 0:09:11- 20 years.- Oh, 20 years.
0:09:15 > 0:09:18So what will this three-bed house be worth?
0:09:20 > 0:09:23As far as value goes, you know,
0:09:23 > 0:09:28we've sold the two just down the road here in the last six months.
0:09:28 > 0:09:33We got 125 for one, we got 135 for the other, so if this was my home,
0:09:33 > 0:09:38I think I'd be suggesting anywhere between 135 and 140
0:09:38 > 0:09:41as an asking price, and probably as a valuation
0:09:41 > 0:09:43I'd hope that you'd get 135.
0:09:43 > 0:09:46I don't know what your own thoughts were, hopes or...
0:09:46 > 0:09:48- I was expecting 150. - You were expecting 150.
0:09:48 > 0:09:51Maybe to be drop... I know I'm not going to get 150.
0:09:51 > 0:09:53Yeah. Yeah, sure. You're not going to get 150.
0:09:53 > 0:09:55- No, no. - I mean, that's the reality.
0:09:55 > 0:09:57- You've asked me here today to value it.- Yeah.
0:09:57 > 0:09:59Rather than endorse your opinion of it.
0:09:59 > 0:10:03- I don't think anybody's going to cut you a cheque for 150.- Yeah.
0:10:03 > 0:10:06Good, well, listen, nice meeting you and...
0:10:06 > 0:10:08'I think I did OK.'
0:10:08 > 0:10:10I think I told her the right figures.
0:10:10 > 0:10:15Now, whether the right figures are what she wanted to hear, who knows?
0:10:15 > 0:10:18That's one of the problems that an estate agent has.
0:10:20 > 0:10:23In one sense, he's being asked to go and value the house
0:10:23 > 0:10:28and give her an honest opinion of what that house is worth, but
0:10:28 > 0:10:31on the flip side he also wants the job, he wants to actually - he wants
0:10:31 > 0:10:35to gain the instruction, otherwise what's the point of him going out?
0:10:35 > 0:10:40So where does the honesty of the valuation stop
0:10:40 > 0:10:43and the salesman take over?
0:10:44 > 0:10:48How does anybody choose an estate agent?
0:10:48 > 0:10:52Some people choose on value, the guy who tells them the most money.
0:10:52 > 0:10:56Some people choose on fees, who's got the lowest fee.
0:10:56 > 0:10:59Some people just like the bloke who came round.
0:10:59 > 0:11:00Some people like the girl that come round.
0:11:00 > 0:11:04Good pair of legs, I'll instruct her. Nice fella, I'll instruct him.
0:11:04 > 0:11:07What are the most important things, do you think, that are going
0:11:07 > 0:11:10to influence you making your decision?
0:11:10 > 0:11:11The one who tells me the most.
0:11:13 > 0:11:15The one who values it at the most.
0:11:15 > 0:11:18That's the one I'll go with.
0:11:18 > 0:11:20Unless, like I say, unless we sell it privately.
0:11:24 > 0:11:26Valuations can be a hit or miss affair.
0:11:26 > 0:11:29Typically, just over a third convert to an instruction.
0:11:31 > 0:11:33But win or lose,
0:11:33 > 0:11:37Dave is looking to the future in the form of eight new-build homes.
0:11:37 > 0:11:40Well, this is something that's quite different for us
0:11:40 > 0:11:43because there's so little new build in Hodge Hill - in fact,
0:11:43 > 0:11:46there's no new build in Hodge Hill, so when you get invited
0:11:46 > 0:11:50to become a part of something like this, it's interesting.
0:11:50 > 0:11:53This type of development fulfils an urgent need
0:11:53 > 0:11:55for new housing across the whole of Britain.
0:11:55 > 0:11:58New-build homes bring new business to agents,
0:11:58 > 0:12:01providing they're the right design.
0:12:01 > 0:12:05The builder, from his first layout that he came to us with,
0:12:05 > 0:12:08all open-plan, that we divorced the rooms
0:12:08 > 0:12:11and we got the multi reception rooms because, again,
0:12:11 > 0:12:15we envisaged they're going to be, you know, Pakistani people
0:12:15 > 0:12:18who buy these and they'll want that multi reception room housing.
0:12:18 > 0:12:20They won't want that big open-plan housing.
0:12:20 > 0:12:23Yeah, if we'd have left it to the builder, we'd have had
0:12:23 > 0:12:26just open-plan houses that wouldn't have sold very well.
0:12:26 > 0:12:30These are the best eight houses in Hodge Hill.
0:12:30 > 0:12:33They're everything that we've been told for the last 20 years
0:12:33 > 0:12:35people wanted in this area.
0:12:35 > 0:12:39So we've now given them what they want, now they've got to buy them.
0:12:40 > 0:12:43For the last few months, we've followed the highs
0:12:43 > 0:12:45and lows of agents across the country.
0:12:46 > 0:12:49180 miles north of Birmingham,
0:12:49 > 0:12:53and selling shiny new-builds isn't the main concern of the morning.
0:12:55 > 0:12:58Well, we obviously all have company cars.
0:12:58 > 0:13:01This is mine, covered in snow, as you can see.
0:13:03 > 0:13:06Lynne Blaney is an estate agent who does daily battle with
0:13:06 > 0:13:08the Northeast weather.
0:13:08 > 0:13:12The windscreen wipers are actually stuck on the windscreen.
0:13:12 > 0:13:14Whey-hey, there we go.
0:13:14 > 0:13:17It's just a tool for me to do the job.
0:13:17 > 0:13:19I need it every single day.
0:13:19 > 0:13:23If I didn't have it and it was off the road for whatever reason,
0:13:23 > 0:13:26I'd be office bound, couldn't do my job.
0:13:26 > 0:13:29No, it's an essential part of an estate agent's job.
0:13:29 > 0:13:32It's not the most glamorous start to a working day,
0:13:32 > 0:13:37and Lynne's mind often drifts to life as an agent further south.
0:13:37 > 0:13:40If I had a really smart car, you know,
0:13:40 > 0:13:45something like a nice Audi TT, that would be rather nice.
0:13:46 > 0:13:49You know, you see these estate agents down London on the telly
0:13:49 > 0:13:52and they're in their flash TTs and you think,
0:13:52 > 0:13:56"Whoa, lovely, like that."
0:13:56 > 0:13:59Doesn't happen very often in the Northeast, unfortunately.
0:14:02 > 0:14:06Lynne works a diverse patch across the Northeast.
0:14:06 > 0:14:11She sells a wide variety of housing stock, including the good,
0:14:11 > 0:14:13the bad and the ugly.
0:14:13 > 0:14:16Some of the places that we actually have
0:14:16 > 0:14:20properties on the market in is Ferryhill,
0:14:20 > 0:14:24and there's certain areas in Ferryhill get nicknamed the Bronx.
0:14:25 > 0:14:27It's not as bad as the Bronx in America, mind.
0:14:27 > 0:14:30It's nowhere near like that.
0:14:30 > 0:14:34And then over in Chilton, where we're going to now,
0:14:34 > 0:14:39part of this gets nicknamed "the dark side".
0:14:41 > 0:14:43What's Spennymoor's nickname?
0:14:43 > 0:14:45A nice place to be.
0:14:49 > 0:14:53We are coming into "the dark side".
0:14:57 > 0:15:01We used to regularly get these little houses on the market.
0:15:01 > 0:15:04The last one that we did actually sell was at the top end
0:15:04 > 0:15:06on the right-hand side,
0:15:06 > 0:15:09and I think it sold for about 16, 16 to 18 grand.
0:15:11 > 0:15:15Historically, it was always a really nice little place to live,
0:15:15 > 0:15:18a very close-knit community.
0:15:18 > 0:15:21Your mum lived round the corner, your sister, your brother,
0:15:21 > 0:15:24your friends, and everybody knew everybody
0:15:24 > 0:15:27and it was really a nice place to be.
0:15:27 > 0:15:32But over the last ten years, opportunist developers moved in.
0:15:32 > 0:15:36Sensing a bargain, they snapped up rows of cheap houses.
0:15:37 > 0:15:40There was a lot of investors from out of the area and even
0:15:40 > 0:15:44out of the country who purchased properties round here because
0:15:44 > 0:15:48they were cheap, and they were given to agents out of the area.
0:15:48 > 0:15:52And the agents were putting any type of tenant in just to get them
0:15:52 > 0:15:56occupied and, shall we say, they were of the lesser quality
0:15:56 > 0:16:01tenant who gradually pulled the area down and gave it a bad reputation.
0:16:01 > 0:16:04And then that affects everybody else in the area,
0:16:04 > 0:16:08and that's how it's ended up the way it is.
0:16:09 > 0:16:12In a bid to improve the patch, the council implemented a
0:16:12 > 0:16:17Compulsory Purchase Order, buying up properties and demolishing the lot.
0:16:17 > 0:16:21There used to be a row of terraced houses on this side, and then you've
0:16:21 > 0:16:24got the tarmacked path, which was the little rear lane,
0:16:24 > 0:16:27and then you used to have a row of terraced houses
0:16:27 > 0:16:29where the other green patch is.
0:16:29 > 0:16:33I would imagine that we are a world away from what
0:16:33 > 0:16:37happens in the south of the country, you know, like London,
0:16:37 > 0:16:43et cetera, and I would find it hard to believe that London agents
0:16:43 > 0:16:46would ever come into areas like this.
0:16:46 > 0:16:48They may do but, in my mind,
0:16:48 > 0:16:51I don't think they would ever know things like this existed.
0:16:56 > 0:17:00Back in Exeter, one of Lewis's regulars has popped in.
0:17:00 > 0:17:03Julia Willox is a savvy landlady
0:17:03 > 0:17:07who already owns 13 houses and three flats.
0:17:07 > 0:17:09She's hungry for her next project.
0:17:11 > 0:17:13Hi, guys. Kieran, how's it going?
0:17:13 > 0:17:17Yeah, very well, thank you. Well, as well as it can be.
0:17:17 > 0:17:20- So, a house.- A house.
0:17:20 > 0:17:24The market is really buoyant in terms of loads of buyers,
0:17:24 > 0:17:27but there's a lack of stuff coming on.
0:17:27 > 0:17:30Is there anything that I can have a look at that, you know,
0:17:30 > 0:17:31may hit the boxes?
0:17:31 > 0:17:35The only one I've got left, really, Victorian terrace,
0:17:35 > 0:17:37is the one on Beaufort Road.
0:17:37 > 0:17:40Julia's a no-nonsense buyer.
0:17:40 > 0:17:42She's after a Victorian terrace for under 200,000.
0:17:42 > 0:17:47The one on Beaufort Road has been refurbished,
0:17:47 > 0:17:50so you don't have to touch anything.
0:17:50 > 0:17:52Three double bedrooms upstairs, so it's got potential.
0:17:52 > 0:17:54This isn't a typical buy for Julia.
0:17:54 > 0:17:58She's not looking for herself, but for a lucky family member.
0:17:58 > 0:18:02For my 18th birthday present, my mum has offered - she gave me
0:18:02 > 0:18:05two options, actually - one to buy me
0:18:05 > 0:18:07a house for my 18th birthday present,
0:18:07 > 0:18:09or go travelling around the world,
0:18:09 > 0:18:14and I decided to go ahead and sort of look at buying my own house.
0:18:14 > 0:18:18I don't know anybody else that's sort of having their mum
0:18:18 > 0:18:20buy their own property.
0:18:20 > 0:18:22I do feel really fortunate in that sense,
0:18:22 > 0:18:26and have the opportunity to go ahead and sort of start my life young.
0:18:26 > 0:18:31Buying a house for her son holds particular importance for Julia.
0:18:31 > 0:18:33For me, a home is really important
0:18:33 > 0:18:36because as a child I didn't feel I had a stable home.
0:18:36 > 0:18:39I mean, I left my parents' house when I was 12 years old
0:18:39 > 0:18:41and went to live with my nan,
0:18:41 > 0:18:45and then left there when I was 16 and went to Italy to work.
0:18:45 > 0:18:48This is not all about me giving him the house.
0:18:48 > 0:18:52He needs to show me that actually he is responsible.
0:18:52 > 0:18:57The skills and the experience that a person needs to acquire,
0:18:57 > 0:19:01you tend to only acquire them through living independently.
0:19:03 > 0:19:06Tasked with finding the perfect pad,
0:19:06 > 0:19:10Lewis is showing Julia and Kieran a house he hopes will impress.
0:19:10 > 0:19:14- I don't like the front door.- You don't?- No.- You can change that.
0:19:14 > 0:19:17It's not the most promising start,
0:19:17 > 0:19:20and Lewis hasn't even got them through the door.
0:19:25 > 0:19:27Yeah, the girls said about this the other day.
0:19:27 > 0:19:29They locked you out, you see.
0:19:29 > 0:19:32There you go, see, it's easy.
0:19:32 > 0:19:34Let me just grab this.
0:19:36 > 0:19:41This three-bedroom house is on for just under 165,000.
0:19:41 > 0:19:44To be fit for an 18th birthday present
0:19:44 > 0:19:47and a discerning buyer, it's got to be spot on.
0:19:47 > 0:19:50- Little skirting boards. - Yeah.
0:19:50 > 0:19:52Nice kitchen.
0:19:54 > 0:20:00Location, location, location - three words close to Julia's heart.
0:20:00 > 0:20:03This is one of the reasons why I didn't like the houses down here,
0:20:03 > 0:20:04because of the railway line.
0:20:04 > 0:20:06If you jump up over there, what's on the other side?
0:20:06 > 0:20:09You've got the car park for the gym.
0:20:09 > 0:20:12Oh, oh, we went behind there once, I can remember.
0:20:12 > 0:20:15That's where rough sleepers sleep. Yeah.
0:20:19 > 0:20:23Interesting. The back garden's a big no.
0:20:23 > 0:20:27- The doors are a big no, and the street's a big no.- Yeah.
0:20:27 > 0:20:30Lots of noes. And no character features.
0:20:30 > 0:20:33I mean, you can put in fireplaces, I suppose.
0:20:33 > 0:20:36- It's got air vents. - Yeah, yeah, so you can put them in.
0:20:36 > 0:20:38Buyers are more switched on than ever.
0:20:38 > 0:20:40You cannot fool buyers these days.
0:20:40 > 0:20:42You know, they know exactly what you paid for it,
0:20:42 > 0:20:43when you bought it.
0:20:43 > 0:20:46You just don't bullshit them. I mean, that's the thing.
0:20:46 > 0:20:48Oh, a horrible view.
0:20:50 > 0:20:54- This is le master bedroom, as we say in France.- Ah.
0:20:55 > 0:21:00Even at the tender age of 18, Kieran is no easier to please.
0:21:00 > 0:21:03But overall verdict, what's your overall verdict?
0:21:03 > 0:21:07- No.- No.- Yes.- OK. - It's not home.
0:21:07 > 0:21:10It's not like a home, is it, it doesn't feel homely.
0:21:10 > 0:21:13- You don't get that homely feeling. - Well, at least we looked.
0:21:13 > 0:21:15Yeah. Another one to add to the list.
0:21:15 > 0:21:18That's the main thing, isn't it?
0:21:22 > 0:21:25East of Exeter lies the metropolis of London,
0:21:25 > 0:21:29where house prices come with considerably more noughts.
0:21:29 > 0:21:31Maeve, three things, number one,
0:21:31 > 0:21:33can I go to France on the weekend I've sent you?
0:21:33 > 0:21:35Estate agent Gary Hersham
0:21:35 > 0:21:40sells some of the capital's most eye-wateringly expensive homes.
0:21:40 > 0:21:43If you own a house in Avenue Road, a house in Eaton Square
0:21:43 > 0:21:47and a house in St James, it's not one shot, it's three shots.
0:21:47 > 0:21:51An established property player of prime central London, Gary's
0:21:51 > 0:21:54an agent who's an experienced multi-tasker.
0:21:54 > 0:21:56I've got to go to another appointment, Michael.
0:21:56 > 0:21:58I've got 27 appointments today.
0:21:58 > 0:22:03I enjoy my work enormously. I enjoy my private time enormously.
0:22:03 > 0:22:06I enjoy my wife and my children, my family enormously.
0:22:06 > 0:22:09We are very hard-working and very diligent.
0:22:09 > 0:22:12But the biggest complaint all of them have is I never stop working.
0:22:12 > 0:22:15Simon, c'est moi, c'est Gary.
0:22:15 > 0:22:17My phone is almost always on.
0:22:17 > 0:22:19Oh, exactement. Tu ne m'as pas dit ca.
0:22:19 > 0:22:21I can do whatever you like, you know me.
0:22:21 > 0:22:24I feel very lost without my iPad or my telephone.
0:22:24 > 0:22:28I can barely hear you now, there's lots of background noises.
0:22:28 > 0:22:31- This information...- I'm trying to make a conference call.
0:22:34 > 0:22:37Can you make sure there's some sandwiches at 1.30 for me
0:22:37 > 0:22:38and David Bername?
0:22:42 > 0:22:44100%. A million per cent.
0:22:44 > 0:22:48For an agent as busy as Gary, there is little time to stop and refuel.
0:22:48 > 0:22:51And can you cancel that?
0:22:51 > 0:22:55Luckily, office aide Ernesto is waiting in the pit stop.
0:22:58 > 0:23:00Gary drinks a lot of cups of teas.
0:23:00 > 0:23:05He drinks, like, six, ten, 12 cups of teas.
0:23:05 > 0:23:08No, sorry, it's not cups of teas, it's cup of tea, isn't it,
0:23:08 > 0:23:10the plural, isn't it?
0:23:10 > 0:23:13He drinks, like ten, 12 cups of tea every day.
0:23:15 > 0:23:19Can I go back to my client and say if you accept 78 million,
0:23:19 > 0:23:21effectively, he will do the deal.
0:23:21 > 0:23:24Will you at least help me on that basis?
0:23:24 > 0:23:28He might be surrounded by clients with expensive taste,
0:23:28 > 0:23:31but Gary's palate is decidedly down to earth.
0:23:31 > 0:23:37Gary likes to drink PG with a dash of milk, British breakfast,
0:23:37 > 0:23:38English breakfast.
0:23:40 > 0:23:43This cup of tea is for Gary.
0:23:43 > 0:23:46It is his first cup of tea.
0:23:46 > 0:23:51Working for a tireless boss, Ernesto reflects on Gary's focus.
0:23:51 > 0:23:56Gary is a person fully oriented to business.
0:23:56 > 0:23:59Business, business, business and work.
0:23:59 > 0:24:04Working hard, working lots of hours every day.
0:24:04 > 0:24:10And he's a person that goes straight to the point, straight to business.
0:24:10 > 0:24:16No time for nonsense, no time for silliness, it's just business.
0:24:16 > 0:24:18Business and work and work.
0:24:18 > 0:24:23OK, I cannot do it for less than 1% for reasons that must be
0:24:23 > 0:24:25obvious with these Russian guys and their introducing source.
0:24:25 > 0:24:28So whatever happens, I need a 1% fee.
0:24:28 > 0:24:32I am driven by making sure I don't lose a sale.
0:24:32 > 0:24:36I enjoy my work enormously, and my work relates to success,
0:24:36 > 0:24:41my work relates to closing deals and being able to satisfy myself
0:24:41 > 0:24:45I've done everything I possibly can not to have lost the deal.
0:24:47 > 0:24:51As London prices rocket, business is booming for Gary.
0:24:51 > 0:24:54He's on the hunt for a new member of staff,
0:24:54 > 0:24:58and he hopes Monica Zadiketer is the girl for him.
0:24:58 > 0:25:00Tell me what you do.
0:25:00 > 0:25:02I'm a PA for a Kuwaiti family.
0:25:02 > 0:25:06One second, one second. What's your nationality?
0:25:06 > 0:25:11Lithuanian. How do you pronounce your last name? Zidi... Zi...
0:25:11 > 0:25:13Zadiketer. It's a Lithuanian name.
0:25:14 > 0:25:17- Strange name.- I guess.
0:25:19 > 0:25:23Initially, I came here to study, so I've done my BSE management.
0:25:23 > 0:25:25- Are you married? Engaged? - I have a partner.
0:25:25 > 0:25:30Yeah, OK. So effectively married, aren't you?
0:25:30 > 0:25:32Yeah, well..
0:25:32 > 0:25:36Niceties out of the way, Gary goes for the jugular.
0:25:37 > 0:25:39OK, what salary do you want?
0:25:41 > 0:25:46That's quite a tricky question. I would say 30 grand.
0:25:46 > 0:25:48So 25 to 30.
0:25:48 > 0:25:52- Yeah.- OK.
0:25:52 > 0:25:55And within the blink of an eye, it's game over.
0:25:55 > 0:25:57Thank you very much indeed.
0:25:57 > 0:26:00If I say thank you in...in Lithuanian?
0:26:00 > 0:26:01Aciu.
0:26:01 > 0:26:03Aciu. Aciu.
0:26:05 > 0:26:08You are most welcome, what can I say?
0:26:08 > 0:26:11I was quite nervous, actually.
0:26:11 > 0:26:14I think he was very straightforward, exactly to the point,
0:26:14 > 0:26:17and I hope I answered everything that he wanted to know.
0:26:20 > 0:26:23He knows what he wants and what he's looking for,
0:26:23 > 0:26:27and I guess that's why he's so successful.
0:26:30 > 0:26:31Monica wasn't offered the job,
0:26:31 > 0:26:34but Gary remains focused on the bigger picture.
0:26:36 > 0:26:39I hope to be able to expand my business rather than
0:26:39 > 0:26:43shrink my business over the next few years, and hopefully even
0:26:43 > 0:26:46when I'm 65 or perhaps a little bit older than that I'll still have the
0:26:46 > 0:26:51same energy levels and desire to sell property as I do today.
0:27:05 > 0:27:09Back in Exeter, Lewis is limbering up for a meeting with Kate,
0:27:09 > 0:27:12and a strategic discussion about the awards.
0:27:12 > 0:27:14OK. So we've got...
0:27:14 > 0:27:17so this is communication for September from the board,
0:27:17 > 0:27:20Office of the Year updates, still Shaldon are in front, we're second.
0:27:20 > 0:27:22And then behind us we've got Exmouth
0:27:22 > 0:27:24and Paignton, who are doing great business.
0:27:24 > 0:27:26Budleigh, I see them climbing up.
0:27:26 > 0:27:29To get number one, we've got to have the most amazing end to the year.
0:27:29 > 0:27:32Do you think you'll get Manager of the Year?
0:27:32 > 0:27:34You had Employee of the Year last year, didn't you?
0:27:34 > 0:27:37It'd be pretty sweet. We've got to up our conveyancing,
0:27:37 > 0:27:39we've got to up our mortgage referrals.
0:27:39 > 0:27:42What do we get for winning Office of the Year then if we did win it?
0:27:42 > 0:27:44Kudos is number one, which is pretty big.
0:27:44 > 0:27:46What's kudos?
0:27:46 > 0:27:50- It's, you know, well done, you know. - Oh, like handshakes and things?
0:27:50 > 0:27:55Yeah, and other things. Let me get you the definition of kudos.
0:27:57 > 0:28:00A new word.
0:28:00 > 0:28:02Used to get word of the day toilet paper.
0:28:04 > 0:28:06I like doing a word of the day.
0:28:06 > 0:28:09It's a claim or praise for an exceptional achievement.
0:28:09 > 0:28:12So could I say, "Oh, I've just got a load of kudos
0:28:12 > 0:28:14"because I won Office of the Year"?
0:28:14 > 0:28:17- Yeah, you just say...- It sounds like cuddles, but I'm saying it wrong.
0:28:17 > 0:28:19For example, if someone says, "I've just got a job,"
0:28:19 > 0:28:21just say "kudos," like that, and give a little salute.
0:28:21 > 0:28:23- Really?- Yeah, people say it.
0:28:24 > 0:28:27If Lewis wants to bag any awards, he'll have to see off stiff
0:28:27 > 0:28:31competition from his rivals, 16 miles south.
0:28:33 > 0:28:36He's up against a trio of seniority
0:28:36 > 0:28:39with a collective 60 years in the business -
0:28:39 > 0:28:42Ali, Julie and manager Katherine,
0:28:42 > 0:28:44the golden girls of seaside village Shaldon.
0:28:48 > 0:28:50It's a beautiful village.
0:28:50 > 0:28:55We sell properties really ranging from 250 up
0:28:55 > 0:28:57to in excess of a million pounds.
0:28:57 > 0:29:01A lot of the properties are sort of more period character
0:29:01 > 0:29:04properties, although there is an element of sort of newer
0:29:04 > 0:29:06housing in the area as well.
0:29:07 > 0:29:12Shaldon is a place where good things come in small packages.
0:29:12 > 0:29:15Even a commonplace beach hut warrants a hefty price tag.
0:29:16 > 0:29:19I love showing these beach huts, they're great fun
0:29:19 > 0:29:21and I think it's that lifestyle dream, isn't it?
0:29:21 > 0:29:24It's something we'd all like to be able to do,
0:29:24 > 0:29:27and if we had a spare 250,000, why not spend it on a beach hut?
0:29:29 > 0:29:33For buyers wanting to stretch both their legs and their budget,
0:29:33 > 0:29:36Katherine has more spacious properties on her books.
0:29:36 > 0:29:41This five-bed, three-bathroom house is on for a princely 1.9 million.
0:29:43 > 0:29:46Our stock here, in comparison to what Lewis would be selling, well,
0:29:46 > 0:29:48it's completely different, to be honest.
0:29:48 > 0:29:52I'll talk about that I'm selling a beach hut, "Oh, yeah, how much is that?"
0:29:52 > 0:29:54It's 250,000, where that's probably...
0:29:54 > 0:29:57For St Thomas, you know, they're probably selling three or four
0:29:57 > 0:29:59flats for that sort of money, you know?
0:29:59 > 0:30:03And then this property is 1.9 million, well, that's more
0:30:03 > 0:30:07than their portfolio for goodness knows how many years, you know?
0:30:07 > 0:30:09It's just a different ball game.
0:30:09 > 0:30:13OK, now this is the master bedroom, master suite.
0:30:13 > 0:30:16Doors that open out onto this.
0:30:18 > 0:30:23But selling expensive houses doesn't mean it's any easier to win the awards.
0:30:25 > 0:30:28There aren't so many of our properties here, so, you know, we've
0:30:28 > 0:30:31got to be really good at what we do when we're trying to sell something.
0:30:32 > 0:30:34With 16 years' more experience,
0:30:34 > 0:30:37Katherine isn't ruffled by her fledgling rival.
0:30:38 > 0:30:40Lewis is so competitive.
0:30:40 > 0:30:43Bless him, you know, sometimes he looks at me
0:30:43 > 0:30:47as if to say, "I'm going to get you," you know, he really does.
0:30:47 > 0:30:51I sort of goad Lewis now and again, and sort of can see him
0:30:51 > 0:30:55and he's a young pup trying to do the business sort of thing.
0:30:55 > 0:30:59But I've got more of the slower approach, more sophisticated.
0:31:07 > 0:31:10Under the reference of 210/89.
0:31:10 > 0:31:13Back in Birmingham, Dave is hot on the tail of the three-bed
0:31:13 > 0:31:15house he recently valued.
0:31:15 > 0:31:18In this game, if you snooze, you lose.
0:31:22 > 0:31:25Hello, Mrs Macken, it's David Simms, Alex Smith's.
0:31:25 > 0:31:28How are you, all right? That's good.
0:31:28 > 0:31:32Just wondering if you had any more thoughts on our visit the other day.
0:31:32 > 0:31:37'No, we've only just... Today, we've only just spoke with next door...'
0:31:37 > 0:31:39Oh, OK, how did that go?
0:31:39 > 0:31:41It's Dave's worst nightmare.
0:31:41 > 0:31:44Rumblings of a private sale with a next door neighbour threaten
0:31:44 > 0:31:46to ruin his chances.
0:31:46 > 0:31:48What figures did you throw at him next door?
0:31:48 > 0:31:52'Well, we told him we were going to put it up for 150.
0:31:52 > 0:31:54'Yeah. See what they say.'
0:31:54 > 0:31:55Yeah, see what they come back to you with.
0:31:55 > 0:31:58Good call, good call. OK, well, once they've come back,
0:31:58 > 0:32:01if there is still something going on, then let me know.
0:32:01 > 0:32:03- 'OK, then, I will do.' - OK. Take care now.
0:32:03 > 0:32:05- 'OK, bye.' - See you soon. Bye-bye.
0:32:07 > 0:32:10I don't think the next door neighbour will pay 150 grand for it.
0:32:10 > 0:32:13There's not a house in Ward End Park Road that's worth 150 grand.
0:32:13 > 0:32:17I think my house is worth more than it is and I do this for a living.
0:32:17 > 0:32:20You know, you think your house is worth more than it is.
0:32:20 > 0:32:22And we all think our houses are worth more than they are.
0:32:22 > 0:32:24It's human nature.
0:32:24 > 0:32:29People buy houses for all sorts of different reasons - location, price,
0:32:29 > 0:32:33square footage and, occasionally, the number on the door.
0:32:34 > 0:32:35Here's a new one for you.
0:32:37 > 0:32:41The lady who went to Twycross and Ferry Road,
0:32:41 > 0:32:45she wouldn't buy it because it was number seven.
0:32:45 > 0:32:48Honestly. Give me a piece of paper.
0:32:49 > 0:32:52She only wants houses with certain numbers.
0:32:53 > 0:32:56One is a bad number, so it's only evens.
0:32:56 > 0:32:59So it's two, four, six, eight.
0:32:59 > 0:33:04Ten is out, because ten is a one. And the zero means nothing.
0:33:04 > 0:33:06Honestly, it keeps going.
0:33:06 > 0:33:0912 I think is OK, because two beats one.
0:33:11 > 0:33:1411 is a no go because that's a one.
0:33:14 > 0:33:1617 would be a no go.
0:33:16 > 0:33:1918 would be a yes, and so on.
0:33:20 > 0:33:23And she can only buy houses with those numbers. So we've...
0:33:23 > 0:33:27- Because?- Oh, because the sun is shining in the moon from a different
0:33:27 > 0:33:29direction to where Mars is.
0:33:29 > 0:33:31Who knows? Who knows?
0:33:31 > 0:33:32You're kidding me?
0:33:32 > 0:33:35No, no, that's honestly it.
0:33:35 > 0:33:38- So we've got to find something... - So basically she's discounting...
0:33:38 > 0:33:3985% of the houses.
0:33:39 > 0:33:42Yes. What number does she live at at the moment?
0:33:43 > 0:33:45Nine.
0:33:48 > 0:33:50- Oh, dear.- You couldn't make it up. - You couldn't make it up.
0:33:58 > 0:34:02In the world of estate agency, first impressions count. Particularly
0:34:02 > 0:34:07when it comes to the look of the workplace and the shop window.
0:34:07 > 0:34:10Lynne's office in Spennymoor is no exception.
0:34:10 > 0:34:12I think it looks a little bit tired.
0:34:12 > 0:34:14It needs a bit of TLC, a bit of love and attention.
0:34:14 > 0:34:17You know, we need freshening up a little bit.
0:34:17 > 0:34:19You know, we need a bit of glam.
0:34:22 > 0:34:25An agent's window is a crucial marketing tool
0:34:25 > 0:34:27and Lynne is giving hers a make-over.
0:34:29 > 0:34:31Time for the before and after shot.
0:34:34 > 0:34:37This office has been like this probably about ten years now,
0:34:37 > 0:34:41and this is the original window display from all them years ago.
0:34:41 > 0:34:43So even though they're very functional
0:34:43 > 0:34:45and we can get enough in our windows, when you compare it
0:34:45 > 0:34:48with other agents, you know, they look a little bit more glam,
0:34:48 > 0:34:53a little bit more minimalist, a bit more modern, LED lighting,
0:34:53 > 0:34:58et cetera, and I think that's what we need, something to make us...
0:34:58 > 0:35:01make the window look a little bit more attractive, a bit more modern.
0:35:01 > 0:35:03That'll be nice.
0:35:03 > 0:35:07So it's out with the old and the mould,
0:35:07 > 0:35:09but the revamp doesn't stop there.
0:35:09 > 0:35:12Lynne is also getting a brand-new company car.
0:35:12 > 0:35:16This is my car that I'm going to get in white.
0:35:16 > 0:35:18I've always wanted an Audi TT.
0:35:18 > 0:35:22I think I've got the poor man's version. It's a Peugeot RCZ.
0:35:22 > 0:35:26It's nice when you pull up outside somebody's house with something tidy
0:35:26 > 0:35:32and something respectable, you know, but not necessarily over the top.
0:35:32 > 0:35:35Lynne might sell some of Britain's cheapest homes, but recent
0:35:35 > 0:35:38turnover has been profitable and a new car well deserved.
0:35:38 > 0:35:40That's the interior.
0:35:40 > 0:35:42- What colour seats are you having? - Black.
0:35:42 > 0:35:45Yeah, just black cloth, you know, can't afford the leather,
0:35:45 > 0:35:47it doesn't come in my budget.
0:35:47 > 0:35:50Eagerly anticipating life in the 21st century,
0:35:50 > 0:35:53it's still a day of good old-fashioned work for Lynne.
0:35:55 > 0:35:57I've just basically sold that one over there.
0:36:00 > 0:36:03Oh, I've just sold the shop down here as well.
0:36:03 > 0:36:05Oh, it looks like a new hairdresser's has just opened.
0:36:07 > 0:36:09Over the years, I think I've been in this one.
0:36:09 > 0:36:10I've been in that one.
0:36:10 > 0:36:12I've been in this one.
0:36:15 > 0:36:19She's on her way to a viewing at a rather unusual property,
0:36:19 > 0:36:21a converted police station.
0:36:23 > 0:36:27Four bedrooms, a spanking new kitchen, state of the art bathroom.
0:36:27 > 0:36:32On for 108,000, it's an attractive proposition for bargain hunters.
0:36:34 > 0:36:38Hiya, are you all right? Miss Betsworth? Oh, hiya.
0:36:39 > 0:36:41Here we go.
0:36:41 > 0:36:44The viewing is with Toni Betsworth, an out-of-towner who's keen
0:36:44 > 0:36:47to capitalise on more modest northern prices.
0:36:47 > 0:36:50If you have a look, you can even see by the ceiling that there's
0:36:50 > 0:36:52been some electrical work done.
0:36:53 > 0:36:56You get a lot more for your money up north.
0:36:56 > 0:36:59I mean, I can buy three houses for what I pay for one down south.
0:36:59 > 0:37:01I mean, it's ridiculous.
0:37:01 > 0:37:04- Isn't it nice to have space? - Yeah.
0:37:04 > 0:37:07It's not just property prices that have lured Toni up north.
0:37:07 > 0:37:10There's another attraction in town.
0:37:10 > 0:37:12Girlfriend Jo, who she's moving in with.
0:37:13 > 0:37:15Are you buying it for both of you?
0:37:15 > 0:37:17Yeah, well, I'm going to buy it.
0:37:17 > 0:37:21Right, OK. And then are you both moving... Ah, right, OK, OK.
0:37:21 > 0:37:24So at least... Well, there's always two living rooms,
0:37:24 > 0:37:28so one can watch Coronation Street, the other one can watch whatever.
0:37:29 > 0:37:32Am I thinking along the right lines there?
0:37:33 > 0:37:36Yeah. I'm the one that watches that Coronation Street.
0:37:36 > 0:37:38Me an' all, me an' all.
0:37:38 > 0:37:41Sensing a degree of interest, it's time for Lynne to pull out
0:37:41 > 0:37:45a killer USP, the original police cells.
0:37:46 > 0:37:48Oh, there's bars on the windows.
0:37:48 > 0:37:50It's perfect for my son, this.
0:37:50 > 0:37:53This is probably the type of prison cells that they should put
0:37:53 > 0:37:54people in now.
0:37:54 > 0:37:57Imagine being a prisoner in one of these.
0:37:57 > 0:38:01It must have been horrific, mustn't it? Spooky. Ooh!
0:38:10 > 0:38:13Back in the West County, Julia's still after
0:38:13 > 0:38:16the perfect 18th birthday present for her son.
0:38:18 > 0:38:20She's come to give Lewis a gentle nudge.
0:38:22 > 0:38:24- Hello.- Hiya.
0:38:24 > 0:38:25Good to see you.
0:38:25 > 0:38:27I hope you've found a house for me,
0:38:27 > 0:38:29because I'm going to get mighty upset if you haven't.
0:38:29 > 0:38:34Well, there's been some movement.
0:38:34 > 0:38:36I'm about to put one on the market on Buller Road,
0:38:36 > 0:38:39but I don't know if it's the road they want to be on.
0:38:39 > 0:38:42- Yeah, I've got a house in Buller Road and it's noisy.- Yeah.
0:38:42 > 0:38:45- I didn't realise it was on a main bus route.- Yeah.
0:38:45 > 0:38:48Lewis has already shown her eight houses.
0:38:48 > 0:38:49But not one has led to a sale.
0:38:49 > 0:38:52I'm actually feeling deflated, because it's...
0:38:52 > 0:38:54- There's not anything. - No.
0:38:54 > 0:38:56I feel like I'm going round and round in a circle,
0:38:56 > 0:38:59I feel emotionally drained by all of it.
0:38:59 > 0:39:03And I so desperately want a house, and it's all beyond my control.
0:39:03 > 0:39:07- You just can't panic buy, that's the thing.- No.- You can't just settle.
0:39:07 > 0:39:09- Find me a house. - I will, Julia, I will.
0:39:11 > 0:39:15If Lewis succeeds, he'll better his chances at the end of year awards.
0:39:17 > 0:39:21Back by the seaside, and past winners, the Shaldon girls,
0:39:21 > 0:39:23have the same thing on their minds.
0:39:24 > 0:39:28Office of the Year is looming, as you know, and
0:39:28 > 0:39:31I know we feel that we potentially are going to be
0:39:31 > 0:39:35Office of the Year, however, we can't sit back on our laurels.
0:39:35 > 0:39:39You know and I know that there are other offices, they had a slower
0:39:39 > 0:39:43start than us and they're going full guns, so, you know, there's no
0:39:43 > 0:39:46way we can sort of guarantee that we're going to get it.
0:39:46 > 0:39:49The last area meeting, they definitely felt there was
0:39:49 > 0:39:53- a few offices that were catching up. - Catching us.- How many weeks to go?
0:39:53 > 0:39:56We've probably got - what, is it six weeks left? Six weeks left,
0:39:56 > 0:39:58- so no pressure. All right, I don't...- The pressure is on.
0:39:59 > 0:40:02Like Lewis, every sale counts.
0:40:02 > 0:40:05And Katherine is off to a viewing at a cosy country cottage.
0:40:08 > 0:40:13This chocolate box charmer is on the market for 540,000.
0:40:13 > 0:40:18The house gushes West Country chic, roaring fire, toastie Aga,
0:40:18 > 0:40:20it's exactly what Devon buyers are looking for.
0:40:22 > 0:40:23Do you want to come on through?
0:40:23 > 0:40:27Katherine wastes no time in pedalling her best agent patter.
0:40:27 > 0:40:30It's got such a lovely atmosphere, hasn't it? Beautiful.
0:40:30 > 0:40:33I think I said to you that it's been completely renovated,
0:40:33 > 0:40:37so you and Cissy won't have to do anything to the house,
0:40:37 > 0:40:40- which I think might be a nice start for you.- Fantastic.
0:40:40 > 0:40:44OK. Now this is bedroom two, oozing lots of character.
0:40:44 > 0:40:46It is nice.
0:40:46 > 0:40:48And this is the master bedroom.
0:40:48 > 0:40:50This is definitely the wow factor, isn't it?
0:40:50 > 0:40:53- Yeah, this is, definitely.- It is gorgeous.- Beautiful.
0:40:53 > 0:40:57An encouraging nod, an enthusiastic smile.
0:40:57 > 0:40:59But has she bagged herself a sale?
0:41:01 > 0:41:04- Well, I hope you liked it. - Love it. It's very nice, very sweet.
0:41:04 > 0:41:06Just not sure about the amount of space.
0:41:06 > 0:41:08- The actual size, OK. - And the size.
0:41:08 > 0:41:10It's just a tiny bit small for us, I think.
0:41:10 > 0:41:13- That's a shame.- But it's beautiful and I think it will suit someone.
0:41:13 > 0:41:15- Yeah, yeah. - Maybe without growing children.
0:41:15 > 0:41:18Yes, OK. OK. Well, I'm glad you've had a look at it.
0:41:25 > 0:41:31Back in Hodge Hill, aka Simm City, Dave is doing some detective work.
0:41:31 > 0:41:32He's keen to see
0:41:32 > 0:41:36if a rival agent has won the Ward End Park Road instruction.
0:41:36 > 0:41:38It's always interesting to drive past and see
0:41:38 > 0:41:40if the opposition got the job.
0:41:43 > 0:41:45No, it doesn't look like anybody got that job,
0:41:45 > 0:41:47so I guess that's good to know in one sense.
0:41:49 > 0:41:52Little does he know Mandy's decided to sell to her neighbour
0:41:52 > 0:41:55and cut out the agent altogether.
0:41:55 > 0:41:58I was going to put it up for 150, to get 145.
0:41:58 > 0:42:01But then by the time you've paid your solicitor's fees
0:42:01 > 0:42:04and your other fees, it probably would have gone down to 142.
0:42:06 > 0:42:09And then my neighbour says, "Well, I'll offer you 140,"
0:42:09 > 0:42:12and I thought, "Well, yeah, that's fine."
0:42:12 > 0:42:15And I was quite looking forward to putting a board up.
0:42:15 > 0:42:17Because of living round here all my life, people are saying,
0:42:17 > 0:42:20"Oh, are you selling your house, where are you moving to?"
0:42:20 > 0:42:22and what have you, and I was quite looking
0:42:22 > 0:42:25forward to, you know, having viewers and what have you.
0:42:25 > 0:42:26But it didn't happen.
0:42:29 > 0:42:32Another one bites the dust for Dave.
0:42:32 > 0:42:36But it's onwards and upwards with the sale of eight brand-new homes.
0:42:37 > 0:42:40Dave is selling all eight plots and negotiator, Karen,
0:42:40 > 0:42:43is handling today's viewing, alongside the developer.
0:42:44 > 0:42:47It's a location that's close to her heart.
0:42:48 > 0:42:51I got married in the church that was on this spot.
0:42:52 > 0:42:57Where the building silo is now was the doors to the church where
0:42:57 > 0:43:01I walked in as a Miss on my dad's arm,
0:43:01 > 0:43:04and walked out as a Mrs on my husband's arm.
0:43:04 > 0:43:08So it's a bittersweet thing for me, because the church has gone,
0:43:08 > 0:43:10the memories have gone.
0:43:10 > 0:43:12But this is really exciting.
0:43:12 > 0:43:16Mr and Mrs Jalil have come to check out what's on offer.
0:43:16 > 0:43:20Early viewing and an unfinished build means a degree of vision
0:43:20 > 0:43:22and good footwear is required.
0:43:26 > 0:43:29So there'll be a footpath down here.
0:43:29 > 0:43:30This is the downstairs cloakroom,
0:43:30 > 0:43:33so in here this is going to be fully tiled from floor to ceiling,
0:43:33 > 0:43:37and I'll be able to show you that next door now because that is tiled.
0:43:37 > 0:43:41It's all got under-floor heating as well, so you won't have
0:43:41 > 0:43:44radiators downstairs, it's all under-floor heating.
0:43:46 > 0:43:49- Now this is what we wanted to show you.- Yeah.
0:43:49 > 0:43:51This is the style of kitchen that we're doing
0:43:51 > 0:43:54and that's the type of finish that it'll have.
0:43:54 > 0:43:56Which is every woman's dream, isn't it?
0:43:56 > 0:43:58This is what we're calling bedroom number two,
0:43:58 > 0:44:02it's the second bedroom and it's...
0:44:02 > 0:44:07These five-bed detached homes start at just under 420,000.
0:44:07 > 0:44:09They're considerably more costly than Birmingham's average
0:44:09 > 0:44:12house price of around 155,000.
0:44:14 > 0:44:17This has got four bathrooms, so it's a bathroom and three en suites.
0:44:17 > 0:44:18Three en suites in this one.
0:44:20 > 0:44:25She is really impressed, especially with the kitchen and the bathroom.
0:44:25 > 0:44:26Do you think it's going all right?
0:44:26 > 0:44:28Fingers crossed, yes.
0:44:28 > 0:44:31I'll ring you either this afternoon or even tomorrow
0:44:31 > 0:44:33and we'll have a chat and take it a bit further.
0:44:33 > 0:44:35- All right.- No problem. Thank you for your time.- Bye for now.
0:44:35 > 0:44:37Thanks for coming up. Thank you, love.
0:44:37 > 0:44:39- Bye. - Bye-bye.
0:44:43 > 0:44:45I think she's got to do some persuading on the husband.
0:44:45 > 0:44:48He walked off site a bit too quickly for my liking.
0:44:52 > 0:44:54Back at base camp,
0:44:54 > 0:44:56and Karen has already received a call from the couple.
0:44:58 > 0:45:02Amanda, that was Mrs Jalil on the phone that we've just shown
0:45:02 > 0:45:05round the new build.
0:45:05 > 0:45:06She is very interested.
0:45:06 > 0:45:08- Really?- Really.- Oh, right.
0:45:08 > 0:45:10- In either plot four or five. - Yes, yeah.
0:45:10 > 0:45:13She wants to sort out her finances.
0:45:13 > 0:45:16So I told you she was more interested, didn't I?
0:45:16 > 0:45:18- Very good. - Woman's instinct.
0:45:19 > 0:45:21Do you think Dave would have noticed that?
0:45:21 > 0:45:24No, definitely not. He's not in touch with his feminine side.
0:45:29 > 0:45:34In Exeter, Lewis hopes he's finally found a property to tickle
0:45:34 > 0:45:36Julia's trying taste-buds.
0:45:37 > 0:45:39I've just rushed them through. I've done the floor plan.
0:45:39 > 0:45:43- There you go, you're the first person to ever see it.- Oh, brilliant.
0:45:43 > 0:45:44Well, it's not even on the market yet.
0:45:44 > 0:45:47- It's about to go on tonight. Are you ready to go in?- Yeah.
0:45:47 > 0:45:49You're ready to go in? All right.
0:45:49 > 0:45:53This period property was lived in by an elderly lady who recently
0:45:53 > 0:45:54passed away.
0:45:54 > 0:46:01Unmodernised, in urgent need of some TLC, on for 200,000.
0:46:01 > 0:46:04But will it be what Julia's looking for?
0:46:04 > 0:46:08I need to look around the rest of the house in relation to what
0:46:08 > 0:46:09work needs to be done.
0:46:09 > 0:46:13So far, double glazing, a new central heating system.
0:46:13 > 0:46:17And the fires will have to come out, I mean, they are probably old,
0:46:17 > 0:46:20- probably defunct. - You couldn't use them, yeah.
0:46:20 > 0:46:22It's not the easiest sale for Lewis,
0:46:22 > 0:46:25particularly with a buyer as eagle-eyed as Julia.
0:46:25 > 0:46:27Then you've got to rip the kitchen out.
0:46:27 > 0:46:30Yeah, the kitchen is really, really, really, really bad.
0:46:30 > 0:46:32- Yeah. - Really bad.
0:46:32 > 0:46:36The garden. Let me just...
0:46:38 > 0:46:41It goes pretty far back, doesn't it, because it goes...
0:46:41 > 0:46:43- Yeah, the gardens do go. They're a 100 foot, I think.- 100 foot?
0:46:43 > 0:46:47Yeah, I think they're a 100 foot from beginning to end.
0:46:47 > 0:46:49- It's interesting. - There's a lot of work.
0:46:49 > 0:46:50Yeah, it's interesting. It's a lot of work.
0:46:50 > 0:46:54More work than what you initially see, most definitely.
0:46:54 > 0:46:57It's things like this has got to come out. Gracious me.
0:46:57 > 0:47:00- Yeah.- And you've got replace all the carpets.
0:47:00 > 0:47:04Oh, my gosh, those duck tiles and they've put them on upside down.
0:47:04 > 0:47:06Can you see? They're ducks.
0:47:06 > 0:47:09And, look, that's his beak, that's his head, that's his body,
0:47:09 > 0:47:11and they've put them on sideways.
0:47:12 > 0:47:14- They're ducks? - Yeah, they're like birds, sparrows.
0:47:14 > 0:47:17I think they're called sparrow, sparrow tiles and it's
0:47:17 > 0:47:22amazing how many people put them on upside down or back to front.
0:47:22 > 0:47:26- They look like penguins to me. - Do they? OK.
0:47:26 > 0:47:30It's all looking a little bleak, but Julia decides to chance her arm.
0:47:30 > 0:47:31I would be interested,
0:47:31 > 0:47:34but I wouldn't put an offer in for the full asking price.
0:47:34 > 0:47:37Ball park, I would be looking at about 190ish.
0:47:37 > 0:47:40You've got to try and work it, what's it going to be worth
0:47:40 > 0:47:41when it's done up?
0:47:41 > 0:47:44I don't know.
0:47:44 > 0:47:49I feel that if this was done up top, top spec you could ask 250 for it.
0:47:52 > 0:47:56It was a guide price of 200, Julia felt it's not worth it.
0:47:58 > 0:48:01To her, in her eyes, at the time, it's worth 190,000.
0:48:01 > 0:48:04I said to her , actually, we're going to get loads of viewings
0:48:04 > 0:48:08and someone is going to pay at least 200,000 for it.
0:48:08 > 0:48:12To me, market value is what someone's prepared to pay for a property.
0:48:16 > 0:48:21Up in Spennymoor, Operation Refurb is under way.
0:48:21 > 0:48:23The sale of the police house has ground to a halt
0:48:23 > 0:48:27and southerner Toni didn't make an offer, but for every down
0:48:27 > 0:48:29there's an up, and in just a few hours,
0:48:29 > 0:48:31Lynne's new motor will arrive.
0:48:31 > 0:48:32Are you excited?
0:48:33 > 0:48:38Yeah. Yeah. I'm like a kid at Christmas. Of course I'm excited.
0:48:38 > 0:48:39It's a new car.
0:48:44 > 0:48:47But before she can get the keys, she's got to juggle
0:48:47 > 0:48:48a jam-packed diary.
0:48:50 > 0:48:54Lynne has set her targets high and she's keen to keep upping her game.
0:48:56 > 0:48:58On average this year, we've been selling between ten
0:48:58 > 0:49:00and 14 houses every single month.
0:49:03 > 0:49:08Anything over the 14, 15, you know, you punch the air, yes.
0:49:08 > 0:49:11Hello. Hello, I'm sorry, I'm running a bit late.
0:49:15 > 0:49:18Welcome to the world of the glamorous estate agent.
0:49:20 > 0:49:23Just to put you in the picture, my 12 o'clock appointment,
0:49:23 > 0:49:27I'm on my way to it now and it is 17 minutes past 12.
0:49:27 > 0:49:29Luckily, the people know that I'm running late
0:49:29 > 0:49:32and they're absolutely fine with that.
0:49:32 > 0:49:35I just like to make things look nice for photographs,
0:49:35 > 0:49:39so if I have to move anything, plump the cushions up,
0:49:39 > 0:49:42smooth the crinkles out of the bedspread, I do it.
0:49:44 > 0:49:46Helps if you take the lens cover off.
0:49:47 > 0:49:48Move the toilet roll again.
0:49:53 > 0:49:56Anybody who says estate agents don't work hard for their money
0:49:56 > 0:49:58hasn't got a clue about estate agency.
0:49:59 > 0:50:01All going good. All going good.
0:50:04 > 0:50:09With a manic morning in the can, it's time to meet her brand-new toy.
0:50:09 > 0:50:16Ahh, look! It's coming, it's coming, it's coming, it's coming.
0:50:16 > 0:50:19- Exciting. - Hi, Lynne, it's here. It's here.
0:50:19 > 0:50:20Ah, yeah. How are you?
0:50:20 > 0:50:23- I'm very well, thank you. - Good, at long last.
0:50:23 > 0:50:25I know. I bet you thought it was never going to arrive.
0:50:25 > 0:50:28God, I thought, "I'm not destined to get this car, I'm really not."
0:50:28 > 0:50:31- You might have to put them in water because...- Car man, Andy,
0:50:31 > 0:50:34delivers the precious package with perfect wheeler dealer schmooze.
0:50:34 > 0:50:36Oh, thank you.
0:50:36 > 0:50:39What we'll do now is we'll take it off the trailer
0:50:39 > 0:50:42and then I'll just walk you round the car and show you the bits
0:50:42 > 0:50:43and pieces that you need to know.
0:50:47 > 0:50:49I'm like a kid at Christmas.
0:50:52 > 0:50:56I think you'll be the smartest estate agent around in that.
0:50:56 > 0:50:57Oh!
0:51:01 > 0:51:03I'll just let you in. You pop yourself in there.
0:51:03 > 0:51:10Thanking you. This looks very nice inside. Very nice. Lush.
0:51:12 > 0:51:16I don't think it'll make me change as an estate agent personally,
0:51:16 > 0:51:17because obviously I'm still me.
0:51:18 > 0:51:22But it's nice to have something nice to run around in.
0:51:22 > 0:51:25Really nice. And that makes you feel good.
0:51:26 > 0:51:28You might sell some more houses.
0:51:28 > 0:51:31Well, you never know. Watch this space.
0:51:37 > 0:51:39See you later. Bye. Bye.
0:51:39 > 0:51:40Bye. Bye.
0:51:48 > 0:51:51Being an estate agent can be tough, deadlines, tricky customers,
0:51:51 > 0:51:54constant pressure to seal the deal.
0:51:54 > 0:51:59In quieter moments, it's not unusual to consider the alternatives.
0:51:59 > 0:52:02I'd like to have a job which involved clothing
0:52:02 > 0:52:04and handbags, like a handbag tryer.
0:52:06 > 0:52:09That would be my ideal job, just to get bags sent to me,
0:52:09 > 0:52:13shoes, try them on, wear them and get paid for it.
0:52:14 > 0:52:16Does that job exist?
0:52:17 > 0:52:20I suppose it's like a model but without the modelling,
0:52:20 > 0:52:22so I'm just testing them.
0:52:22 > 0:52:26I don't think it does exist, but you never know what's going to come up.
0:52:36 > 0:52:39Kate's calling Julia to feed back on the 190 offer
0:52:39 > 0:52:42she made on the house for her son.
0:52:42 > 0:52:45Hi, Julia, yeah, I was just calling regarding Lawrence Avenue.
0:52:45 > 0:52:49At the moment, as it stands, we have had a higher offer in.
0:52:51 > 0:52:53'Oh, right. OK.'
0:52:53 > 0:52:56If you want to work out some figures and bits and bobs and then
0:52:56 > 0:52:58if I say to Lewis you'll come back to us at 3.30.
0:52:58 > 0:53:00'OK, thanks then. Bye.'
0:53:00 > 0:53:01All right, thanks, bye.
0:53:04 > 0:53:05It's always slightly awkward, isn't it,
0:53:05 > 0:53:08telling people that their offer hasn't been accepted.
0:53:08 > 0:53:09I always...
0:53:12 > 0:53:14Julia doesn't increase her offer on the property,
0:53:14 > 0:53:18but her appetite for the perfect pad remains.
0:53:18 > 0:53:19And her search continues.
0:53:19 > 0:53:22Yes, myself and Kieran are looking at more things.
0:53:22 > 0:53:26I've got a viewing lined up this afternoon to look at a house.
0:53:26 > 0:53:30There's going to be another. I've spoken to Lewis, there's going to be
0:53:30 > 0:53:34another house in one of my favourite streets coming on the market.
0:53:35 > 0:53:40Hopefully, I say, that shortly we'll be purchasing a property.
0:53:40 > 0:53:42That's assuming, of course, that the
0:53:42 > 0:53:45perfect property does actually exist.
0:53:45 > 0:53:48Oh, this is nice, where's this?
0:53:49 > 0:53:51Oh, wrong area.
0:53:53 > 0:53:55Don't let's hold our breath.
0:54:04 > 0:54:07Have a great Christmas. You're welcome, any time.
0:54:07 > 0:54:08Bye-bye.
0:54:09 > 0:54:15Tonight is the annual Christmas party/award ceremony.
0:54:15 > 0:54:17So it's quite exciting.
0:54:19 > 0:54:21So I would love to win Manager of the Year,
0:54:21 > 0:54:24especially after winning Employee of the Year last year, would love it.
0:54:24 > 0:54:27But, you know, I'm trying not to get too excited and carried away.
0:54:27 > 0:54:28I think I'm in with a chance.
0:54:28 > 0:54:32I think I've done all the right things. So, hopefully... Who knows?
0:54:32 > 0:54:33We'll see.
0:54:33 > 0:54:35# Jitterbug
0:54:36 > 0:54:39# Jitterbug. #
0:54:39 > 0:54:43After a long, hard year, the award ceremony has finally arrived.
0:54:43 > 0:54:47A time for agents to let their hair down, glam up
0:54:47 > 0:54:48and prepare to do battle.
0:54:49 > 0:54:52With a confident air, bookies' favourite, Katherine.
0:54:52 > 0:54:57There are numerous awards, we're potentially up for three of those.
0:54:57 > 0:54:58It is quite stressful.
0:54:58 > 0:55:01We have expectations, everybody does, and the
0:55:01 > 0:55:07stress of thinking that we may or may not get them is just phenomenal.
0:55:07 > 0:55:10Working the room, underdog Lewis.
0:55:10 > 0:55:13The Christmas party is really important because, you know,
0:55:13 > 0:55:16we've had a long, hard year and it just gives us
0:55:16 > 0:55:17chance to unwind, enjoy it together.
0:55:17 > 0:55:21I mean, where else can you go to your Head Office, a former hotel,
0:55:21 > 0:55:24open bar, fantastic food?
0:55:24 > 0:55:28I would love... If I had a choice, I would love to win the
0:55:28 > 0:55:32Office of the Year, because that's a collective, especially our office.
0:55:32 > 0:55:35It's not the biggest, so any kind of recognition is most welcome.
0:55:37 > 0:55:41The atmosphere is electric, the tension palpable.
0:55:42 > 0:55:46Welcome for your Group Chairman, Mr Brian Bradley.
0:55:48 > 0:55:5212 months of hard work, and it's all come down to this.
0:55:59 > 0:56:03It's the Exeter office versus the Shaldon office.
0:56:07 > 0:56:10The winner is - Shaldon.
0:56:14 > 0:56:18A crushing defeat for Lewis as Shaldon bag Office of the Year.
0:56:19 > 0:56:22Well done. Absolutely superb. And here it is, girls.
0:56:23 > 0:56:27Manager Katherine is humble in victory.
0:56:27 > 0:56:30Well, Lewis did get beaten by the more mature woman
0:56:30 > 0:56:32and I'm sure that's something, you know,
0:56:32 > 0:56:34he's just going to have to deal with really.
0:56:34 > 0:56:36But it's not game over yet.
0:56:36 > 0:56:39There's still one more chance to earn his spurs.
0:56:39 > 0:56:40It's Manager of the Year.
0:56:40 > 0:56:42The nominations are...
0:56:42 > 0:56:45HE LISTS NOMINEEES
0:57:10 > 0:57:13The winner is....
0:57:17 > 0:57:19..our very own Lewis Rossiter.
0:57:19 > 0:57:23# Oh, we're halfway there
0:57:23 > 0:57:27# Oh, living on a prayer
0:57:27 > 0:57:31# Take my hand, we'll make it I swear
0:57:31 > 0:57:33# Oh, living... #
0:57:33 > 0:57:36So I have just won Manager of the Year 2014.
0:57:36 > 0:57:40Bang. I won this award, which is pretty awesome.
0:57:40 > 0:57:42You know, estate agency is competitive.
0:57:42 > 0:57:45Winning, certainly, you know, that I can take this home to my wife
0:57:45 > 0:57:49and put it on the mantelpiece and say, "There you go, that's for...
0:57:49 > 0:57:53"You've given birth to three children, I've won this."
0:57:53 > 0:57:56# Oh, we're halfway there
0:57:56 > 0:57:59# Oh... #
0:57:59 > 0:58:02I always refer to myself as the Kevin Costner of estate agents
0:58:02 > 0:58:05- if you build it, they will come.
0:58:05 > 0:58:09# Oh, living on a prayer. #
0:58:09 > 0:58:11As the year draws to a close,
0:58:11 > 0:58:16a moment of reflection from estate agent Lewis.
0:58:16 > 0:58:19Generally, estate agents aren't the most liked people
0:58:19 > 0:58:21and profession, and you can't put us all in together.
0:58:21 > 0:58:23It's like any profession that I've ever worked in,
0:58:23 > 0:58:26you've got good estate agents and bad estate agents.
0:58:26 > 0:58:30You've got, you know, estate agents with integrity and complete cowboys.
0:58:30 > 0:58:33I'd like to think that one day when people think of estate agents,
0:58:33 > 0:58:36they don't think "money-grabbing asshole".