SQM - May 2008
LETS TRAIN
Lettings is no longer seen as a tag-on to estate agency and given the vast amounts of lettings legislation introduced in recent years its increasingly important agents employ the right people, train them well and then retain their expertise. Danielle Simpson visits Fitz-Gibbon in West London to find out why the partners plough so much time and money into solid staff training.
Interview by Danielle Simpson
Why is it that training is so important?
Where do I start? Fundamentally, residential lettings has changed so much with the introduction of new legislation that intensive training is not just advisable - it's crucial. On a much deeper level though, it is key in instilling a sense of worth and job security in staff so they are much less likely to leave. Furthermore, training equips employees with the skills needed to provide a premier service. We remain the largest independent letting agent in the areas we cover and in order to maintain our reputation as 'leaders in lettings' clients must be able to trust the solid nature of the company - and they do. Our employees are internally and externally trained to ensure they provide professional advice to investors and owner occupiers alike.
Surely if you train staff up they will eventually take their skills to your competitors?
Many companies measure success in terms of recruitment but I measure it in terms of retention. Having invested so much time and effort in recruiting staff, we work hard to realise employees' full potential and generally find that when staff feel valued they don't want leave. Of course, it does happen but this leaves room for promotion and recruitment plus new staff can bring new energy and fresh ideas to the business, which is a good thing. We have negotiators who have been with us for 10 or 12 years, and those staff who do move on can soon find their training becomes outdated very quickly given the ever-changing nature of industry legislation.
We also try to remove the catalysts that can fuel high staff turnover such as limited career paths, unfeasible working hours and poor job security. When a company strives to be flexible and fair, employees have fewer reasons to leave and those that do, often seek to return.
What is the Fitz-Gibbon training regime?
Staff training is a two-year programme encompassing internal and external methods and culminating in professional qualifications. Nothing is offered to staff ad a 'token gesture' and employees are encouraged to get the most out of every experience, our staff are not simply handed a hefty induction manual upon joining. This is accompanied by an induction day with the partners at Head Office and staff go on to shadow colleagues from other departments to fully understand how front and back office operations support each other. This happens during the first three months of their employment and again after 12 months. Furthermore, employees provide feedback after courses taken and write down how they plan to utilise what they have learned - and what they don't understand!
Every employee is also given a mentor and invited to voice their concerns, ask questions and instigate discussion with staff at all levels of the company. Of course, some things are easier to write than say, so we also ask all employees to complete a feedback form to ensure any problems can be resolved.
In addition to attending ARLA courses and sitting exams (this will now be covered under the National Federation of Property Professionals), we hold regular internal training days where staff learn about core business systems and study the legalities of the industry. I operate an open door policy where staff are free to come and ask questions on any industry relation topic and we also invite quest speakers and seasoned professionals to come in and explain new legislation and changes. Furthermore, we have external trainers working on key issues. Everything staff learn is instilled, then instilled again.
Is intensive training really worth the huge costs involved?
In a word, 'yes!' In sales environments it's not uncommon for employees who feel 'stupid' or 'threatened' to conceal their mistakes and fail to seek help. We make every effort to ensure this doesn't happen at Fitz-Gibbon so although training demands weeks of organisation and hours of time - not to mention a hefty budget - the results pay dividends.
Across the industry, tenancy agreements can pose a major threat in the hands of the untrained employee and the most common mistake perhaps relates to renewals. The wrong contract can easily be drawn up and if the tenancy on a property is generating £475 a week is renewed with a rental increase of just five per cent this will instantly cause the extended tenancy to fall outside of the Assured Shorthold Tenancy (AST) threshold £25,000 per annum. The let will no longer be covered under an AST but time again untrained agents generate a duplicate AST simply outlining the new amount. In a company, which does not invest in training, management and senior staff are also unlikely to spot the error, which is of huge concern.
These days many people work from home so our employees are also trained to amend tenancy agreements and incorporate a home working clause - the same is true for clauses relating to pets. The industry is laden with legislation on everything from non-resident landlord status to Houses of Multiple Occupation, money laundering and soon energy Performance Certificates, and for every change, we provide our staff with information, training and help to ensure they fully understand it and can give the best advice to our clients. Our strong reputation depends on it.
Solid Training Pays Dividends
Susan Fitz-Gibbon, Partner
Susan Fitz-Gibbon established the company in 1987 and the partners keep abreast of employment and lettings law, in part, by attending training courses too - often alongside their employees!
'Fitz-Gibbon is structured to enable us to maintain direct contact with staff and engage with employees at every level. This is key to our HR strategy and helps us gather important feedback, evaluate training sessions and truly get to know every employee. This is invaluable in helping us drive the business forward and maintain our first-class reputation for excellence'.
Training Programmes Attended
- Tenancy Agreements and Terms of Business (in-house) - Sept 06
- Repossessions and Court Procedures (in-house) - Sept 07
- Property Development Master Class - November 07
- The Property Misdescription Act and How to Survive it - November 07
Christine Hughes-Onslow, Property Manager, Head Office
Christine jointed the company in June 2003 and has been through training progression up to and including obtaining her ARLA Foundation competency Test (1).
Because the partners invest so much time and money in training, there is a rare employment culture here and employees don't tend to look elsewhere for job security. I've been with Fitz-Gibbon for almost five years now and thanks to intensive training have the confidence to do my job effectively. With the introduction of housing laws in the UK I can't see how agents survive without adequate training. Drawing up the wrong tenancy is so easily done so I'm thrilled we are given the opportunity to develop thorough understanding - and ask questions as the need arises. I can't imagine working anywhere else!
Training Programmes Attended
- In-House Induction - October 04
- Basic Legal Comprehension for Lettings Agents - July 05
- Damages, Deposits and the TDSRA - July 06
- Tenancy Agreements and Terms of Business (in-house) - September 06
- Refresher Basic Legal Comprehension for Lettings Agents - October 06
- ARLA exam - November 06
- Repossessions and Court Procedures (in-house) - September 07
Catherine Tamulewicz, Senior Negotiator, Chiswick Office
Catherine joined the company in March 2006 as the administrator at the Chiswick Office. She left in June 2007 having gained vast experience as a negotiator at Fitz-Gibbon and worked for a Central London competitor before returning in August 2007 as senior negotiator.
'The quality and sheer volume of training available at Fitz-Gibbon is streets ahead of other agents. Working for a competitor highlighted the genuine value placed on staff and career progression here. Fitz-Gibbon equips staff with the tools needed to conduct themselves professionally and this is very rare. With the encouragement and support of the partners, I have completed a number of ARLA and in-house training courses which enable me to work to my full potential. It's an approach that pays dividends - especially for our clients.
Training Programmes Attended
- In-House Induction - March 06
- Administrators Training Course - May 06
- Basic Legal Comprehension for Lettings Agents - June 06
- Introduction to Residential Lettings - July 06
- Refresher Basic Legal Comprehension for Letting Agents - Sept 07
Louise Smith, Senior Negotiator, Richmond Office
Louise joined the company in January 2007 as a senior negotiator in the Chiswick Office and was promoted to a Senior Negotiator in the Richmond Office when the position became available.
'Fitz-Gibbon is renowned for recruiting from within where possible and this was highly appealing to me when I interviewed for the original position. I had heard that Fitz-Gibbon is renowned for equipping employees with in-depth legal knowledge and I was keen to progress through the company and utilise my understanding. The great this is, training is on-going so we are constantly on-top of new legislation and can provide clients with the very best advise'.
Training Programmes Attended
- Basic Legal Comprehension for Lettings Agents - January 07
- In-House Induction - February 07
- Advanced Legal Comprehension for Letting Agents - March 07
- Repossession and Court Procedures (in-house) - September 07
- Refresher Basic Legal Comprehension for Lettings Agents - October 07