Voice of the Agent Live: Simon Leadbetter & Chris Harmer on Why Great Service Starts When Things Break

Voice of the Agent Live: Simon Leadbetter with Matt Baldock on Conveyancing, Reform and the Future of Agency

In this episode of The Voice of the Agent Podcast, Simon Leadbetter is joined by Matt Baldock of Charles David Casson for a practical conversation about one of the property industry’s most persistent frustrations. Conveyancing. The discussion explores why the relationship between agents and conveyancers still feels strained, what is genuinely broken in the system, and why so much poor process has simply been normalised over time. They look at upfront information, referral fees, mortgage lenders, surveys, and the gap between anecdotal frustration and structural failure. Alongside that, the conversation broadens into agency growth, self-employment, brand, and what the future of the independent model may look like. Not blame. Better process. A clear-eyed episode about friction, reform, and what needs to change if the industry wants better outcomes for agents, buyers, sellers, and everyone caught in the middle.

Voice of the Agent Live: Simon Leadbetter with Kristjan Byfield on Deposits, Disputes and the End of Tenancy

In this episode of The Voice of the Agent Podcast, Simon Leadbetter is joined by Kristjan Byfield, co-founder of The Depositary, for a conversation about one of the least loved, but most important, parts of the lettings process. End of tenancy. The discussion explores why deposit disputes so often become emotional, where agents add value, and why so much of the process still creates unnecessary friction for landlords, tenants and property managers alike. They examine the gap between law, contract and evidence, the role of inventories and checkout reports, and how better systems can reduce workload while improving fairness. The conversation also looks ahead to what agentic AI could mean for tenants, complaints, and the future of dispute handling. Not more complexity. Better process. A sharp and practical episode for anyone involved in lettings, property management, or the systems that sit behind the rental experience.

Voice of the Agent Live: Simon Leadbetter with Graham Paterson on AI, Property Search and the Future of Portals

In this episode of The Voice of the Agent Podcast, Simon Leadbetter is joined by Graham Paterson, CEO and co-founder of Jitty, for a conversation about the growing role of AI in property search. Not as theory. As behaviour. The discussion explores how AI is changing the way buyers search, what makes Jitty different from a traditional portal, and why the future of discovery may look very different from the model the industry has relied on for years. They look at habit, adoption, information asymmetry, and the likely shift from fixed search filters to guided discovery. Along the way, they ask a bigger question: if AI becomes the starting point for search, what happens to portals, agents, and the structure of the market itself? A practical conversation about technology, timing, and what the next phase of property search may actually look like.

Voice of the Agent Live: Simon Leadbetter with David Opie on Fixing the Conveyancing Process

In this episode of The Voice of the Agent Podcast, Simon Leadbetter is joined by David Opie, owner of Today’s Media and editor of Today’s Conveyancer, for a practical conversation about one of the property industry’s most persistent problems. The home moving process. The discussion explores why the relationship between agents and conveyancers so often feels strained, where delays really come from, and why the system still starts too late for everyone involved. They look at the role of communication, referral fees, staffing pressures, technology, lender influence, and the growing case for instructing solicitors at the point of listing. Not blame. Better process. Grounded in industry research and real experience, this is a clear-eyed discussion about what needs to change, what already is changing, and how the sector moves forward from here.

Voice of the Agent Live: Simon Leadbetter & Chris Harmer on Why Great Service Starts When Things Break

In this episode of The Voice of the Agent Podcast, Simon Leadbetter is joined by Chris Harmer of The ESTAS Group in conversation to explore a topic often talked about but rarely understood properly: customer service. The discussion moves beyond the idea of “good service” during smooth transactions and focuses on the moments that actually define it — when things go wrong. They unpack why negative feedback is not something to fear, but something to use. From turning complaints into opportunities, to understanding the real impact of how issues are handled, the conversation highlights a simple truth: service is proven under pressure. The episode also explores: ⭐ Why complaints are often more valuable than compliments 🔁 How to turn unhappy clients into long-term advocates 📣 The amplified risk of poor service in a social media world 🧠 Why most businesses collect feedback but fail to act on it ⚙️ What high-performing companies do differently when things go wrong Drawing on real-world examples, including how major brands handle negative reviews, this is a practical and honest conversation about what service actually looks like in practice. For agents and business owners alike, it is a reminder that reputation is not built when everything works — but when it doesn’t. A must-listen for anyone serious about delivering service that lasts.