The level of dissatisfaction expressed by UK consumers towards property professionals has risen considerably in recent years.

This trend is supported by national Ombudsman statistics from two impartial industry bodies – The Property Ombudsman (TPO) and the property sector of the Ombudsman Services.

According to The Property Ombudsman (TPO) Annual Report 2013, the number of complaints enquiries had risen by almost a quarter (23%) compared to the previous year.

Additional impartial industry statistics revealed:

• 41% of complaint enquiries were directed towards homebuyer surveys and evaluations
• Over a quarter (26%) of national estate agent complaints were issues surrounding communications failures
• 16% were directed towards duty of care
• 5,319 complaints issued in 2013

The rise in grievances surrounding communications and duty of care is particularly alarming given that the management of a property transaction and subsequent home move, is classed as one of the most stressful events in one’s adult life. The level of consumer anxiety attached to the experience is fortified by 2014 research, revealing that moving house triggers more anxiety than bankruptcy, divorce and the death of a grandparent.

As an organisation that is responsible for sourcing, facilitating and maintaining over £700 million of property acquisitions and tenant relationships, the performance of our agents is paramount. In order to understand and evaluate Strawberry Star’s performance in line with the consumers we stand to serve, we have commissioned nationally representative research that dissects the sentiments defining a nation of disenfranchised property owners and occupiers.

Our first report for 2015 – Estate Agent Evaluations – has obtained truly alarming feedback from a nation clearly disillusioned by property professionals. Of the nationally representative survey, a staggering 7.5 million adults in the UK (15%) revealed that their number one frustration towards estate agents was that the agent was more concerned in receiving a commission, than fulfilling the requirements of their clients.

Further feedback revealed that 76% of UK consumers have had a negative experience with an estate agent, while a regional comparison revealed that an overwhelming 88% of Londoners felt this way. This equates to over over 4 million people in the capital that were underserved by their property agent.

The scale of consumer discontent nationwide has inspired Strawberry Star to challenge the industry with a reform that has never been introduced to the UK consumer. We pledge to place an overriding level of attention on the relationship value behind each transaction we drive, prioritising this over any commercial gain, if required. Our commitment to understanding and fulfilling the pre and post move requirements of each of our clients has driven us to transform our service offer on a global scale. Unequivocally defining our service offer, Strawberry Star is quite literally “putting our money where our mouth is”.

Launching on 18th March, our new service will not only instigate great changes for us as a company, but will mark an industry first for the consumer property market. This is a very exciting time at Strawberry Star and we look forward to updating you on more changes still to come.

To find out exactly how we plan to redefine the property market, save the date for March 18th and remember to visit the Strawberry Star website to download the upcoming Estate Agent Evaluations report.