EweMove Bespoke Customer Team use case - Moneypenny
Bespoke Customer Team use case​

Facilitating network growth with one-call resolution for EweMove head office and franchisees

EweMove at a glance

Award-winning estate and property management company and part of The Property Franchise Group - the UK’s largest multi-brand lettings and estate agency franchising group.

Contract with Moneypenny

Bespoke Customer Team supporting EweMove HQ and franchisees with full customer service facility since 2016.

Take calls for HQ and franchisees
Provide property information
Book viewings and valuations
Put offers forward on behalf of prospective buyers
Take card payments from tenants via Worldpay
Assist with maintenance queries
Carry out credit and reference checks for letting applications
Monitor and respond to Trustpilot reviews
Update Zoopla listings

I’m based at Moneypenny, but in my head I work for EweMove and I absolutely love it.


EweMove Bespoke

Customer Team agent

7 years

Prior to working with Moneypenny, EweMove experienced poor service from other providers and for this reason, we were set four key objectives:

Achieve service levels consistent with EweMove's own team

Ensure consistent full CX provision

Manage EweMove's full customer journey

Deliver one-call resolution (unique within the estate agent space)

EweMove says it best
“We would absolutely recommend Moneypenny… they’re focused on delivering exquisite levels of service”
Nick Neill, EweMove Managing Director
Play video

Tailored 24-hour service

EweMove’s proposition states that customers should be able to reach a member of their team 24/7 (even those franchisees working single-handedly). Building a dedicated 24/7 operation at head office was not something EweMove wanted to deliver or manage themselves.

Completing a small-scale test with eye-opening results

As the property sector’s go-to provider with over 17 years’ experience, we help EweMove deliver on its brand promise of being contactable 24/7. The success of an initial test with a small number of franchisees surpassed anything EweMove had experienced previously with other suppliers. This exercise gave them the confidence to move forward, knowing EweMove’s first point of contact now reflects its brand promise.

Companies with a customer experience mindset drive 4-8% higher revenue than competitors

Forbes Leadership Forum

EweMove Bespoke
Customer Team Leader
6 years

Integrated seamlessly with
in-house processes

Our ability to access property listings and available viewing times with all the associated information, book viewings and valuations, put offers forward, take payments, and carry out credit checks, means callers assume we’re based in-branch. One-call resolution is unique within the agency space and is one of the reasons why EweMove continues to win the industry accolades it does.

A shared understanding and long-term partnership

EweMove’s dedicated team here at Moneypenny is overseen by lead agent, Kay. Kay and her team have a great rapport with EweMove head office and franchisee owners. During the pandemic, we helped EweMove react decisively to the fast-changing property market, scaling down rapidly with them in the early months, but then working together to maximise the remarkable industry recovery thereafter. Following rigorous mystery shopping and practical assessments of response times, quality and overall delivery of service, EweMove went on to win the highest CX accolade in the estate agency industry in 2022: EA Masters Estate Agency of the Year.

We Belong

Extremely prompt response to my enquiry..

‘‘Extremely prompt response to my enquiry and viewing arranged within couple of hours.

EweMove really are by far and away the best agents in the cirencester area.’’

We Belong

Moneypenny awarded ‘Supplier of the Year’ at EweMove’s 2024 Conference

We Belong

Best National Agent! Our Triple Win at The EA Masters

EweMove celebrates becoming the first-ever estate agency to win the ‘triple crown’ at the UK’s biggest agency event, the EA Masters Awards

Come visit us and let’s talk​​

Samantha Jones

Samantha Jones, our Commercial Director for Bespoke Customer Teams, is ready and waiting to discuss your needs in more detail. Complete this form or call her today on 0333 202 1005.​

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