At Home Estate Agency enjoyed a remarkable 2022, opening new branches in the Carfax and Storrington whilst undertaking a rebrand. AAH met Founder Paul Davies and Managing Director Nicky Austin as the ambitious firm looks to build on its early success….

When was the business founded? 

 Paul: We launched as @Home in September 2015. Initially, I ran the entire operation from my house in Southwater. We grew steadily and after recruiting Kate Goodall, who still works with us, moved to a new office at Beeson House in Lintot Square. We gained a foothold by focusing predominantly on Southwater and working closely with the community, so it wasn’t long before we were able to move into our own place in Lintot Square. 

You then opened a branch in Horsham too… 

Paul: We wanted to offer the same service in Horsham, but didn’t want to position ourselves amongst the array of established agents in the town centre. We were still a young company and it didn’t suit who we were. So, we opened a branch on Merryfield Drive, in the same shop unit where I had my first newspaper round as a schoolboy! 

You’ve since spread further afield… 

Paul: This year, we opened a third branch in Church Street, Storrington, at the former site of Clarke & Charlesworth. Our Southwater branch is now used for our sister business, About Mortgages, although it’s also a convenient location to meet clients from the village. As we’ve expanded, our staffing team has grown and we now have 15 employees. We have received many awards too and a couple of years ago were recognised as the best agency in Sussex, Surrey and Kent by The Best Estate Agent Guide. 

You have now moved into the town centre… 

Paul: We had outgrown the Merryfield Drive premises, so we opened a bigger branch in the Carfax in July 2022. Now we’re more established, we felt it was important to have a presence in town. This coincided with a rebrand, including a new name and ethos that reflects who we are. 

Why re-name the business? 

Paul: We were initially called @Home as the concept was to be a hybrid of a traditional agency that focused on good customer service, with an online agency that adopted a modern approach to marketing. The @ symbol and lime green logo suited us when we were a young business bursting on to the scene, but we’ve evolved and needed something that reflected who we are now. 

Did people assume you were an online agency? 

Paul: That was an issue with the @ logo. One prospective seller called us thinking we were an online agency, yet we could see his bungalow from our Horsham office! Around the time we were founded, there was a surge in online agencies and they rapidly took a significant slice of the market. Most people expected them to become more dominant, but that hasn’t happened. It’s one thing being cheap, but buyers and sellers don’t want cheap marketing and a poor service when they’re making the biggest transaction of their lives. Those who have opted for internet agencies are often frustrated, with no-one to assist with viewings, calls going unanswered and a lack of knowledge of the local market. 

The old ways are still the best then? 

Nicky: Marketing online is important, of course, but not to the detriment of good service. We build strong relationships with clients, and they become almost like family for a while. Moving house can be a bumpy ride, especially in the current climate with interest rate fluctuations and rising bills adding to the usual stress. It is emotional enough, without working with a faceless agency that is slow to respond to queries. It’s best to have somebody in your corner who understands the process and can guide you every step of the way. 

Tell us about your new branding… 

Nicky: We have changed the name to At Home, with new colours and a modern ethos all complemented by a redesigned website. We have worked in partnership with Fiona Hamilton at Rococo, which specialises in sustainable branding. Fiona understood exactly what we were looking for and has created branding that modestly reflects our evolution and growth, while highlighting our commitment to sustainability. 

What are the sustainable elements? 

Nicky: When we were fitting out the Carfax branch, suppliers were selected for their use of 100% renewable energy, recyclable materials and low impact credentials. We’ve fitted natural carpets, recycled seating, compostable dividing walls, TerraCycle bins and compostable covers for property brochures. The shift towards sustainable practices builds on the support we already provide through our Community Chest scheme and Positivity Projects. 

You’ve also established core values… 

Nicky: We are using the definition of three ancient symbols as our guiding principles to inspire, motivate and encourage us in everything we do. Othala is about home and heritage, as we are warm, friendly and approachable. Ingwaz represents new starts, like the joy of moving into a new home. Our third core value is manaz, symbolising the support we give to our customers throughout their journey. 

What are your hopes for the future? 

Paul: The most important thing is for us to continue what we’re doing, helping people to find the home of their dreams and make every stage of the process as comfortable and enjoyable as possible, by being honest, informative and efficient. We have plans to grow, but we’re proud of what we have achieved already and our goal really is to carry on offering the same great customer service we’ve built our reputation on. 

Further information: Visit the new Horsham office at 35 Carfax, Horsham, RH12 1EE

Visit: www.athomeestates.co.uk