Customer service matters for Rubina Rob (PLS Solicitors), nominee of the ESTAS People Award 2019

Rubina (Front) pictured with Aash (Left), Rob (Middle) and Dan (Right)

This year saw PLS Solicitors’ first People Award nominee, Rubina Rob. There were 20 nominees and five worthy winners. It is well worth highlighting the fantastic work that the nominees do to ensure the conveyancing process is as smooth as possible for sellers and buyers.

Rubina is a Senior Legal at PLS Solicitors and heads up the City of London office. We asked Rubina what it meant to her to be nominated for such an award.

“Firstly, well done everyone who was nominated in this category, as delivering excellent customer service is not always easy.”

She continues “I am really proud that I have been recognised for being good to people and I truly believe that, by simply knowing that all it takes is a phone call to get to know our customers, this makes all the difference.

When I was young, my father always said treat everybody with love and respect despite how they treat you, and that always stuck with me. So, I just treat everyone in the same way I would treat my own family and friends.

Every day we are dealing with people who are undertaking one of the most challenging transactions in their lifetime – particularly for first-time buyers. They want us to be responsive, understand what they are going through, and most importantly they want a friendly voice!

Our job is to make it easy for them. To be there when they need us and to give them the expert advice they are looking for.

Thank you to the judges for including me in this worthwhile category.”

About the ESTAS

The ESTAS are the most prestigious awards in the UK property industry and this year the awards for the conveyancing firms were sponsored by SearchFlow.

The ESTAS Awards determine the best conveyancing firms in the UK based purely on feedback from clients who are asked a series of questions via the ESTAS Customer Feedback Platform which is designed exclusively for property professionals. A record 45,000 customers have submitted an ESTAS survey so far this year, 9,000 of them for conveyancing firms. 

About PLS Solicitors:

PLS Solicitors was formed in Manchester by co-founders Aashim Dhand and Rob Thomas in 2008. They have since grown from a partnership to a company with over 170 employees. The firm is focussed on providing excellent customer service.

PLS is a modern and progressive property law firm, putting our customers at the heart of everything we do.

As a leading property firm, with rapidly growing offices in both Manchester and London, PLS is one of the top 10 conveyancing firms by volume.

The firm has experience in all types of conveyancing including the First Homes Scheme. Their 24/7 online portal means customers have the ability to securely access and sign documents, no matter where in the world – making the conveyancing transaction fast, accessible and stress-free.

PLS has invested in technology to improve efficiency, accuracy, and security for clients. This year PLS has significantly invested in machine learning, Robotic Process Automation and high level of accuracy scanning through Kofax.

Relying on openness, transparency, speed and great customer service, this year the team launched an App to allow both teams and customers to sign and store their documents and gain access 24:7.