On 10th September, colleagues from every Webbers office and department came together at Sandy Park for the Webbers Annual Conference 2026, a day focused on our people, our customers and the future of our business.
This year’s conference was built around one important message: “The Webbers Difference Is You.” It reflected our belief that while technology, marketing, systems and innovation all have an important role to play in modern estate agency, it is ultimately our people who create the experience our customers remember.
Teams from across Devon, Cornwall, Somerset and Exmoor joined together to share ideas, hear from two keynote speakers, consider how our industry is changing and celebrate colleagues at the annual Webbers Awards. The conference agenda itself was designed around celebrating, challenging ourselves and looking forward, while remembering the importance of every individual within Webbers.
What does “The Webbers Difference Is You” mean?
Estate agency has changed considerably, and it will continue to change. New technology gives us more ways to communicate, market property and manage the moving process, but the fundamentals of good estate agency remain reassuringly human.
A customer remembers the person who took time to listen. They remember the extra phone call, the clear explanation when something became complicated and the reassurance they received at an important point in their move.
That was at the heart of this year’s conference.
Our people bring local knowledge, professionalism, enthusiasm and experience to their roles every day. Whether somebody works directly with buyers, sellers, landlords and tenants or supports our offices from another department, everyone contributes to the Webbers customer experience.
That is why The Webbers Difference Is You was much more than the title of the conference. It summed up the culture we want to continue building across Webbers.
Customer experience at the heart of the day
Customer care was a major theme throughout the Webbers Annual Conference 2026.
Moving home can be exciting, but it can also involve uncertainty, complicated decisions and moments when good communication becomes especially important. For an estate agent, providing a professional service therefore means more than simply marketing a property or arranging a viewing.
It means being accessible, communicating clearly and understanding what matters to the individual customer.
Simon Brown from The ESTAS: why customer experience matters
We were delighted to welcome Simon Brown from The ESTAS as one of our keynote speakers.
Simon’s session focused on customer experience, customer feedback and the importance of the reputation an estate agency builds through the way it treats people. His presentation explored the role reviews and recommendations now play when customers are deciding who they want to work with.
For Webbers, this fitted naturally with the theme of the day. A strong reputation is not created by a single advert or marketing campaign. It is built through thousands of individual interactions between customers and the people representing the business.
Simon also explored the difference between customer service and customer experience, encouraging everyone to think about the complete journey a customer has with their estate agent.
The session was a useful reminder that professionalism, communication and care do not simply affect one transaction. They influence whether customers recommend us to friends and family and how they remember their experience long after their move has completed.
Mal McCallion: how AI can help Webbers
Our second keynote speaker was Mal McCallion, MD of ModelProp, who explored how artificial intelligence can help Webbers and support the way our teams work.
AI is becoming an increasingly important part of the property industry, but the conversation at our conference was not about replacing people. Instead, it was about understanding where technology can help our colleagues work more effectively and create additional time for the areas where human expertise matters most.
That fitted perfectly with “The Webbers Difference Is You.” Technology can support the service, but it cannot replace the local knowledge, judgement, empathy and experience that our people bring to a customer’s move.
Mal’s presentation encouraged colleagues to think positively about what AI could make possible while keeping the human side of estate agency firmly at the centre.
Forward thinking without losing the personal touch
Innovation was an important part of the wider conference.
Webbers has always understood the importance of adapting to change, and the day provided an opportunity to consider how new systems, better communication and emerging technology can improve the way we work.
However, innovation only has value when it produces a better experience for our customers or our people.
The aim is not to introduce technology for the sake of it. It is to find tools that remove unnecessary processes, create more time and make it easier for our teams to provide the responsive, knowledgeable service customers expect.
That balance between established values and forward thinking was one of the strongest messages of the conference. We can continue evolving while preserving the qualities that matter: local expertise, personal relationships, communication and care.
Celebrating our people at the Webbers Annual Awards
The conference finished with the Webbers Annual Awards, giving us the opportunity to recognise the people and teams who make a difference across the business.
The awards also reflected the breadth of Webbers. Success in estate agency depends on far more than one person or one role. Property advisors, administrators, managers, lettings teams, accounts colleagues and entire offices all contribute to the service our customers receive.
Kelly Lane was named Administrator of the Year, while Holly Gorman and Annabel Barnes were joint winners of the Lettings Valuer / Property Advisor of the Year award. Annie Urry-Clarke received the Residential Valuer / Property Advisor of the Year award, and Jon Hughes was named Local Director of the Year.
The Braunton office received the Neville Storton Sales Achievement Award, while Minehead & Exmoor received the Napoleon Wilcox Award for Fine & Country Office of the Year.
Fiona Parrott received the John Spain Award, and the Vivian Moon Shield for Office of the Year was awarded to our Launceston office.
The Directors’ Special Recognition Award celebrated Trina Swift, Linda Warrick, Tracey Holding and Kimberley King from Head Office Accounts, recognising the important contribution made by the teams supporting our offices behind the scenes.
Congratulations go not only to every winner but also to everyone who was nominated by their colleagues. Being recognised by the people you work alongside is an achievement in itself and says a great deal about the teamwork within Webbers.
Speak to a local Webbers office
If you are thinking about selling, buying, letting or renting a property, speak to a Webbers team that understands your local market.
Our offices across Devon, Cornwall, Somerset and Exmoor combine local knowledge and personal service with the support and expertise of the wider Webbers network. Contact your nearest Webbers office to discuss your plans or arrange a property valuation.