Agents adopt different operating model and 'fall back in love' with selling homes

Estate agency Glad Stones iad says it is already seeing stronger financial returns after transitioning to a new operating structure designed to reduce the overhead burden traditionally associated with running an independent agency.

The Plymouth-based business joined iad UK in December 2025 while retaining its existing local identity and high street presence, moving into a self-employed structure where much of the operational infrastructure is handled centrally.

The move comes at a time when many agencies are facing rising operational costs alongside longer transaction timelines and elevated fall-through rates across the housing market, increasing pressure on profitability and retained income.

According to figures shared by iad UK, smaller agencies can face fixed operating costs of more than £45,000 per year before staffing costs are factored in, including portal subscriptions, office overheads, utilities and CRM systems. Example monthly costs cited by the company include approximately £2,000 for Rightmove, £650 for Zoopla, £800 for office space, £200 for utilities and £100 for CRM software.

Leah Flanagan of Glad Stones iad said: "For us, the biggest change has been the balance between effort and reward.

"We have not stepped back from the work - if anything, we are more committed than ever. But now we are seeing more return for that work, our self-employed agents are building something meaningful for themselves, and our clients are getting the benefit of a team that is happier, more focused and able to give them a better experience. iad has helped us fall back in love with the industry."

Lee O'Brien, managing director of iad UK, said the model was designed to remove barriers that can often limit growth for smaller agencies.

"Leah and Helen's story is exactly why the iad model exists," he said.

"Traditional high street agency can place a huge financial burden on brilliant agents and small business owners, with costs that often restrict growth rather than enable it. By giving agents access to the infrastructure, technology, training and support of a global network of more than 21,000 agents, iad helps people build businesses with greater freedom, stronger margins and a better experience for their customers."

Glad Stones iad said the transition has allowed the business to focus more heavily on customer service, growth and retained income, while reducing the operational drag associated with running a traditional agency structure.

The company believes the approach offers an alternative route for agencies looking to improve profitability and operational resilience in a market where many business owners feel they are working harder for the same returns.