Why Hands-On Support Matters: Kelly Shares Her Smart Compliance Experience
At Smart Compliance, we always say that great compliance isn’t just about policies and paperwork, it’s about people. It’s about making sure estate agency teams feel supported, confident, and able to get on with what they do best: selling homes and delivering brilliant customer service.
In a recent conversation, Kelly Gardner, Director from FBM estate agency shared her experience of working with Smart Compliance. What stood out most wasn’t the compliance packs, the risk assessments, or the data reports, it was the support.
“We can always pick up the phone”
When asked what surprised her most about working with us, Kelly didn’t hesitate: the level of support her MLRO receives.
Even with years of experience behind her, their MLRO still comes across tricky or unusual scenarios, the kind that make you pause and want a second pair of eyes. That’s where Smart Compliance comes in.
“She will always pick up the phone to you. We’ve got a tricky case, we’re not sure after a case has been escalated to her… just being able to double check we’re on the right track. That support means she can sleep at night, we all can.”
For Kelly’s team, that reassurance has become invaluable. They know they can pick up the phone or email about a case, talk it through, and get real guidance, not chat bots, generic templates or automated replies, but a human expert who understands the sector.
Helping the whole team – not just the MLRO
One thing Kelly highlighted is how that support flows through the entire business.
It’s not just the MLRO who calls us, team members do too and they just get genuinely helpful, practical guidance.
It’s not just the MLRO who calls us, team members do too and they just get genuinely helpful, practical guidance.
It’s the kind of relationship where the answer is never “that’s not our responsibility”, but rather:
“Let’s take a look at that.”
Compliance that makes estate agents… happy?
Kelly joked that it might sound strange, but compliance now makes them happy.
Why? Because when compliance feels heavy or confusing, it drags on the whole business. When it feels handled, when you know you’re doing things right, you get to focus on what actually earns money: selling, letting, delivering great service, and growing the business.
That’s exactly what Smart Compliance is designed for.
More confidence. Less stress. Better business.
Our role is to take the worry off your desk, to help you follow the legislation and to be the expert on the other end of the phone when you need us most.
Kelly summed it up perfectly:
“Even though we’ve been in the business for a long time, we still come across scenarios we haven’t seen before. Being able to double check we’re doing the right thing… that’s huge.”
This is what Smart Compliance is all about, partnership, support, and giving estate agents the confidence to focus on what they do best.