From Five-Star Hotels to Estate Agency: The Story Behind MyEstate Luton

By Richard Gedall MNAEA | AARLA, Director of MyEstate Luton Limited

Before becoming an estate agent, I worked in five-star hotels across the Middle East, Australia and the UK. Different countries brought different cultures and expectations, but the foundations of good hospitality remained consistent: welcome people properly, listen carefully, pay attention and follow through.

Those experiences still influence how I run MyEstate Luton. They shape the standards I set for my staff, how we approach property management and the service I want landlords, tenants, buyers and sellers to receive.

My career changed because of my disability. The lessons I learned in hospitality came with me.

Why I Changed Careers

Following serious injuries, hip replacements and ongoing mobility difficulties, standing for long periods became difficult. I had to reconsider my future in an industry where being on your feet was a significant part of the work.

I wanted to continue working with people, building relationships and solving practical problems. Estate agency gave me that opportunity.

Property involves people’s homes, finances and futures. It requires clear communication, patience and the ability to remain professional when circumstances become difficult.

My physical circumstances prompted the change. Building MyEstate gave me an opportunity to carry my hospitality standards into a new profession while developing the property knowledge the work demands.

Bringing the Front Desk into Estate Agency

I ask my staff to approach our reception as they would the front desk of a five-star hotel.

Someone entering our office should be acknowledged promptly. Someone calling should feel listened to. Whether an enquiry concerns a sale, a viewing or a maintenance problem, that person deserves our attention.

A good welcome sets the tone, but service continues afterwards. Accurate notes, organised appointments and clear handovers help us follow an enquiry through without making someone explain the same issue repeatedly.

If we cannot answer immediately, we should explain what needs checking and what happens next. If we make a commitment, we should follow it through.

These are the everyday habits I want embedded in MyEstate.

The Property Matters as Much as the Welcome

In a hotel, a warm welcome means little if the room disappoints. I apply that principle to the properties we let and manage.

Before presenting a property to a prospective tenant, I want it to meet our standards for cleanliness, condition and presentation, alongside the applicable safety requirements. An attractive advert should reflect a home that has received proper attention.

Tenants are making their home rather than visiting as hotel guests, but I bring the same care to their experience. I want them to feel comfortable, respected and confident that concerns will be taken seriously.

When they next need an agent, I want them to remember how we treated them and choose to return.

Caring for the Landlord’s Investment

That approach serves the landlord too. Their property is a valuable asset, and its condition matters throughout the tenancy.

Our role includes monitoring the property, reporting concerns and coordinating maintenance within the instructions and authority we hold. Where work is needed, landlords should receive clear information so they can make informed decisions.

Good management requires attention to both sides. Tenants need a comfortable, properly maintained home. Landlords need responsible oversight and an understanding of what is happening at their property.

Handing over the keys begins an ongoing relationship that needs care, communication and organisation.

Putting Our Standards into Practice

This is why MyEstate has two property inspectors, carries out inspections six days a week and provides a 24-hour emergency call-out service.

Both inspectors undertake training to develop their knowledge. Their most recent course covered Awaab’s Law, reinforcing the importance of recognising damp and mould concerns, understanding their potential impact and responding appropriately. I consider this essential knowledge for anyone inspecting homes.

We also have our own damp specialist who provides reports, helping us investigate underlying causes and identify appropriate remedial work. Our aim is to resolve the source of a problem and reduce the likelihood of mould returning, rather than repeatedly treating visible symptoms.

Tenants need a healthy, comfortable home, while landlords need clear findings and effective repairs that protect their property. Where remedial work is undertaken, follow-up helps us assess whether it has addressed the issue.

Our inspections support ongoing oversight of property condition. Our emergency call-out service provides a route for urgent problems outside normal office hours.

These services put my hospitality principles into practice: continued attention and responsibility for following concerns through after someone moves in.

Those Letters Are Not Wi-Fi Passwords

The letters after my name—MNAEA | AARLA—are not Wi-Fi passwords. They are professional membership designations that reflect my commitment to standards and development within the property industry.

In hospitality, courses and training help people understand service, procedures and their responsibilities. Property demands that same willingness to learn, alongside knowledge of the rules and processes affecting homes and investments.

Experience is valuable, but it needs to be supported by education. I continue developing my knowledge because clients rely on the advice we give.

I also want staff to understand why we do things properly. Knowing the purpose behind a process helps people recognise when something needs checking, questioning or escalating.

Honest Advice Comes Before an Easy Answer

Good service sometimes means having a difficult conversation.

An asking price may need reconsidering. A maintenance issue may require investigation. A proposed arrangement may need clarification before we can proceed.

My responsibility is to explain the situation honestly and help the client understand their options. Agreeing simply to secure an instruction can create disappointment later.

A business needs to earn money, but earning a fee brings responsibility. Clients deserve informed advice, clear communication and appropriate care of their property.

I expect that honesty within the team too. When information is uncertain, check it. When something goes wrong, acknowledge it and work towards a resolution.

A Career Change with a Continuing Purpose

Living with a disability has reinforced the importance of patience and understanding. People’s needs are not always visible, and a thoughtful conversation can make a meaningful difference.

Working in five-star hotels across the Middle East, Australia and the UK gave me principles that continue to guide me.

At MyEstate Luton, my aim is to put those principles into everyday practice: welcome people, give honest advice, care for properties and follow through.

Richard Gedall MNAEA | AARLA
Director | MyEstate Luton Limited
01582 380330
luton@my-estate.co.uk
www.my-estate.co.uk