Terry Lucking was presented with the winner’s trophy and a cheque for £5,000 from HSBC at a glittering gala dinner held last Thursday (Oct 4)at Birmingham’s International Convention Centre.

Receiving his award, Mr Lucking said: “This is one of the proudest moments of my life and terrific recognition for my team who have worked so hard to achieve this success.”

He launched the Peterborough franchise of property lettings and management specialists Belvoir eight years ago and gone on to make it one of the most successful businesses in the extensive network.

For Belvoir, customer focus requires double vision as the business needs to consider the needs of tenants and landlords. Mr Lucking, in tandem with his franchisor, developed a series of initiatives aimed at providing better value for money for customers and helping him to stay ahead of his competitors.

These include the use of feedback forms, encouraging customers to grade the level of service they received, ‘mystery shopper’ reports carried out on Belvoir agents and their competitors, and the introduction of ‘cash back’ vouchers worth £50 for tenants who introduce new customers.

Improving customer service is at the heart of the business’s success and Mr Lucking also carries out regular reviews of key management data to see where changes can be made.

Belvoir Peterborough has also developed a system, now implemented by many Belvoir franchisees, for making digital recordings of properties at the beginning and end of tenancies, which has helped resolve disputes over claims for damages. Providing landlords with access to a free investment and protection review by a leading wealth management company is another Peterborough development.

Mr Lucking also works closely with the Belvoir network, regularly chairing networking group meetings to assess and review changes within the industry and generate responses that keep Belvoir at the head of its field.

Director General of the bfa Brian Smart said: “These awards recognise the very best franchisees and how their focus and drive, with the support of a franchisor, results in the growth of a sustainable and profitable business. Terry is an inspiring example of such a partnership and we congratulate him on winning the 2007 Gold Award.”

HSBC head of franchising Cathryn Hayes added: “HSBC has been supporting the franchise industry for more than 20 years and we congratulate Terry Lucking on being named Gold Winner.”