Taylor Kay is the owner of Akeman Residential, an award-winning independent estate agency covering Berkhamsted, Tring, Hemel Hempstead and the surrounding areas. He has been an estate agent since 2012, working mainly in sales, and in this time he has built a reputation that sets him apart. Taylor often says he is not a typical estate agent, and while many might claim the same, his client testimonials clearly prove that his approach is different. He does not see himself as a salesman.
Taylor Kay | Owner | Akeman Residential
Instead, he focuses on helping people move with as little stress as possible and on achieving the right results for them. His work is built on customer service because he believes nothing matters more than making sure every client feels valued, listened to, and supported. At EliteX, we are proud to have Taylor Kay as part of the edition: The 10 Most Trusted Property Consultants to Watch, 2025.
What first inspired Taylor to enter the property industry was his belief that homes are much more than bricks and mortar. He sees them as the backdrop to people’s lives, holding memories, milestones, and stories. The chance to guide someone through such an important moment and to know he has genuinely helped them is what drives him. To him, true customer service is about listening carefully, understanding what people really need, and then delivering on that promise. That passion for service has shaped his entire career and is the foundation on which Akeman Residential was built.
“Good customer service is not an add-on, it is the heart of everything we do.”
Taylor has been part of the property industry since 2012, and just over two years ago he launched Akeman Residential. Although still a young business, it has already won multiple awards for both sales and lettings. These awards mean a great deal because they recognise not just results but also the quality of service and the positive experiences clients have had. For Taylor and his team, those achievements reflect their commitment to doing things differently and always keeping people at the heart of the process.
The agency mainly works in residential sales and lettings. Taylor and his team support families moving to new homes, downsizers seeking the right property for the next stage of life, and first-time buyers stepping onto the property ladder. They also look after landlords who want peace of mind that their investments are being managed properly. What connects all these different clients is the level of care they receive. No matter what type of property or situation, Taylor believes every client deserves the same level of attention, communication, and service.
What makes Taylor’s services stand out is the personal approach. Clients always deal directly with him or a close member of his team. He does not treat the work as a numbers game, but as a responsibility to people. He gives honest advice, keeps his promises, and makes sure clients feel supported from start to finish. For him, customer service is not an optional extra but the very heart of his business.
There are many success stories that show the impact of his approach. One example is a family who had struggled to sell their home for months with another agent. Taylor stepped in, improved the marketing with professional photography, and kept in regular contact with the family. Within days, he secured multiple viewings and soon found the right buyer at the right price. Another example is the strong relationships he has built with local landlords. Some now trust Akeman Residential exclusively with their entire property portfolios, a clear sign of confidence in his service and communication.
Trust is at the centre of everything Taylor does. He builds it by being open, consistent, and transparent. If something is not right, he says so. His communication is always honest and straightforward, so clients never feel uncertain about what is happening. Over time, this consistent approach creates a sense of reassurance and respect, which is why many clients come back to him or recommend him to others.
“Homes are more than bricks and mortar – they are the backdrop to people’s lives.”
One of the biggest challenges Taylor has faced was starting an independent agency in a competitive and uncertain market. Yet he overcame it by focusing on service, quality, and word of mouth. When clients feel well looked after, they naturally share their positive experiences, and that has been the foundation of Akeman Residential’s steady growth.
To keep himself updated with trends, laws, and market shifts, Taylor stays in touch with industry bodies, attends training, and monitors legislative changes closely. He also pays careful attention to local market conditions, because he believes property is about community as much as figures. This knowledge allows him to guide clients with confidence and accuracy. Technology also plays an important role in his work today. From digital marketing and social media exposure to systems that update clients at every stage, technology helps the agency run smoothly. Still, Taylor balances these tools with personal contact. He believes technology should enhance customer service but never replace the human element.
Transparency is another value Taylor holds strongly. Every offer, cost, and update is shared clearly with clients. Regular communication prevents surprises and builds confidence, making the process smooth and trustworthy. When advising first-time buyers or investors, Taylor takes time to explain every step in plain language. He knows buying a first property can feel overwhelming, so he focuses on making the experience simple, calm, and supportive.
Looking ahead, Taylor sees the property market shifting towards more energy-efficient and sustainable homes. He also believes technology will continue to change how properties are marketed and managed. Yet no matter what changes, the personal side of customer service will remain just as important as ever. For those wanting to enter the industry, Taylor’s advice is to focus on people rather than deals. If someone genuinely cares about helping clients and providing excellent service, the business side will follow naturally.
Taylor’s vision for the future of Akeman Residential is not about chasing numbers but about building trust and delivering quality. His dream is to sell a house on every road in the areas they cover, creating a strong track record that reflects both reach and commitment to the community. More importantly, he wants to grow a team culture built on care and passion for people. When clients feel that passion and service in every interaction, the experience becomes special. That is the standard Taylor Kay sets and the reputation he wants Akeman Residential to be known for.
“Focus on people, not the deal – the results will follow.”
