Case Study: Supporting a Family Through Change | Russ Edgar’s Experience with Ellis Winters

When Russ Edgar reflects on the past year, “busy” doesn’t quite capture it. In the space of just 12 months, nearly 80% of his close and extended family moved home… spanning three generations, multiple properties, and a mix of buying, selling, and lettings.

At the centre of it all was one consistent partner: Ellis Winters.

A Family-Wide Property Journey

Based throughout Cambridgeshire, the Edgar family’s moves weren’t isolated transactions… they were interconnected decisions shaped by changing needs, lifestyles, and, in some cases, deeply personal circumstances.

“We’re quite deep in with Ellis Winters right now,” Russ explains. “Every department has been involved… buying, selling, lettings… you name it.”

This wasn’t just convenience. It was trust.

Russ had known of Ellis Winters for years through their strong presence in the local community. “You always see their boards. They stand out. In small towns like St Ives, March, or Chatteris, that visibility and community connection means something.”

When the time came to recommend an agent to his family (especially during pivotal life moments) Ellis Winters was the natural first choice.

Navigating an Emotional Chapter

Behind the logistics of property moves was a far more personal story.

Following the passing of his mother, Russ’s father made the difficult decision to leave the family home of over 30 years.

“It wasn’t about just moving house… it was about starting a new chapter,” Russ shares.

During this time, the role of the estate agent became far more than transactional.

“Matt from Ellis Winters was incredibly supportive. There was no pressure, no rush. It wasn’t about the sale, it was about helping my dad through the process. It felt like the beginning of a relationship, not a transaction.”

This approach left a lasting impression.

“It genuinely feels like a friendship. That kind of support, especially at a time like that, makes all the difference.”

What Sets Ellis Winters Apart

Russ is clear that this level of care isn’t accidental, it’s cultural.

“I’m sure every agent says they care, but Ellis Winters actually follow through. You see it in real life. That doesn’t happen by chance… it’s ingrained from the top.”

Having experienced other agents in the past, the difference was stark.

“With a previous agent, we felt like we sold the house ourselves. They were distant, hands-off. Compared to Ellis Winters, it’s black and white.”

So what does Russ think makes Ellis Winters different?

1. A Relationship-First Approach

Rather than focusing purely on transactions, the team prioritises people.

“It never feels about the money, it’s about supporting you through the process.”

2. Genuine Care and Empathy

Particularly during emotional situations, the team adapts their approach.

“They understood what my dad was going through. That empathy can’t be faked.”

3. A Strong Internal Culture

Russ noticed something else… how the team interacts behind the scenes.

“It feels like a family. Not just with clients, but internally too. And that carries through to the service you receive.”

4. High-Impact Marketing That Delivers

From professional photography to drone footage and fast turnaround times, the marketing stood out immediately.

“Our cottage looked incredible… like a million dollars. The smallest rooms looked amazing!”

Within hours of photography, the full listing was ready.

“They were on it straight away… photos, description, everything. And the drone footage? Outstanding.”

Russ, who has a creative background, recognised the difference immediately.

“I know what good marketing looks like… and this was a really high standard. It brings properties to life.”

5. Strong Local Presence and Reach

Ellis Winters’ visibility (both on the high street and online) reinforced confidence.

“They’ve got a strong presence locally and on social media. You can see the traction their properties get, it makes a difference.”

Staying Local, Moving Forward

Interestingly, while the Edgar family made multiple moves, they all stayed close to home… primarily within and around Somersham in rural Cambridgeshire.

“It just shows when you love an area, you don’t go far… you just find a property that suits your next stage of life.”

From upsizing and downsizing to fresh starts, each move had its own purpose… but all were supported by the same consistent experience.

A Lasting Impression

If Russ had to summarise Ellis Winters in just a couple of words?

“Family and supportive.”

Simple – but powerful.

Because in a year defined by change, emotion, and complexity, what mattered most wasn’t just the outcome. It was how the journey felt.

And for the Edgar family, that made all the difference.

To watch the entire video interview with Russ Edgar, please click here.