20 Years of Lettings Expertise: The Making Of Crown Luxury Homes

As the founder of Crown Luxury Homes, Kristina Dabrila understands better than most what it means to operate in a market dominated by traditional portals, and why it's time for new alternatives. As one of the early adopters that have signed up to use our portal, she shares nHabit's vision of putting control back into the hands of agents, where it belongs. We sat down with her to talk about her journey through the lettings industry, the challenges of running a luxury agency in one of the world's most competitive cities, and how she's thinking about the future of her business.

Crown Luxury Homes’ clients come from all over the world. What does it take to make someone feel at home in London before they've even signed a tenancy agreement?

Making someone feel at home in London before they’ve even signed a tenancy agreement requires empathy, knowledge, and proactive support. I personally act as a trusted guide, welcoming clients to the city and providing detailed information about the property, neighbourhood, transport links, and local amenities. I make sure they feel comfortable and secure, knowing the process is safe and transparent.

It’s also my responsibility to ensure my team understands exactly what is expected of them so they can provide the same high level of support. By coordinating with my team, anticipating client needs, and offering reassurance, we help clients feel confident, valued, and excited about their move—even before stepping foot in their new home.

"What keeps me in the industry is the energy of the market and the satisfaction of connecting tenants with the right homes and landlords with suitable tenants, acting as the person who makes it all happen."

How did you get into the property industry, and what's kept you here?

I started my property career in the USA, working for three years in a developer’s admin and sales team, where I gained valuable insight into property operations and client relations. In 2005, I moved to London and joined an independent estate agency, quickly realising that the fast-paced lettings environment suited my personality and working style.

After a few years, I joined Savills, progressing through roles as Property Coordinator, Property Manager, Negotiator, and ultimately Assistant Director. Over more than 12 years, I gained comprehensive experience across all aspects of the business, which eventually gave me the confidence to open my own agency. What keeps me in the industry is the energy of the market and the satisfaction of connecting tenants with the right homes and landlords with suitable tenants, acting as the person who makes it all happen.

What is the best piece of career advice you have ever received?

The best piece of career advice I’ve ever received actually comes from two sources. From my parents, I learned the importance of commitment: if you start something, you should see it through and give it 100% or more—otherwise, what’s the point? Beyond that, I was fortunate to have a mentor in Dawn Shepperson, my long-standing manager at Savills. She gave me trust and the opportunity to grow, explore, and learn every aspect of the lettings industry. Her support helped me develop the skills and confidence that eventually allowed me to progress into leadership and, ultimately, to open my own agency.

What are the market challenges that you're currently navigating at Crown Luxury Homes, and what are you learning from it?

At Crown Luxury Homes, the constantly evolving lettings laws in the UK, along with a fast-growing, competitive market, keep us on our toes and drive us to stay at the top. It’s not just about overcoming challenges —it’s about continuously improving, innovating, and ensuring our brand stands out while maintaining the same high standard of service. These factors motivate me and my team to stay informed, aligned, and proactive. We focus on clear expectations and strong teamwork, which allows us to navigate change confidently, deliver excellence consistently, and continue growing as a trusted agency in the market.

Was there a moment in your career where you thought - this is exactly why I do this job?

There have been several moments in my career that remind me why I do this job, but one of the most rewarding is receiving positive feedback from our clients. Many of our clients are overseas and haven’t even met me or my team in person, so a simple “thank you” really reinforces the impact we make. Equally rewarding is hearing from tenants who appreciate the effort we put into making their time in a property positive and enjoyable.

Another highlight is working alongside my team. Seeing everyone collaborate, go the extra mile, and support each other reminds me that this is a career where relationships and trust truly matter. Moments like these—whether from clients, tenants, or my team—reinforce why I love the lettings industry and the difference it allows me to make every day.

"The key is embracing innovation while keeping the human connection at the heart of everything we do."

What are your thoughts about the impact of AI on the property industry at this moment in time?

I think AI is a game-changer for the property industry, offering exciting opportunities to streamline processes, improve data analysis, and enhance the client experience. At the same time, it’s essential to be creative and strategic in how we use it—AI should complement human expertise, not replace it. The personal touch, relationship-building, and understanding of client needs are still irreplaceable, especially in lettings and property management. I see AI as a tool that can free up time from administrative tasks, allowing us to focus on delivering exceptional service, providing tailored advice, and maintaining the trust that clients expect. The key is embracing innovation while keeping the human connection at the heart of everything we do.

"..By partnering with nHabit, we can future-proof our business, stay at the forefront of marketing innovation, and continue delivering the best results for our clients."

What made you decide to sign up with nHabit, and how are you hoping it will help you to future proof your business?

We’re always looking for ways to stay ahead of the competition and ensure our clients’ properties are highly visible. Signing up with nHabit felt like a great opportunity to work with an innovative platform that can help us achieve this. I believe in giving promising platforms a chance to prove their value, and by partnering with nHabit, we can future-proof our business, stay at the forefront of marketing innovation, and continue delivering the best results for our clients.