Carol is responsible for the overall leadership and management of the Property Management division, overseeing day-to-day operations, team performance, client relationships and portfolio growth. Her role includes setting strategic direction, maintaining high standards of service and compliance, developing the property management team, and holding strong relationships with property owners and tenants.

Day to day, that covers tenancy management standards, maintenance oversight, rent collection and arrears performance, inspection cycles and owner reporting, with a focus on consistency across the portfolio. It also carries responsibility for meeting legislative obligations, including Healthy Homes standards, smoke alarm requirements and the requirements set out under the Residential Tenancies Act.

Alongside operational delivery, Carol focuses on building capability within the team through training, coaching and clear process, and on the service standards owners and tenants experience at every point of contact. Portfolio growth is approached through retention and referral as much as new business, on the basis that consistent service is what keeps owners with the division long term.