Tackling Abuse and Aggression in Property Management – A Roundtable with The Property Institute (Featuring Michael Jacobs, Emily Gray, Lizzie Higgs & Malcolm Perryman)

Beyond Four Walls - With Jodie Fraser

In this powerful roundtable episode of Beyond Four Walls, host Jodie Fraser is joined by leading voices from The Property Institute – Michael Jacobs, Emily Gray, Lizzie Higgs, and Malcolm Perryman – for a frank and insightful discussion on one of the toughest challenges in property management: dealing with difficult and abusive clients.

Residents and building managers are all human, and sometimes human relationships don't work as well as they should. Two TPI directors join a panel to speak frankly of their own personal experiences, reflecting on went well and what didn't in trying to make relationships work better for everyone. The roundtable discusses lessons we can share with other business owners, team leaders and frontline teams

Together, they explore:

🔹 Personal experiences with abusive or aggressive clients
🔹 The emotional and professional toll such interactions can take
🔹 Practical strategies for de-escalation and protection
🔹 Support structures for property managers
🔹 Honest reflections on what could have been done differently
🔹 Advice for new and emerging professionals in the sector

This episode is a must-listen for anyone working in the leasehold and block management industry, especially those navigating frontline roles.

🎧 Listen now and be part of the conversation around creating safer, more supportive work environments in property management.

💙 Episode Sponsor
This episode is proudly sponsored by Michael Laurie Magar – a professional, people-focused company delivering expert leasehold and estate management across the UK. Their commitment to raising standards and promoting well-being in the industry aligns perfectly with the values of Beyond Four Walls. Thank you to MLM for supporting this important conversation.

Property Management in London | MLM Property Management

Thank you so much for listening to Beyond Four Walls. If you’ve been inspired by today’s conversation and you’d like to share your own story, I’d love to hear from you. You can reach me directly at [email protected] if you’d like to be a guest on the podcast.

I’d also like to say a special thank you to my podcast producer, Shirley Ludford, at Swindon 105.5 – Swindon’s award-winning community radio station. It’s run by an incredible team of volunteers who are passionate about giving a voice to the local community. You can find out more about the station at www.swindon1055.co.uk

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