A valued member of the team for several years, Emma has progressed through the business, developing extensive knowledge across all areas of the company. With a strong people-focused approach, she plays a key role in supporting both existing and new clients, ensuring a consistently high level of service while helping drive the continued growth of the business.
We sat down with Emma to learn more about her journey, her approach to client relationships, and her focus as she steps into this role at a particularly important time for landlords.
Q&A
Question: Can you tell us about your professional journey leading up to this appointment?
Answer: I’ve been with Pat Robson & Co. for seven years, within the Property Management department from Property Management Co-ordinator to Property Manager, then Assistant Head of Property Management, before stepping into my current role as Client Relationship Manager. Throughout my time with the company, I’ve developed a strong understanding of all aspects of the business, from day-to-day property management through to the wider operational and client-facing side. This experience has given me a well-rounded perspective, allowing me to better support our landlords and ensure they receive a consistently high level of service. Alongside my applied experience, I’m also a member of ARLA, having completed my qualifications in Residential Lettings and Property Management, which has further strengthened my knowledge of the industry.
Question: What drew you to a client relationship role?
Answer: What I’ve always enjoyed most about working in property is the people side of the business and the relationships you build along the way. While property management involves a lot of technical knowledge and compliance, at its core it’s about building trust and maintaining strong, long-term relationships with clients. Moving into a client relationship focused role felt like a natural progression for me. It allows me to work more closely with landlords, understand their individual needs and goals, and provide tailored support that helps them protect and grow their investments over time, while further strengthening the long-standing professional relationships I’ve built throughout my career.
Question: What does your role as Client Relationship Manager involve day-to-day?
Answer: My role is centred around supporting both existing and new clients across our range of services. This includes onboarding new landlords, guiding them through our processes, and ensuring they feel confident that their properties are being managed effectively from the outset. I also work closely with our existing clients, maintaining regular communication and acting as a key point of contact to ensure they continue to receive a high level of service. A big part of my role is identifying opportunities where we can further support landlords, whether that’s through expanding their portfolio or transitioning to a more comprehensive management service, as well as being on hand to provide guidance and answer any questions they may have along the way.
Question: How are you supporting landlords with the upcoming Renters’ Rights Act?
Answer: The upcoming Renters’ Rights Act will bring significant changes for landlords, particularly around compliance, tenancy management, and the legal processes involved in rent increases and regaining possession of a property.
My role is to support the team in guiding our managed clients through these changes, ensuring they fully understand what’s required and that everything is handled correctly on their behalf. For landlords who are currently self-managing, these changes will introduce a much greater administrative and legal responsibility, with no margin for error. By supporting our clients through our full management service, we can take that pressure away, ensuring processes are followed and our clients and their properties remain fully compliant with evolving legislation, allowing landlords to enjoy greater peace of mind and free up their time, confident that their portfolio is in safe hands.
Question: What do you believe are the key elements of excellent client service today?
Answer: For me, excellent client service comes down to clear communication, consistency, and trust. Landlords want to feel confident that their investment is being looked after properly, and that means being proactive, responsive, and transparent at all times. It’s also about understanding that every client is different. Taking the time to listen, understand their priorities, and tailoring our approach accordingly is key to building long-term relationships. When clients feel supported and informed, it naturally leads to stronger partnerships and better outcomes for everyone involved. I also place real value on being accessible, and I’m always happy to make time to meet clients in person for a coffee, a phone call, or a Zoom meeting, whichever is most helpful.
Question: What are you most focused on in your new role?
Answer: Right now, a key focus is ensuring our clients are fully prepared for the upcoming legislative changes. With the Renters’ Rights Act fast approaching, it’s more important than ever that landlords feel supported and confident in how their properties are being managed. I’m also focused on making the onboarding process as straightforward and seamless as possible for new clients. Transitioning from self-management to a fully managed service should feel simple and stress-free, and with the company offering 6 months free Full Management, I’m excited to speak to new clients who can benefit from this offer, and guide clients through every step of that journey.
Question: What do you enjoy most about working at Pat Robson & Co.?
Answer: The people and the culture are a big part of what I enjoy. It’s a supportive environment where there’s a real focus on delivering a high standard of service, while also investing in the development of the team. Having progressed within the company myself, I’ve seen first-hand the opportunities for growth and the emphasis placed on building strong, lasting relationships, not just with clients, but within the team as well. As a local independent business, that really comes through in the day-to-day culture and creates a genuine family atmosphere, where everyone works closely together to deliver a consistently high standard of service that we pride ourselves on.
Director Nick Clennell has added ‘Emma stepping into the role of Client Relationship Manager was a natural progression for her due to the exceptionally high standards that she delivers on a daily basis for our clients. With the Renters’ Rights Act just a matter of days away, her knowledge and experience for both current and new landlords will be crucial to help navigate what is going to be a challenging period for us all’.
If you’d like to speak to Emma to find out more about how we can help you, you can email her at [email protected] or alternatively, call us on our dedicated landlord line on 0191 20 90 100 – option 5.
