Supporting the People Behind the Properties

The property management sector is fast paced, emotionally charged, and often misunderstood. Residents face uncertainty around service charges, lease obligations, and building safety. Directors carry the weight of communal decision-making. Contractors and agents juggle expectations and deadlines. Property Managers sit at the centre of it all.

Recent findings from The Property Institute’s (TPI) Wellbeing & Resilience Survey revealed that over two-thirds of professionals felt their mental health was at risk due to workload pressures. But mental health challenges don’t stop at the office door - they ripple outward to the communities we serve.

At Town & City Management Ltd, we believe that supporting mental health starts with how we operate.

Operational Practices That Promote Client Wellbeing

Our management style is built on clarity, consistency, and compassion. We know that uncertainty breeds anxiety - so we work to remove it.

• Clear, Lease-Led Communication: Whether we’re responding to queries, enforcing covenants, or managing disputes, our correspondence is grounded in the lease and delivered with empathy. We soften tone where needed, add firmness when appropriate, and always aim to preserve rapport.

• Proactive Issue Resolution: We don’t wait for problems to escalate. Our team monitors developments closely, engages early, and seeks collaborative solutions - reducing stress for residents and directors alike.

• Respectful Engagement: We’ve adopted The Property Institute’s Unreasonable Behaviour Policy to protect our team and ensure all interactions remain respectful. This benefits everyone as when communication is calm and constructive, outcomes improve and relationships strengthen.

• Consistency Across Developments: Our internal systems ensure that service charge budgeting, contractor oversight, and compliance checks are handled methodically. This consistency builds trust and reduces the emotional toll of uncertainty.

Supporting Our Team to Support Others

We recognise that a resilient team is essential to delivering calm, confident service. That’s why we’ve invested in internal wellbeing initiatives - not just as a moral responsibility, but as a strategic foundation.

• Flexible Working: Hybrid schedules and adjusted hours allow our team to manage their time effectively, reducing burnout and improving responsiveness.

• Wellbeing Hub: Staff have access to mental health resources, mindfulness tools, and signposting to external support services including Mind and Samaritans.

• Confidential Counselling: We’ve partnered with a local provider to offer fully funded, self-referral sessions for any team member who needs support.

• Peer Check-Ins: Monthly wellbeing sessions create space for open dialogue, helping our team stay grounded and connected.

These initiatives don’t just benefit our staff - they ripple outward. A supported, balanced team is better equipped to handle sensitive resident issues, navigate disputes, and maintain professionalism under pressure.

Looking Ahead

Mental health in property management is no longer a side issue - it’s central to the sustainability of the sector. At Town & City Management Ltd, we’re proud to be part of the shift toward more compassionate, transparent, and responsive service. By supporting our team and refining our operations, we help create calmer, more confident communities - and that’s a win for everyone.

Andy Skyrme, Head of Business Development, Town & City Management Ltd