White Paper - Managing Agents: The A&E of the Housing System
The Property People have shared a new white paper exploring the growing pressures facing front-line residential property professionals and the increasingly critical role managing agents play within the wider housing system.
Titled Managing Agents: The A&E of the Housing System, the paper draws parallels between residential property management and NHS A&E departments, arguing that managing agents have effectively become the “front door” for a wide range of housing-related pressures - from resident frustration and emotional escalation to building safety concerns, regulatory complexity and increasing operational demand.
The research examines how these challenges impact the sector and highlights the need for better systems of prioritisation, operational resilience and wellbeing support for property professionals.
The paper also introduces the DHEA Method™ (Detect → Handle → Escalate → Assign), a structured triage framework designed specifically for residential property management to support more consistent handling of issues and improved operational efficiency.
Combining NHS operational models, indicative industry data and contributions from organisations across the sector, the white paper offers a thought-provoking perspective on the future of property management and the support structures needed across the industry.
Download the full white paper below.
© 2026 News On The Block. All rights reserved.
News on the Block is a trading name of Premier Property Media Ltd.