Lettings Manager | Kwester

With more than 14 years of experience in the property industry and a career built around South Essex, I have developed a genuine passion for lettings, property and, most importantly, people.

Originally from Basildon, I have lived in various parts of Essex over the years, including South Woodham Ferrers, Chelmsford, Southend and Leigh-on-Sea, where I now live. Having worked in Southend for a decade, I know the area extremely well and have built strong relationships with landlords, tenants, developers, investors and other local businesses along the way.

As Lettings Manager at Kwester, my role is varied, fast-paced and rarely predictable — which is exactly how I like it.

What does a typical day look like?

There really isn't a typical day.

One day I could be meeting a client on Southend seafront near Adventure Island, discussing their property and how we can help them achieve the best possible result. The next, I might be at my desk working through Rightmove, Zoopla, OnTheMarket, OpenRent and SpareRoom, identifying new opportunities and speaking to potential landlords.

I work with all sorts of people — from professional property investors and accidental landlords to developers, sellers, buyers and tenants.

That is one of the things I enjoy most about the job: you constantly meet new people, hear different stories and build relationships within the local community.

How did you get into property?

My career in property started almost by accident.

I originally stepped into the industry when I covered my sister-in-law's maternity leave for six months. She was working as a property manager in Rayleigh, and that opportunity gave me my first real insight into the industry.

I worked alongside the property management and lettings teams and quickly realised that lettings was something I wanted to pursue.

I subsequently joined First Call Sales & Lettings near Southchurch Park, where I spent the next 10 years working in the lettings department.

I thoroughly enjoyed my time there, developed my knowledge of the local property market and, perhaps most importantly, made some great friends — including Benjamin Lawrence, who is now Director of Kwester.

It's quite fitting that after all these years, we're now working together again.

What have 14 years in property taught you?

One of the biggest lessons I've learned is that the best way to succeed is to be yourself.

You don't need to put on a performance or try to be the person you think other people want you to be. People buy people.

If you're respectful, approachable, friendly and honest, people will remember you and, more importantly, trust you.

That approach has served me well throughout my career and is something I continue to bring to my role at Kwester.

What do you enjoy most about lettings?

For me, it's the competition.

I love the challenge of competing with other agents to provide the best possible service and win new business on merit.

When a landlord has spoken to several letting agents and ultimately decides to put their trust in you, there's a real sense of achievement. But the most rewarding part is then delivering on that trust.

Getting a property let, finding the right tenant and seeing a client happy with the service you've provided is what makes the hard work worthwhile.

What makes you good at what you do?

Understanding people.

Everybody is different, and one of the most important skills I've developed over the years is being able to read a situation and adapt my approach accordingly.

Some landlords want a completely professional relationship focused on facts, figures and results. Others appreciate a more personal and friendly approach.

There isn't one way of dealing with everyone, and I believe understanding what each individual person needs is a big part of providing genuinely good customer service.

What should landlords expect from a good letting agent?

Communication and honesty are absolutely essential.

There can be a stigma around estate and letting agents, and I think people really appreciate it when they find an agent who is straightforward, honest and genuinely focused on providing a high level of customer service rather than simply chasing commission.

Landlords are trusting you with one of their biggest assets, so they deserve an agent who takes that responsibility seriously.

My local knowledge

Having worked in Southend for 10 years and visited properties across the area almost every day, I know Southend-on-Sea and the surrounding towns extremely well.

From a geographical perspective, I can get around Southend like the back of my hand. But local knowledge is about more than knowing the roads.

I'm very active within the local community and on social media, and I enjoy getting involved with local events and keeping up with what's happening across Southend and South Essex.

My favourite parts of Southend

Leigh Broadway, Old Leigh and Rectory Grove are probably my favourite areas.

I love the sense of community, the independent businesses and the fact that there is always somewhere to walk, eat or grab a drink.

It's an area that has a real identity and character, which is one of the reasons Leigh-on-Sea continues to be such a popular place to live.

Where would I recommend moving to?

It really depends on what you're looking for.

For families with children, I'd recommend Southchurch. It has a strong community feel and access to a number of good schools, including Greenways, Porters Grange, Hamstel, Bournes Green, Southchurch High School and Southend High School for Girls.

For younger adults looking for somewhere with plenty going on socially, Leigh-on-Sea, particularly around Leigh Broadway, is a great choice.

For older couples or anyone looking for somewhere quieter and more peaceful, I'd suggest Thorpe Bay.

One of the great things about Southend is that there really is an area to suit almost everyone.

Local hidden gems

Two of my favourite places are Southchurch Hall Park and Gardens and Shoebury Garrison.

Southchurch Hall is a lovely place for a peaceful walk around the gardens and duck pond, while Shoebury Garrison is fantastic if you enjoy history, architecture and open spaces.

For food, I particularly enjoy Legra Tap & Kitchen and The Inn at Belfairs.

If I'm looking for a great meal in Southend, Piper's Port is another favourite. It's tucked underground, has a really nice dark and atmospheric feel, and serves great food.

For breakfast or brunch, Brunch Co is one of my go-to spots.

What makes Southend a great place to live?

The community.

There are so many different areas and personalities across Southend, but there is still a strong local identity.

There are independent businesses, community events, local sports clubs, great restaurants and plenty of things happening throughout the year. It's a place where you can genuinely get to know people and feel part of the area.

What do landlords sometimes underestimate?

I don't think people always realise just how much work is involved in properly managing a rental property.

The responsibilities of being a landlord have changed significantly during my time in the industry, particularly following major changes such as the Tenant Fees Act 2019 and the Renters' Rights Act.

There are now a huge number of things landlords need to understand and keep on top of, from compliance and safety requirements to tenant communication, maintenance and the day-to-day management of the property.

Good property management isn't simply about collecting rent. It's about protecting the landlord's investment, looking after the tenant and making sure the property is being managed properly.

My biggest piece of advice to landlords

If you wouldn't live in the property yourself, don't expect a tenant to.

If you give a tenant a property in poor condition, there is a much greater chance that it will be returned in poor condition.

If you provide a property that is clean, well-maintained and somewhere you would be happy to live yourself, tenants are much more likely to treat it with the same respect.

It's a simple principle, but one I've seen play out repeatedly throughout my career.

What do tenants value from a good letting agent?

Communication — and knowing that somebody genuinely cares.

Tenants want to feel that they can contact their agent, be listened to and have their concerns dealt with properly.

Good property management should work for both sides. Looking after tenants properly ultimately benefits landlords too.

Life outside Kwester

When I'm not working, I like to keep active.

I play football for Leigh Ramblers and regularly go to Anytime Fitness. I enjoy keeping fit, eating well and generally trying to maintain a healthy lifestyle.

I also enjoy spending time around Leigh-on-Sea and making the most of everything the local area has to offer.

What's on the bucket list?

There are a few things I'd like to tick off.

I'd love to travel around Asia, learn to solo skydive and learn to play the piano.

So there's plenty still to do!

If I wasn't working in property...

I'd probably be working for the police.

I was actually accepted into the police a few years ago but ultimately decided to stay in property.

The appeal for me was always the opportunity to help people and serve the community. In many ways, that same motivation is still present in what I do today.

I enjoy being someone people can rely on, whether that's a landlord looking for advice, a tenant who needs help or a client trusting us with their property.

What do I want people to feel when they deal with me?

I want them to feel that they've found a trustworthy letting agent and that they're in good hands.

Whether you're a landlord looking to let your first property, an experienced investor with a growing portfolio or a tenant looking for your next home, you should feel that the person you're dealing with is approachable, honest and genuinely interested in helping.

That's the experience I want to provide through Kwester.