Jennie Roos took on the management of Emanuel House in Westminster two years ago and has worked to build strong relationships with leaseholders. With challenges including the presence of reinforced autoclaved aerated concrete (RAAC) identified on the roof, Jennie has been working closely with Westminster City Council and the residents’ association, ensuring progress on the remediation and that all critical safety systems were in place.
But it was an emergency at the development that proved to be a powerful reminder that successful property management is about more than compliance – it’s about knowledge, empathy, and the ability to lead in a crisis.
Late on a Friday evening over the May bank holiday, Jennie was alerted to a fire at the development. Working closely with Regional Director Leanne Barker with the Operations Director and wider teams on hand to support, the pair sprang into action, spending the night on the phone coordinating with the emergency services, the on-site porter, insurance teams, and Westminster’s resilience group.
“We had older residents. Vulnerable people. People who didn’t know where they’d sleep that night,” Jennie says. “It wasn’t about policies or job descriptions – it was about people.”
By 1:55 am, some residents were able to return to their homes, while others were placed in nearby hotels. The pair were on-site by 9:00 am and spent the next five days coordinating contractors, answering calls, and comforting residents.
Jennie adds: “Our priority was to make sure the building was safe and that residents felt safe in their homes. We introduced a waking watch and worked to restore vital services at the development.”
The London Fire Brigade commended the team’s response, formally praising the preparedness of fire doors, automatic opening vents (AOVs), and the level of resident support. Westminster City Council also expressed its appreciation. “Recognition is nice,” Jennie says, “but for us, it was about making sure everyone was okay.”
Jennie currently manages 11 developments, five of which are high-rise. She’s part of a close-knit team of five Property Managers, an Associate Director, and Leanne as the Regional Director. “This job isn’t easy,” she admits, adding: “But we support each other. I speak to my team every day – not just about work, but to check they’re okay. You’re dealing with people in moments of distress – and for them, it’s not just a service issue, it’s their home.”
“You’ve got to care,” she says. “You can’t teach that. If you don’t care, you’ll just do the basics. But when you really care about people and where they live — that’s when you go above and beyond.”
Jennie also holds an MTPI qualification and previously won the Ann Garland Award for the highest national score in the Level 3 leasehold management exam. Managing people’s homes is about having the knowledge and confidence to keep residents safe, deal with exceptional situations, and do the job well.
As Jennie’s journey shows, the right qualifications give you the foundation to do just that.
