Helen Walden MARLA
Chichester,West Sussex
Summary
Results-driven Residential Property Manager with 23 years in housing and lettings, specialising in portfolio management and tenant support throughout the tenancy lifecycle. Expertise in arrears management, conflict resolution, and property compliance enhances service delivery. Strong organisational skills optimise operations and ensure timely maintenance coordination while fostering solid relationships with tenants, landlords, and contractors.
Overview
42
42
years of professional experience
1
1
Certification
Work History
Senior Residential Property Manager
PS&B
Bognor Regis, West Sussex
2021.01 - Current
- Manage a large residential portfolio of approximately 400 units, ensuring compliance with legislation, safety standards, and company policies.
- Oversee tenancy onboarding, renewals, inspections, maintenance coordination, and tenancy sustainment.
- Resolve complex tenant issues with a balanced, solution-focused approach, preventing escalation and supporting positive outcomes.
- Lead arrears management, creating payment plans and working closely with tenants to reduce debt and sustain tenancies.
- Coordinate contractors and maintenance teams to deliver timely repairs and maintain high property standards.
- Produced comprehensive reports and updates for landlords and senior management to facilitate informed decision-making.
- Strengthened internal processes, enhancing service delivery across the department and improving resident satisfaction.
Residential Lettings Manager
PS&B
Bognor Regis, West Sussex
2018.01 - 2021.01
- Managed daily operations of a busy property management department, ensuring smooth workflow and tenant satisfaction.
- Delivered practical solutions to tenant and landlord issues, enhancing communication and resolving conflicts effectively.
- Progressed tenancy management tasks within tight deadlines.
- Maintained strong working relationships with tenants, landlords, and contractors.
- Oversaw arrears management and payment arrangements, facilitating timely resolutions and maintaining positive landlord-tenant relationships.
Senior Negotiator & Inventory Clerk
PS&B
Bognor Regis, West Sussex
2005.01 - 2018.01
- Delivered high-quality customer service throughout the tenancy lifecycle.
- Resolved disputes and negotiated fair outcomes for deposit claims, ensuring tenant satisfaction and adherence to regulations.
- Created detailed inventories, reports, and compliance documentation to support operational transparency and regulatory compliance.
- Coordinated contractors to uphold property standards, ensuring timely maintenance and tenant satisfaction.
- Supported smooth office operations through accurate administration.
Holiday & Residential Lettings Assistant
Baileys Estate Agents
East Wittering
2004.01 - 2005.01
- Managed bookings and supported holiday lettings portfolio to ensure seamless guest experiences.
- Coordinated cleaners and contractors to uphold high property standards and enhance guest satisfaction.
- Delivered accurate day-to-day administration to facilitate efficient operations.
Youth Worker (Part-Time)
West Sussex County Council
East Wittering
1994.01 - 2004.01
- Delivered activities supporting young people’s emotional, social, and educational development.
- Facilitated team-building and personal development sessions.
- Built trusted relationships with young people and families.
Bartender
The Shore Inn
East Wittering
1987.01 - 1994.01
- Delivered exceptional customer service in fast-paced seaside bar, enhancing guest experiences and fostering repeat visits
- Kept bar stocked and organised for easy access and quick service to customers.
- Handled cash transactions and operated point-of-sale systems with accuracy and integrity.
Newsagent
'Good News' Newsagent and gift shop
1984.01 - 1987.01
- Supported family business management to improve operational processes and customer service.
- Collaborated with team members to achieve target results.
Education
City & Guilds Creative Studies -
University of Chichester
Chichester, WSX2000-01
NVQ Level 2 - Administration
University of Chichester
Chichester1999-01
O Levels -
Manhood Community College
Selsey1983-01
Skills
- Tenancy Management
- Arrears management
- Conflict management
- Property Inspections & Compliance
- Property compliance
- Extensive Property Legislation Knowledge
- Property law knowledge
- Landlord-tenant law knowledge
- Property legislation expertise
- Energy efficiency assessment
- Maintenance coordination
- Maintenance planning
- Contractor Coordination
- Work order processing
- Report Writing & Documentation
- Risk assessment
- Decision making
- Customer relationship management
- Customer-Focused Communication
- Tenant relations
- Effective communication
- Empathetic approach
Certification
MARLA, Member of the Association of Residential Letting Agents
Training
- Assured Shorthold Tenancy Management
- Dealing with Difficult Tenants
- Inventory Planning
- Managing Situations Involving the Death of a Tenant
- Deposit Dispute Resolution
- Time Management
Timeline
Senior Residential Property Manager
PS&B
2021.01 - Current
Residential Lettings Manager
PS&B
2018.01 - 2021.01
Senior Negotiator & Inventory Clerk
PS&B
2005.01 - 2018.01
Holiday & Residential Lettings Assistant
Baileys Estate Agents
2004.01 - 2005.01
Youth Worker (Part-Time)
West Sussex County Council
1994.01 - 2004.01
Bartender
The Shore Inn
1987.01 - 1994.01
Newsagent
'Good News' Newsagent and gift shop
1984.01 - 1987.01
City & Guilds Creative Studies -
University of Chichester
NVQ Level 2 - Administration
University of Chichester
O Levels -
Manhood Community College