From hilarious tenant moments to moving accounts of going above and beyond, the entries reminded us just how vital property managers are to their teams, tenants, and communities.
Together with Scoop, our AI journalist, we called for nominations, and you delivered. While we received many fantastic submissions, we’ve narrowed it down to a short list of standout stories that truly captured the spirit of the profession.
A big thank you to everyone who entered and took the time to recognise the exceptional PMs in their world.
As part of the campaign, one storyteller and their nominated PM have each won a ticket to the upcoming PM One Conference (valued at $795 each).
The winners are: Chantel James and Michelle Rigg from Rentwest Solutions.
Here’s a taste of the incredible stories that poured in from across the country:
- Alex Caccetta, The Agency
- Amy Payne, McGrath Illawarra
- Catherine Russell, Movable
- Chantel James, Rentwest Solution
- Jazmyn Pannacchione, Rentwest Solutions
- Jo Natoli, The Rental Specialists – Glebe
- Lisel Giles, Harcourts St. Helens
- Michael Anania, Laing + Simmons Corporation
- Rachel Micallef, Stone Real Estate Macarthur
- Rebecca Lawson, First National Neilson Partners
- Samara Bedwell, Macwell Property Management
- Wendy Foster, Emerald Property Estate
Weekend Warrior: Alex’s Repair Rescue Mission
Rising star Alex Caccetta from The Agency has proven that exceptional property management knows no boundaries – not even weekends. When a property in his expanding portfolio hit rocky waters due to outstanding repairs, Alex stepped up in spectacular fashion.
While many would handle such situations strictly within business hours, Alex took a different approach entirely. Recognising the urgency of the situation, he sacrificed his weekend to coordinate directly with builders, ensuring the repairs were completed promptly and to standard.
“Alex has been really good in keeping the owner informed, following up on the repairs. And he even went on his day off on the weekend to meet builders to ensure that the problem gets fixed,” shared colleague Rebecca.
In just six months, Alex has climbed from property officer to senior property manager, building a reputation for meticulous portfolio management and unwavering client communication. His weekend dedication exemplifies the extra mile that separates good property managers from great ones.
It’s this kind of commitment that transforms challenging situations into success stories, proving that exceptional service doesn’t clock off at 5pm.
Grace Under Pressure: Amy’s Compassionate Touch
In the demanding world of property management, Amy Payne from McGrath Illawarra has faced one of the industry’s most challenging situations with remarkable grace. Over the past two years, Amy has guided three families through the heartbreaking process of losing loved ones while they were her tenants.
What sets Amy apart isn’t just her professional competence – it’s her extraordinary empathy. In each case, she has seamlessly balanced the practical requirements of coordinating pack-ups and managing logistics with genuine care for grieving families.
“She’s a beacon of support for grieving families, ensuring that they are taken care of while also maintaining the standards that are expected of us in property management,” shares her colleague Charlie from McGrath-Illawarra.
Despite the emotional weight of these situations, Amy has remained steadfast, offering understanding to families while keeping everything running smoothly on the professional side. Her quiet strength serves as a powerful reminder that property management extends far beyond transactions – it’s about real human connections.
Amy’s compassionate professionalism during these difficult moments exemplifies the very best of what makes a great property manager.
From PM Powerhouse to Business Building Brilliance
Catherine Russell at Movable Newcastle has built a reputation as the go-to person when her colleagues need support, always ready to lend a helping hand with challenging tribunal matters or difficult landlord situations.
“Without a doubt she’s always got somebody at her desk asking for help,” shares Emily Bruce, Marketing Manager at Movable Newcastle. “She’s really got a really large heart and she loves helping people.”
What makes Catherine’s story even more remarkable is her seamless transition this year from property manager to business development manager – a move that perfectly showcases the relationship-building skills she honed in property management.
Emily, who’s new to real estate, has been impressed by Catherine’s natural leadership abilities. “I’ve really been blown away by that kind of level of care for the team around her, which is not specifically her role, but something that she does on a day-to-day basis.”
Catherine’s journey proves that the skills that make an exceptional property manager – empathy, problem-solving, and relationship building – translate beautifully into other areas of real estate.
Birthday Surprise: Chantel’s Caring Touch
When elderly tenant John needed to move into aged care facilities, Chantel James from Rentwest Solutions didn’t just help him relocate – she made sure he felt valued in his new home.
After helping John settle into his new accommodation, Chantel visited him on her own time, bringing a thoughtful gift of a dressing gown and slippers. The timing couldn’t have been more perfect – it was John’s birthday.
The gesture clearly meant the world to John, who was adjusting to life in what was now just a small room.
He sent a heartwarming email to the Rentwest Solutions team expressing his gratitude for Chantel’s kindness.
Michelle from Rentwest Solutions, who nominated Chantel for this recognition, was moved by the impact of this simple act of compassion. The expression on John’s face when he received the gifts was unforgettable, creating what Michelle described as “a lifelong experience” for the grateful tenant.
This story perfectly captures how property managers like Chantel go beyond their professional duties, showing genuine care for the people they serve long after the tenancy ends.
Rising Star Shines Bright at RentWest
In an industry where experience often takes centre stage, young property manager Jazmyn Pannacchione from RentWest Solutions is proving that age is just a number when it comes to excellence in property management.
While many young professionals are still finding their feet, Jazmyn has already established herself as a standout performer, earning recognition from colleagues who are impressed by her dedication and skill. Her nomination for National Property Managers’ Day speaks volumes about the impact she’s making early in her career.
Suzanne Brown, who nominated Jazmyn, highlights how remarkable achievements can emerge from fresh talent in the industry.
Jazmyn represents the next generation of property management professionals – those who bring energy, innovation, and a genuine commitment to excellence to their roles. Her success at RentWest Solutions demonstrates that, with the right attitude and dedication, young professionals can quickly become valuable assets to their teams and trusted advocates for both property owners and tenants.
As the industry celebrates National Property Managers’ Day, stories like Jazmyn’s remind us that talent knows no age limits.
The Mentor Who Lifts Everyone Up
In an industry where knowledge is power, Jo Natoli from The Rental Specialist has made it her mission to share that power with everyone around her. While many professionals guard their expertise closely, Jo has become a beacon of generosity, freely mentoring fellow property managers and taking calls from those who need support.
Joan Bird from Alpine Country Properties praises Jo’s incredible commitment to elevating the entire property management industry. “She has been so willing and able to share her knowledge with the industry around her, with everyone,” Joan explains. “She mentors people. She takes people’s calls. She supports all of those wonderful PMs in the industry who may be struggling a bit.”
Jo’s impact extends far beyond individual mentoring. She actively participates in industry boards, associations, and workshops, always seeking ways to improve standards and outcomes for property managers nationwide. Her dedication to lifting others up while advancing the profession demonstrates what true leadership looks like in action.
This National Property Managers’ Day, we celebrate not just what Jo does, but how she does it – with generosity, wisdom, and an unwavering commitment to collective success.
Rookie Rises: Property Management Prodigy
When Lisel Giles stepped into the property management world at Harcourts St Helens just 18 months ago, she was completely new to the industry with minimal guidance. But sometimes the best leaders emerge when they’re thrown in the deep end.
After another staff member departed nine months ago, Lisel found herself heading the department – and the results speak volumes. In those nine months, she hasn’t lost a single management to another agency while securing a net gain of five new rental properties, delivering an impressive 5.1% portfolio growth.
“Their ability to either to have accuracy, excellent communication, and get things right has transformed our portfolio and our landlords are speaking in volumes and staying with our business thanks to them,” says colleague Heidi.
Working alongside Eleanor and her dedicated team, Lisel has proven that passion and commitment can quickly overcome inexperience. Her focus on accuracy and communication has not only retained every landlord but attracted new ones – a testament to the transformative power of getting the basics brilliantly right.
Sometimes the industry’s brightest stars shine fastest when given the chance to lead.
The Property Management Superhero Who Never Sleeps
Michael Anania has transformed property management at Laing + Simmons Corporation by creating something extraordinary – a 24/7 support service that’s become the backbone of their entire network.
Working six to seven days a week, Michael answers calls from property managers across franchised offices at any hour, helping solve whatever challenges they’re facing. His dedication goes far beyond typical office hours, creating a safety net that gives everyone peace of mind.
But Michael’s real genius lies in fostering collaboration amongst property managers who might otherwise work in isolation. He’s connected teams across different offices, encouraging them to share knowledge and support each other. Recently, he organised a ‘Crime Stories’ day where property managers came together to collaborate on an amazing project.
‘He just makes everybody feel really special and supported and cared about, which in property management world these days is super important,’ says Jackie.
Michael’s leadership by example has created more than just a support system – he’s built a genuine community where property managers know they’re never alone in facing challenges.
The Landlord Whisperer’s Persistence Pays Off
When a rental property sat vacant and the owner mysteriously went silent, most property managers might have given up after a few attempts. Not Rachel Micallef at Stone Real Estate, Macarthur.
Facing radio silence from her landlord client, Rachel refused to make assumptions or take shortcuts. While it would have been easier to simply re-let the property or leave it vacant, her instincts told her something wasn’t right.
“She continued tirelessly until she was able to get in touch with the landlord, fearing the worst,” recalls colleague Kelly. Rachel’s persistence was driven by a simple belief – that property owners deserve to have a say in decisions about their investments.
Her dedication paid off in the most unexpected way. Just when Rachel feared the worst-case scenario, the landlord finally made contact with a shocking revelation – she had been in a coma in hospital.
Rachel’s unwavering commitment to her clients transformed what could have been a property management nightmare into a testament to the power of never giving up on the people who trust you with their biggest assets.
The Team-Building Champion Behind the Scenes
While many property managers focus solely on their own portfolios, Rebecca Lawson from First National Nielsen Partners proves that true leadership means lifting others up. Managing her own impressive portfolio of 80 properties would be challenging enough for most, but Rebecca has recently taken on the additional responsibility of overseeing a second pod of property managers – effectively doubling her leadership duties.
What sets Rebecca apart is her unwavering commitment to her team’s development. Despite her expanded responsibilities, she consistently makes time to support and advise her colleagues, ensuring every team member receives proper training and regular performance reviews.
“She constantly puts herself second and ensures that her team members are trained and is constantly reviewing performance to ensure that they are the best that they can be,” shares colleague Alison.
Rebecca’s approach isn’t just about managing – it’s about mentoring. Her dedication to building up those around her exemplifies the collaborative spirit that makes property management teams truly successful. Through her selfless leadership, Rebecca is creating what may well become the strongest property management team in her area.
Christmas Miracle: Samara’s Rental Rescue
When Samara Bedwell from Mackwell Property spotted a tenant selling belongings at garage sales on community Facebook groups, she knew something was wrong. The tenant, a mother of two, was struggling after a separation and couldn’t afford both rent and Christmas presents for her children.
Samara’s response was immediate and heartfelt – she covered the tenant’s December rent, giving her breathing room to get organised and buy Christmas gifts for her kids.
“This one instance that happened at Christmas really changed the way we looked at housing and property management,” Samara explains.
The experience sparked something bigger. Mackwell Property now partners with Maybanke Accommodation and Crisis Support to help vulnerable women and children find emergency housing when they need it most. They assist with sourcing short-term rentals, liaising with owners, and ensuring transitions are handled with compassion and dignity.
What started as one Christmas act of kindness has transformed into an ongoing commitment to supporting tenants through their most challenging moments.
The Caring Connector: Wendy’s Compassionate Mission
When a long-term tenant who had lived alone for nearly 20 years found himself struggling to care for himself, Wendy Foster from Emerald Property Estates stepped far beyond her duties to help. The tenant, who had been living in the property as a hoarder, was becoming increasingly unable to manage his daily needs but remained stubbornly independent.
Wendy took it upon herself to research external care options and proactively reached out to his family to coordinate support. When the tenant’s health deteriorated and he was hospitalised, Wendy didn’t just file the paperwork and move on – she visited him multiple times in hospital, showing genuine care and compassion during his final days.
“Wendy was very proactive in liaising with his family in trying to get him out and into care,” recalls Laura Levison from Emerald Property Estate. “She visited him a couple of times in hospital as well and just showed such kindness and compassion to the tenant who was in need.”
Wendy’s actions demonstrate that property management isn’t just about buildings – it’s about caring for the people who call those buildings home.
