Caroline Kelleway, born and educated in Bournemouth, has over four decades of experience in property management. She began her career as a block manager in 1982 and was an early member of The Association of Residential Managing Agents. Caroline holds MTPI status with The Property Institute. Since 1995, she has served as Managing Director of Burns Hamilton, overseeing the company’s growth and its reputation for excellence in block and estate management. Coming from a property‑focused family with roots in Bournemouth dating back to the 1920s, Caroline combines professional expertise with longstanding local knowledge. Outside of work, Caroline lives in Bournemouth with her husband and has one son, and enjoys spending time in her garden, especially tending to her growing collection of roses.

Emily Gray has been involved in residential block management since moving to Bournemouth in 2007. Alongside her role as Operations Director, she is a Fellow and Director of The Property Institute, an Associate of the Royal Institution of Chartered Surveyors, an Honorary Consultant to the Federation of Private Residents Associations, and a Member of the Institute of Leadership. Emily oversees the processes, procedures and strategic development of the business, with a strong focus on delivering excellent service to clients while also creating a positive and supportive place to work for the team. Outside of work, Emily is kept busy with family life but also enjoys finding time to relax with a good book.

Helen Macrae brings over 24 years of experience in the residential property sector and was recognised as Regional Property Manager of the Year at the NOTB Property Management Awards in 2022. Beginning her career in reception within a chartered surveying practice, she has worked across multiple areas of the industry, giving her a well‑rounded and practical understanding of property management at every level. As Head of Property Management, Helen is responsible for the day‑to‑day leadership of the Property Management team, working closely with freeholders, RMCs and RTMs to deliver a service that is reliable, compliant and focused on doing things properly. With a strong technical and compliance background, she oversees areas including fire safety, health and safety and major works. Helen is known for her calm, practical leadership style and clear communication. Outside of work, she enjoys spending time with her family and unwinding away from the day‑to‑day pace of property management.

Niccy Sumner joined the residential property sector in 2022, following over a decade managing restaurants, pubs and hotels. As Head of Client Accounting, she leads a team of Service Charge Accountants, bringing a broad operational perspective and a strong focus on accuracy, efficiency and team development. Holding two degrees in Environmental Sciences, Niccy applies an analytical and solutions‑focused approach to her work, with a particular strength in interpreting complex information and implementing practical improvements. She also has experience leading financial systems and IT change projects, supporting the business through evolving processes and technologies. Outside of work, Niccy enjoys spending time with her young son and is an active member of Dorset Roller Derby. She is also a committed advocate for inclusive and supportive working environments.

Stacey Bell has been with Burns Hamilton for over 16 years and is now Associate Director with responsibility for the Legal and Insurance team. Having started her career with the business in reception, Stacey has progressed through the company, building extensive knowledge and experience across key administrative and compliance functions. She is a passionate advocate for Burns Hamilton and takes great pride in working for a business known for its strong ethics and leading by example. Stacey plays a vital role in supporting the smooth operation of the business and ensuring robust processes are in place. Outside of work, Stacey enjoys spending time with family and taking pride in being part of a company she believes in.

Sarah Chidgey began her career in property management in 2017 and joined Burns Hamilton the following year to support the rollout of Qube PM. What started as a technical support role quickly developed into a broader focus on building strong systems, clear processes and confident, well‑supported teams. As Systems and Training Manager, Sarah leads the company’s systems strategy and staff training, and also acts as Burns Hamilton’s in‑house support for GDPR and data compliance. She plays a key role in improving how the business operates and ensuring teams have the tools and knowledge they need to work effectively. Outside of work, Sarah enjoys spending time with her family, discovering food festivals, and knitting — her favourite way to unwind, even during a busy day in the office.

Brian Collins has been active in the property management sector since 2003. He is a Member of The Property Institute and an Associate of the Royal Institution of Chartered Surveyors (RICS). For over a decade, Brian has been a key part of the Burns Hamilton team, playing an important role within the senior management structure. He leads and supports teams of Property Managers through mentorship and strategic guidance, and now specialises in the oversight of large, complex buildings exceeding 18 metres in height, bringing experience and confidence to this high‑risk area of management. Outside of work, Brian enjoys spending time with his family, staying active through cycling, and relaxing by the riverbank with a spot of fishing.

Sotiria Laitmer has over a decade of experience in residential lettings and estate management. As Associate Director and Head of Residential Lettings, she brings strong leadership, compliance knowledge and operational expertise to the role, having progressed through senior on‑site and portfolio‑level positions managing complex residential developments. Greek by background, Sotiria has lived in several countries and speaks six languages, enabling her to work confidently with a wide range of clients and communities. As a landlord herself, she offers valuable first‑hand insight into the needs of property owners. Now based in Bournemouth, she combines an international perspective with strong local knowledge and a proactive, detail‑driven approach. Outside of work, Sotiria enjoys spending time with family and keeping connected to the cultures and languages that have shaped her career.