‘Code Red’ session equips PMs for high-stakes scenarios

The “Code Red” training session was hosted by Brittany Krebs and Felicity Ervin from Ray White Queensland’s property management leadership team, along with head of client relations Angus Mead, focusing on managing high-conflict scenarios, complaints, and compliance under pressure.

Marco Di Benedetto from DC Smoke Services was also a fixture of the event, providing his expertise in property compliance.

The name “Code Red” was no accident, the event tackled real-world, high-stakes situations that property managers face all too often. With the room full of business leaders, heads of departments and experienced PMs, it was a day of deep learning, open sharing and solution-focused conversation.

Angus Mead, group manager of client relations for the Ray White Group, kicked off the session with a candid look into his journey through the network - and how his role now centres on helping offices deliver a high level of customer experiences, especially during moments of tension or conflict.

“Good communication is the biggest tool we have,” Angus said. “If you can pick up the phone early, and be open and honest, you can diffuse most issues before they snowball. Nipping a problem in the bud is key.”

The group explored three live case studies involving ‘code red’ conflict situations, highlighting the importance of fast action, emotional intelligence, and internal team support.

One attendee recalled receiving over 300 rent reduction requests in 24 hours during the height of the COVID crisis, a sobering reminder of the emotional load carried by property managers. The room collectively acknowledged just how crucial it is to support each other during these moments.

Smoke alarm compliance was another hot topic, with Marco Di Benedetto from DC Smoke Services delivering an expert session on best practice and common compliance blind spots.

“Every property must be reviewed on its own merits - never assume it’s up to standard,” Marco said. “When a red flag comes up, address it immediately. Communicate with your landlords and tenants, and never be afraid to seek help or escalate.”

He also spoke about managing landlords who resist professional compliance services: “Push back. Give them the facts, the forms, and a clear picture of their obligations. Don’t compromise on safety - even if it means losing a listing.”

Marco’s advice extended to leadership, encouraging senior PMs and department heads to “set the tone” during a crisis. “Stay calm, have a plan, and guide your team with confidence. It makes all the difference.”

The group also explored the benefits of integrating compliance tools and software into their systems to proactively manage risks and improve safety outcomes across their portfolios.

Brittany Krebs shared her passion for peer-to-peer learning: “Whether you’ve been in property management for one year or twenty, the value of coming together and learning from each other can’t be overstated. These conversations are how we grow - especially when we analyse and share learnings from lost managements.”