Meet the Team

Senior Management

Belinda Bagnall – Managing Director

I have been with Residentsline since the beginning and still love the business as much as I always have. I enjoy spending time with customers – new and old along with ensuring our service standards, products and premiums stay ahead of our competition. I spend a lot of my time involved with our other brands particularly Flat Living, as it enables us to help and assist many leaseholders and Directors with a range of issues they need support with. Residentsline are proud to be an affiliate member of ARMA (Association of Residential Managing Agents). Alongside this, I am also an honorary consultant for the FPRA (Federation of Private Residents’ Associations), meaning we are always able to stay ahead of our customers’ insurance needs.

Darren Bagnall – Head of Operations

I joined Residentsline in 2015 following 25 years working in a different sector, where I had enjoyed 25 years being a Business Development Manager. On my move to Residentsline I took on the challenging role to head up the Operational and Quality Control functions. My day includes an array of company reporting along with various policy and procedural audit functions to ensure the Company runs smoothly. Completing these roles not only allows us to be more aware of how the company is performing but also enables us to be sure that as Cover Holders for numerous companies that we complete our processes correctly. I am involved in ensuring our portals, , and all work well. I am also MD of Flat Living magazine which provides advice and support to people who live in and manage blocks of flats and apartments. Direct Dial: 01902 795085 / Mobile No: 07714086008.

Katrina Jones – Head of Renewals

I began my career at Residentsline over 25 years ago and I am proud to say that have grown and evolved into a dedicated specialist within this sector. My responsibilities over the years have ensured that I understand every element within the different departments and I adhere to overcoming any challenge set in front of me and have a very practical and influential approach to ensuring the procedures and processes work well for the company and supporting my team members. Whilst over the years I have moved away from direct contact with clients, I continue enjoy being part of the Underwriting team and Projects team within the business.

Neil Grosvenor – Head of Underwriting

I joined Residentsline in 2013 but my connections with Residentsline were already well established. The reason for this is prior to my appointment I was the Company’s underwriting contact at Aviva where I had worked for the previous 25 years. As a result, I have been working with Residentsline since we started trading and therefore have a deep understanding of our market and our customers. I have negotiated our market leading wording with our panel of insurers and I’m our referral point for unusual or non-standard features with any policyholders’ requirements. My knowledge and experience of the flats market enables us to meet all our customs needs.

Sinead Campbell – Head of Client Services

I joined Residentsline in 2015 after a working holiday in Australia. Prior to joining Residentsline I gained 7 years’ experience in the industry working at Towergate alongside Sophie. My past experiences include working in Sales, Renewal and Team Management.  I split my time between New Business and Renewals, I like to offer a point of support for any client I speak to and will always offer a thorough approach to ensuring all my clients receive timely quotes and renewals with the best possible premium after having explored every possible avenue. I will use all underwriting tools available to save my clients a job often offering competitive premiums with a full comparison meaning my clients approach time and time again as I try to make its quick and easy. Direct Dial: 01902 795081.

New Business Team

Natasha Edwards – Head of New Business Development

I started at Residentsline in 2018 as an administrator. I have since progressed to become a New Business Underwriter and recently became the Head of New Business Development. I am passionate about providing the best service to our clients and helping make their life easier where I can with arranging insurance requirements. I am excited to continue my journey and growth over the years to come.

Client Relationship Managers

Kirsty Palmer – Client Relationship Manager

I started at Residentsline in 2022. I have mainly worked in customer service, in retail and banking. I started as an administrator and I am growing within my role to do new business and learn various roles. I like talking to customers, and building up rapport. Currently I focus on providing quotations and issuing documents to clients. I am excited to grow in Residentsline and gain more knowledge of the sector. 

Shane Brookes – Client Relationship Manager

I have worked in the insurance industry for nearly 11 years now, so it’s safe to say that I do enjoy what I do, I always do the best I can to help clients and insurers get the best that they can get obviously at a premium to suit them. It gives me such pleasure knowing that I can help people understand the industry as I know it can be daunting arranging something that you are not used to doing daily.

Sharon Phillips – Client Relationship Manager

Since joining Residentsline in 2011, I have undertaken a wide variety of support roles from administrative across the different teams within the company, to underwriting and now to full account management with both agents and direct clients alike. My primary aim in the role is to offer our clients a friendly, reliable and knowledgeable point of contact for their individual policy renewal. I think my skill set does enable me to review the needs of the client enabling me to offer a positive approach to negotiating with the insurers/underwriters for the best end result.

Sophie Barnett – Client Relationship Manager

I joined Residentsline as an Account Manager in 2017 following many years at Towergate. I have worked in various roles including underwriting, operations and compliance. I really enjoy my role at Residentsline, as I spend all day helping customers.  My primary role is to offer our clients a friendly, reliable and knowledgeable point of contact at the point of their policy renewal. I think my skill set enables me to review the needs of my customers and take an educated approach to negotiating with the insurers for the best result for the end client. Direct Dial: 01902 795084.

Tina Hough – Client Relationship Manager

I joined Residentsline in 2002 and have progressed throughout the almost 22 years from data input to a Client Relationship Manager. Previously, I qualified as a Hairdresser and also have qualifications in Payroll & Accounts.  I spend my days organising the renewal of the policies for our self-managed Residents’ Management Companies. I enjoy speaking with them to discuss terms provided and reviewing when necessary. I have developed many really lovely relationships with my clients and feel I am often looked on as a friend as well as being their Account Manager.  Direct Dial: 01902 795083.

Property Underwriters

Belinda Brookes – Property Underwriter

I joined Residentsline in January 2000 as an apprentice. I started as an Administrator which progressed to a Coordinator role and finally in my current role as an Underwriter. My main Role is as a Renewal Underwriter. I am an account manager for 4 Engineering portfolio’s. I deal with the Renewals and the New business..

Daisy Abel – Trainee Property Underwriter

I joined Residentsline at the start of 2023 as an Administrator and hope to become part of the New Business team. I am very keen to learn about the insurance industry and gain new skills in this area. One day hopefully I can put these skills to use on the sales side of the business as this is something I would love to go into in the future. 

Emily Taphouse – Property Underwriter

I joined Residentsline in 2019 as an administrator and throughout my time here I have progressed to becoming an Underwriter for our Renewals Team. I’m now well into my role as a Flats Insurance Underwriter and enjoy all the new challenges that are presented to me every day. I am always wanting to learn new skills and develop more knowledge about the various processes that are involved within the insurance sector. I look forward to increasing my knowledge at Residentsline.

Georgia Perry – Trainee Property Underwriter

I joined Residentsline in March 2022 as a Business Administrator and I am now progressing into becoming a Renewals Underwriter. I have enjoyed learning about the insurance sector and gaining new skills. I am looking forward to progressing further and continuing to develop my knowledge at Residentsline. 

Jessica Thorpe – Property Underwriter

Jessica started in the business in 2018 and is now well into her new role as a Property Insurance Underwriter. Jessica has also taken on the responsibility for the businesses marketing and promotions.

Katie Britton – Trainee Property Underwriter

I joined Residentsline in 2021 as an apprentice business administrator, I am now training in my direct underwriting role for our Renewals Team. I’m well into my role as a Trainee Underwriter and thoroughly enjoying the role and all its challenges. This role allows me to learn new skills, develop more knowledge and really understand how the insurance industry works. I look forward to increasing my knowledge at Residentsline and helping to offer the best experience for our customers. 

Louise SawalhaSenior Property Underwriter  

I first started working at Residentsline in 2017 as a Client Relationship Manager and left in 2018 to work as an account handler at a business insurance brokers. I now have 6 years’ experience in the industry split between broking and underwriting across a range of insurance products and I have a well-rounded knowledge of the general insurance market. I am excited to be back at Residentsline in my new position as Senior Underwriter as I particularly enjoy the technical side of the business. 

Natalie Bradley – Property Underwriter

I joined Flat Living Insurance in 2006 as an apprentice and have undertaken a variety of roles during my time with the Company. I like to ensure that everything ticks along nicely behind the scenes. My primary role is to provide administration support through-out the business. My keen eye for detail ensures documentation is delivered quickly and accurately.

Claims Manager

Mark Buzzard – Claims Manager

I joined Residentsline in 2021. I have worked in a range of claims related roles for insurers, brokers and adjusters, for over 30 years. My role is Claims Manager, supporting clients and colleagues in all matters connected to claims. My day includes being involved in the claims process from the first notification through to settlement. I’m here to deal with claims related queries from clients, insurers, and colleagues, working together to ensure claims are handled effectively. In addition I spend time reviewing and analysing claims for our portfolios to identify and implement change to develop our claims function.

Accounts Team

Gary Chapman – Accounts Manager

I joined Residentsline in August 2017 to work in the Accounts section after working for over 20 years in the Construction Industry. My role takes responsibility for handling Insurer Accounts, Credit Control, Supplier payments and reconciliations on a monthly basis to assist and provide a dedicated approach to ensuring all the numbers add up.

Lucy Evans – Accounts Assistant

In January 2020, I became part of the Administration Team at Residentsline. I have really enjoyed learning about all the different aspects of insurance and taking on new responsibilities. I look forward to progressing and gaining lots of new skills in the future as part of the team at Residentsline.


Anthea Hardwick – Administrator

I have worked in the Insurance sector for over 15 years. I started out in Motor and Home Insurance, but wanted a new challenge. Flats Insurance is very different from what I was used to and I relished the challenge. Since then it has been recognised that I have an eye for detail and commitment to achieving accurate work. I am involved with administration and audit processes for the Company. I’m committed to ensuring our excellent service and reputation in the industry is upheld. My daily goal is to retain customers by giving a service that is more personal and friendly than you find with large multi-national Insurance brokers.

Jack Tromans – Administrator

I joined Residentsline back in 2022 as part of the Administration team so I work very closely with all other departments daily. What I’ve really enjoyed so far about working here are the new challenges you face each day. I look forward to my future at Residentsline and developing on my skills further. 

Social Media and Marketing Team

Emily Humphreys – Social Media and Marketing Assistant

After graduating in Film Studies, I embarked on an exciting journey with Residentsline in 2022 as a Social Media and Marketing Assistant. Since joining, I’ve had opportunities to expand my knowledge of the company and marketing through training and engaging events. One aspect of my job that I enjoy the most is helping to craft articles and social media posts. 

Priya Sandhu – Social Media and Marketing Assistant

I joined Residentsline in 2022 as a Social Media and Marketing Assistant. Since I started here, I have been part of many exciting campaigns for each of our services and partners. This diverse role has provided me with the opportunity to expand my skillset and knowledge of the marketing world and insurance industry.  

Coco Bagnall – Office Dog

I am the office dog. I have a daily tour around the office as I am now aware of who has the nicest lunch that is available for sharing. I help the team by making everyone smile.