Peter Baffoe
Chair, Resident Experience Committee and Director, Peabody and South London Mission

Peter is the Director of South London Mission, a small charity based in the London Borough of Southwark and has over 20 years of experience working in community settings. In addition to his role at South London Mission, he serve as Chair of Governors at Rye Oak Primary School, a Trustee of the Maudsley Charity supporting mental health initiatives, and the Vice Chair at Peabody Housing Trust, where he also chairs the Resident Experience Committee. A passionate advocate for social justice, he hopes to help shape strategic decisions that impact housing and community wellbeing through both his day job and voluntary roles.

Andy Adderley
Executive Director of Asset Compliance & Repairs, Onward

Tola Adesemowo
Director of Housing, Progress Group

Jo Allen
Head of Member Relations, National Housing Federation

Jo has worked at the NHF since 2015. Prior to joining the NHF, she worked in policy and public affairs roles in local government, the banking sector and the British Embassy in Madrid.

Victor Andrews
Chair, Tenant Advisory Panel

Victor (Vic) Andrews is from East London and has been a social housing tenant since 2013. He lives in retirement living accommodation in Woodford Green on the East London/Essex border.

Vic is a father of two and grandfather to three, and has two grandsons and a granddaughter. Vic has varied interests that include reading, watching sport, horses, politics and quizzes.

He has been a representative of his peers, working people including minority groups for 50+ years. Vic was a former lead negotiator and Lay Tutor, as well as an experienced representative on disciplinary and grievance cases and procedures including industrial tribunals, up to his retirement. Vic has also been a governor of a large Primary school Trust in a deprived area of Essex, and first became an involved Tenant in 2015 as an ally of his Landlord’s LGBTQ+ and Equality and Diversity group activities.

Vic believes passionately in voicing the concerns of people, that for many and various reasons, feel unable to represent themselves. Whilst a member of his Landlords Tenant Executive Committee, Vic has been a Group Board Observer, and a member of two of his landlord’s Governance Committees.’

Vic Joined the National Housing Federation Tenant Advisory Panel (TAP) in 2024 and became the chairperson shortly after, a role he still occupies currently.

Gossica Anichebe
Committee Member, G15 Residents Group

Alice Bagg
Head of Service Transformation, Magna Housing

Alice Bagg joined Magna in June 2021 as Head of Customer Experience and Home Services, where she led several key operational teams including Response Repairs, Housing, the Customer Care Team, Estate Services, and Customer Involvement. Her leadership in this role was marked by a strong focus on delivering excellent service and driving improvements across customer-facing functions.

In July 2025, Alice transitioned into the newly established role of Head of Service Transformation, where she is now heading up Magna’s journey to enhance the services offered to customers. This role aligns closely with Magna’s strategic vision and Alice’s passion for creating meaningful, customer-centred change.

With a background in Customer Experience and IT service delivery, Alice previously built and led a high-performing Customer Experience team for a well-known retail brand. She is known for being customer-obsessed, bringing a wealth of expertise in improving customer journeys, increasing satisfaction, and embedding a culture of continuous improvement.

Michelle Barlow
Tenant and Customer Voice Group Member, Together Housing

Michelle is originally from Wigan, Lancashire, but has lived in Halifax, West Yorkshire for the past eight years.

She is a tenant of Together Housing and has previously served on their Scrutiny Panel. Currently, Michelle is a member of the Customer Voice Group, where she has taken on the roles of Complaints Champion, Anti-Social Behaviour Champion, and Service Standards Champion. She is also actively involved in shaping Together Housing’s next Corporate Plan for 2026-31. Her involvement has enabled her to make a positive impact, express her views, and deepen her understanding of the broader social housing sector. Additionally, Michelle is a member of Calderdale Communities Federation of Tenants & Residents, a grassroots organisation that unites tenants and residents across Calderdale.

Michelle’s greatest passion lies with her three grandchildren. She is also enthusiastic about Scooter Rallies and Multi meets, being a member of Guiseley Scooter Club. Her interests further extend to Northern Soul and Motown music, Rugby League—especially supporting the Wigan Warriors—and attending local theatres and music venues.

Throughout her career, Michelle has held various positions, including Project Administrator for a telecoms company, Service Advisor and Fleet Sales Administrator for several car dealerships, Senior Mortgage Administrator, and Senior Payroll Administrator.

For the past eight years, Michelle has been a Hospital Radio Presenter, primarily hosting Rock and Soul shows. She also serves as Secretary and Minutes Secretary for the radio station. Michelle continues to chair crime writing author events in Yorkshire, interviewing numerous authors about their published works.

Richard Blakeway
Housing Ombudsman, Housing Ombudsman Service

Richard was appointed as Housing Ombudsman from 1 September 2019. He has extensive experience in the housing sector, with previous roles including Deputy Mayor of London for Housing, chair of the Homes for London board, and a non-executive director of Homes England. During his eight years at the Greater London Authority, Richard was responsible for housing investment and land regeneration programmes. He also led the creation of the first team at City Hall to address rough sleeping, commissioning around £10 million of services each year, as well as the first Social Impact Bond on homelessness.

Richard is a former board member of the Chartered Institute of Housing and has been an election observer in Somaliland and the Ukraine.  He is a fellow of the Royal Society of Arts and sits on the Administrative Justice Council. Richard is also a former chair of the Ombudsman Association and is a board member of the British Library.

Nigel Bowness
Resident (Tenant) Chair – Housing Service and Performance Panel, London Borough of Lewisham and Treasurer of Lewisham Tenants Fund

Nigel is an experienced governance and tenant leader with cross-sector experience in housing, health, and social care. He advocates for inclusive, co-produced services and brings a collaborative, strategic lens to decision-making and service design and delivery.

Bethan Buck
External Affairs Manager, National Housing Federation

Bethan has worked for the NHF for eight years, having previously worked for a social enterprise specialising in community development and placemaking for areas undergoing regeneration. As External Affairs Manager for London, Bethan works closely with housing associations across the capital and is responsible for the NHFs offer for smaller housing associations. With significant programme management experience, Bethan is currently working across various specialisms at the NHF including supply and regeneration, building confidence and trust, the Better Social Housing Review, and community cohesion. Bethan also sits on the Advisory Board for the LGBTQ+ Housing Pledge.

Francis Burrows
Head of Independent Living, Orbit

Francis is leading a transformation programme as Executive Director of Customer and Operational Services at Wandle, building on previous experience in senior customer service roles at Orbit and Black Country Housing Group. He is also Chair at Pioneer Group in Birmingham, bringing the additional experience of leading the board of a community focused housing association.

Aisha Butera
Non-Executive Director, Muir Group

Aisha has worked in social housing policy and engagement for 10-years and is currently a Board Member at Muir Group Housing Association. As a Social Value Consultant for AtkinsRéalis, Aisha utilises data triangulation and engagement to explore how best to support and advocate for the interest of residents and their communities. This includes understanding household makeup, equality data and existing needs when drafting housing offers, wellbeing strategies and influencing programme timelines for large regeneration and retrofit schemes. When it comes to affordable housing programmes, Aisha emphasises the importance of data and engagement through neighbourhood briefs, to ensure future homes are fit for purpose.

Donna Cezair
Chief Executive, Worthing Homes

Donna has worked for a wide range of housing organisations and has always been keen to create inclusive and energising environments to attract and retain talented individuals. Our colleagues deserve to work in roles which provide them with a stimulating challenge, but don’t break them!

Sarah Clarke
Director of Housing and Customer Service, WHG

Sarah joined Walsall-based housing association whg in 2024 as Director of Housing and Customer Services, bringing extensive operational and strategic experience of delivering high quality housing services with a strong customer focus. CIH qualified, Sarah is passionate about customer experience and developing innovative customer-centric solutions that challenge ideas of traditional tenancy management.

Robyn Cornelius
Head of Service Improvement, Sanctuary

Robyn Cornelius is an inspiring leader and Head of Service Improvement with 15 years’ experience driving transformation in customer experience.  Holding an MSc in Leadership & Service Improvement, Robyn is passionate about amplifying the customer voice and creating services that deliver real, measurable outcomes. Shaped by her own lived experience growing up in social housing, she champions approaches that put customers first and empower communities to thrive.

Jonathan Cox
Chief Data Officer, Housemark

Jonathan has over 15 years' experience providing data analysis and business support to the social housing sector. He previously worked for two large London housing associations before joining the Housemark data team in 2012. Jonathan has delivered a range of data consultancy projects, and recent clients include Catalyst Group, Trivallis, Solihull Community Housing, Stonewater Group and Aster Group.

Rachel Crownshaw
Group Managing Director and Vice President, Places for People and Institute of Customer Service

In addition to Rachel’s roles as Vice President of The Institute of Customer Service and Customer Experience Committee Member - Riverside, Rachel is Group Managing Director, Communities for Places for People, where she is responsible for the organisation’s affordable housing business. Rachel joined Places for People in April 2023 from GSA, a 26,000-home housing association, where Rachel was Executive Director of Operations, overseeing housing management, customer services, repairs and maintenance, and business change. Prior to its merger with Accord housing association, Rachel was the Executive Director of Customer Experience at Green Square leading customer facing operations and overseeing the merger due diligence and business integration. Within the sector, Rachel has held Non-Executive Board member roles at SHAL and Magna housing associations and chaired the Governance & Remuneration Committee at the latter. Rachel stepped down from her role at Magna in March 2024 after a 3-year term to allow her to focus on her work at Places for People.

Siobhan Cunningham
Head of Development and Partnerships, The Foyer Foundation

Jo Fieldhouse
Housing & Community Director, The Pioneer Group

Jo is the Housing & Community Director at The Pioneer Group, based in Castle Vale, and brings over 35 years of experience in the social housing sector. Throughout her career, Jo has been dedicated to improving services for customers and driving positive change within communities.

She has extensive expertise across all aspects of housing management and community engagement and is particularly passionate about working with customers to shape services that are inclusive, responsive, and reflective of local needs. Jo is a strong advocate for customer voice, ensuring that The Pioneer Group’s customer strategies and initiatives are informed by real experiences and priorities.

Kate Dodsworth
Chief of Regulatory Engagement, Regulator of Social Housing

Kate started her career in housing 30 years ago in homelessness, working with rough sleepers in Birmingham and later managing homeless hostels in Brighton.

After completing a Masters degree in Housing, she worked at the National Housing Federation for 10 years; latterly as Assistant Director covering London, the South East and East of England. She was Executive Director of People and Communications at Amicus Horizon and, post-merger, as Optivo.

Kate was Chief Executive of Gateway Housing Association for three years until starting as Director of Consumer Regulation at the Regulator for Social Housing in July 2021. In 2023, she was appointed Chief of Regulatory Engagement at RSH

Aileen Edmunds
Chief Executive, The Longleigh Foundation

Liz Fairburn
Chief Customer Officer, The Riverside Group

Liz joined The Riverside Group as Chief Customer Officer in April 2025. She has 25 years’ experience of leading operational and enabling teams across both public and private sector, with her most recent role being Director of Customer Experience at the Department for Work and Pensions. Prior to that, she was Head of Household Claims for Direct Line Group.

Liz is responsible for Riverside’s customer strategy and leads the Homes and Communities, Customer Contact and Resolution, Home Ownership and Riverside Scotland teams – which oversee tenancy management, income collection, complaints handling, allocations, customer engagement and compliance with regulatory and housing standards.

Katie Gates-Hartley
Tenancy Support Lead, Rochdale Boroughwide Housing

Kheron Gilpin
Engagement Specialist and Motivational Speaker, Progress Today

Kheron Gilpin is an engagement specialist with over 15 years of experience in boosting participation and enriching engagement in the education and community sectors. A renowned motivational speaker, he routinely delivers keynote speeches for cross sector industry professionals on international stages.

Kheron began his work in education by delivering impactful motivational assemblies and workshops for young people across the country. While still enjoying this direct delivery, Kheron now leverages his expertise to train and consult ,educations professionals and engagement teams.

Driving Kheron’s passion for engagement is his lived experience as a ‘hard to reach’ young person failed by the education system. He strongly believes that engaging education can unlock the potential of all young people. His commitment to inclusion and cross-cultural collaboration has led him to be enlisted as an ambassador for the Tutu Foundation, working to promote the transformative African philosophy of Ubuntu (I am because you are) around the world

Sam Goodwin
Chair of Resident Voice Panel, Independent East

Shelagh Grant
Group Chair, Crosskey Homes

Alison Greenough
Director of Customer Experience, Weaver Vale Housing Trust

Alison Greenough is the Director of Customer Experience at Weaver Vale Housing Trust, with over two decades of senior leadership experience in the housing sector. Throughout her career, Alison has worked within a number of respected organisations at a senior level, consistently driving improvements in customer engagement and service delivery. Alison has recent knowledge of the RSH regulatory inspection process where her organisation achieved C1 rating.

Alison is passionate about service design thinking, using collaborative and inclusive approaches to build cohesive cultures that support transformational change. Alison’s leadership is rooted in a deep commitment to putting customers at the centre of every decision, ensuring services are not only efficient but also empathetic and responsive to community needs as well as the needs of the colleagues delivering them.

Chris Grose
Managing Director, ASB Training and Consultancy

Chris runs a national training and consultancy organisation specialising in all things social housing, from regulatory inspection preparation through to thought provoking training in ASB, Safeguarding, Mental Health and much more. Chris has worked in the social housing sector for 26 years in a number of roles including leading an ASB team, a national ASB Advisor at the CIH and a consultant, through to setting up and leading a national Housing Advisory Service for a leading law firm. Chris is well known for his passion and enthusiasm in dealing with complex and challenging issues such as ASB, Safeguarding, Domestic Abuse and Mental Health.

Chris has worked closely with a range of agencies both locally and nationally, including working directly with the Home Office in the development of the ASB, Crime and Policing Act 2014, which included giving evidence at the House of Commons Select Committee and advising peers in the house of lords. Chris led on the development of the Community Harm Statement which is still used in courts across the country.

Chris frequently speaks at national events on housing policy, is closely associated with the CIH in his work with the South West Board and Chairs the CIH National ASB Network. Chris is also a Chair of the Board for Ocean Housing Limited, a housing association based in Cornwall.

Caroline Grosvenor
Director of Place Shaping, Together Housing Group

With over 38,000 homes Together Housing Group provides a range of services to around 80,000 people across multiple local authorities in the north of England. Caroline has responsibility for the delivery of the Customer and Neighbourhood Strategy, the aims of which are to create great places to live, providing excellent customer service and ensuring customers are listened to. Caroline is responsible for Together’s place shaping regeneration projects and also for many of the services delivered in neighbourhoods including resident engagement, letting homes, managing tenancies, providing estate services, community safety and safeguarding and the supported housing offer. With a career in social housing spanning over 30 years in a number of organisations Caroline believes a truly embedded learning culture working in partnership with residents, is the key to balancing consistently excellent landlord services with the need to innovate and create opportunities that deliver lasting and sustainable benefits in communities.

Dan Hawthorn
Executive Director, Housing & Social Investment, Royal Borough of Kensington & Chelsea

Dan has twenty years’ local government experience, for London boroughs and two Mayors of London, and currently leads Kensington and Chelsea’s work on housing and property. This includes building the borough’s first new council homes in a generation; the development of a new ‘social investment’ approach to municipal assets; and the wider transformation of services, strategy and culture following the Grenfell Tower tragedy.

Before that, Dan was Director of Housing, Regeneration and Planning at Haringey Council; Head of the London 2012 team at the Greater London Authority; and former Mayor Ken Livingstone’s senior advisor on planning and development.

Sophie Hayward
Customer Director, Portus Supported Housing

Sophie is a housing professional at the newly merged Portus Supported Housing, with extensive experience in supported housing, general needs, customer engagement, and safeguarding. She is passionate about putting customers at the heart of service design and ensuring their voices shape policy and practice. She has a track record of bringing teams together to drive engagement, promote innovation, and embed best practice across housing services.

Kate Henderson
Chief Executive, National Housing Federation

Kate is Chief Executive of the National Housing Federation (NHF), the voice of housing associations in England. Kate is passionate about tackling the housing crisis, inequality and climate change. She is a member of several government panels including the Rough Sleeping Advisory Panel and the Social Housing White Paper Expert Challenge Panel. Kate become a Fellow of the Academy of Social Sciences in 2021. Prior to joining the NHF in 2018, Kate was Chief Executive of the Town and Country Planning Association.

Tanya Hodnett
Head of Universal Credit Stakeholder Engagement, Department of Works and Pensions

Claire Hyland
Data and Analytics Director, Sovereign Network Group

Claire Hyland is an accomplished, ambitious and focused Digital, Data and Analytics Executive. Highly skilled in the delivery of large scale and complex Data and Digital Transformations that positively impact strategic decision-making. A driven and innovative problem solver with a passion for employee engagement and excellent customer service.

Helena Ingham
NHF Tenant Advisory Panel Member

Helena has been an involved resident of social housing for over 30 years, including through several mergers. She is an active Tenant Advisory Panel member, and has served as chair of a resident association and vice chair of her housing association's Resident Strategy Group.

Kai Jackson
Associate, TPAS

Kai holds a BSc (Honours) degree in Psychology and Counselling with British Psychological Society (BPS) accreditation. She has chaired a tenant scrutiny panel for over three years, leading reviews, shaping policies, handling complaints, and contributing to staff recruitment and cultural change within a housing association.

A strong advocate for tenant involvement, Kai is also a member of the National Housing Federation’s Tenants Advisory Panel, a Tpas Associate, and has collaborated with CIH, Inside Housing, and others in the sector. She authored the national project “Is There a Seat at the Table: Ethnic Minority Voices in Tenant Engagement” and actively champions inclusive, stigma-free tenant engagement. Kai also contributes to a West Midlands think tank and a community-led housing commission.

Sarah-Jane Gay
Head of Building and Fire Safety Programmes, National Housing Federation

Sarah-Jane joined the NHF in July 2025 and will be covering the Head of Building and Fire Safety Programmes role for 18 months. Sarah-Jane has worked in housing for the last ten years, including 5 years as Senior Policy Adviser to the Housing and Planning Committees at the London Assembly, and a previous spell at the NHF from 2016 to 2020. Prior to that, she worked in policy and delivery for third sector organisations such as Citizens Advice and National Numeracy.

Kerrie Jenkins
Tenancy Specialist Manager, Moat

With 19 years’ experience working in the social housing and support sectors, Kerrie has specialised in Anti-Social Behaviour and Domestic Abuse for the last decade. She is responsible for service delivery across Moat’s communities in Kent, Essex, London, and Sussex, and leads a team of tenancy specialists – all of whom are dedicated to making these communities safer. Making a difference and having a positive impact on people’s lives is what makes Kerrie proud to work in the housing industry.

Ian Johnson
Executive Director of Customer Services, Karbon Homes

Ian is the Executive Director of Customer Services at Karbon Homes. He originally joined as Director of Property Services at the start of 2018 before being promoted to his current role in early 2022. Prior to this, Ian was Chief Executive of Tyne Housing Group, after a period where he was Director of Operations at Homes for Northumberland.

He started his career as housing officer at Sunderland Housing Group in 1997 and then progressed to become Tenancy Enforcement Officer. He then joined Blyth Valley Housing as Anti-Social Behaviour Unit Manager – a role he held for over four years before progressing as Head of Safer Neighbourhoods Unit and then Business Planning and Support Manager at Homes for Northumberland. He is also Chair of Prosper Procurement consultancy and sits on the Board of Highstone Housing Association.

Mark Jones
Director of Property Services, Acis Group

Mark is an executive director at Acis Group and has extensive experience of repairs and maintenance transformation and service redesign, having spent 40 years in the social housing sector. Acis were recognised in 2025 as winners at the Housing Innovation Awards in the Best Repairs and Maintenance innovation category. Mark was a member of the international advisory board at the School of Business and Economics at Leicester University and is the Vice Chair of Efficiency North Holdings Ltd and a Fellow of the CIH.

Mica Joseph
Head of Estate Management, Places and Estates, Notting Hill Genesis

With a housing career spanning over 10 years in housing, Mica is determined to continue working with the sector to enhance service delivery across the country. Throughout her journey, she has held various roles, collaborated with different teams and led numerous large and complex projects. Mica began her housing career working for a family-run maintenance contractor, delivering reactive repairs to small housing associations across London. Her contractor roots have equipped her with valuable insights into the challenges faced by suppliers which, in turn, impact service delivery. About five years ago, Mica moved into managing teams and is now a head of service. She strongly believes that the only way we can improve our services is by attracting, supporting and developing the best people to work alongside us.

Jessica Levy
Head of External Affairs, The Guinness Partnership

Jessica Levy is Head of External Affairs at The Guinness Partnership, where she helps the organisation tell its story and build relationships with political and sector stakeholders, to support the best outcomes for residents. Jessica has worked in local government, housing and the construction sector over the past decade, and was a political adviser before that.

Eleanor Lindsay
Head of Impact, Community and Place, Hyde

Eleanor is part of the Investments and Partnerships team at the Hyde Group, which responsible for creating new partnerships to fund the development of new affordable homes, as well as investment into our existing estate.     She recently delivered Hyde’s Community and Place Standard, which sets the vision for how Hyde wants to deliver and manage sustainable homes and communities.

Fuad Mahamed
Chief Executive, Ashley Community Housing

Fuad founded ACH and Himilo to empower refugees and migrants in the UK to lead self-sufficient, ambitious lives while contributing to society and the economy. He is also dedicated to changing people's perceptions of refugees and migrants to ensure that human dignity is always put first. Working the last 15-years in this sector, Fuad has the ability to build relationships and bridges between the community on the ground and policymakers. He has an MSc in Management from Lancaster Business School and went on to become a Clore Social Fellow for Refugee and Migrant communities and a Churchill Fellow.

Pamela Newman
Chair, MTVH Customer Council, Customer Service Committee Resident member, G15 Residents’ Group member

Pamela Newman is an experienced housing leader and resident voice advocate, working at the intersection of national housing policy, regulation, and lived experience. As Chair of the National Customer Council at MTVH, a resident customer services committee member and a member of the G15 Residents’ Group, she has played a central role in shaping the conversation between residents, housing associations, and government. Her work provides direct assurance to boards, informs regulatory debate, and champions resident perspectives in national forums—ensuring that customer voice and rights remain at the forefront of decision-making across the sector.

Ayo Onibokun
Resident Support Lead, L&Q

Ayo was living in an L&Q Property in 2019 when she joined L&Q as a Homeownership Customer Service Advisor. She was keen to get on the property ladder, but unfortunately the property did not qualify under the Right to Acquire nor Right to Buy Scheme. Ayo then purchased her shared ownership property in 2020 from Golding Homes but following a recent strategic disposal the property is now managed by Southern housing and the new landlord is New Arch. In 2022, Ayo started her current role as Resident Support Lead.

Nikkie Pullen
Head of Organisational Development, Abri

Nikkie is Head of Organisational Development for Abri and leads on Professional Development, Performance and Culture.

With 20 years’ extensive background in People Development in renowned organisations such as John Lewis and Kingfisher, Nikkie is an EMCC qualified coach, Strengthscope and Insights practitioner.

Sue Ramsden
Policy Leader, National Housing Federation

Sue leads the Federation's policy work on housing management and supported housing.  She is a board member of Thamesreach Housing a small specialist homelessness provider in London.

Jane Roche
Resident and Board Member, The Pioneer Group

Jane is a resident of Castle Vale and currently serves as Operations Manager at Spitfire Advice and Support Services Ltd, where she oversees the delivery of vital community support initiatives. In addition to her operational role, Jane is an active resident board member on The Pioneer Group’s Customer Insight Committee, contributing her lived experience and local knowledge to shape service improvements.

She is highly proactive and passionate about ensuring customers receive the best possible support and that their voices are heard at every level of decision-making. Jane champions customer engagement and plays a key role in strengthening the link between The Pioneer Group and the communities it serves.

Colin Smith
Customer Assurance Team Member and WVHT Tenant,, Weaver Vale Housing Trust

Colin is a volunteer on the WVHT Customer Assurance Team. Colin is passionate about making a difference and in his capacity as a Customer Assurance Team member he works to seek assurance that WVHT is meeting or exceeding the regulatory consumer standards.

When colleague talks about his role he says “I’m so glad to be part of something good it gives me such a good feeling coming home knowing I’m doing something meaningful. Being part of the Customer Assurance Team at WVHT is awesome, I’ve learned a lot about the Trust and it’s given me a better understanding of social housing. We have the opportunity to ask questions and it feels great to know that we are listened to and are helping to improve the trust for everyone”

Alistair Smyth
Director of Policy and Research, National Housing Federation

Alistair has worked in the social housing sector for the last 16 years in a wide range of roles and organisations including a previous spell at the NHF from 2014 to 2017. Prior to that, he worked as a consultant on a range of neighbourhood and community empowerment projects. He also spent three years working in a customer-facing role as a Neighbourhood Manager and as Assistant Head of Neighbourhoods for Peabody. He is currently the Vice Chair of the Chartered Institute of Housing’s Policy Advisory Committee.

Andrew Snee
Director of Tenancy Compliance and Management, Curo

Andrew Snee, Director of Tenancy and Housing Management at Curo, brings over 27 years of experience in housing. Starting his career as an Assistant Housing Officer at Bristol City Council, Andrew has dedicated his career to addressing anti-social behaviour and building resident and community engagement. Passionate about amplifying the voices of customers, particularly those who are harder to reach, he is a strong advocate for transparency in service charge processes and leaseholder engagement.

At Curo, Andrew has progressed from Anti-Social Behaviour Case Officer to his current strategic leadership role, where he leads teams committed to ensuring that customers feel safe, supported and well in their homes. In 2015, his domestic abuse training course earned a National Housing Award, and last year colleagues voted for him to win Curo’s Inspirational Leader Award.

Paula Strachan
Communication & Resident Engagement Manager, Broadland Housing

Paula has worked in social housing for almost the last 20 years. Paula looks after both communication function and the engagement opportunities for Broadland ensuring that the resident voice and feedback is heard at the highest levels. Paula is project lead for Broadland Housing for the Independent East Resident Voice Panel.

Lulu Spellman
Service Quality and Improvement Manager, MTVH

George Temple
Director of Property Services, Vico Homes

Having worked in the social housing sector, as both contractor and as a client, for around 15 years in roles specific to compliance, investment, safety, contract management, repairs and maintenance, I have seen first-hand the need for professional standards to be in place, people to have the right behaviours, and for individuals’ competencies to be tracked, and where appropriate, refreshed or renewed. Currently responsible for Property Services and a large internal service provider at Vico Homes covering Yorkshire and Lincolnshire.

Natalie Welch
Natalie Welch,Co Founder of The Typeface Group & Resident, VIVID

Natalie is Co-Founder of The Typeface Group, a B Corp-certified communications agency specialising in the housing sector, and The Better Content Club, a training platform helping businesses create compelling content. With over 13 years of experience in strategic communications, she serves on VIVID's Customer Scrutiny Panel and as Vice-Chair of Hampshire FA's Inclusion Advisory Group, bringing practical expertise in resident engagement, co-creation, and ensuring customer voices shape organisational strategy.

Rachael Williamson
Executive Director of Policy, Communications and External Affairs, Chartered Institute of Housing

Rachael Williamson Cert CIHM is Executive Director of Policy, Communications and External Affairs at the Chartered Institute of Housing. With over two decades of experience across government and the charity sector, she has a strong track record in policy, communications, and member engagement. A passionate advocate for the housing profession, Rachael also serves on the Women’s Housing Forum Steering Group, the UK Collaborative Centre for Housing Evidence management team, and is a member of the Institute of Leadership.

Richard Wilkinson
Board Member, Railway housing

Richard was a schoolteacher in an inner-city comprehensive for 36 years, most recently serving as deputy head. Since retiring, he has contributed his expertise to two housing boards, two NHS boards, and a university council. He has been a resident in social housing since 1991, although his first experience dates back to age three, growing up on a large council estate built in the 1950s.

Often described as an “activist,” Richard attributes this to his early challenges navigating housing jargon and acronyms, particularly after joining the “Planet Void” in 2018. He currently chairs the Residents Committee for Railway Housing Association, based in Darlington.

Nick
Chair of Tenant Scrutiny Panel, Dimensions

In addition to chairing Dimensions’ Tenant Scrutiny Panel, Nick also serves as a Quality Consultant. Nick’s consultancy work involves him interviewing new Dimensions staff members, and ensuring better quality support. Nick also receives support from Dimensions. Dimensions is the UK’s largest specialist not-for-profit support provider by turnover, and supports 3,000 adults with learning disabilities and autistic people.

Amy Wilcox
Assistant Director of Customers and Communities, Watford Community Housing

Annette Wolfe
Head of Customer Experience, Sovereign Network Group

Annette has held Customer Experience positions across a broad spectrum of industries, including financial services, technology, retail and most recently Housing. She has worked in the UK market and internationally and is especially passionate about the role of customer journeys, as the foundation to deliver great customer experiences.