Customer Experience and Housing Management National Group

The NHF’s new Customer Experience and Housing Management National Group has been created to lead, inform and influence our work on housing management, customer service and resident engagement. This is a critical agenda for the sector and the new group will play an important role in informing our policy positions and influencing and member engagement.

This includes:

• The forthcoming new consumer regulation regime
• Resident engagement
• Customer service excellence and complaints
• Tenure reform
• Housing management
• Professionalisation

Over the coming year, we expect the group will have an important role in shaping our policy positions and member engagement on the new consumer regulation regime, measures in the Social Housing Regulation Bill, changes to tenure in the expected Renters Reform Bill and our response to the recommendations of the Better Social Housing Review around customer service and resident engagement.

The group will also help shape our work on wider housing management and customer service issues where appropriate. This includes work around allocations policy, domestic abuse and anti-social behaviour.

Group members

• Chair - Deborah Owen-Ellis Clark - Group Customer Experience Director, Places for People
• Vice Chair - Jenny Spoor - Executive Director of Operations, Havebury Housing Partnership
• Peter Merity - Director of Housing, Alpha Living
• Louise Taylor - Director of Corporate Strategy and Assurance, believe housing
• Anna Humphries - Director of Customers and Services, bpha
• Annette Brandwood - Director of Corporate Services, Cobalt Housing
• Catherine Cole - Director of Housing & Communities, Community Housing
• Paul Harris - Executive Director Customer Experience, Curo Group
• Rebecca Arrowsmith - Head of Housing & Safeguarding, Golden Lane Housing
• Mark Coupland - Executive Director of Customers, Lincolnshire Housing Partnership
• Nadim Khaliq - Head of Housing Services, Manningham Housing Association
• Jackie Perry - Executive Director of Customer Experience, Muir Group Housing Association
• Clare King - Assistant Director Customer Experience, One Housing part of The Riverside Group
• Charley Oulton - Head of Engagement and Improvement, Orbit
• Pam Bhamra - Director of Resident Services, Origin Housing
• Natalie Rose - Director of Customer Experience, Plus Dane Housing
• Sarah Mei Ying North - Director of Customer Services, Red Kite Community Housing
• Dan Morris - Head of Customer Experience, Rooftop Housing Group
• Sue Shirt - Chief Customer Officer, Stonewater
• Sarah Sargent - Director of Housing & Neighbourhoods, The Guinness Partnership

Read the group’s terms of reference