Customer Experience and Housing Management National Group

The NHF’s 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 consumer regulation regime.
• Resident engagement.
• Customer service excellence and complaints.
• Tenure reform.
• Housing management.
• Professionalisation.

The group has an important role in shaping our policy positions and member engagement on the new consumer regulation regime, measures in the Social Housing Regulation Act, changes to tenure in the expected Renters Rights Bill and our response to the recommendations of the Better Social Housing Review around customer service and resident engagement.

The group also helps 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 - Jenny Spoor - Executive Director of Operations, Havebury Housing Partnership
• Rebecca Arrowsmith - Head of Housing & Safeguarding, Golden Lane Housing
• Assiah Awaleh - Director of Operations, Sapphire Independent Housing
• Pam Bhamra - Director of Resident Services, Origin Housing
• Annette Brandwood - Director of Corporate Services, Cobalt Housing
• Catherine Cole - Director of Housing & Communities, Community Housing
• Hazel Edwards - Head of Customer Voice and Value, The Wrekin Housing Group Limited
• John Ghader - Chief Executive, Prima Group
• Paul Harris - Executive Director Customer Experience, Curo Group
• Anna Humphries - Director of Customers and Services, bpha
• Nadim Khaliq - Head of Housing Services, Manningham Housing Association
• Amjad Khan - Director of Customer Experience, Notting Hill Genesis
• Clare King - Assistant Director Customer Experience, One Housing part of The Riverside Group
• Jayne Lawson - Regional Director - Housing Services, Anchor Hanover
• Kerry MacHale - Director, Customer Experience and Compliance, Sanctuary Housing Association
• Deloris McIntosh - Head of Customer Care, Platform Housing Limited
• Sarah Mei Ying North - Director of Customer Services, Red Kite Community Housing
• Andrew Meyer - Chief Executive, Solo Housing
• Alex Nagle - Director of Customer Experience, VIVID Housing Limited
• Jackie Perry - Executive Director of Customer Experience, Muir Group Housing Association 
• Andy Powell - Customer Experience Director, Broadacres Housing Association Ltd
• Jahanara Rajkoomar - Director of Customer Services, Gateway Housing Association Ltd
• Carole Richardson - Executive Director of Customers, North Star Housing Group Ltd
• Natalie Rose - Director of Customer Experience, Plus Dane Housing
• Sarah Sargent - Director of Housing & Neighbourhoods, The Guinness Partnership
• Martyn Shaw - Deputy Chief Executive, WDH
• Sue Shirt - Chief Customer Officer, Stonewater
• Louise Taylor - Director of Corporate Strategy and Assurance, believe housing

Read the group’s terms of reference