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

Read the group’s terms of reference