Carla Platell
Head of Service Charges, Bromford Flagship Livewest

Carla Platell is Head of Service Charges at LiveWest, part of the BFL Group (alongside Bromford and Flagship). Carla has over 15 years' experience in rent and service charge management across the housing and care sector, leading service charge and leasehold functions for large-scale, multi-tenure portfolios. Her career spans budget design, regulatory compliance, leasehold transformation, and large-scale change delivery. Known for combining financial rigour with a strong customer focus, Carla is passionate about moving service charges beyond compliance and towards excellence, transparency, and genuine resident trust.

Olubukola Ajala
Head of Homeownership Services, Newlon Housing Trust

Craig Barber
Programmes and Projects Practice Director, Future of Finance Consulting

Hayle Brailey
Change Implementation Lead, West Kent Housing Association

Gabriel Olu’ Brown
Leasehold Services and Alterations Manager, London Borough of Tower Hamlets

Gabriel is a housing strategist with over 20 years’ experience in leasehold management, service improvement, financial inclusion, and stakeholder engagement. He has a strong track record of improving customer satisfaction, operational performance, and value for money, with expertise in policy, compliance, complaints, and building trust with service users. Gabriel brings a practical, resident-focused approach to preventing maladministration, strengthening early intervention, and improving overall housing services and outcomes.

Mairead Carroll
Senior Specialist Property, RICS

Sarah Chatfield
Director of Homeowner Services, Peabody

Sarah Chatfield is Director of Homeowner Services at Peabody, with more than 35 years' experience in homeownership and housing services. Having held roles across a number of large or G15 housing associations, she has extensive sector knowledge in homeowner services, leasehold management, service charges and service transformation. Sarah is also a member of the Executive Committee of the National Leasehold Group, helping to shape best practice and influence policy across the sector.

Polly Cox
Sector Learning and Development Manager, Housing Ombudsman

Sharon Cresswell
Service Charges Operations Manager, Bromford Flagship LiveWest (BFL)

Sharon has over 20 years’ experience in social housing, leading operational teams across rent and service charge setting, complaints handling, customer engagement, and policy development. She brings extensive expertise in change management, successfully embedding new ways of working and using customer insight to shape, refine, and enhance operational processes.

Nicola Dee
Head of Rent and Service Charges – Affordable Homes Finance, Places for People

Nicola Dee is Head of Rent and Service Charges at Places for People, where she leads the team responsible for the rent and service charge administration. Having worked in a variety of finance roles during her 11 years with the organisation, she brings extensive experience of rent setting, service charges and sector-wide policy change.

Kevin Dunleavy
Head of Leasehold Service, The Guinness Partnership

With over two decades of experience in all aspects of residential leasehold management, Kevin has designed and established services to support a diverse range of leaseholders. This includes shared ownership, right‑to‑buy, and open‑market homes. He has played a leading role in shaping professional standards and driving service improvements across the sector. He is a founding member and current Chair of the National Leasehold Group and has led on sector engagement with government on leasehold reform and commonhold.

Becca Fury
Head of Homeownership, Richmond Housing Partnership

Becca is a key member of the National Leasehold Group and sits on its Executive Board. She has previously worked with A2 Dominion and Hastoe Housing, specialising in building new teams to deliver a complete and comprehensive service to leaseholders and shared owners. Becca is well respected as an expert in leasehold management, and has a passion for delivering excellent customer service in this area

Dawn Grocott
Leasehold Manager, Torus

Dawn has worked in Social Housing for 24 years and is experienced in all aspects of Leasehold Management, Shared Ownership and Service Charge administration. Currently working as Leasehold Manager for Torus 62 Ltd, Dawn also chairs the Affordable Home Ownership Group (North & Wales).

Emma Hardman
Partner, Anthony Collins

Emma leads Anthony Collins‘ social housing sector and housing management team. She advises landlords, primarily housing associations, on a wide range of housing management issues, providing practical solutions to complex challenges. Emma supports housing providers to deliver affordable, fair and sustainable homes, helping them better serve communities and strengthen social impact. Her expertise includes lease interpretation, landlord and tenant obligations and rights relating to fire safety, including front door replacement programmes, and service charge recovery, including consultation requirements and First-tier Tribunal applications. Emma is co-author of the National Housing Federation's Service Charges and Rentcharges: A Guide for Social Housing Landlords.

Nikos Kontotasios
Finance Transformation Lead, Future of Finance Consulting

David Robb
Service Charge Improvement Lead, West Kent Housing Association