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

Andrew Barron
Partner (CILEX) Social Housing, Judge and Priestley

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.

Andrew Bulmer
Chief Executive, The Property Institute

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.

Bill Davies
Leasehold, Commonhold and Rent charges Division, Ministry of Housing, Communities & Local Government

Louise Dawson
Managing Director, Trace Solutions

Louise joined Trace Solutions in 2001, rising to become a Board Director from 2017 and Managing Director in 2021.
Louise has played a key role in many areas across the business. She has managed trainers, the help desk, QA and product engineering teams, while her background in property accounting has given her a profound hands-on understanding of the ins and outs of service charges. She also led one of Trace’s largest housing association implementations, at Peabody in 2012.
As Trace’s Managing Director, Louise has championed software innovation, using it as a tool to drive usability, accuracy, and resident satisfaction.

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

Sophie Gilligan
Head of Homeownership and Commercial Assets, Yorkshire Housing

Sophie is Head of Homeownership and Commercial Assets at Yorkshire Housing, where she is focused on transforming the services delivered to homeowners in a housing associatoin setting. She has worked in the housing sector for 18 years and brings a wide range of experience in both tenant and leaseholder service charges.

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.

Lizzie Hearn
External Affairs Manager, National Housing Federation

Nick Hopkins
Professor of Land Law, University College London

Cara Jackson
Assistant Director of Housing Services, Accent Housing

Cara is Head of Leasehold and Homeownership for Accent Housing, where she is responsible for the national leasehold and homeownership portfolio, driving service excellence and customer satisfaction. She has worked in the housing sector for over 12 years and is experienced in all aspects of shared ownership and Leasehold Management.

She also holds a governance role as a Non-Executive Director and Chair of the Customer and Home Committee for CHS, where she provides strategic leadership and advocates for the resident voice at board level.

Scott Jeffreys
Head of Rents and Service Charges, Great Places

Nikos Kontotasios
Data & Applications Practice Director, Future of Finance Consulting

Hazel Makinson
Head of Service Improvement, Riverside

Fizzy Meredith
External Affairs Manager, National Housing Federation

Zoe McLean-Wells
Head of Legal Services, Accent Housing

Charlaine Nkum
Non-Executive Director, Resident Experience Committee / Southern Housing

Charlaine is a passionate advocate for social housing residents, championing equality, inclusion, and the right of every resident to influence the decisions that shape their lives. She believes that safe, dignified housing is not a privilege but a right, and that the people most affected by housing policy must be at the centre of designing it. She currently serves on the Resident Experience Committee at Southern Housing and leads EDI Workforce initiatives at the Royal Borough of Kensington and Chelsea, the Grenfell Borough — where the stakes of getting housing right could not be higher. Charlaine has driven meaningful change at Southern Housing, from embedding equality impact assessments across policies to co-creating the Life in Focus survey, which captures the real demographic and social realities of residents to shape more equitable services. In 2023, she won the G15 Resident Hero Ethnicity in Housing Award — and was nominated again in 2025. Her message is simple: lived experience isn’t a footnote in housing policy — it’s the foundation!

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.

Charlotte Rogers
Policy Assistant, National Housing Federation

Dom Rozanska
External Affairs Manager, National Housing Federation

David Robb
Service Charge Improvement Lead, West Kent Housing Association

Zuzana Sparks
Head of Service Charge Setting and Administration, Sovereign Network Group

Emma Towler
Strategic Lead for Home Ownership and Service Charges, Aster Group UK

Hannah Trussler
Head of Service Charges, Aster Group