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

Olubukola Ajala is the Head of Homeownership Services at Newlon Housing Trust, where she leads with a strong focus on customer experience, operational excellence, and service improvement. With extensive expertise in the leasehold and homeownership sector, she has a proven track record of driving performance through customer insight and delivering positive outcomes for both existing homeowners and aspiring first-time buyers. Olu champions best practice, regulatory compliance, and continuous improvement, helping to shape services that are both effective and customer focused.

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

Craig is co-founder and director of Future of Finance Consulting, where he leads the Programmes & Projects Practice. A former finance director at Alstom Group (turnkey construction projects), he specialises in finance and procurement transformation and has worked exclusively with housing associations since 2019. His experience spans global ERP implementations, operating model changes and improvements to systems and processes. His broader business transformation experience includes asset management and repairs, supported by strong programme governance and change management.

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

Andrew is a Chartered Legal Executive with over 25 years of experience in advising on all aspects of housing and leasehold management law and practice, both in terms of acting for Local Authorities and Registered Providers and, immediately before joining Judge & Priestley, a five-year spell as in-house Counsel for a large Registered Provider. On the contentious side, Andrew has experience dealing with a full range of housing/leasehold matters ranging from Applications for Remediation Orders in the FTT, Judicial Reviews, and defending disrepair claims, as well as injunctive/possession proceedings based on anti-social behaviour. Andrew’s contentious experience is complemented by dealing with non-contentious matters such as drafting policies, advising on lease terms, reviewing/drafting tenancy agreements, and advising on complex housing and leasehold management issues.

Hayle Brailey
Change Implementation Lead, West Kent Housing Association

Hayley has spent more than ten years working across complex transformation, combining a background in strategic communications with a people-centred approach to change management. Most recently, she led the change management approach for West Kent’s transition from fixed to variable service charges, working across the organisation to build readiness and prepare colleagues and residents for the change.

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.

Emma Comer
Consultant-Projects, Triathlon Homes

Emma has worked in housing for 20 years. Early on she started working in service charge teams and moved quickly into managing service charge teams initially in supported housing and then for social and leasehold tenures.  Emma has combined this experience with leading homeownership teams as well as service charges teams across all tenures.  Her work as a consultant allows her to use her experience to stabilise services, design effective operating models and ensure organisations are communicating effectively with tenants and leaseholders and providing assurance that landlords are managing services well and holding external organisations that provide services to account.

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

Bill works in the commonhold policy team at MHCLG. Before joining the Department in 2019, he worked in local government, for a think tank, and in academia.

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.

Ed Francis
Leasehold Commonhold and Rent charges Division, Ministry of Housing, Communities & Local Government

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.

Adam Gravely
Policy Officer, National Housing Federation

Adam leads the NHF’s policy work on shared ownership and accessible housing, and supports policy development across new housing supply and sector finances. He joined the NHF in 2024. Prior to this, he was a Graduate Trainee and later a People & Purpose Strategist at the John Lewis Partnership, owner of John Lewis and Waitrose. Adam is a Fellow of the Royal Society of Arts. He holds a Master’s in Public Policy from the University of Warwick and a Master’s in Business and Management from De Montfort University. Adam grew up in social housing and has lived experience as an involved resident and as a young carer.

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.

Rob Hardware
External Affairs Manager, National Housing Federation

Lizzie Hearn
External Affairs Manager, National Housing Federation

Nick Hopkins
Professor of Land Law, University College London

Professor Nick Hopkins, Professor of Land Law, UCL. From 2015-2025 Nick was Law Commissioner for England and Wales and led the Law Commission's project on residential leasehold and commonhold. In 2026 he was a Special Advisor to the Housing, Communities and Local Government Committee for its pre-legislative scrutiny of the draft Commonhold and Leasehold Reform Bill. He is co-author of the current (10th) edition of Megarry and Wade: Law of Real Property, an Honorary Bencher of Middle Temple and an honorary / academic member of the Property Bar Association and the Property Litigation Association.

Cara Jackson
Assistant Director of Housing Services, Accent Housing

Cara Jackson is Assistant Director of Housing Services at Accent Housing, where she leads the national leasehold and homeownership portfolio, driving service excellence and positive customer outcomes. With more than 13 years experience in the housing sector, she has extensive expertise across shared ownership, leasehold management and homeownership services, with a strong track record of service improvement. Cara also holds a governance role as a Non-Executive Director and Chair of the Customer and Home Committee for CHS Group, providing strategic oversight and championing the resident voice at Board level.

Scott Jeffreys
Head of Rents and Service Charges, Great Places

Scott Jeffreys is Head of Rents and Service Charges at Great Places Housing Group, where he is responsible for the recovery and management of rent and service charges across a portfolio of around 27,000 homes. With more than 14 years' experience in the social housing sector, Scott has held a variety of roles that have given him extensive expertise in rents, service charges, customer engagement, and operational delivery. He is a passionate advocate for improving service charge communication and transparency for customers, while recognising the practical and operational challenges housing providers face in delivering clear and accessible information.

Tracy Jones
Head of Commissioning & Service Integration, Housing 21

Tracy Jones is Head of Commissioning & Service Integration at Housing 21 and has over three decades of experience in housing, care and retirement living services. Her work includes leasehold and service charge engagement, resident consultation, acquisitions, and service integration, with a strong focus on ensuring residents understand and influence decisions that affect their homes and communities.

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

Nikos is co-founder and director of Future of Finance Consulting, where he leads the Data & Applications Practice. He has over 15 years’ experience in finance transformation across multiple sectors, including social housing. His career spans finance and commercial roles through to leading global digital transformation initiatives in the technology sector at Arm. He specialises in ERP and finance systems, data, reporting and business applications, helping organisations modernise and make better use of technology and data.

Melissa Little
Building Safety Manager and high-rise resident

Melissa Little is a Building Safety Manager, CertIOSH professional and high-rise social housing resident, bringing professional and personal experience to discussions about housing safety. Her work and writing explore resident engagement, clear communication and what compliance means in people’s homes. She has also provided published written evidence to Parliament’s Housing Conditions in England inquiry.

Jaclyn Mangaroo
Chief Communications Officer, The Property Institute (TPI)

Jaclyn is the strategic lead for Policy and Communications at The Property Institute, the professional body for property management. Since joining TPI in January 2019, she has played a pivotal role in engaging legislators, regulators, and sector leaders, and driven high-impact campaigns that shape industry policy, reinforce professional standards in property management and improve outcomes for residents. With over 20 years of senior-level experience in corporate communications, media relations, and public affairs within the residential property sector, Jaclyn is a frequent media commentator and speaker at industry conferences on topics such as net-zero, building safety, and leasehold reform. Working with TPI’s policy team, she amplifies TPI’s insights to a broad audience and keeps the profession ahead of evolving regulations by translating complex policy developments into clear, actionable guidance that supports their professional responsibilities.

Hazel Makinson
Head of Service Improvement, Riverside

Hazel Makinson is Head of Service Improvement at Riverside and an experienced social housing leader with more than 13 years’ sector experience. She leads strategic transformation and improvement, using customer insight, data and co-production to improve transparency, accuracy and trust, giving customers a meaningful voice in policy, service performance, procurement and the design of improvement activity.

Fizzy Meredith
External Affairs Manager, National Housing Federation

Zoe McLean-Wells
Head of Legal Services, Accent Housing

Zoe McLean-Wells is Head of Legal Services at Accent Group. Zoe spent 15 years in private practice specialising in property litigation and housing management matters and now works in house advising Accent on a wide range of matters.

Charlaine Nkum
Southern Housing board member and member of the G15 Resident Group, Resident Experience Committee / Southern Housing

Charlaine serves as a Non-Executive Director on Southern Housing's Resident Experience Committee, where she amplifies residents' voices and fosters inclusive communities. As a social housing and community advocate, she empowers residents with the knowledge and support they need. Driven by a commitment to social justice, she works through collaboration and advocacy to ensure every resident can thrive.

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

David has 15 years’ experience in social housing, primarily managing affordable home ownership portfolios, and won the CIH South East New Professional of the Year award in 2016. Currently at West Kent, he is managing a project to revamp the service charges across all tenures improving transparency and cost recovery.

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

As Head of Service Charge Setting and Administration at SNG, Zuzana Sparks oversees service charge strategy, operational delivery and compliance across a large and diverse housing portfolio. She is passionate about simplifying complex service charge issues, driving service improvements, and enhancing the customer experience through clear communication and robust governance.

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

Hannah Trussler
Head of Service Charges, Aster Group

Martin Watson
Director of Service Charges, Peabody