Experience

Silva Homes

• United Kingdom
• Civic and Social Organizations
• 100 - 200 Employee

• Head of Housing

  • Dec 2022 - Present

  Heading up the housing service department at Silva Homes with responsibility for the tenancy and neighbourhood functions, income management and lettings.

• Head of Revenue Operations

  • Nov 2019 - Jan 2023

  Head of the revenue department that encompasses the rents team, service charge and leasehold team and commercial garage service. Managing a department of 17 colleagues who oversee all aspects of revenue and income collection alongside the management of the leasehold, shared ownership and garage customers.



Silva Homes (Formerly Brackell Forest Homes)

• Berkshire

• Income Services Manager

  • Jun 2017 - Nov 2019

  Managing a team of 11 in all aspects of income recovery, including current and former arrears, garage accounts and shared ownership. Seeking to achieve an ambitious arrears target and maximise efficiencies of an already high performing team by adopting new technologies and techniques. At the same time maintaining our social ethos and supporting customers through challenging times. Managing a team of 11 in all aspects of income recovery, including current and former arrears, garage accounts and shared ownership. Seeking to achieve an ambitious arrears target and maximise efficiencies of an already high performing team by adopting new technologies and techniques. At the same time maintaining our social ethos and supporting customers through challenging times.



Soha Housing

• United Kingdom
• Non-profit Organizations
• 1 - 100 Employee

• Interim Service Manager Rental Income

  • Sep 2016 - Jun 2017

  Managing the Rental Income Service for Soha Housing. Direct responsibility for a team of 6 staff covering all aspects of rent recovery and Welfare Reform, both maximising rental income and meeting customer need. . The role incorporates day to day line management of the team along with producing reports and statistics for senior management and Board. I manage and work alongside the welfare reform officer to plan overall strategic response to challenges such as the bedroom tax, universal credit and the benefit cap. As an organisation that prides ourselves on involving and caring for our customers, any of the work we do focuses on delivering a tailored individual response to a customer need, while protecting the needs of Soha as a business. We own and manage over 6000 properties across Oxfordshire, Wiltshire and Buckinghamshire. Show less

• Housing Projects Officer

  • Sep 2015 - Sep 2016

  Coordinating Soha's projects in response to changes in legislation. This is largely the welfare reform agenda but also covering other projects such as data capture and extra support for tenants under 35.

• Welfare Reform Project Officer

  • Dec 2012 - Sep 2015

  Working as part of Soha's Welfare Reform Project Group developing our response to the challenges of upcoming changes to the Benefit System, specifically the bedroom tax, Universal credit and Benefit Cap. Our pre-emptive approach led to a minimal impact on arrears by the bedroom and helped over 70 residents downsize to smaller accommodation. Likewise, benefit cap and universal credit affected households have been supported to mitigate the effects on their income.

• Housing Officer

  • Oct 2006 - Dec 2012

  I initially joined as a generic housing officer covering all aspects of Housing Management, including estate management, rent arrears management, sign up of new tenancies, tenancy support, nuisance and anti-social behaviour and resident involvement for a patch of 550 properties in South Oxfordshire. In April 2009 specific teams were formed to streamline the housing management service, I joined the rental income team which, is responsible for the collection and management of rent arrears, including court work and signposting vulnerable clients to specialist support services. Responsible for managing 1300 rent accounts over a wide area of South Oxfordshire and Swindon. Show less



Affinity Housing PFI

• Housing Officer

  • Apr 2004 - Oct 2006

  Generic Housing Officer covering all aspects of Housing Management based in a satellite office in Reading which managed approximately 1400 Reading Borough Council homes as part of a PFI project to bring these properties up to the decent home standard in time for the 2010 deadline. Affinity Housing is a consortium of Wates Construction, Windsor and Southern Housing Goups and the Nationwide Building Society brought together to carry out the PFI project. I managed 700 properties in North Whitley, an estate which had very specific problems of nuisance and rent arrears which required close liaison with other agencies including the Police and Local authority. Show less



L&Q Beacon

• Initially Customer Services Advisor seconded to Housing Officer

  • Jun 2002 - Apr 2004

  I initially joined as a customer service advisor in the telephone call centre. Within 6 months I was seconded to work as an area Housing Officer working directly with a senior Housing officer in a satellite office in High Wycombe, supervising a stock transfer of approximately 400 Wycombe District Council Homes to Beacon Housing Ownership. Tasks included canvassing residents prior to their vote as to whether they wished for ownership to be transferred to Beacon. This ballot achieved a 98% yes vote in favour of the stock transfer. The role then included the day to day management of these properties, including managing ASB and rent arrears. Tasks also included decanting residents while the old properties were re-developed and involving residents with decisions on their new homes. Show less