Head Office: 0800 048 8955
We create places people are proud to call home
Our Service, Performance and Customer Experience Committee members are listed below – please click on their image to view their profile.
Sarah Watson
Chair and member responsible for complaints Sarah Watson
Sarah is an expert researcher and analyst who leads a team at the Solicitors Regulation Authority as Head of Research. Having worked in research for almost 20 years, she has experience managing large research projects and analysing data to inform policy development. Making improvements for customers has also been a theme throughout her working life, having worked for an Ombudsman and ran her own small business.
Sarah is also one of our customers and a member of our Customer Partnership Panel (CPP), where she previously served as its Vice-chair and helped in establishing the group’s Customer Experience Committee.
Sarah is passionate about diversity and inclusion in the workplace and making sure that the views and needs of a wide range of customers are considered. She makes sure that the customer voice is heard at board meetings to inform strategic decision making and provision of service excellence.
Louise Burns
Member Louise Burns
Louise brings a long career in communications, brand and customer experience to her role on the Housing Plus Group Common Board. She spent 16 years at Bentley Motors in the senior leadership team driving the growth of the business, championing the customer voice and leading their sustainable luxury strategy. Prior to Bentley she led global sponsorship and brand experience for British Airways, launching the London Eye, seconded to the London 2012 bid team and leading the retirement of Concorde.
Louise is passionate about improving the customer experience. She believes an organisation’s culture and the way it behaves in every action, has a direct impact on what customers experience and without an engaged, unified workforce it cannot deliver on its promises. She also believes in the value of customer insight, as understanding who your customers are, their needs, what motivates them and their differences, allows an organisation to truly deliver experiences they will value.
Louise now consults on brand strategy for a wide variety of clients, analysing and pinpointing opportunities for improvement as well as supporting executives to deliver continuous improvement.
Geraldine Emson
Independent Member Geraldine Emson
Geraldine has almost 30 years’ experience of working in primary education, in both mainstream schools and schools for children with Special Educational Needs & Disabilities (SEND).
Geraldine feels passionately that education should be accessible to all pupils and that they should be treated equally, regardless of gender identity, disability, religion or educational needs. Throughout her working like she has helped pupils who have been excluded from mainstream education to achieve academic success.
Geraldine is one of our customers and has been helping us to shape our services for six years. She is an advocate for community engagement and providing support for customers who do not always have a voice.
Enise Goring-Piskin
Independent Member Enise Goring-Piskin
Enise’s first career was in diplomacy, representing England as a child ambassador, working in the USA for an international peace organisation at 16 years of age.
After attending the University of Manchester, studying Geography, Enise enjoyed a 10-year career in Marketing. She was promoted to Group Marketing Manager in the computer industry before working as a Marketing Consultant, with customers including The University of Cambridge and Cambridge University Press.
Following a world trip, converting to Islam, living in Turkey for 6 years, marriage and two children, Enise has over 20 years experience as a Wrekin customer. For the last 18 years she has been a single-mother working as a home-school teacher, a Teaching Assistant and School Governor and has been active in many voluntary, community roles.
Enise now works as a Private Tutor for primary children with special educational needs and is on the Community Engagement Team at Shropshire Wildlife Trust. Enise also helps to care for elderly relatives and does voluntary work in her local community.
Helen Hackney
Independent Member Helen Hackney
Helen has almost 20 years’ experience of working in social care, predominantly within adult and children SEND (Special Educational Needs & Disabilities) and PMLD (Profound and Multiple Learning Disabilities) services. She has had the privilege to work for Scottish Social Services, Scottish Borders Council and in a variety of respite and care settings. Helen now offers her support as the Operations Coordinator for Big Top Musical Adventure, a CIC company providing musical workshops for children with additional needs.
Helen embraced a career in social care after being the primary carer for a parent. She is passionate about spreading happiness and has a great desire to help others find joy, satisfaction and purpose in their lives. Throughout both her working and personal life, she has supported many individuals to work towards achieving their full potential and creating their best lives possible.
Helen is a Housing Plus Group tenant and brings a customer’s perspective to the Care Plus/Choices Common Board and the Service Performance and Customer Experience Committee. She knows the experience of customers, how policies affect them, the repairs process and the impact of rent changes, helping her to question and challenge Housing Plus Group decisions.
Adrian Wood
Independent Member Adrian Wood
Having worked in engineering, quality and business improvement for more than 10 years, Adrian brings experience in compliance, innovation and customer-first thinking to the Service Performance and Customer Experience Committee. His expertise in digital transformation and leading company-wide improvement projects will support the committee in making customer-focused improvements.
Adrian is passionate about driving positive change, solving complex problems and helping people to grow through leadership and support.
Adrian is a Housing Plus Group tenant and hopes to support positive change in communities and ensure quality, fairness and accountability in the services we provide. He wants to keep customers at the heart of decision making, helping to shape services in a way that meets their needs.
Jan Lycett
Executive Lead Jan Lycett
Jan holds extensive experience within the social housing sector, gained from various Executive Team roles across the country. She has delivered significant transformation projects and has been an Executive Sponsor for domestic abuse, EDI and consumer standards.
Jan is passionate about social housing and has spent her career in the sector as she believes that having a safe and secure home is the foundation for living a life well spent.
Jan is also a member of the Chartered Institute of Housing.
