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Raymond Ames is an accredited health and safety professional and a qualified first aid instructor. He has a wealth of skills and experience gained through 20 years as a Police Officer and 14 years as a training manager in the private and public sector.
Chris Anderson is a highly experienced trainer with over 20 years’ policing experience, and an accredited expert in use of force issues. He specialises in personal safety awareness and is currently used to provide independent opinion by the Crown Prosecution Service, defence solicitors, coroners and Crown Court on the actions of police officers and members of the public. Chris is a member of the Institute for Conflict Management and licensed to provide personal safety awareness training.
Wayne Anderson is an expert lecturer, national conference speaker, chartered surveyor, arbitrator and consultant. His training sessions are lively, colourful and interactive and are based on extensive experience gained over 25 years with best practice organisations involved in the housing repairs and maintenance sector. Wayne has a reputation for simplifying complex issues and encouraging frontline staff to develop a deeper understanding of maintenance issues that can be applied confidently on a day-to-day basis.
Kevin Bentley is an expert on procurement and contract management. Kevin will share his wealth of practical experience of the process as well as ways of improving performance and productivity, driving down costs and raising satisfaction. He will approach the subject from a practical operational perspective, and will also cover procurement, value for money and the role of residents.
Kerry Bland is a qualified solicitor having worked for ten years in the legal profession with legal aid. She recently left Shelter to become a consultant solicitor for Duncan Lewis Solicitors. She has become known for her extensive knowledge of anti-social behaviour, homelessness, drug/alcohol, mental health and capacity issues in relation to housing and social care matters. Throughout her career Kerry has maintained strong professional relationships with support agencies and probation who continue to make referrals to her on a regular basis.
Chris Brown has spent ten years as Technical Consultant in the Industrial Water Treatment market and has been working as an Independent Water Hygiene Consultant since 2018.
Chris is a chemist by qualification and is an Elected Fellow of the Water Management Society. He served a four-year term as a committee member of the LCA and has had involvement in a number of Legionella cases. Chris is a contributor to BSRIA Legionella Risk Assessment Guide and is part of the LCA technical team for HSG 274 Part 1.
Sharon Bryan is a highly accomplished and qualified lifelong learning trainer, coach and development consultant with over 20 years’ experience of working with the social housing sector. Coupled with her experience of learning and development delivery and working through transformational change, she has developed an approach that is person-centred, participative and highly interactive. With a practical eye for detail and people she is able to simplify complexity, making it applicable, relevant, and fun. As a licensed Master NLP practitioner and MTQ48 Assessor her flexibility and range of delivery techniques give an added dimension to her courses.
Mel Cant became a Barrister in July 2000 and both prior to and since that time has worked within the housing sector to improve services to the public and providers by providing leadership, practical advice, training, support and guidance in the public, private and voluntary sectors. Mel’s “can do” attitude along with her passion for ensuring equality and fairness for all through outstanding customer service and providing practical solutions has made her a “go to” person within social housing.
Jo Carr works as an independent leadership and management coach, trainer and consultant in the health, social care and social housing sectors. Before 2013, Jo spent 25 years in management roles in social housing and the voluntary sector.
Jo is a lifelong learning qualified trainer, and an ILM qualified management and mentoring coach, and she also has a flair for bringing her learning and perspective from her background to help her clients find solutions for their pressure points.
Jo uses a flexible and eclectic mix of products and models in her work, from NLP to Situational leadership – with the focus on the client audience developing their ability through increased confidence and capacity. She is also an accredited Belbin team roles facilitator. Jo is a very skilled communicator, with an intuitive approach to working with her audience – and this is borne out in her range of delivery methods as a coach and trainer.
Vicky Carroll has over 25 years’ experience of working with Charities, Registered providers, Local Authorities and commercial businesses. She has significant experience in the private sector and has been a company Director in a commercial cost consultancy. In the public sector she has been a Director of a Private Finance Initiative with responsibility for developing and managing commercial enterprises.
Gary has held several senior HR roles in various sectors, including 12 years in housing. He has delivered CIPD, ILM and CIH programmes for many years. He speaks regularly at conferences about leadership and HR, and is active on social media. He also carries out training on a range of topics for HQN.
Matt Dawes has been involved with asbestos compliance for the past 15 years. He holds various proficiency modules relating to asbestos and is a Certified competent person for asbestos.
In addition to his involvement with asbestos consultancy, Matt operated as asset systems surveyor for a Social Housing Provider 2006-2009 where one of the core responsibilities was asbestos management.
Patricia has worked in housing for the past three decades, focussing on maximising access to quality services for people with a range of housing, social and support needs. She specialises in advising and supporting providers to develop and remodel services using modelling, customer journey and excellence practices. Her experience and expertise include:
- Working with providers to understand their customers’ experience of using their services, to remodel and optimise quality
- Developing quality assurance frameworks for several organisations, including the Centre for Housing & Support and Estuary Housing
- Developing and delivering training for staff across the UK and the Middle East across a range of business processes, including business process modelling, customer excellence, customer journey optimisation, resource management, negotiation skills and problem solving and decision making.
Claire Denby-Knight is a former police officer and independent training specialist with over 15 years’ experience of training law, diversity, sexual offences and restorative justice, as well as ‘soft skills’ such as communication, questioning and customer service. She is passionate about learning and development, and has used her skills in the criminal, educational and housing sectors.
Jackie Dickins has been an HQN Associate since 2001 and is our lead consultant for HQN’s Leasehold Network. Prior to this she held positions at a London borough and two large housing associations based in London, where she was responsible for leasehold management and promoting work in the field of low-cost home ownership initiatives. Jackie undertakes many of HQN’s service reviews and service improvement work on leaseholder and home ownership. She has also worked in interim positions with a number of local authorities, arm’s length management organisations and housing associations as head of home ownership/home ownership manager.
Jackie also runs pre-exam workshops at associate and member level for the Institute of Residential Property Managers (IRPM) and is delivering training for apprentices seeking associate membership of the IRPM.
Jackie is responsible for developing, and is a lead assessor of HQN's leasehold accreditation scheme.
Bob Evans has over 30 years’ experience in the Fire Service and almost 20 years as a fire safety consultant.
Kevin Farrell has worked as a freelance trainer since 2010 and a consultant since 2003. He has been a housing practitioner for over 30 years in strategic management, housing organisations and local authorities, and as an executive director of a housing association and a voluntary sector homelessness organisation. He has also contributed to teaching at the School of Architecture & Built Environment at the University of Westminster. He specialises in resident-led scrutiny and has helped develop and support a large number of scrutiny panels, as well as delivering training and briefing sessions nationwide.
Jackie Grannell is an experienced housing professional with over 25 years’ experience of working with tenants and landlords to develop their organisation into one that delivers the very best housing services. Jackie specialises in helping tenants and landlords to make the links between involvement, scrutiny and governance to ensure that customer engagement is meaningful, measurable and delivers positive outcomes.
Michael Guest has extensive experience as a consultant and trainer in the housing sector. This extends across working with board members, staff and involved residents in many types of housing organisation. His own experience involves most roles in housing.
After Michael gained an MSc with Merit in June 2017 in Leadership and Management, he was awarded a Postgraduate Certificate in Housing Studies with Merit in June 2018. He is well known for his approachable and participative style of training, ensuring that learning is retained and can be applied in practice.
Julian Hammond is an expert in personal, team and business improvement. He has over 30 years’ experience in line management roles, including Sales, Production, Human Resources and Project Management. He has also operated at Board level as a Director and Vice Chairman. Most of these roles have included organisational and people development activities, ranging from shop floor improvements, through middle management training to coaching directors and senior managers in Total Quality Management techniques.
As well as working across the UK Julian has worked in the Far East and the USA.
Julian’s last corporate role was as Group Human Resources Manager, where he was responsible for all matters relating to training and development for over 900 employees, including the introduction of Investors In People and World Class Manufacturing.
He is an approved centre for the Chartered Management Institute (CMI) and has won awards such as the UK Winner of the National Training Awards and the recipient of a Training Journal Award.
Spencer Henry, MICWCI EngTech TMIET
Spencer Henry, MICWCI EngTech TMIET
With over 15 years ‘hands-on’ experience as an electrical engineer Spencer has exceptional technical ability and expert knowledge working across a broad range of systems and facility types as well as a vast knowledge of wiring requirements, testing equipment, circuits, meters, power distribution, inspection and testing and electrical design.
Spencer has recently been working with social landlords and the private rented sector and has a detailed understanding of how organisations can implement fixed electrical programmes to meet requirements and ensure the safety of the properties and the tenants who reside in them. He is a corporate member of the Institute for Clerks of Works and Construction Inspectorate, representing them as a UK expert upon the Joint IET/BSI Technical Committee JPEL/64 and JPEL/64 Panel/subcommittee A, for BS7671 Requirements for Electrical Installations.
Tahira Hussain has extensive experience working in the statutory and voluntary sectors. She had a 16-year career in social work, mental health, community development, charity and the housing sector.
Tahira has a successful track record in consultancy, training and project management. As an experienced project manager Tahira has delivered a range of projects, these include equality and diversity, domestic abuse awareness and inclusion strategies. Tahira has worked across a range of customer groups, including young people foyers, care homes, sheltered schemes and refuges in a contractual and consultancy capacity delivering therapy support, engaging with service users and training staff. Tahira delivers one to one and group coaching to young people and families to develop confidence, increase self-esteem, develop goals and manage wellbeing.
Qualified as a cognitive behavioural psychotherapist, she is a member of the BABCP and BPS and regularly delivers training sessions to organisations across a range of developing awareness topics in this area, including mental health awareness, managing mental health, autism and ADHD challenges and support, challenging behaviours, child protection and safeguarding. Tahira is also NLP qualified.
As a qualified and experienced specialist psychological therapist in primary mental health care she treats people with depression, worry and anxiety covering a range of issues. She has an excellent record in achieving recovery and integrating good practice in multi-agency support in patient centred therapy treatment plans. Working with a range of ages and groups, Tahira works on a one to one basis and in groups to deliver support. She has experience working with families of children with a disability, ADHD, Autism and Dyspraxia. Exploring wellbeing, tools and interventions with a focus on coping mechanisms and understanding different elements of managing on a day to day basis, Tahira utilises an experiential learning and development approach to ensure client led intervention and client focused decision making. Her approach is to empower and enable individuals to identify and manage wellbeing methods and self-help techniques based on CBT tools.
She also delivers psychological therapies as a school counsellor at Chethams School of Music supporting young people with a range of disorders including depression, worry, anxiety covering issues including bereavement, loss, PTSD, family, relationships, eating disorders, confidence and self-esteem issues using CBT based interventions. She also runs private client therapy sessions. This is combined with regular staff training sessions on areas including counselling, support skills and focused topics such as self-harm and dual diagnosis approaches.
Working as a training associate for national agencies she has utilised her experience in the housing, health and care sector and delivered a menu of training packages aimed to support staff, stakeholders and residents on a range of topics including mental health awareness, mental health and wellbeing, safeguarding children and adults, equality and diversity, stress management, managing depression, effective psychological interventions, recovering from trauma and developing self-esteem.
Tahira is also an approved therapist and associate for Anxiety UK to support wellbeing and awareness of mental health through training, briefings, regular events and seminars.
Roger Jarman’s career in housing spans over 35 years. He has worked as an academic, in local government and for a range of central agencies. In the 1990s he was Head of Housing Management at the Housing Corporation. From 1999 to 2011 Roger worked at the Audit Commission where he was Head of Housing. He is now an independent housing consultant and trainer and has worked for a wide range of housing association and local authority clients. He is a well respected commentator on housing issues and has spoken and written extensively for HQN and others on housing policy, housing regulation, the private rented sector and related subjects. He has degrees from Essex and Birmingham Universities and is a Chartered Member of CIH.
Clare King has over 27 years’ experience in the social housing sector, delivering critical housing services and key management projects. She has an extensive range of change management, people management, strategic planning, commercial awareness, budgetary management and contract negotiation skills, and has delivered first class leadership and performance improvement. Clare has vast experience in training, recruitment and performance management, and has facilitated training and leadership events and conferences to help bring about service and organisational improvements. Clare is a Fellow of the Chartered Institute of Housing and recently completed the Leadership Course at Henley Business School at Reading University.
After ten years’ experience as a police officer, Chris Knight has spent over 20 years working in social housing in a variety of senior roles in local authorities and housing associations, and most recently as a consultant specialising in performance improvement. He uses his experience to create an enjoyable, entertaining and positive learning environment.
LouDeemY Productions create and deliver exciting, unique and innovative multimedia performances and workshops.
From young people to mental health service users their aim is to involve their audiences and participants.
Co-founders Louise (Lou) and Nadeem (DeemY) are both freelance artists in their own right, who have merged their talent, skills, ingenuity and humour under the LouDeemY banner.
Peter is a barrister specialising exclusively in housing law throughout the country, but based in Leeds and Manchester.
He advises, pleads, and represents public and private landlords and tenants in legal actions including disrepair, possession, homelessness, trespass, illegal evictions, forfeiture, injunction, and housing-related areas of local authority law including statutory nuisance, HMO and other licensing, HHSRS, planning issues and some housing prosecution work.
Peter appears in all types of anti-social behaviour cases, particularly injunctions and committals, possession and harassment.
Before becoming a barrister 16 years ago, Peter worked in campaigning, lobbying, managing, regenerating, and research about public housing in Manchester, Camden LBC, and for the Joseph Rowntree Foundation. He mediates, trains, lectures, teaches and writes.
Alison Markantonis is an experienced welfare benefits, financial capability and employment skills practitioner, who has worked successfully in the affordable housing and benefits sector for the last 27 years. She has worked with many housing and support organisations and brings her extensive experience to specialise in demystifying the benefits system, money management and employability skills training for both frontline staff and tenants. Her approach is participative and interactive, using case studies and her own experience to take the complex, and make it not only simple, but also applicable.
Danny McGowan BSC, MSC has been involved in supporting people with substance misuse, mental health and other complex needs for over 20 years. He has developed experience in many specialist areas, such as working with hoarders and those with a dual diagnosis and has delivered training in techniques such as motivational interviewing and CBT. He has been delivering training for the housing sector for over a decade and has many years’ experience of developing client/customer involvement and peer mentoring schemes.
Danny uses a combination of his years of experience, current good practice guidelines and research evidence to deliver the topics he trains. He uses a holistic interactive training style that provides delegates with real skills and information, which they are then able to apply back in the workplace and beyond. He has delivered training and provided consultancy to numerous organisations during his career. Notable clients include the Department of Health, Department of Work and Pensions and the Home Office as well as housing organisations across the UK.
Katrina Michael is a HQN associate. Katrina is a chartered accountant, and has worked as Company Secretary for over six years. She has worked in the housing sector for over 25 years. Katrina is passionate about good governance and her engaging style of presentation ensures that the training is informative, enjoyable and practical.
Helen Muir has extensive experience in the housing sector having worked in senior roles for two large housing groups, where her responsibilities included sales programme delivery and the management of over 5,000 shared ownership/leasehold homes, as well as leading on anti money laundering process and procedure.
Helen has worked as a trainer and consultant since 2012 specialising in affordable home ownership, leasehold management, Right to Buy and anti money laundering. She has provided interim management and strategic and operational support to a number of registered providers, local authorities and private sector companies and is HQN’s lead on anti money laundering.
Bill Mundy is a qualified trainer with wide-ranging experience of delivering leadership and technical courses. Bill was a police inspector in the Greater Manchester Police for over 30 years during which time he was involved in several terrorist operations including the aftermath of the Manchester bombing in 1996, and as a counter terrorist liaison officer. He has a wide range of operational and management experience. His last five years of service with the police was as Head of Leadership Training at the force training school. Since leaving the police Bill has delivered training in the housing sector and taught in high schools and lectured at further education colleges.
Wendy Murphy is an experienced coach who has helped to set up and run many in-house and external coaching and mentoring programmes. She has worked as a coach and mentor to hundreds of people in different sectors and at different stages of their careers. Wendy works with an action-orientated results-based coaching approach, to deliver key outcomes based on personal and organisational values.
Tony Newman - training
Tony Newman is a project manager, consultant and trainer with over 30 years’ experience across a range of industries, in the private and public sectors.
His work centres on helping social sector clients to maximise income and improve services to customers, especially to support the financial wellbeing and independence of vulnerable people.
Tony studied psychology and philosophy at the University of Stirling and maintains an active interest in communication and behavioural science. He incorporates the latest thinking on these subjects into his work.
He has extensive experience in designing and delivering highly effective negotiation training workshops and development programmes, across a range of sectors and in a variety of contexts. These include specialist workshops focused on housing management.
As an HQN associate, Tony designed HQN’s income management and financial inclusion toolkits and helped to develop the accreditation service for income management. He leads the specialist Rent Income Excellence Network and carries out regular “hands-on” service reviews and health checks on rent collection and arrears management.
He has a track record of supporting clients to improve performance in challenging environments and has practical experience of managing complex projects that have delivered improved social and financial outcomes.
Tony has written a number of papers and presented at many conferences on the subject of income maximisation, debt recovery and financial inclusion. He has a keen interest in the opportunities to improve quality and value for money through better integration of housing, social care and health services and more effective engagement with customers and communities.
Tony is a member of the Chartered Institute of Housing, Chartered Institute of Credit Management, the British Institute of Learning Disabilities, the Project Management Institute and the Financial Health Exchange, for whom Tony is a member of the Advisory Panel.
He is an associate lecturer at the University of Salford where he designs and leads on the University’s Introduction to Housing Policy and Practice blended learning degree module and is an associate of the University’s Sustainable Housing and Urban Studies Unit.
Caroline Oubridge started out making community programmes for BBC local radio before working in press and communications for national charities for over 15 years. She's a strong believer in straightforward communication and now specialises in training and advising organisations on how to explain who they are, what they do and why it matters. Caroline always delivers training that is informative, enjoyable and practical.
Richard Paris has an MA from Queens’ College, Cambridge and a post-graduate Diploma in Housing from LSE. From 1991-93 he was senior research officer at LSE Housing, and has worked for short-life and supported housing agencies, mainstream housing associations and local authorities. He is a freelance housing law specialist with 20 years’ training and development experience undertaking educational training, consultancy, policy and procedure health checks. He specialises in housing law updates, dealing with anti-social behaviour effectively, preventing and controlling rent arrears, do-it-yourself possession proceedings, the law in supported housing and the law on disrepair and best practice.
Ian Parker has worked in the public sector for 40 years. During his career he has worked in senior positions in local government and has been the Finance Director at four RPs. Ian has worked as a consultant for the last eight years and during that period has:
- Developed HQN's VfM metric model
- Provided advice to clients about the sector's VfM agenda
- Undertaken in excess of 40 mock In Depth Assessments (IDAs)
- Developed HQN's merger model.
Ian is HQN's Lead Finance Associate and in that role he provides advice to members of the Housing Finance Network and also ensures that they receive relevant news and technical updates.
Martin is a committed housing professional with over 22 years’ experience of social sector property management, homelessness prevention and working alongside the private housing market to balance demand. As a previous local authority senior manager and now an independent housing consultant, he has become a valued member of housing executive teams with a proven record of accomplishment of leading services through change and programmes that have modernised operational functions.
He has held overall responsibility for key housing services including the Property Management and Procurement, Housing Research and Housing Strategy and Policy. Since then, he has secured contracts with the leading professional housing organisations to provide consultancy services, business support, seminars training courses.
Many of his consultancy contracts have focussed on enabling housing organisations to maximise the use the private rented sector to tackle homelessness and looking at new ways to prevent homelessness, and innovative ways to tackle housing demand. More recently, he has been helping local authorities develop new Housing Strategies that realistically deal with the current housing challenges and he has carried out reviews of services including Selective Licencing Schemes and Social Lettings Agencies.
This followed his achievement of establishing on of the country’s first fully operational Social Lettings Agency in the London Borough of Havering which, was recognised at the Inside Housing Awards winning the ‘Diversify your Business’ category in March 2015.
Lisa Redwood has extensive experience working in the health and social care sector. She has a 25 years career in social work, mental health, housing, high risk offenders, substance misuse, complex needs and safeguarding.
Lisa has been a freelance trainer/consultant since 2006 managing her own company supporting providers across the UK to improve their practice.
As well as working freelance Lisa has held the role of safeguarding and mental health specialist for a housing association in Somerset since 2015, providing all aspects of training and policy work regarding safeguarding and mental health.
His expertise includes business planning consultancy, asset management plan development, policy, strategy and housing development, home ownership, including the RTB and low cost home ownership products, resident involvement and housing finance.
His wider interests include allocations and lettings, local-central government relationships, and authorship of briefings and books.
His early posts included working as a housing adviser at Cambridge City Council, Policy and Development officer at Southwark Council, Development Initiatives manager at Greenwich Council, Course Director in Housing studies at Hammersmith and West London College and an associate lecturer in housing at the University of Westminster and Anglia Ruskin University, a consultant at TPAS undertaking resident-led management advice and implementation of Tenant Management Organisations, and Research and Statistics manager in Councils.
He has served on the boards of housing associations, as Vice Chair of Bush Housing Association and as Treasurer of Garden City Housing Association, and has worked closely with housing associations in developing business plans and training staff and board members in all aspects of housing, especially finance.
Paul is the author of numerous briefings and has written three books on housing which are on University and College reading lists to support the CIH Professional Qualification, HNC and HND in Housing Studies and courses at BTEC level.
Julie Ryder combines an abundance of energy and knowledge and brings training alive. Her background is originally in commercial training with NatWest Mortgage Services. After losing her hearing she decided to use her deafness in a positive way, and since 2002 she has been developing and delivering a variety of training on all disability issues. Julie has won numerous awards and has extensive experience in the housing sector, successfully training staff, managers and tenant groups.
Syka Sheikh is a solicitor with over 14 years’ post-qualification experience, currently working as a litigation team manager for a large housing association in West Yorkshire. She specialises in housing litigation, tackling anti-social behaviour, injunctions and possession proceedings. Syka provides training to a wide variety of clients, including housing organisations and local authorities. Her style of training is informative and interactive with opportunities for delegates to ask questions relating to their areas of work.
Richard Walker is an HQN trainer and associate and has extensive knowledge and experience of customer service management, both operationally and strategically, having worked in the housing sector for over 20 years. Richard has proven success of both developing and turning round complaints services and he has undertaken numerous reviews and training sessions as a trainer and consultant. He is a trained Customer Service Excellence assessor and has also operated in a private sector customer service environment. His practical and relaxed training style ensures attendees engage and get the most out of his sessions.
Emma Walker-Cotton is an organisational development specialist and executive coach. She has a passion to support organisations and individuals to fulfil their potential and believes that people management is a straightforward task, people just need the confidence, inspiration and right tools to do it.
She previously worked as a Director of Human Resources and Organisational Development, successfully leading large teams, designing award winning Leadership Programmes and HR Strategies.
Emma has an MSc in Organisational Psychology, which has given her a good understanding of different organisational cultures, what makes them effective, and how to create the right work place climate so that people want to fully engage and perform to the best of their ability.
She is also qualified in running psychometric testing and registered with the British Psychological Society.
When working with you, Emma will be direct, honest, ask challenging questions and can design bespoke programmes that will enable you and your organisation make deep seated lasting changes.
Ruth Walker-Cotton is a qualified project manager (APM PMQ) and a member of the Association of Project Management. She is currently studying Strategic Project Management at MSc level.
Ruth has extensive experience of writing and implementing strategies and managing campaigns and projects within the Charity, NHS and Housing sectors. She has successfully improved performance in a variety of sectors, through setting and achieving targets in partnership with key stakeholders.
Ruth is experienced in people management and loves designing and implementing systems and processes to ensure clarity and efficiency. Her main focus is project management – whether training a team or guiding them through a project – supporting businesses to improve their strategic and resource planning, working with them as they go through organisational change.
Peter Wilson has over 30 years’ experience in public and private sector housing. A chartered environmental health practitioner and a chartered surveyor, he has also worked as a housing manager responsible for over 11,000 properties. He is still actively involved in survey work, litigation and consultancy. He combines a wealth of ‘hands-on’ knowledge with an interactive training style and extensive experience.
Nancy Witham has more than 30 years experience within the Social Housing Sector. She delivers innovative, engaging interactive training to operational staff in Repairs & Maintenance, Neighbourhood, Customer Service and Business IT systems. Nancy’s style of training makes learning enjoyable and relevant and her training programmes receive consistently excellent feedback.
Sam Young is HQN’s lead Business Transformation Associate. She has a wealth of technology experience gained in private, public and not for profit sectors as well as a track record of successfully leading large teams and large- scale changes. Sam has a MSc in Technology and Management and is an accredited coach and SFIA (Skills for the Information Age) consultant. She is passionate about developing talent, transforming teams and harnessing technology to deliver successful business outcomes.
As well as running her own management and digital consultancy, Sam is a non-executive director on the Board of Great Places Housing Group, a non-executive director for the South West Yorkshire Partnership NHS Foundation Trust.