Emma worked for the Housing Ombudsman for 20 years in a variety of roles including Director of Dispute Resolution and Deputy Ombudsman.  She was responsible for setting up the Quality, Engagement and Development Directorate and co-authored the Complaint Handling Code.

She worked at Shelter for four years providing training and consultancy for housing advice agencies and Citizens Advice. She also worked for Camden Council in the Housing Legal Team and then later in the Customer Services and Engagement Team, overseeing compliance with Ombudsman decisions.

Emma is a Solicitor with many years of experience providing training to landlords in housing law and complaint handling best practice.  She is also an accredited mediator and a lay panel member for fitness to practice panels dealing with complaints about health care professionals and nurses.