Tenant Engagement Digital Conference

Dr Aasia Nisar is a strategic social housing leader with over 30 years’ executive and board-level experience shaping organisational transformation, governance and regulatory excellence across complex, regulated environments. She is widely recognised for championing resident voice, embedding co-production and ensuring customer insight drives strategic decision-making, accountability and measurable service improvement.

Aasia also serves as a Non-Executive Director on the TPAS Board, where she focuses on strengthening the influence of customers in governance and ensuring lived experience meaningfully shapes organisational performance and service delivery. She also holds multiple governance roles across housing and education, providing strategic oversight, challenge and assurance at Board level.

A regular national speaker and sector contributor, Aasia brings deep expertise in consumer regulation, cultural transformation, resident-centred service redesign and place-based partnership working, supporting organisations to balance social purpose with strong governance and sustainable performance.

Claudia has worked in the social housing sector for 25 years in operational as well as governance and risk leadership roles. In her current role she oversees regulatory engagement with a wide portfolio of registered landlords, focussing on the delivery of the outcomes of the consumer standards and on effective regulation of Local Authority landlords.

Nick is a Policy Officer at the National Housing Federation, where he focuses on resident engagement, welfare reform, domestic abuse, and regeneration. He has worked in housing for 9 years across multiple different policy contexts and has largely concentrated on the delivery of well-located homes by the state and the private sector, the use of public land, self-build housing, and equitable urban governance. Nick holds a Master’s in Urban and Regional Planning from the University of Sheffield and has a wide interest in housing, urban development, economics, and institutions.

Eve Blezard is Policy Lead at the Chartered Institute of Housing, where she leads work on repairs and maintenance, building and fire safety, housing quality, and decency. Her policy approach is grounded in cultural change and the belief that the lived experience is crucial to developing practice and systems. She holds a PhD in the Built Environment from The University of Salford and has worked in housing for over 15 years, and has previously held roles at Housing Quality Network and Progress Housing Group. Eve is currently a board member of the Housing Studies Association and The Greater Manchester Good Landlord Charter Governing Board.

Eve’s work focuses on the connections between place, belonging, and the value of home. Her thesis explored identity and community on a social housing estate, and she is now studying for an MA in World Heritage Studies, deepening her interest in placemaking, heritage, and the social value of housing.

Eve focus is working to bring together research, policy and practice, using insights from lived experience to contribute towards creating safer homes and to support more inclusive and equitable housing systems.

Michael has lived in social housing for 42 years and an involved resident for 40 years, both as a local authority resident and latterly, as an L&Q resident. Within L&Q he was a member of the Forest Homes Stock Transfer Board, served as a Resident Inspector, Member of the Customer Services Committee, Deputy Chair of Resident Services Group, member of the Complaints Panel, a Neighbourhood Champion, Chair of the Neighbourhood Committee, member of the Resident Board and Chair and Founder of the LGBT Forum.

Tanya King is a Senior Regulatory Engagement Manager at the Regulator of Social Housing, bringing over 25 years’ experience across the social housing sector.

Before joining the Regulator in 2023, Tanya spent many years at Stockport Homes Group ALMO, most recently as Head of Customer Engagement and Inclusion. In this role, she led impactful work on tenant engagement, community development, digital and financial inclusion, health initiatives and services for young people—always with a focus on achieving meaningful outcomes for residents.

In her current role, Tanya works closely with ten local authorities across the country, building trusted relationships with landlords and supporting them to meet the regulatory Standards through continuous improvement. She has a particular passion for the importance of landlords truly knowing their tenants, using rich and varied tenant insight to inform services and strengthen accountability.

Tanya is currently leading her tenth inspection, which she describes as her favourite part of the role. She also enjoys developing and delivering training for colleagues, particularly around the Transparency, Influence and Accountability Standard, and is a strong advocate for tenant voices being central to regulation and service delivery.

Jenny has over twenty years experience in the social housing and homelessness sectors. She has played a central role in shaping the regulator’s approach to the forthcoming Social Tenant Access to Information Requirements (STAIRS) aiming to strengthen the transparency and accountability of landlords to their tenants. Her work includes overseeing the recent consultation on how the regulator proposes to incorporate STAIRS into its consumer standards and code of practice. Prior to joining the Regulator of Social Housing Jenny worked for the Office for Students.

Victoria King is the Sector Learning and Development Lead at the Housing Ombudsman Service (HOS) and is part of the Quality, Engagement and Development Department. Victoria is part of the team who deliver the Housing Ombudsman Service’ Centre for Learning, which is where HOS share learning from complaints and drive positive complaint handling across the sector.

Lisa Turner  brings 16 years of experience in the social housing sector. She leads eight specialist teams covering case management, complex repairs, damp and mould, the Plentific marketplace, repairs complaints, voids, and repairs inspections. Lisa is the organisational lead for the planning and delivery of Awaab’s Law and represents the organisation within the G15 focus group on this subject.

Her core focus is ensuring residents are at the heart of every decision. She champions empathetic, careful, and understanding engagement — not only in relation to Awaab’s Law, but across all areas of repairs delivery.

Teagan is Anchor’s Diversity and Inclusion Manager, where she leads the organisation’s inclusion strategy across workforce, leadership and service delivery. Her role spans organisational culture, policy development and inclusive practice, with a strong focus on using data, insight and lived experience to drive meaningful change.

Teagan works closely with senior leaders, colleague networks and operational teams to embed inclusion into everyday decision-making, ensuring it is not treated as a standalone agenda but as a core part of how the organisation functions. She believes that cognitive and cultural diversity are essential to building effective organisations and improving outcomes for both colleagues and residents.

Joan Allen is a Board Member at Citizen Housing & Chair of the Customer Assurance Committee,bringing extensive experience in governance, tenant engagement, and community-focused leadership. With a strong commitment to ensuring that customers’/residents’ voices shape strategic decision‑making, Joan champions approaches that prioritise inclusivity, transparency, and lived experience.

Her work on the Board involves setting strategic direction, scrutinising performance, strengthening organisational accountability, and supporting the delivery of high‑quality, equitable services across diverse communities. Joan has a particular interest in widening participation, improving engagement outcomes for underrepresented groups, and embedding fairness and cultural awareness into organisational practice.

Throughout her career, Joan has been instrumental in setting up and contributing to programmes and initiatives designed to remove barriers to customer/resident involvement, enhance trust, and improve service satisfaction. She is passionate about using evidence, data insights, and partnership working to drive better outcomes for tenants and communities.

Joan brings a thoughtful, people‑centred perspective to discussions on engagement, regulation, and sector improvement, in and outside of the board room, and she is proud to support and advocate for approaches that amplify customers’/residents’ voices in meaningful and impactful ways.

Paul has worked in a number of sectors, across FSTE100 companies and public sector organisations, focusing on driving service improvement through engagement with customers. He joined the housing sector in 2017, initially as Chief Customer Officer at Curo, in the West of England, and more recently has taken on leadership of the Operations directorates across Thrive Homes and Watford Community Housing, who are in the process of merging.

I am Head of Complaints with over 25 years’ experience leading complaint resolution and customer operations in complex, regulated organisations. I joined MTVH in July 2024 and am responsible for the end‑to‑end complaints service, including Stage 1 and Stage 2 complaints and Specialist Complaints covering Housing Ombudsman, CEO and MP escalations.

I lead on compliance with the Complaint Handling Code, quality assurance, and governance, while championing complaints as a vital source of insight. I prioritise listening to customer feedback and use complaint learning and data to drive business improvement and prevent complaints recurring. Insight is embedded through structured reporting, clear accountability, and senior leadership ownership.

Previously, I spent 25 years at BT/EE and Plusnet in senior complaints leadership roles there.

Dr Aasia Nisar is a strategic social housing leader with over 30 years’ executive and board-level experience shaping organisational transformation, governance and regulatory excellence across complex, regulated environments. She is widely recognised for championing resident voice, embedding co-production and ensuring customer insight drives strategic decision-making, accountability and measurable service improvement.

Aasia also serves as a Non-Executive Director on the TPAS Board, where she focuses on strengthening the influence of customers in governance and ensuring lived experience meaningfully shapes organisational performance and service delivery. She also holds multiple governance roles across housing and education, providing strategic oversight, challenge and assurance at Board level.

A regular national speaker and sector contributor, Aasia brings deep expertise in consumer regulation, cultural transformation, resident-centred service redesign and place-based partnership working, supporting organisations to balance social purpose with strong governance and sustainable performance.