Where did you grow up and what led to become a shared owner?

“I grew up in a small market town near Kettering, where the school was within walking distance, and I could come home for lunch. I used to play outside with friends who lived in the same crescent - it felt safe, and were fun times, building bike ramps, and go karts.

“When I left home, I stayed with friends for a year, before getting my first rented flat with a different housing association.

“My dream was to have my own house, a small garden and off-road parking - I never thought it would ever actually happen. I had heard of shared ownership but knew very little about it, however there was about 15 properties being built, all shared ownership in the village I was hoping for. I was offered a property after applying for and meeting the eligibility criteria. It was the only way I could get security of tenure at an affordable price, and this was a step on to the property ladder. I read the legal pack and clarified my understanding of what being a shared owner meant. It was still at the very top of what I could afford but looking back the best decision I made.

“There are all the amenities required to live without ever having to leave the village. I live in a quiet, clean and tidy neighbourhood, with the countryside and nature on my doorstep. I love my little garden and recently made a bird box that is on the side of my house. I’m so excited that some blue tits have just moved in.”

Why did you join the Service Improvement Panel?

“I found out about the Service Improvement Panel in an article in Talk magazine that asked bpha customers to apply - I was keen to find out more about what it involved.

“My application was driven through my desire to upskill, learn as much as I could about the requirements of a successful housing association, as in my current work role we were in the position of applying to become a registered provider of social housing, and I felt out of my depth and tasked with managing change outside the area of my expertise and knowledge.

“There are so many training opportunities to support me and the other members of the panel in this role to make sure we’re equipped and confident to challenge bpha as needed.”

What exactly does the panel do?

“We work with the Service Improvement Team and Anna Humphries, Director of Customers and Services, to scrutinise performance and activity from a customer perspective.

“The panel plays a role in the governance and scrutiny of bpha and ensuring the tenant voice is being listened to - just because something has always been done a certain way, doesn’t mean other options can’t be considered.

“We bring a different perspective of what’s important to the customer, for example window handle replacements - and we ask questions to clarify what the landlord is accountable for, and how this compares to other landlords.

“We’ve been involved in recruitment panels, reviewing the Tenant Satisfaction Measures (LINK) scores. Through this we identified specific areas to see where improvements could be made, including shared ownership, repairs and complaints. To date, I think the most important document we have helped shape is the new Customer Strategy,(LINK) as this underpins bpha values.”

Why do you think the Service Improvement Panel is important?

“It is important to ensure that customers are involved at the highest level of decision making, that bpha is held to account on issues relating to customer experience and service delivery, but ultimately customers are listened to, live in a safe home and safe neighbourhood, free to live the best life they can.”