Meet the Team
We are a small but passionate team, dedicated to providing the best possible service to our residents.
Karen – Chief Executive
Appointed as Chief Exec of PCHA in December 2016, Karen has worked at a senior level within the social housing and voluntary sector for over 25 years. Her interest in social housing came from being homeless herself when she was pregnant with her daughter; she realised that having a safe affordable home is an essential building block for life. She started off working in supported housing for people with mental health problems, and then went on to be the Chief Exec of three small community-based housing associations. In 2006 she set up her own consultancy business and since then has worked with a range of housing and support providers, offering advice and training to enable them to improve services, successfully engage tenants, and achieve their visions.
Karen lives in Rochester in Kent, and has an adult daughter. In her spare time she practises yoga, swims and dances ceroc.
Sian – Director of Operations
Sian joined PCHA as our Interim Director of Tenancy Services in June 2022, and took on the permanent role of Director of Operations in April 2023. She provides direction and leadership for delivery of all tenancy management, customer and resident support functions at PCHA.
Sian is a highly experienced housing professional committed to supporting organisational cultures that deliver excellent customer service. With over 30 years’ experience in housing, she was previously CEO of a small niche housing association. She is passionate about customer service and the value that smaller housing associations offer.
In her spare time Sian is an enthusiastic amateur violinist and enjoys playing with small chamber groups and a string orchestra. She also enjoys cinema, swimming and gardening.
Roger – Director of Finance
Roger has been with PCHA since April 2020. He has worked as a Finance Director and financial consultant in the social housing sector for 20 years and prior to that had senior financial posts in diverse sectors such as professional football, oil exploration and library services. A qualified chartered accountant, he splits his work time between PCHA and a wide portfolio of consultancy assignments mainly around business planning, assurance, risk management and ad hoc tasks such as helping shape social housing provision on a Caribbean island.
Roger lives with his wife in Kings Hill, Kent and spends his spare time following Sutton United FC, Leicester Tigers and Surrey County Cricket Club, enjoying life with his three grandchildren in Nottingham and learning how to play the guitar should an unlikely vacancy arise in a reformed 70s punk or German kosmiche band.
Steve – Head of Property Services
Steve was appointed as Head of Property Services at PCHA in May 2023. Steve began his housing sector career in 1999, following the completion of a HND in Building Studies. Starting as Technical Officer at GCHA (Gravesend Churches Housing Association), a small community-based RP, he developed his career to become the Director of Operations in 2007. During his time at GCHA he obtained the CIH CIOB level 4 qualification in Housing Maintenance Management and went on to be selected to take part in the NHF’s Influencing Academy 2019.
In early 2021, Steve was appointed as Director of Homes at Croydon Churches Housing Association and headed up both the development and property services function within the organisation.
Steve lives in Dartford, Kent with his wife and two children and spends his spare time walking his energetic Chocolate Labrador, Tess.
Haley - Head of Resident Services
Haley joined PCHA as Head of Resident Services in August 2024. With over 15 years' experience in housing and 11 in management, she has a strong track record of improving services, driving up performance and achieving targets.
Customer focused, with specialist knowledge in all areas of housing management, Haley leads customer services for PCHA, which includes tenancy management, income recovery and resident engagement. She is also lead officer for Complaints and for Consumer Regulation.
Gail - Head of Housing Contracts
Gail joined PCHA as Head of Housing Contracts in July 2024. She has over 18 years' experience in housing management Gail leads our team managing homes on behalf of the London Borough of Bromley. She oversees all operations including: tenancy management, resident support and engagement, repairs and maintenance and health and safety.
Property Services Team
Our property services at PCHA focus on managing our homes, ensuring that they are in the best possible condition and are a safe and comfortable place for you to live.
Steve – Head of Property Services
Steve leads property services at PCHA which includes asset management, compliance, responsive repairs, planned and improvement works. Steve manages Natalie, Ana, Mick and Rob and ensures we are compliant with all health and safety regulation.
Natalie – Maintenance Officer - Repairs
Natalie works to look after our day to day repairs and maintenance service, helping to arrange and follow up on any repairs needed to your home.
Ana - Maintenance Officer - Planned Maintenance and Compliance
Ana works to ensure we deliver all our regular health and safety compliance checks. She also manages our response to damp, condensation and mould and our planned maintenance programmes for kitchens, bathrooms and boilers.
Rob – Surveyor
Rob deals mainly with planned works including major repairs, cyclical programmes and damp, condensation and mould cases.
Mick – Maintenance Operative
Mick is our in-house handyman and caretaker, his main role is to carry out fire alarm and emergency light testing of all of PCHA’s properties as well as carrying out health and safety checks.
Resident Services Team
Our resident services at PCHA focus on providing residents with the best possible service and all the support you need to sustain your tenancy, be happy in your community and enjoy your home.
Haley - Head of Resident Services
Haley leads customer services for PCHA, which includes tenancy management, income recovery and resident engagement. She manages Jean and her team, along with Jamaal, Esmine and Maria. She is also lead officer for Complaints and for Consumer Regulation.
Esmine & Jamaal – Customer Services Officers
Esmine and Jamaal are our front-line officers with primary responsibility for managing all incoming calls and emails. They deal with all initial enquiries together with any repairs and maintenance reports, resolving the issues where they can and escalating to the appropriate person if necessary.
Jean – Tenancy Services Manager
Jean manages, supports and works with our Tenancy Services Officer and Income Recovery Officers to ensure we deliver a holistic tenancy service.
Alex – Tenancy Services Officer
Alex works with Jean to provide assistance with all tenancy queries including housing applications (internal transfers and mutual exchanges,) tenancy changes, support and welfare queries and reports of ASB.
Vanessa & Carol - Income Recovery Officers
Vanessa and Carol are responsible for managing arrears payments and resolving rent queries at the first point of contact. They signpost applicants and residents to other support agencies in respect of benefits or support as required and run regular support/advice sessions at our offices.
Maria - Resident Satisfaction & Engagement Officer
Maria is responsible for ensuring we provide an excellent customer service to our residents in terms of tenancy services, responsive repairs, planned works and estate management, driving up quality, value for money and resident satisfaction.
Housing Contracts Team
Our Housing Contracts Team focus on providing a holistic housing management services for residents of the homes we manage on behalf of the London Borough of Bromley.
Gail - Head of Housing Contracts
Gail leads our team managing homes on behalf of the London Borough of Bromley. She oversees all operations including: tenancy management, resident support and engagement, repairs and maintenance and health and safety.
Demi-Louise - Tenancy Services Officer
Demi works with Gail to provide tenancy services to residents of the homes we manage on behalf of the London Borough of Bromley. This includes assistance with all tenancy queries including housing applications (internal transfers and mutual exchanges,) tenancy changes, support and welfare queries and reports of ASB.
Manorfields - Temporary Accommodation Scheme
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Part of the homes we manage on behalf of the London Borough of Bromley, Manorfields is a temporary accommodation scheme providing housing for those at risk of homelessness. Our dedicated team at Manorfields comprises of:
Susan - Housing Manager (Temporary Accommodation)
Miranda - Tenancy Services Officer
Dave - Maintenance Operative
Corporate Services Team
Led by our Director of Finance, the Corporate Services team provide a wide range of services to ensure the smooth running of PCHA, including finance, IT, events organisation, recruitment and supporting the work of the Board.
Roger – Director of Finance
Cassandra – Corporate Services Manager
Jackie – Finance Officer