Next Generation Leaders – Felicity, Joseph, Emily and Cate

My area of expertise is in criminal justice, through my Criminology and Sociology BSc and Forensic Criminology MA degrees which have equipped me with knowledge and research skills around crime, social patterns, trends and community behaviours. In my career history, I have been fortunate enough to build relationships with many other lead professionals. I have worked for a charity working within HMP Peterborough, before managing and mobilising several contracts for Sova working with volunteers supporting offenders. Prior to my role with Home Group, I also had a role as an Implementation Manager for CRI, prioritising the mobilisation of the newly introduced CO Financing Organisation Service aimed at introducing a new employment support model to meet identified, emerging socio-economic needs in National Offender Management Services. I have been working as Senior Client Services Manager for Home Group since 2015. I understand the importance of organisations not working in isolation, but instead bringing agencies together and applying a 'whole systems approach' to solve or resolve issues which impact on wider communities.

In my current role with Home Group, I manage a diverse contract, working across the East of England supporting women offenders to move away from offending. The contract is called CFO3, funded by European Social Fund and managed by HMPPS. Managing the contract and keeping the individuals we work with at the centre of our focus and commitment, demands motivational skills, coaching and insight. I have learned to inspire and incentivise my team, to ensure they deliver person-centred support, alongside achieving incredibly challenging targets, remotely, and with limited resources for a payment by results contract.

I have many passions outside of work. My two small children are my absolute world. I also love travelling the world and making memories with my family. I also enjoy learning about fitness and personal training and love sharing my knowledge with friends. I have also recently taken up running which I love!

My working life has mainly consisted of roles within the housing sector. Primarily focused on Customer Service and Repairs. I started my journey as a repairs call handler and have developed into a competent customer focused leader. Working a variety of roles requiring a similar skillset gave me the confidence and knowledge to set career targets and subsequent milestones resulting in my current role and subsequent enrolment on to this programme.

I have recently joined IDS as their Head of Responsive Repairs. I am responsible for both D2D repairs and void management.

I have two ridiculously amazing sons who are my absolute oxygen. They are my main interest and motivating both in and outside of work if I am being honest!

More importantly, I am very focused on building an infrastructure and working environment that is serious and fun. Seriously fun!

As well as that, I am very much interests in social commentary and participate in a podcast of similar ilk. It's a respectable 'lads' conversation-based show. Whilst we have not created the show to change the world, we are there to give our opinions on things and have a laugh.

I've undertaken a wide range of roles within the social housing sector. I commenced my career as a repairs advisor in a local authority's housing call centre. I progressed through to a hosuing manager, policy officer an then found my passion in service imporvement working for several housing associations. On joining Hammersmith and Fulham I moved from service improvement to service management. I've always tried to bring my experience in project management as service transformation into my management roles.

About 3 years ago Hammersmith and Fulham embarked on transforming their repairs service and bring elements of it in house. I was seconded to help design and set up the new repairs customer service centre to give residents a single point of contact at the council for repairs. The service is made up of a contact centre that operates 8am to 8pm weekdays, taking repairs requests from residents by phone and e-mail, a complaints team to help residents who's repairs have gone wrong and a customer insight team to make sure we keep learning and improving from customer feedback. It is challenging but rewarding role.

I love the theatre and I can't wait for them to re-open, it's one of my favourite things about London! During lockdown I've dabbled in a number of crafts to keep myself busy, including knitting and soap making. I'm a terrible baker but a reasonable cook and enjoy attempting to recreate dishes from around the world.

I started my career in housing at an entry level as a community warden and was offered a position as a trainee housing officer. I then went onto specialise in ASB and domestic Abuse and worked two days a week within my role with Sutton Police as part of the ASB unit. I then went on to become a Housing Officer to give myself a more rounded approach and experience across all areas of housing.

My role now is more strategy based and involves me reporting directly to the Chief Executive and responsible for the housing services directorate. I also oversee the operational staff members who deliver services to residents and provide support to the core areas of the business.

I am exceptionally busy person outside work. My main motivation for everything in life is my son and my family, but I also have several other interests and commitments. My son is football crazy and plays for his local team, so I am often ferrying him from training to matches. I am also a trustee of a domestic violence charity and I enjoy being able to give something back in a different way. I also volunteer as an educational advisor, going into schools and mentoring children around aspirations and life skills. To relax I like to spend time with my horses and other animals, and I am also a committee member of my son's school PTA.