Housing Sector Podcast #31 – From Resident to CEO and Chair

In this episode, I sit down with Jennie Ferrigno BEM 😄  — a true trailblazer in UK social housing.

Jennie’s journey is rooted in lived experience. From her time as a housing association resident to becoming CEO and Chair of Red Kite Community Housing, she’s shown what real leadership looks like when it’s built on empathy, integrity, and courage.

Awarded the British Empire Medal for her services to housing, Jennie continues to champion tenant voice and challenge a sector that too often sidelines the very people it’s supposed to serve.

This conversation is a rare insight into what happens when residents take the lead — and why that matters now more than ever.

Subscribe for more real conversations that challenge the status quo and centre the people at the heart of housing.

https://youtu.be/BJRupVcayDk

#JennieFerrigno #HousingSectorPodcast #SocialHousingUK #TenantVoice #LeadershipInHousing #RedKiteHousing #BritishEmpireMedal #ResidentLedLeadership #UKHousing #HousingJustice #AffordableHomes #EmpowerResidents #HousingMatters #RealVoicesRealChange

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In this episode, we delve into the pressing issue of financial abuse within GreenSquareAccord. We highlight how increased service charges are not matched by improved services, the use of false figures, and the neglect of Section 22 obligations. We also discuss Ruth Cook's substantial pay rise amidst these challenges, and the broader implications for residents. Tune in as we explore how we can unite to hold GreenSquareAccord accountable, seek support, and address the lack of action from MPs and the housing ombudsman. It's time to stand together and demand change.

#GreenSquareAccord #FinancialAbuse #ServiceCharges #ResidentRights #Accountability #HousingIssues #Transparency #TenantSupport #Unity #GreenSquareAccordFail #HousingJustice #Advocacy #CommunityAction #Section22 #FalseFigures #ResidentsVoice #HousingOmbudsman #MPFail #DemandChange #togetherwecan 

https://gsa-website.files.svdcdn.com/production/documents/Publications/gsa-financial-statements-2024.pdf?dm=1739197924

https://shaction.org/service-charges/

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In episode 30 of the Housing Sector podcast, I sit down with housing activist Dan Bruce to discuss his ongoing battle with developers and warranty providers after purchasing a luxury apartment in Camden back in 2016. What should have been a dream home quickly turned into a financial and emotional nightmare when he discovered severe defects—including water leaks, structural issues, and an unsafe roof. Despite raising concerns, he found himself entangled in legal threats and facing the possibility of bankruptcy as warranty providers sought to take him to court instead of addressing the faults.

Dan has been vocal about the systemic failures in the housing sector, calling out politicians, including Labour leader Keir Starmer, for failing to take meaningful action on defective housing. His case is not unique—countless homeowners across the UK are facing similar struggles, left abandoned by a system that protects developers and warranty providers over residents. With mounting service charges and little legal recourse, many are trapped in unsafe and unsellable homes.

In this episode, we expose how regulatory failures and government inaction are allowing developers to profit at the expense of homeowners. We discuss the wider implications for the housing sector, including the risk of a large-scale building safety crisis if these issues remain unresolved. It’s time to hold those in power accountable and demand real reform.

#BuildingSafety #HousingCrisis #DefectiveNewBuilds #HousingScandal #HomeownersRights #HousingSectorPodcast #BuildingRegulations #PropertyNightmare #LeaseholdScandal #GovernmentAccountability

https://x.com/dannybster

https://www.hamhigh.co.uk/news/24839063.camden-flat-owner-slams-labour-inaction-building-reform/

https://www.mirror.co.uk/news/uk-news/i-bought-north-london-house-34450677

https://www.mylondon.news/news/north-london-news/i-bought-camden-apartment-800k-28486839

https://www.hamhigh.co.uk/news/24626001.camden-man-wants-keir-starmer-act-defective-housing/

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In Episode 29 of the Housing Sector Podcast, I sit down with Elizabeth Taylor, former Engagement and Policy Lead for TPAS Cymru, to discuss one of the most overlooked yet fundamental aspects of social housing: flooring.

For many tenants, receiving the keys to a new home also means stepping into a bare, concrete-floored space, with the added burden of sourcing and affording flooring themselves. But should this be the case? We unpack:

• The human impact: how lack of flooring affects residents’ well-being, finances, and living conditions.
• Environmental concerns: why removing perfectly usable flooring leads to unnecessary landfill waste.
• Policy inconsistencies: how some housing providers are now piloting flooring-included tenancy models, while others still strip homes bare.
• The case for change: how a more pragmatic, sustainable, and tenant-focused approach could improve outcomes for all.

With councils like Carmarthenshire pioneering change and research from Longleigh Foundation reinforcing the case for flooring as an essential, not a luxury, we ask—should social housing providers rethink their stance?

Tune in for a compelling discussion on why what's underfoot should never be overlooked.

#HousingSectorPodcast #SocialHousing #TenantRights #HousingPolicy #SustainableHousing #FairHousing

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In this episode of the Housing Sector Podcast, I’m joined by Insley Ettienne, CEO of CoSil Solutions, to explore the critical role of mediation in housing disputes. As service charges continue to rise and disrepair issues escalate, the relationship between housing providers and residents is becoming increasingly strained.

Far too often, housing associations resort to costly, time-consuming legal action when disputes arise — a move that not only damages their reputation but also erodes trust with residents. Mediation, on the other hand, offers a far more constructive path. It enables both parties to reach mutual resolutions without the hostility of court proceedings, ultimately saving time, money, and relationships.

We discuss:
 ✅ Why housing associations should prioritize mediation over litigation.
✅ The financial implications of repeated court actions and why housing providers can’t afford to keep going down this route.
✅ How entering mediation early could salvage tenant-provider relationships, preventing long-lasting animosity.
✅ The role of neutral mediation services, like those offered by CoSil Solutions, in facilitating fair outcomes.

At a time when service charge disputes, disrepair claims, and legal confrontations are on the rise, the need for housing associations to find alternative dispute resolution methods has never been clearer. The question is — why aren’t they embracing mediation more readily?

This is a must-listen for housing providers, tenant groups, and sector leaders who genuinely want to foster better relationships, reduce unnecessary legal costs, and shift towards a more resident-centered approach.

https://www.linkedin.com/in/insley-ettienne/
https://cosilsolutions.co.uk/
https://x.com/CosilSolutions
https://www.facebook.com/profile.php?id=100071777479927#

#HousingSector #MediationInHousing #TenantRights #HousingDisputes #DisrepairResolution #HousingAssociations #AlternativeDisputeResolution #HousingSectorPodcast #CoSilSolutions #LegalCostsInHousing #ServiceChargeDisputes #FairHousingPractices #PropertyManagement #TenantVoice #SocialHousingReform #HousingOmbudsman #HousingProviderReputation #LegalActionPrevention #BuildingBetterRelationships #HousingSectorChange

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In Housing Sector Podcast Episode 27 with Lara Oyedele, Part 2, "Where It Might Have Gone Wrong and Where We Might Be Able to Fix It," we dive deep into the evolution of housing associations. From their roots as charitable organisations to their current transformation into financially-driven enterprises led by finance directors, we explore the history of social housing, the influence of figures like Octavia Hill, and key moments such as the BBC documentary Cathy Come Home and the Windrush Generation.

We discuss how housing associations, bogged down by red tape and bureaucracy, have lost some of their agility and responsiveness. The conversation also touches on the role of AI in housing, how shared ownership tenants should be treated as stakeholders but are often ignored, and how the rise of activist groups on social media is holding housing providers accountable in ways they haven’t had to face before.

We also talk about the critical issue of finance directors managing housing associations without always understanding the communities they serve, and the important work being done by figures like Kwajo in challenging the system. This episode highlights the need for change and asks how we can fix a system that’s become disconnected from its roots and the people it was meant to serve.

#HousingSector #SocialHousing #HousingAssociations #AffordableHousing #HousingCrisis #FinanceDirectors #SharedOwnership #ActivismInHousing #AIInHousing #OctaviaHill #CathyComeHome #WindrushGeneration #Shelter #HousingAccountability #CommunityFirst #Kwajo

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Speaking out in the housing sector comes at a price—a price that both my guest and I know all too well. In this episode, I sit down with Lara Oyedele, a veteran of the UK housing sector and a former president of the Chartered Institute of Housing, to explore the real cost of challenging the status quo.

Lara shares her experience as CEO of Black on Board, how she was blacklisted by the Chartered Institute of Housing, and why she remains committed to speaking out and advocating for change. We discuss the systemic issues that continue to hold the sector back, particularly when it comes to diversity in leadership and governance.

🏡 Key Topics:
🔹 The consequences of calling out injustices in housing
🔹 Why housing association boards remain overwhelmingly white, older, and privileged
🔹 How recruitment processes reinforce a leadership echo chamber
🔹 The lasting impact of Grenfell Tower—what’s changed (or hasn’t)
🔹 The barriers to real inclusivity and representation in decision-making

Housing is about people, yet the decisions shaping the sector are still made by a narrow and privileged group. If we want to see real progress, we need leaders who reflect the communities they serve—and we must be willing to confront the uncomfortable truths standing in the way of change.

💬 Have you faced backlash for speaking up in the housing sector? Let’s start a conversation in the comments.

🔔 Like, subscribe, and turn on notifications to stay updated on future episodes.

#HousingSector #Podcast #LaraOyedele #HousingAssociations #LeadershipBias #DiversityInHousing #GrenfellTower #SocialHousing #AffordableHousing #HousingCrisis #BlackVoicesMatter #EthnicDiversity #BoardroomDiversity #SpeakingOut #HousingInequality #SocialJustice #HousingGovernance #RecruitmentBias #AccountabilityMatters #FairHousing #Transparency #HousingPodcast

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n this episode, I sit down with Simon Bernstein from Empathy Transformation to explore how housing providers can drive real value from customer service training—especially when budgets are tighter than ever.

We dive into the real challenges faced by customer service teams, from empathy fatigue caused by handling endless calls to the rise of “accidental managers” who have been promoted beyond their capabilities without proper support. Simon shares his expert insights on why a customer-centric culture shouldn’t just sit within one department but should flow through every level of an organisation.

We also discuss why recruiting for attitude over experience can be a game-changer, how businesses can empower their teams to be themselves, and why genuine empathy is key to delivering great service. With so many organisations under pressure to do more with less, this conversation is packed with practical takeaways for anyone looking to improve service delivery while working within financial constraints.

 ✅ How to tackle empathy fatigue in customer service teams
 ✅ Why ‘accidental managers’ need support and training
 ✅ The power of a truly customer-focused culture
 ✅ The importance of recruiting for attitude, not just experience
 ✅ How to empower staff to bring their authentic selves to work

#HousingSector #CustomerService #EmpathyInBusiness #SocialHousing #AccidentalManagers #EmpathyFatigue #CustomerCentric #Leadership #TrainingAndDevelopment #BetterHousing #HousingAssociations #Recruitment #PassTheBaton #HousingSectorPodcast

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In this episode of the Housing Sector Podcast, I explore whether smaller housing associations truly have an edge when it comes to tenant satisfaction. With the latest Tenant Satisfaction Measures indicating that smaller organisations consistently outperform larger counterparts, I wanted to uncover the reasons behind this success.

To get to the heart of it, I spoke with Sharon Brady-Wardrope, Director at Forth Housing Association. Together, we examine key factors that might contribute to these strong tenant satisfaction results among smaller providers:

🔹 Does a smaller size make these associations more agile and responsive?
 🔹 With fewer residents, can they better understand and address actual tenant needs?
 🔹 Is their stock easier to maintain, leading to better property management?
 🔹 Could Forth Housing’s leadership, which prioritises the human element and cost-efficiency, be the game-changer?

Or is it all of the above?

Tune in to this episode and hear Sharon’s insights on how Forth Housing truly keeps residents at the heart of their strategy.

#HousingSector #TenantSatisfaction #SmallAssociations #AgileLeadership #ForthHousing #SocialHousing #Podcast #AffordableHousing

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In this episode, I’m joined by housing expert Ebrahim Goolamally to break down everything you need to know about service charges. 

We explore how you can verify whether your service charge has been correctly calculated, understand what you're actually paying for, and ensure you're not being overcharged.

Ebrahim also shares practical steps you can take if you believe your service charge is incorrect, including how to approach your housing provider, what evidence to gather, and when to escalate the issue.

Whether you're a tenant, leaseholder, or simply curious about the often-confusing world of service charges, this episode provides essential guidance to help you navigate the system and protect your rights.

Don't miss this conversation for anyone seeking clarity and transparency in housing costs.

https://housingservicechargeandrentpiperdy.com/
https://www.housing-ombudsman.org.uk/2023/12/07/key-learning-and-guidance-on-service-charges/
https://www.gov.uk/residential-property-tribunal-decisions
https://housingservicechargeandrentpiperdy.com/
https://www.gov.uk/government/collections/transparency-influence-and-accountability-including-tenant-satisfaction-measures
https://www.gov.uk/government/publications/service-and-administration-charges-and-management-matters-t541/service-charges-administration-charges-and-other-management-matters-in-the-property-tribunal
https://shaction.org/service-charges/

#HousingSector #ServiceCharges #HousingCosts #Podcast #TenantsRights #LeaseholderHelp #ServiceChargeDisputes #CheckYourBill #HousingSupport #AffordableLiving #PropertyManagement #HousingAdvice #TenantSupport #CostTransparency #FinancialFairness #ServiceChargeReview #HousingConversations #FairHousing #HousingSectorPodcast #CommunitySupport

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