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.
Aidan – Director of Finance and Corporate Services
Aidan joined PCHA in January 2025 and is a CIMA qualified accountant. He has over 25 years finance experience, and has worked in senior roles across commercial and charitable entities including 10 years in housing. He has worked in a variety of other sectors including construction and maintenance, PFI, leisure centres, social care and started off in motor racing at Brands Hatch.
Aidan has grown up and lives in the north-west Kent area. In his spare time he enjoys spending time with his family and taking his children to football and dance competitions. He enjoys travelling and getting away from the tourist trail, watching rugby and any chance to see a bit of live music.
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 & Calli - Income Recovery Officers
Vanessa and Calli 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.
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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 - 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 mutual exchanges, tenancy changes, support and welfare queries and reports of ASB.
Manorfields - Temporary Accommodation Scheme
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:
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Susan - Housing Manager (Temporary Accommodation)
Bringing years of experience of helping people at their most vulnerable, Susan leads and manages the team at our temporary accommodation scheme in Orpington for those at risk of homelessness. This includes management of licenses, resident support and engagement, building maintenance and health and safety. Susan works closely with Bromley Council to accommodate residents coming into the scheme and those taking up offers of housing as well as signposting residents to additional support where needed and tackling complex housing issues.
Miranda - Tenancy Services Officer
Passionate about supporting the homeless community in her spare time, Miranda has years of experience in housing. Miranda works closely with Susan to support residents at Manorfields to maintain their licenses, engage and support residents, including encouraging independence, signposting and help accessing external support services.
Dave - Maintenance Operative
Dave’s main role is to lead on repairs and maintenance and health and safety at Manorfields. However, a key part of the team, he supports Susan and Miranda in managing the day-to-day operations and providing support to residents.
Corporate Services Team
Led by our Director of Finance and Corporate Services, 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.
Aidan – Director of Finance and Corporate Services
Aidan leads the Corporate Services team at PCHA and is the lead officer for our Finance, Audit and Risk Committee. Aidan is responsible for the budgeting process, management accounts and audit and risk, working with lenders and banks to ensure that PCHA remains a financially strong and viable organisation, ensuring compliance with all financial regulations and making sure that we are using our money responsibly for the benefit of residents.
Cassandra – Corporate Services Manager
Cassandra supports Roger with all things financial including the budget and management accounts. She works closely with Sian to set rents and service charges correctly and in line with Government regulations/ formulas and leads on regulatory returns for PCHA. Cassandra oversees systems and IT, as well as managing payroll and corporate subscriptions and is responsible for setting up and paying our suppliers.
Jackie – Finance Officer
Jackie works closely with Cassandra to provide support with rents, service charges and payment runs. She also provides facilities management support for our offices, including IT, stationery and office supplies, keeping PCHA running smoothly!