Service Improvement Panel

Sadie

Chair, Service Improvement Panel

I’m Chair of bpha’s Service Improvement Panel and a bpha tenant based in Cambridge, where I live with my two sons. I joined the panel when it was established in July 2024 and was appointed Chair in July 2025. In addition to my role on the panel, I sit on the Customer Experience Committee, working alongside executive and non-executive directors from the Board to help shape and improve customer services across bpha.

I joined the Service Improvement Panel to ensure that customers’ voices are heard and to play an active role in driving service improvements. With my children now older, I was also keen to take on a meaningful role that allows me to give back and make a positive difference. Professionally, I’m Head of Operations for a Cambridgeshire-based company and will be celebrating 25 years with the organisation in 2026. Outside of work, I’m a keen football fan, a passion I enjoy sharing with my children.

Jerry

Service Improvement Panel Vice Chair

I joined the Service Improvement Panel to connect with others and help ensure that customers’ voices play a meaningful role in shaping services. I bring experience in data analysis, service operations, and the use of technology to support improvements that are practical, transparent, and customer focused.

Working closely with fellow panel members has been both rewarding and motivating, allowing us to learn from one another and work collaboratively for the benefit of our communities.

Outside of the panel, I enjoy cooking, hiking, and exploring creative interests in videography and media.

Ted

Service Improvement Panel Vice Chair

I’m Vice Chair of bpha’s Service Improvement Panel and a bpha tenant in Bedford. I joined the panel when it was established in July 2024 and was appointed Vice Chair in July 2025.

I joined the Service Improvement Panel to use my skills to help support the wellbeing and lives of bpha customers so they can be proud of where they live and how they live. I want to ensure the customers’ voices reach out far and wide.

In addition to my role on the panel, I support the chair at the Customer Experience Committee meetings, working alongside Executive and Non-Executive Directors from the Board to help shape and improve customer services across bpha.

Outside of bpha I work in the railway industry and support my colleagues by being the local union representative.

Duncan

I’m a shared ownership resident in Trumpington, Cambridge. I joined SIP in August 2025 after seeing the position advertised by email. It caught my eye because I had been through the bpha complaints process, and I am of the attitude that if you have made a complaint about something and then see an opportunity to do something about it, you really should be prepared to step up to the plate.

I am so pleased I did as it has been fascinating to see what happens behind the scenes at bpha, and, crucially, it is encouraging to see the organisation is striving to continually improve it's level of customer service. It feels great to be able to contribute towards that. In my day to day life I run my own organic fruit and vegetable business. The skills and experience that I bring to the SIP include problem solving, business planning, and marketing.

Nicola

I joined SIP because I wanted to connect with others and help my local community.

I have lived experience of disability. This helps me see how to make services work better for everyone. I want to make sure that bpha hears the voices of people with disabilities.

I am passionate about clear and simple communication. I believe that information should be written so everyone can understand and use it. Since joining SIP, I’ve seen that bpha wants to listen to its customers. I encourage everyone to share their views through the TSM survey and The Place.

I live a quiet life. I enjoy being creative through crochet and painting. I love looking after my two chihuahuas.

Ross

I joined SIP to have the opportunity to make a real difference to how bpha are perceived by their customers. A leading housing association that cares about their customers and makes positive change and impact on people’s lives and their communities. I am proud to be involved with changes that push bpha forward and help customers’ voice be heard and represented. Working with a great team of people that include bpha staff and fellow SIP team members.

I’m married with four children ranging in age from 23 to seven years old. I enjoy travel and have been fortunate enough in my career to visit over 90 countries worldwide, which has provided me with life skills and experiences of meeting many different people and understanding different cultures.

Satwinder

I joined SIP as a bpha tenant in September 2025.

I am keen to connect and learn from others, to understand and improve the services that bpha provide.

I hope that working in collaboration with staff and customers will lead to evidence- based service improvement.

As a Quality Improvement Coach that works with East London NHS Foundation Trust to improve mental health care in Bedfordshire and Luton, I am keen to help develop strategies for change. I am passionate about equality, diversity and inclusion. I recognise the importance of social housing in building greater equity for marginalised social groups and individuals. It a privilege to represent and give a voice that helps to improve the lives of others through being a SIP member.

I am a wife and mum to two amazing teenage boys. This motivates me to continuously learn towards creating better futures for all. I enjoy writing poetry and appreciate the beauty of the natural sky: Sunsets, rainbows and cloudy skies.

Zeeshan

I joined SIP in March 2025 after receiving an email about an opportunity to join the panel. I was intrigued and applied as I viewed this as a unique chance for customers to engage with bpha and bridge the gap between customers and landlord.


After joining I saw the existing panel had done a number of reviews already and many of the recommendations had been implemented and I was eager to be a part of this process. SIP is a great initiative and I have enjoyed my time participating and contributing to reviews and policies. The position has given me a better understanding of how the organisation operates and bpha’s sincere efforts in trying to improve their services by valuing our feedback.


Outside of SIP I work in an IT related role which has given me many transferable skills such as problem solving and data analysis that are useful in my role in SIP.