My CV

Emma-Jane Flynn BSc, CIHCM, CXAC (Cert)

Mobile 07801481237 Email emmaflynntec@gmail.com

Key Skills

Service reviews to improve compliance, assurance and resident experience across key sector standards, regulation
Collaboration – tenants, boards and leadership teams, leading change and transformation
Customer Experience and Excellence qualified
Experienced mentor and coach
Business development- tenders, new services and products, research, launch and delivery

November 2020 - present

Company Director Tenant Engagement Consultant Ltd

April 2024 - March 2025

Project lead for Customer Influence transformation at VIVID reporting to COO

This is an organisational transformation programme that is positively impacting across all services. Contact Margaret Dodwell, Chief Operating Officer for a Reference.

From June 2023 Housemark Associate Consultant

Vivid Customer Engagement Review
Nuneaton and Bedworth Review

From November 2020 Tpas Senior Associate Consultant

Co author and programme developer for Tpas Collaborate research initiatives in Building Safety, Governance and Behavioural Insight programmes and reports https://www.tpas.org.uk/collaborate
Lead for Tpas projects working with staff, leadership teams, boards and tenants across regulatory reviews and service improvements
Developing approaches to using behavioural insight in engagement- named as contributor for Engagement Maximiser research and report
Developing new services, products and tenders, track record of securing 85%

September 2019 – November 2020

External Affairs Manager East England for National Housing Federation. Provide a united single voice for housing associations www.housing.org.uk

Key relationship manager for the Federation with East of England regional members CEOs and Board level, key strategic partners and the media
Developing and maintaining member relationships while delivering the Federation’s business plan at a local strategic level
Lead for East England events with Senior Managers and Board members
National members lead for initial Covid 19 response and for Together with Tenants and involved in some work to develop the new Code of Governance and Futures programme.

November 2011- September 2019

National Consultancy Manager for Tpas. Promote, support and champion tenant and community engagement across England.

Reporting to Chief Executive. www.tpas.org.uk

Responsible for driving a sector leading engagement business and leading stakeholder relations across England
Delivery of engagement projects to over 500 organisations and leading a large network of associate consultants, often previous Directors and Chief Executives

Effective national campaigns delivered across England, delivery of large events
Product and service development including quality assurance and consultation services
Supporting, mentoring and leading other team members
Supporting members, both landlords and residents through briefings, webinars, training and other activities
Policy development and research including monitoring regulatory and statutory changes and ensuring our response and clients had practical support
Ensuring members contributed to government consultations
Launched a pilot research project for the use of behavioural insight to improve engagement
Business planning, growing the business, budget setting and oversight.

A number of Landlord Accreditation assessments and awards, supporting improvement plans in partnership with staff and residents
Development of a supplier and sub-contractor Quality Mark and successful completions with large commercial organisations. The Quality Mark is the result of many years of experience in using complaints to improve repairs and maintenance services and customer experience
Partnership research and nationwide consultation project on engagement with the Local Government Association, findings and recommendations reported to the sector
Facilitation of Housing Minister (Alok Sharma and Dominic Raab) roundtables with Grenfell survivors
Engagement expert for Ministry of Housing Communities and Local Government online forum on estate regeneration and community involvement
Contributed to sector good practice publications, speaker
Judge for the Tpas National and Regional awards and judged the Travis Perkins Community awards in 2019

January 2008-November 2011

Head of Community Involvement Aldwyck Housing Group (now Peabody)

Member of the Senior Management Team to lead strategic and operational stakeholder and community engagement direction for the group, reporting to Director and Chief Executive. Managed a large team of Community Involvement and Customer Contact Centre.

Nominated for Housing Heroes: Tenant Empowerment Team of the Year 2010, TPAS: Youth Involvement Team of the Year 2011 and shortlisted for UK Housing Award for meeting tenants needs and aspirations.
Budget holder responsibility and experienced at managing risk and health and safety
Led major contractor review, presented an improvement plan to their executive team
Increased business partnership opportunities and created positive community impacts through securing match funding, managing contracts, creation of additional income streams, includes future job funding to secure paid work placements within the organisation to ages 18-25
Secured grant funding of £350,000 and the business plan to develop a thriving community enterprise hub securing work space for local new community start ups
Volunteering and Economic Strategy development
Chair of the Bedfordshire BME Forum 2009-11
Chair of staff consultative team 2009-11 staff representative body.

2006 - 2007 Area Housing Manager Guinness Midsummer

Lead for Housing Management across two offices and five Local authorities

2003 - 2006 Housing Estates Manager South Bedfordshire District Council

Lead for Housing Management and Community Safety in Central Bedfordshire – rural and urban

1995 - 2003 Promotion (Customer Services) Manager – John Lewis Partnership

1989 - 1995 Assistant Store Manager Next Plc

Publications

Collaborate Research Report – Tenant Influence in Boards and Governance (Tpas) September 2024

Collaborate Research Report – Tenant Influence in Building Safety (Tpas) 2024

Local Government Association Second update report due to be published in 2024

Initiated the project and final contributor Engagement Maximiser www.tpas.org.uk 2020

Engaging and Empowering Tenants in Local Authority Housing for Local Government Association 2019 https://www.local.gov.uk/publications/engaging-and-empowering-tenants-council-owned-housing

Education

Customer Experience Professional Certificate (CX Academy) 2024

CIH Direct Final Housing Management 2010 (Level 5 equivalent)

BSc Psychology, Law and Business 2004