Longbenton, England, United Kingdom
I am the Head of Financial Wellbeing and Employability at Karbon Homes, leading strategic services that help people build financial resilience, access employment opportunities and thrive within their communities. With over 20 years’ experience across social housing, and specialist advice, I have a strong track record of designing and leading services that make a practical difference to people’s lives. My work focuses on ensuring residents can maximise income, manage debt, improve employability and navigate increasingly complex financial challenges—particularly in times of economic pressure. In my previous role, I brought together three separate advice teams to create Karbon Homes’ Money Matters service, building a unified, high‑performing offer supporting residents across 30,000 homes in the North East and North West. This involved streamlining operations, embedding consistent practice, and strengthening partnerships to improve outcomes in welfare benefits, debt advice and wider financial inclusion. As Head of Financial Wellbeing and Employability, I now operate at a strategic level—shaping vision, and leading multidisciplinary teams to deliver inclusive, preventative services that support both individual households and organisational priorities. I am passionate about collaborative leadership, developing talent, and working alongside partners to address inequality and create long‑term, sustainable change. If you’re interested in housing, financial wellbeing, employability or innovative approaches to social impact, I’m always keen to connect and exchange ideas.
Managing the benefits and debt (Money Matters) service for Karbon Homes. In June 2018, I took over the management of three distinct advice teams from the former Cestria Community Housing, Derwentside Homes and Isos Housing to bring them together as one Money Matters service for Karbon Homes. Manage a team of 14 caseworkers and advisers providing a specialist advice service to customers living in around 30,000 properties across the whole of the North East.
I lead and manage a team of six caseworkers and advisors, and we support residents of Isos communities to maximise their income and opportunities by providing specialist help with welfare benefits and tax credits, debt, accessing affordable credit and appropriate banking services, money management, energy awareness, accessing the internet and employability and skills training. Isos now provides everything from a quick benefit check to representation for First Tier and Upper Tribunal appeals. Confirmed annualised gains for 2015/2016 came to over £2,600,000, including £500,000 of unclaimed housing benefit paid directly to Isos Housing. I support and facilitate Isos' Community Investment and Affordable Warmth strategies, making links and developing partnerships with other organisations to promote the Financial Inclusion agenda across the North East. A successful example of joint working sees Isos Housing partnering with Newcastle City Council to promote the uptake of Personal Independence Payment across the city, and supporting the increased provision of face to face services in Newcastle by Newcastle Welfare Rights Service. - Expanded the team from 3 to 6 advisers and caseworkers - Ensured all team members are fully trained up to MIMA Cert standard - Trained staff across Isos to C+G Level 3 in Energy Awareness - Introduced a new Energy Advice Service (iHEAT) - Rolled out welfare reform and energy advice training programmes across Isos Housing - Developed policies and strategies around financial inclusion - Made continuous improvements in performance and client satisfaction. - Ensured the wellbeing, supervision, training and personal development of staff - Developed KPI reporting and management information - Bid for and secured funding - working with stakeholders and outside agencies. - Identified opportunities to expand advice services - Ensured that all services meet both internal and external standards and legal requirements
Provided a full Welfare Rights casework service, including representing clients at tribunal hearings.
www.karbonhomes.co.uk www.isoshousing.co.uk