Board Member, Housing Management & Customer Services, Southway Housing Trust
Southway Housing Trust partnered with Neemar Search at a pivotal point in its strategic journey. Following a recent C2 grading from the Regulator of Social Housing, the organisation had begun implementing a comprehensive improvement programme whilst simultaneously launching an ambitious new five-year Corporate Plan. The Board recognised that strengthening its governance capability would be critical in supporting both regulatory improvement and future growth.
The Challenge
Managing more than 6,700 homes across Greater Manchester, with ambitions to grow to 10,000 homes by 2030, Southway required a Board Member with deep expertise in Housing Management and Customer Services to join its People & Places Committee. The successful individual needed to bring strategic oversight of consumer regulation, landlord services and customer experience, whilst providing constructive challenge and assurance as the organisation responded to an evolving regulatory landscape.
The brief demanded more than technical expertise. Southway wanted an individual who understood the operational realities of housing management, the importance of resident voice and customer insight, and who could help the Board balance immediate regulatory priorities with ambitious plans to deliver over 1,300 new homes, invest £5 million into communities, and continue improving services for residents. The ideal candidate would also have strong connections to Greater Manchester and understand the needs of the communities Southway serves.
The Solution
As one of the leading executive search firms operating within the North West housing sector, Neemar Search leveraged its extensive regional network to undertake a comprehensive market mapping exercise across Greater Manchester and Cheshire. We identified senior housing executives with outstanding experience across landlord services, customer operations, consumer regulation and organisational transformation.
Our search extended beyond existing Non-Executive Directors, targeting highly regarded executive leaders who possessed the strategic capability and governance potential to make an immediate contribution at Board level. Particular emphasis was placed on identifying candidates with first-hand experience of regulatory inspections, Housing Ombudsman requirements, customer-led transformation and performance improvement.
Throughout the process, candidates were assessed against strategic leadership capability, governance experience, regulatory expertise, values alignment and their ability to provide constructive challenge within a Board environment. The campaign generated an 80% response rate, attracted more than 25 high-quality applications, and resulted in multiple appointable candidates progressing through the final stages of assessment. Throughout the campaign, Neemar Search worked closely with Southway's Chair and Governance Team, providing market insight and ensuring the final appointment complemented the existing strengths of the Board.
The Outcome
Southway appointed Sharon Burns, Director of Customer Service & Revenue at L&Q, one of the UK's largest housing associations, managing approximately 105,000 homes and serving around 250,000 residents nationwide. Sharon brought over 30 years' housing experience, having progressed through frontline operational roles to Executive Director and Board-level leadership positions across Arena Housing Association, Trafford Housing Trust and L&Q.
At L&Q, Sharon holds responsibility for an operational portfolio of more than 800 colleagues, overseeing customer services, complaints, income collection, lettings, estate management, service charges, quality assurance, vulnerability and homeownership services. She is a member of the organisation's Senior Leadership Group, chairs the Customer Group, leads the organisation's complaints strategy and played a key role in L&Q's recent regulatory inspection, bringing extensive knowledge of the Consumer Standards, Housing Ombudsman requirements and organisational assurance.
Prior to joining L&Q, Sharon served as Executive Director of Customer Operations at Trafford Housing Trust, where she worked closely with the Board to shape customer strategy, strengthen governance and embed customer voice throughout the organisation. She also previously served as a Trustee and Board Member of Creative Support, chairing its Housing Committee and sitting on its Finance Committee, providing valuable Non-Executive governance experience alongside her executive career.
The Impact
Sharon's appointment provided Southway with exactly the combination of expertise it was seeking: an accomplished housing leader with deep operational knowledge, proven regulatory experience, a passion for customer-led services and extensive understanding of the Greater Manchester housing market. Her experience of leading transformation, preparing organisations for regulatory inspection and embedding resident voice into decision-making has significantly strengthened the capability of the People & Places Committee and positioned the Board to support Southway's ambitious corporate plan and long-term growth strategy.
Candidate Testimonial
"Working with Neemar Search was an excellent experience from beginning to end. They took the time to understand my background, motivations and what I could bring to the role, ensuring there was genuine alignment between my experience and Southway's ambitions.
“The communication throughout the process was clear, professional and supportive. I felt exceptionally well prepared for every stage, with honest guidance and timely feedback that gave me confidence throughout the recruitment. The process was both thorough and personal, and I would happily recommend Neemar Search to anyone considering a Non-Executive or Board appointment."
Client Testimonial
"Neemar Search quickly understood what we were looking to achieve through this appointment and the wider context in which Southway was operating. We needed someone who could strengthen our governance around housing management and customer services, whilst bringing the credibility and strategic insight to support the organisation through an important period of regulatory improvement and future growth.
“The quality of the search process was outstanding. Communication was excellent throughout, the market insight was invaluable and the shortlist demonstrated both depth and diversity. We would have no hesitation in recommending Neemar Search to organisations seeking high-calibre Board appointments."
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