Family Housing Association Staff Team

The Association has a small team of dedicated staff.  Whilst each staff member has their own key responsibilities, as we are a small association, each staff member has a good understanding of each others roles so that whoever you speak to at the office, they should be able to help.  

Neil reports to our Board and is responsible for overseeing the Association’s business. Whilst Neil has a strategic role in delivering our services he is ‘hands on’ and regularly gets involved in day to day activities. Neil directly oversees our development activities and gets involved in the planned maintenance programme when required. Neil is responsible for compliance with the consumer standards. 

Mark French BSc(Hons) CIHCM, Operations Director & Deputy Chief Executive 

Mark is responsible for overseeing our day to day activities.  This includes the management of staff and overseeing our core business activities such as repairs, rent arrears, and anti-social behaviour.  Mark works with Neil on the strategic direction of the Association and produces a variety of reports for the Board.  This includes the annual Value for Money Self Assessment, Asset & Liabilities Register and maintaining the Risk Register.  He produces our publications and maintains our website.  He also designed and maintains our computer software and is responsible for the compilation and submission of a wide range of statistics.  Mark is a Member of Family Housing Association's Audit Committee and leads on the co-ordination of Internal Audit work with the independent Auditor.

Lisa Milns FCA MAAT, Finance Director

Lisa manages our day-to-day finances, and oversees the processing of invoices from contractors and suppliers. Lisa prepares our Management Accounts, Annual Financial Statements, Annual Budget, and co-ordinates the Annual Business Plan review, amongst other work.

Lisa leads on the co-ordination of our External Audit with the independent Auditor.

Lisa qualified as an Accounting Technician in 2000 and passed her ICAEW (Chartered Accountant) exams in 2002. Before joining us, she worked in an accountancy practice from 1997 to 2021 bringing 24 years' experience to the Association. She has significant experience in looking after the finances of various businesses and not for profit organisations, including Charities and Housing Associations.

Chris Sorrentino-Ryan BA(Hons) Cert CIH, Operations Manager

Chris manages our more serious cases of rent arrears and deals with any serious neighbour disputes or cases of Anti-Social Behaviour, Harassment and Hate Crime, Safeguarding concerns & Domestic Abuse. He also carries out Communal Fire Safety inspections.

He produces and presents reports and policies at the Customer Panel and Board meetings. He is the main contact for tenants who require additional advice on Welfare Benefits. 

He leads on our Tenant Newsletter and provides support for the development and maintenance of our computer hardware and software. He also gets involved with the tenant survey and collates the results ready to be published on our website.

Ciaran Mullin BSc(Hons) MSc, Asset Manager

Ciaran directly oversees our Planned Maintenance Programme. He surveys our properties to ensure we comply with legislation such as the Decent Homes Standards and various aspects of Health & Safety. He is also responsible for inspecting void properties, dealing with any damp & mould issues and the general well-being of the housing stock.

Ciaran qualified as a surveyor in 2011 then with further study he became an architectural technician in 2018, working for an established architectural practice for five years before joining Family Housing. 

Pam Fewtrell Cert CIH, Housing Administration Officer

Pam manages our annual gas servicing programme, electrical testing programme, carries out health and safety inspections as well as providing a wide range of administrative support.  Pam records rent payments on our computer system, looks after the Annual Rent Increases and applications to the Rent Officer as well as managing properties as they become empty.

Jayne helps our tenants with Rent Arrears to agree affordable repayment plans.  She also deals with Neighbour Disputes and Anti-Social Behaviour.  Jayne carries out Scheme Inspections and Home Visits.  Jayne works with Pam to re-let our properties when they become empty.

Helen Stonley, Receptionist / Clerical Assistant

Helen works on our reception and handles the majority of the telephone calls and visits to our office. She works with Lisa to process the invoices received from our contractors and she ensures our contractors public liability insurance is always up to date.  Helen also helps co-ordinate our surveys and Planned Maintenance programme.