We work with a broad network of associates and provide a vehicle for a team of enthusiastic and experienced professionals who have worked together for many years. This gives us the flexibility to put together a team or package that meets the needs of our clients and the job in hand.

Denise Raine - Director

Denise Raine has been involved the analysis of customer satisfaction surveys since the development of the STATUS questionnaire by the National Housing Federation in 1998 and subsequently as a Director of Feedback Services when it was established as an independent business in 2008. Denise has worked with well over 375 landlords ranging from small inner-city BME housing associations to large-scale voluntary transfers and some of the largest local authorities in England. Over the last ten years, Denise has worked on the various national reviews linked to maintaining national datasets. She is a highly skilled researcher and among that rare breed of researchers who also know how to help others learn. Denise regularly works with Board members, staff and residents and has recently facilitated workshops and seminars on behalf of HouseMark and Acuity.

Mark Anderson - Director

markFormerly an IT consultant, Mark has extensive experience of delivering projects in the private, public and voluntary sectors. He is an expert in business process and systems analysis, business integration, data analysis and project management. Mark has been the driving force behind the development of SPBM – our benchmarking and performance comparison service. His focus is on helping our clients to improve the quality and value of what they do, particularly through the use of ICT. He also leads the design and development of the applications Acuity use for data gathering, analysis, stakeholder communications and on-line dashboard reporting. Mark’s greatest asset is that, as well as being good with technology, he is good with people. He sat on the board of SCIP, a social enterprise providing IT services to charities, and is a qualified British Cycling coach.

Steve Smedley - Associate

steveSteve has worked in the social housing sector since 1989 and has been working with Acuity as an associate consultant since summer 2011. Steve spent over 10 years with HouseMark. His various roles there, including Director of Research & Development, have provided him with a range of experience, skills and knowledge. His areas of knowledge and expertise include the social housing operating environment, business development, regulation, value for money, tenant involvement in service design/scrutiny, and performance management/improvement. Before HouseMark, Steve worked for 11 years in housing management in both the local authority and housing association sectors. While working for the London Borough of Newham, Steve was also seconded to teams working on CCT and Best Value – work that formed the basis of Steve’s interest in service assessment and its improvement. Steve has a MSc in Housing from the London School of Economics and Political Science (LSE).

Howard Cresswell - Associate

Howard-Cresswell-preferred-150x150Howard has worked with us since 2011 and has a wealth of experience, notably in service review, governance, employee engagement and human resource management. He was Deputy Chief Executive and HR Director at Circle. Howard has been working with us on two projects recently; one to develop the framework for a whole Board and individual Board member appraisal process; the other involving an assessment of a VFM review of central services.

Kevin Farrell - Associate

Kev_FarrellKevin is a freelance consultant and trainer who has worked in the social housing sector for over 30 years. He spent 20 years as a housing practitioner in London strategic and local authorities, and held executive director posts at two housing associations. For the last decade, Kevin has specialised in resident involvement, community empowerment and regeneration across England and Wales. During that time Kevin also held directorships at three consultancy firms and taught at the School of Architecture & Built Environment at the University of Westminster. Kevin is a member of the Chartered Institute of Housing, the Institute of Community Reporters and he holds the PTTL qualification..

Nitin Parmar - Associate

Nitin has a 20 year track record in housing in a management and training capacity with a mission of personal, business and housing management excellence. Nitin is fully committed to equality of opportunity for all and has been involved in equality and diversity programmes for a number of public and private sector organisations. Nitin has over 10 years experience in writing policy documents, briefings and consultation papers and is an assessor for the Business Excellence Model.

Simon Williams - Director

Simon has an extensive background in customer satisfaction measurement and service performance improvement to our existing and new clients. He is completing a Doctoral thesis exploring the influence of customer satisfaction on service quality and service performance in social housing at Leeds University Business School (ranked in the top 10 in the UK for research) and has worked in the social housing sector for over fifteen years, mostly in service research.

Simon also brings experience of working in the charitable sector through volunteering on several Boards, and has recently worked in an academic capacity researching the adoption and benefits realisation of new technologies in UK Police Forces. Simon is a Fellow of the Chartered Institute of Housing and holds professional memberships with the Market Research Society, British Academy of Management, and the European Operations Management Association.

Judi Watkinson - Associate

Judi Watkinson has worked in housing at both an operational and strategic level for over 20 years and carried out analysis of customer satisfaction surveys for over a decade with Feedback Services before joining the Acuity team. Judi is a CIH corporate qualified housing professional with wide ranging experience in rented and leasehold housing management as well as research project management, running training courses, and workshops, writing policies & procedures and academic and policy research papers.  Judi is currently on the Board of  small housing association based in the north of England and has a keen interest in governance and regulatory standards.

Heather Metivier - Project Co-ordinator

Heather has been working for Acuity as the administrator for over three years. Heather is responsible for all the administrative processes within the office and prides herself on customer service excellence and confidentiality. Heather has a commitment to customer service, and possesses a long track record of working in various administrative roles.

Chris Bowden, Marketing Means

Chris has great experience of managing surveys of consumers, stakeholders, businesses, and other respondent and organisation types and has worked for several research agencies managing projects for clients in the public, private and voluntary sectors. He has worked on a wide variety of survey topics, including attitudinal and behavioural research, advertising tracking, communications, and campaign awareness. He has also conducted many research projects based on opinion surveys of residents or customers for Government Agencies and Local Authorities. Chris holds Ph.D. and B.Sc. degrees, and is a Full Member of the Market Research Society.

Colin Slocombe, Marketing Means

Colin Slocombe often leads on the management of postal survey. Colin has 10 years experience in Local Government as a Consultation/Community Engagement Officer for Teignbridge Council. His broad consultation, research and analysis background means that he brings great experience to the team. Colin has a degree in Geography.

Mark Soundie - Associate

Mark has worked for over 20 years in the social housing and voluntary sectors, including Chief Executive of TAROE (Tenants and Residents Organisations of England). He is recognised as a leading consultant in governance and tenant empowerment and has played a major role in the development of the new housing regulatory regime and the local standards agenda.

Eve Lacey - Associate

Eve has worked with us as a research assistant since September 2011. Her roles include survey administration, processing research data, analysis of qualitative data, questionnaire design and proof-reading. Eve has worked as a researcher at the Fitzwilliam museum in Cambridge as well as writing book reviews and teaching English to students with hearing loss.

Becky Williams - Associate

Becky_Williams1-287x300Becky has 14 years’ experience as a specialist qualitative researcher, running her own company Skyrocket for the last 10. She has a genuine interest in understanding what drives human behaviour and a passion for qualitative methodologies. Over the years she has worked extensively in the commercial sector but her real passion is in the area of social research, more recently specialising in sensitive topic areas. Becky is also a qualified counsellor, and is currently studying for a Masters in Psychotherapy at Brighton University. Becky has been working with Acuity as a research associate since 2012, focussing mainly on the administration of surveys, dealing with respondent enquiries, telephone interviewing and finding innovative ways to help more vulnerable tenants to respond to surveys.

Ginny Colwell - Associate

Ginny has over 20 years senior management and Board level experience in both public, charity, and private sector healthcare organisations  and has an MA in Individual and Organisational Development. In order to further develop her skills as a mentor, Ginny formally trained as a coach ten years ago and is also a certified practitioner of NLP. She now concentrates mainly on performance, action-orientated coaching, as well as working as a Non-Excutive in two healthcare organisations. Ginny has coached a wide range of people from a variety of organisations, from Board level to first line management. She combines her extensive management, coaching and facilitation skills to provide a personalised experience leading individuals and organisations to further realise their own unique potential.

Eric Welburn - Associate

Eric is an independent management consultant with extensive experience working in Europe and the Middle East. Specialising in human capital/human resource and organisational development, he has experience in working with a wide range of private and public sector organisations. This experience was grounded in a corporate career in accountancy, auditing, financial and professional services. His skills incorporate needs identification, leadership development, coaching, and managing the human side of change. Sectors within which he has worked include Information Technology, Financial Services, Retail, Local & Central Government and Higher Education. He is an associate with the National School of Government, a member of the Institute of Human Capital Management (ICHM) and a member of the Chartered Institute of Personnel and Development (CIPD).

Karen Cooper - Associate

KC_photoKaren has 16 years of housing management experience within both general needs and supported housing organisations and is a former Chief Executive with proven leadership and management qualities in the social housing sector. With over 11 years experience of strategic leadership, developing and implementing organisational vision, Karen is skilled in business planning, policy work, risk management, new business opportunities and shaping service delivery. Well-versed in governance issues and working with Boards and Committees, Karen also brings a high level of negotiating and influencing skills, and extensive experience of developing and maintaining key partnerships and relationships with stakeholders. She is an expert facilitator and trainer with excellent communication and interpersonal skills. Above all Karen is passionate about customer service and driving up service standards. Karen is Director and founder of KC Consulting, which offers a range of consultancy services to the housing and voluntary sector, mainly at an Executive and Board level, to help organisations achieve their strategic objectives.