About our Customer Experience Committee:
At any one time, the Committee is made up of around seven people, with at least half of members being tenants, former tenants, or other customers of our services.
The Committee has two main functions:
- To check that we’re providing people with quality affordable homes and effective support services, through our role as a landlord and a Community Benefit Society.
- To understand how our services impact on local neighbourhoods and the communities we serve.
Download our Customer Experience Committee Terms of Reference document:
You can download our Customer Experience Committee’s Terms of Reference below:
Download our Customer Experience Committee's meeting agendas:
Meeting agendas: 2026
Meeting agendas: 2025
Meeting agendas: 2024
Meet our Customer Experience Committee members:
Sharon Hanbury
Sharon brings many years’ experience across a wide range of housing and related areas within Local Authorities and Combined Authorities.
This includes 15 years at Head of Service level in two Greater Manchester Local Authorities with responsibility for Strategic Housing, Private Sector Housing, Housing-led Regeneration, Housing Growth and a range of other services and areas.
Sharon’s experience at CAs (both Greater Manchester and Liverpool City Region) – involving several areas such as Private Sector Housing, Housing Growth and Housing Retrofit - has added further experience as well as different perspectives. Strong partnerships and collaboration with Housing Providers has featured highly in her career and is a considerable strength.
Sharon is highly passionate and committed to making a difference to places and the lives of residents and communities; with her Board and Committee roles presenting significant opportunity in these respects.
In April 2022 Sharon joined our Board, together with the Group Audit and Risk Committee, Group Development Committee, and Customer Experience Committee.
Sharon is the Chair of the Customer Experience Committee and is also our Board Member Responsible for complaints, providing strategic direction to ensure we are responsive to customer feedback.
This includes 15 years at Head of Service level in two Greater Manchester Local Authorities with responsibility for Strategic Housing, Private Sector Housing, Housing-led Regeneration, Housing Growth and a range of other services and areas.
Sharon’s experience at CAs (both Greater Manchester and Liverpool City Region) – involving several areas such as Private Sector Housing, Housing Growth and Housing Retrofit - has added further experience as well as different perspectives. Strong partnerships and collaboration with Housing Providers has featured highly in her career and is a considerable strength.
Sharon is highly passionate and committed to making a difference to places and the lives of residents and communities; with her Board and Committee roles presenting significant opportunity in these respects.
In April 2022 Sharon joined our Board, together with the Group Audit and Risk Committee, Group Development Committee, and Customer Experience Committee.
Sharon is the Chair of the Customer Experience Committee and is also our Board Member Responsible for complaints, providing strategic direction to ensure we are responsive to customer feedback.
Bashir Aideed
Bashir has been our tenant for over ten years. He has been involved with us on many partnership projects all over Bolton in his current job working at Bolton Solidarity Community Association - a charity that works with the new and emerging communities of Bolton).
He strongly believes that for a housing association to be effective in its decision making, there needs to be a strong customer voice within it. He wants to add value to the Committee with his skills in governance and community development.
He also has reach into diverse communities in Bolton and has many years’ experience and training in Equality Diversity Inclusion. He wants to add to our commitment to be an inclusive organisation to all.
His trustee experience with Bolton Wanderers In The Community and Bolton Together has given him good insight of the role of a trustee and how to be supportive yet able to offer challenge with regards to service provision and looking at the wider picture.
He is passionate about ensuring we're delivering our best service to tenants and is enthusiastic to get involved.
He strongly believes that for a housing association to be effective in its decision making, there needs to be a strong customer voice within it. He wants to add value to the Committee with his skills in governance and community development.
He also has reach into diverse communities in Bolton and has many years’ experience and training in Equality Diversity Inclusion. He wants to add to our commitment to be an inclusive organisation to all.
His trustee experience with Bolton Wanderers In The Community and Bolton Together has given him good insight of the role of a trustee and how to be supportive yet able to offer challenge with regards to service provision and looking at the wider picture.
He is passionate about ensuring we're delivering our best service to tenants and is enthusiastic to get involved.
Hamza Al-Qasmi
Hamza is a Compliance Advisor at the University of Manchester, and supports the wider community as a school governor and through charity work.
He wants us to deliver outstanding services for customers that also positively impact local communities.
Hamza will contribute to these outcomes by monitoring our performance, asking questions and challenging us as appropriate.
He wants us to deliver outstanding services for customers that also positively impact local communities.
Hamza will contribute to these outcomes by monitoring our performance, asking questions and challenging us as appropriate.
Teresa Larkin-Milne
Teresa has been a tenant for over 30 years and, as a volunteer, has mentored teenagers to help them with issues.
After developing disabilities and being restricted to her home throughout the pandemic, Teresa was motivated to get back out into society, meet new people, take-up fresh opportunities and support others.
Teresa will offer her experience and perspective to benefit other tenants.
After developing disabilities and being restricted to her home throughout the pandemic, Teresa was motivated to get back out into society, meet new people, take-up fresh opportunities and support others.
Teresa will offer her experience and perspective to benefit other tenants.
Nichola Kenny
Nichola currently works for OLC Europe, a private Higher Education College in Bolton.
Nichola has a keen interest in helping and supporting the local community to improve the local and wider area within which she lives and helping individuals to realize and reach their potential.
Nichola has lived in Bolton for over 15 years and has previously been a governor within a local primary school.
Nichola has a keen interest in helping and supporting the local community to improve the local and wider area within which she lives and helping individuals to realize and reach their potential.
Nichola has lived in Bolton for over 15 years and has previously been a governor within a local primary school.
Melanie Everest
Melanie has been a shared owner for more than 10 years and has over 20 years’ experience of frontline service delivery in local government.
Melanie is passionate about helping people and making a positive contribution to local communities.
In her role, Melanie combines her professional and lived experiences to make a real difference to others.
Melanie is passionate about helping people and making a positive contribution to local communities.
In her role, Melanie combines her professional and lived experiences to make a real difference to others.
Kerensa Brown
Kerensa has been a tenant since July 2023. She worked within our communities as a Peer Navigator between May 2022 to November 2023.
During this time she supported many tenants with support and guidance. She also set up and supported a number of community groups.
Kerensa is passionate about the customer's voice being heard and will use her knowledge and experience as a tenant and peer navigator to benefit other tenants.
During this time she supported many tenants with support and guidance. She also set up and supported a number of community groups.
Kerensa is passionate about the customer's voice being heard and will use her knowledge and experience as a tenant and peer navigator to benefit other tenants.
