Anne-Marie Bancroft (she/her)

Anne-Marie leads Altair’s Consumer Regulation services. She provides support to our local authority, housing association, ALMO and profit-making registered provider clients to ensure that they meet the expectations of the Regulator of Social Housing (RSH) in relation to the Consumer Standards. Anne-Marie also provides expert advice to our clients in relation to the Housing Ombudsman Code, and how landlords should listen to and act on the voice of their residents. All of this is enabled by a deep understanding of the cross-cutting expectations of the Building Safety Regulator, the RSH and the various Codes of Governance in use across the social housing sector.

Expertise

Consumer regulation, complaints, resident engagement, research, tenancy change, regeneration, housing management, strategy, policy, change, culture, EDI.

About Anne-Marie

Anne-Marie is passionate about embedding the changes proposed within the Social Housing White paper, the Hackitt Review, and the Social Housing (Regulation) Act 2023. At Altair, Anne-Marie has supported our clients to ensure that they comply with the Consumer Standards through a range of mechanisms including independent assessment, workshop facilitation, critical friend support and hands on delivery. Prior to working for Altair, Anne-Marie worked in social housing for 15 years, starting in operational roles within neighbourhood services, before moving into complaints handling and then gaining significant experience in delivering strong and meaningful resident engagement. She has improved customer offers, particularly in the area of building safety related resident engagement and compliance with the Consumer Standards.

Recent Altair Assignments

Recent projects that Anne-Marie has been involved in include:

• Complaints assurance reviews for a large national housing association, an ALMO and a small housing association in London.
• Independent Assessments of Compliance with the Consumer Standards for both South-West and a South-East based housing associations.
• Independent Assessments of Compliance with the Tenant Satisfaction Measures for a South-East based housing association and a Local Authority.
• Independent reviews of the handling of individual cases of ASB, Repairs and Complaints for a small housing association and an ALMO.
• Support for the recruitment of Customer Committees and Scrutiny Groups for Housing Associations based across the country.
• Support to Customer Committees, Scrutiny Groups and other formal and informal engagement functions for Housing Associations and Local Authorities across the Country.
• Research into the Provision of Floor Coverings in Social Housing for the Longleigh Foundation.
• The Sheila Seleoane Report for the Peabody Group.
• Resident engagement lead on the Regina Road regeneration scheme including managing a statutory consultation and ballot for LB Croydon.

Background

Prior to working at Altair, Anne-Marie was Customer Engagement Manager for Salix Homes and was central in the setting up the award-winning Salix Homes Customer Committee.

Housing Practice MSc

CIHCM (Level 5)

Law and English BA (Hons)

Publications

Inside Housing (2023) Consumer-led inspections
Inside Housing – Comment – A new inspector calls: consumer-led inspections are a fine art

Inside Housing (2022) Tenant voice and diversity
Inside Housing – Comment – How tenant voice and diversity connect, and why social landlords need to care about both

Inside Housing (2022) Recruitment of tenant board members
Inside Housing – Comment – Be brave and commit: how to tap into your tenant base to find board members

The Provision of Floor Coverings in Social Housing
Learning Report 2: Tenant Perspectives | Altair (altairltd.co.uk)
Learning Report 1: Scene Setting | Altair (altairltd.co.uk)

Fun Facts

Anne-Marie loves running and reading (not at the same time!). Anne-Marie is attempting to learn the violin (much to the dismay of her family, neighbours and pet dog, Mickey).