The Resident-Led Organisation


Charlie Dawson

Charlie Dawson

Founder & Managing Partner, The Foundation

Charlie established The Foundation in 1999 to help organisations be customer not financially led. Inspiration came from working on a new car company launch that disrupted an inward-looking industry (the innovative Daewoo Cars UK introduction in 1995).

Recent projects at The Foundation include helping…

  • The £18bn supermarket Morrisons run a customer-led turnaround from 2015 to a PE sale for £7bn in 2021
  • Jaguar Land Rover tackle a customer-led transformation of business model and approach in the UK
  • Airport group AGS go from being in internal disarray and external decline, to an outward-looking, purposeful and united success focused on the people they serve.

He is now working with Continental Tyres globally, E.On and housing association Moat in the UK on their journeys to become customer pioneers, organisations that succeed by going first in their sectors to make things better for customers.

Jenny Osbourne

Jenny Osbourne MBE​

Chief Executive, TPAS

Jenny Osbourne is Chief Executive at Tpas – the tenant engagement experts – and has been in this role since 2014. Her previous role was Head of Corporate Services with specific responsibility for membership and governance.

She is an English Graduate from Leeds University. Prior to working for Tpas Jenny worked for the Post Office on their management programme in the branch network.

Jenny is also the Chair of Stockport Homes Group and is a board member of the National Federation of ALMO’s.

Jenny is passionate about the tenant engagement agenda and is a strong advocate for effective partnership working between tenants, providers, contractors and government.

Kush Rawal

Kush Rawal

Executive Director of Customer Services
Metropolitan Thames Valley Housing

Kush joined MTVH in 2005 after graduating from university and has since held several senior leadership roles. In 2023, he was appointed Executive Director of Customer Services, overseeing housing services, central customer services, Empowering Futures, and care and support.

Kush has extensive experience in developing customer-centric products and services, having led MTVH’s intermediate housing offer and customer experience. Kush was integral to the development of SO Resi, providing services to home buyers and third-party institutional investors alike.

Carmen Simpson

Carmen Simpson

Chair, Phoenix Community Housing

Carmen Simpson is the third tenant Chair of Phoenix Community Housing, London’s first community Gateway housing association. Carmen has over 25 years of experience in resident involvement and housing management in Lewisham and Southwark and is passionate about ensuring all residents have the opportunity to have a say on issues that impact their lives.

AagUUE1ZsATLHgSMSOzI_Catherine Cross

Catherine Cross

Founder & Business Development Director, 4OC

Catherine’s significant experience in senior operational roles, up to Executive Director level, means that she understands the challenges of balancing the duties of the day job with the management of change. 

Catherine has over twenty-five years’ experience of leading and delivering transformational large-scale change for the NHS, Local and Central Government, Education, Housing and the private sector. This has been achieved by developing and delivering complex change programmes which have driven increased economic and social value.

Date: 30 November 2023

Time: 3 pm – 5:30 pm

Venue: NSCG London Office

If you would like to register your interest to attend the roundtable please click the link below.