Turning the key at SNG

Left to right: Mark, Phoebe

Guest - Mark Washer

Mark Washer has been the Chief Executive of SNG since 2018, bringing decades of leadership experience from across the housing sector.

Mark has led on significant organisational transformation and strategic growth. He previously held senior roles including Chief Financial Officer at Clarion Housing Group and has also served as Vice Chair of the National Housing Federation (NHF), contributing to national conversations on policy, investment and sector resilience.

A strong believer in the role of innovation in delivering better services, Mark has consistently championed greater investment in technology within social housing, highlighting the need for modern digital tools, improved systems and data-driven approaches to repairs and asset management. He has spoken openly about the housing sector’s historic under-investment in tech and the importance of embracing new capability to improve customer experience.

Today, Mark leads SNG’s mission to provide safe, affordable and high-quality homes, with a clear focus on transparency, customer voice and long-term investment in homes and communities.

Host – Phoebe Newton 

Phoebe is both an SNG customer and a member of the Engagement Team, giving her a unique perspective on life in our homes. Having lived in her current home for three and a half years, she understands the challenges, frustrations, and little wins of everyday life as an SNG customer. As producer of Turning the key at SNG, Phoebe ensures each episode is grounded in real customer experiences. Her goal is to create a space for open, honest conversations between customers and colleagues, helping to build a stronger, more connected community.

In our first episode of Turning the key at SNG, we’re starting with the basics - who we are, what we do, and why it matters. Host Phoebe, who’s both an SNG colleague and customer, sits down with Ellie Cutler from our Social Value team to chat about how SNG came to be, what’s changed since our merger, and how our new locality model is bringing us closer to customers.

Together, they explore what makes a home more than just bricks and mortar — it’s about people, community, and connection. If you’ve ever wondered who’s behind SNG and how we’re working to make housing more personal and local, this episode is a great place to start.

Hosts and guests

Host – Phoebe Newton 

Phoebe is both an SNG customer and a member of the Engagement Team, giving her a unique perspective on life in our homes. Having lived in her current home for three and a half years, she understands the challenges, frustrations, and little wins of everyday life as an SNG customer. As producer of Turning the key at SNG, Phoebe ensures each episode is grounded in real customer experiences. Her goal is to create a space for open, honest conversations between customers and colleagues, helping to build a stronger, more connected community.

Guest – Ellie Cutler 

Ellie’s journey with SNG began long before her first day at work; she grew up in an SNG home, where her parents still live today. Starting her career as a temporary administration assistant in our Gas Team, Ellie has now been with the business for nearly seven years - almost all of her adult life. Over that time she’s held a variety of roles across multiple different teams, enabling her to build strong connections and relationships with her colleagues across SNG as well as external stakeholders, suppliers and community organisations. Her experience gives her a unique, well-rounded view of the organisation, that has supported her to grow immensely - both professionally and personally - along the way.  

Now one of SNG's Social Value Specialists, Ellie is passionate about making meaningful, lasting impact through our work and relationships. As the first guest on Turning the Key at SNG, Ellie shares her story, her insights, and her deep understanding of who SNG is - not just as a housing provider, but as a community of dedicated people working together to build thriving communities over generations. That's what its all about for her. And SNG.

In Episode Two, we’re handing the spotlight to Princess Fortes, a social housing customer and valued member of SNG’s Customer Influence Panel (CIP).

Princess shares her powerful journey — from lived experience as a resident, to sitting alongside senior leaders, influencing policy, and helping shape the future of customer voice at SNG. 

Hosted by Phoebe Newton, this episode offers a rare look through a customer’s eyes at:

• What it really feels like to sit at the table with the CEO and Executive Team
• How lived experience drives meaningful change
• Why resident insight became essential after Grenfell
• How customer-led challenge improves services, safety, and accountability

Alongside Princess, Engagement Specialists Tracy and James help bring context to how SNG involves customers — through panels, thematic groups, digital engagement, and community events — but throughout the conversation, Princess’s perspective leads the way. 

This episode is an honest, human reminder that the future of social housing depends on one thing: 
putting customers at the heart of decision-making, not on the sidelines.

Hosts and guests

Host – Phoebe Newton 

Phoebe is both an SNG customer and a member of the Engagement Team, giving her a unique perspective on life in our homes. Having lived in her current home for three and a half years, she understands the challenges, frustrations, and little wins of everyday life as an SNG customer. As producer of Turning the key at SNG, Phoebe ensures each episode is grounded in real customer experiences. Her goal is to create a space for open, honest conversations between customers and colleagues, helping to build a stronger, more connected community.

Guest - Princess Fortes – Customer & CIP Member

Princess is a London based SNG customer and a dedicated member of the Customer Influence Panel (CIP). Driven by her own experiences as a customer, she joined the panel to ensure customer voices are not only heard but acted upon at the highest levels. With a background in social work; including supporting families affected by the Grenfell tragedy, Princess brings insight, empathy and lived experience to every discussion. She plays a vital role in shaping policies, influencing strategic decisions and championing dignity, safety and respect for all customers.

Guest - Tracy Hanks – Engagement Specialist

Tracy has worked in housing for over 11 years, beginning her journey at former Network Homes. She has supported a range of resident groups, including scrutiny, mystery shopping, youth engagement and thematic work. Today, she works across the London and Hertfordshire localities, building trusted relationships with customers and facilitating meaningful conversations within communities. Known for her warmth, honesty and hands-on experience, Tracy is passionate about making sure engagement is never a tick-box exercise, but a genuine partnership with our customers.

Guest - James Taylor – Digital Engagement Specialist

With over 20 years in social housing, James brings a deep sector knowledge and a strong commitment to customer involvement. Covering the Isle of Wight locality and leading engagement for SNG’s older persons schemes, he supports residents both in person and online. James has played a key role in the evolution of customer voice, by introducing Engage – a digital platform which allows customers to feedback at a time and place that suits them. He is dedicated to making engagement more accessible, inclusive and meaningful for all customers.

In this episode of Turning the Key at SNG, guest host Nichola Rogers, one of SNG’s customers, steps in to lead an important conversation about sustainability and the future of our homes. Nichola is joined by Jim Dyer, SNG’s Built Environment Director, and Kathryn Hulkes, Head of Retrofit Delivery, to explore what it really takes to make homes warmer, greener, and fit for the future.

Together, they unpack SNG’s sustainability vision, the challenges and opportunities of retrofit and regeneration, and how these changes impact the people living in our communities. From funding hurdles to practical solutions, this episode connects strategy with lived experience—because creating healthier spaces isn’t just about bricks and mortar, it’s about people.

This is a must-listen for anyone curious about sustainability or preparing for a retrofit in their own home. You’ll learn what to expect, why it matters, and how SNG is working to make the process as smooth and beneficial as possible. Plus, we share a few simple tips and tricks to help keep your home warm this winter.

Whether you’re a customer, colleague, or simply interested in how housing providers are tackling climate goals, this conversation offers insight into how we can futureproof homes and improve lives.

Tune in and join us as we turn the key on sustainability.

Hosts and guests

Nichola Rogers – Customer Influence Panel Member & Guest Host

Nichola joined SNG’s Customer Influence Panel (CIP) at its launch in early 2025 and has been a passionate advocate for customer voice ever since. With a strong focus on sustainability, Nichola is committed to shaping services that truly work for customers and communities. Her goal is to ensure that decisions about homes and the environment reflect real lived experiences, helping create spaces that are greener, healthier, and future-proof.

Nichola brings a customer perspective to conversations that matter—like retrofit and regeneration—making sure that the voices of residents are heard and acted upon.

Jim Dyer – Director of the Built Environment

Jim brings over 30 years of experience in architecture, construction, development, and national housebuilding to his role at SNG. After moving into social housing five years ago, Jim now leads SNG’s Built Environment team, with a broad remit across both new and existing homes and places.

His work focuses on navigating a complex and challenging future for housing, ensuring that homes and communities are designed and maintained to meet modern standards and sustainability goals.

The term “Built Environment” encompasses all human-made surroundings that provide the setting for human activity. Buildings, infrastructure, materials, energy, transport, landscape, nature, places, and communities. Jim’s vision is to create spaces that are not only functional and safe but also greener, healthier, and future-proof for generations to come.

Kathryn Hulkes – Head of Retrofit Delivery

Kathryn leads the team responsible for turning SNG’s retrofit strategy into reality, delivering projects that make homes more energy-efficient and comfortable for customers. With a career rooted in construction and extensive experience in social housing, Kathryn has spent much of her professional life delivering major works programmes in central London before taking on her current role at SNG.

She works closely with internal teams and external partners to ensure retrofit programmes run smoothly and deliver real benefits. Improved comfort, better energy efficiency, and enhanced day-to-day living. Kathryn is genuinely passionate about creating homes that support customer wellbeing while improving quality and sustainability for the future.

In this episode of Turning the key at SNG, guest host Nichola Rogers, one of SNG’s customers, explores what sustainability really means for our residents and the planet. Nichola is joined by Dan from Environmental Health and Safety and Pete, one of our Electrical Technicians, for a conversation that busts myths, shares practical insights, and shines a light on the real-world challenges and opportunities in sustainable housing.

Dan breaks down why sustainability is often misunderstood in the media and emphasises SNG’s role in reducing environmental harm while meeting our legal responsibilities. 

Pete shares his on-the-ground experiences supporting customers every day. He talks about why education is the most important ‘upgrade' we can make in homes, the energy issues he sees most often, and how simple changes can prevent costly mistakes.

Tune in and discover how small actions, by colleagues and customers, can make a massive difference.

Hosts and guests

Nichola Rogers – Customer Influence Panel Member & Guest Host

Nichola joined SNG’s Customer Influence Panel (CIP) at its launch in early 2025 and has been a passionate advocate for customer voice ever since. With a strong focus on sustainability, Nichola is committed to shaping services that truly work for customers and communities. Her goal is to ensure that decisions about homes and the environment reflect real lived experiences, helping create spaces that are greener, healthier, and future-proof.

Nichola brings a customer perspective to conversations that matter—like retrofit and regeneration—making sure that the voices of residents are heard and acted upon.

Dan Moore

Dan Moore is part of SNG’s Environmental Health and Safety team, specialising in environmental management and sustainability.

His work focuses on recognising and reducing the environmental impacts of SNG’s operations — from protecting wildlife such as nesting birds and bats, to ensuring the organisation meets its legal responsibilities and industry best practice.

Dan oversees how SNG measures and reports its environmental footprint, including carbon reporting and ESG data, and uses this insight to drive improvement across the business. Passionate about cutting through misconceptions around sustainability, he believes in practical stewardship: not taking more than we need, and making conscious choices that protect the planet and the people who live on it.

He’s also an active member of SNG’s Green Group, helping colleagues embed sustainable thinking into projects, workplaces, and everyday decisions.

Pete Bladner

Pete Bladner is an Electrical Technician at SNG, working directly in customers’ homes every day to support repairs, electrical safety, and the transition to low‑carbon technologies. With firsthand experience of how residents use heating and electrical systems, Pete is passionate about making energy efficiency understandable and accessible for everyone.

He believes education is the most important “upgrade” a home can have. Whether that’s clear handovers, simple tutorials, or practical guidance that helps residents use their systems safely, efficiently, and affordably. Pete has seen the real impact of poor thermal efficiency and rising energy costs on customers, and this drives his commitment to better support, better systems, and greener homes.

Alongside his technical role, Pete is the Chair of the Green Group, supporting initiatives that reduce workplace waste, encourage greener habits, and connect colleagues with sustainability volunteering opportunities.

In this penultimate episode, host Phoebe Newton shines a light on one of SNG’s most impactful supported living schemes: The Foyer in Ryde, Isle of Wight. A place which offers safe accommodation, stability and opportunities for young people who face homelessness.

Phoebe is joined by Luis Montague, a resident of the Foyer, and Nina Kennerdale, one of it’s Team Leaders. Together, they break down how the Foyer works, the challenges young people face today and why this kind of support can be truly life changing.

Luis opens up about his journey to the Foyer while Nina offers a frontline perspective to the services they offer on the island. 

This episode cuts through misconceptions and celebrates the resilience and community at the heart of the Foyer.

Hosts and guests

Luis Montague

Luis Montague is a 21-year-old resident of the Ryde Foyer, currently in his second stay at the service. Known for his openness, humour and passion for the community, Luis plays a key role within the Foyer as the Resident President – a position that sees him leading resident meetings, gathering feedback and working with staff to champion improvements across the service.

Outside of the Foyer, Luis is an avid fisherman and is often found by the water teaching other residents the joys and calm that the hobby brings (when the weather allows!)

His journey is one of resilience, growth and giving back. He brings that lived experience to the heart of this episode.

Nina Kennerdale

Nina Kennerdale is a Team Leader at the Ryde Youth Foyer and has been part of the service for an extraordinary 23 years. Her career in supporting young people spans more than three decades, beginning in a residential children’s home before moving to the Foyer.

Nina first learned about the Foyer model through meeting someone who told her about a Foyer in Manchester. When she mentioned she lived on the Isle of Wight, he told her there was a new Foyer in Ryde, open for just 18 months at the time. Soon after, a job became available. She applied, joined the team and has never looked back since.

Known for her compassion and unwavering commitment, Nina brings a wealth of experience and trauma-informed approach to her work. She has supported hundreds of young people through moments of crisis, change and growth, and remains as passionate about the service today as when she first walked through those doors.