Abbie Clarke
Summary
Detail‑oriented housing and support professional with strong experience supporting agency contracts, compliance processes, property management, and statutory returns within L&Q Living. Practiced in stakeholder coordination, housing compliance support, performance analysis, and complaint handling. Known for building positive partnerships with agencies and internal teams, maintaining accurate records, and contributing to high‑quality housing management services. Passionate about improving outcomes for vulnerable people, whether through employment support, wellbeing initiatives, or safe and secure housing, and motivated to progress into an Agency Contracts & Quality Officer role where I can contribute to strengthening service quality and improving resident outcomes.
Overview
9
9
years of professional experience
11
11
years of post-secondary education
1
1
Certification
Work history
Business Support Officer
L&Q Living
2023.09 - 2026.02
- A key point of contact for managing agents, residents and internal stakeholders, supporting with housing management queries, complaints, and escalations
- Manage statutory data returns (SHiP, NROSH, Self-Certification), achieving 100% NROSH compliance through proactive monitoring and follow-up.
- Maintain a detailed change management/void log to validate property and agency data
- Investigate liability and raise/receipt purchase orders via iBuy, ensuring accurate coding and record keeping.
- Coordinate urgent maintenance, health & safety, and compliance issues with contractors and property services to safeguard vulnerable residents.
- Support service changes through accurate amendment of HMC/IAA Schedules ensuring contractual and regulatory compliance.
- Draft and implement standardised templates to streamline team communications and authorisations.
- Prepare and analyse performance and compliance reports, providing insights that help Contracts Officers identify issues and shape effective service action/improvement plans.
Co-founder/Managing Partner
Positive Property Team
2019.02 - 2025.01
- Managed day‑to‑day operations across four residential properties (17 units), ensuring compliance with tenancy agreements and statutory requirements.
- Conducted inspections, identified risks, ensured H&S standards and maintained accurate property/tenancy records.
- Managed contracts and negotiated terms with landlords, letting agents, tenants and service providers.
- Analysed utilities and costs supporting accurate financial and budget control.
- Built effective partnerships with agents and contractors to resolve issues and improve service quality.
Employment Support Officer
L&Q
2022.11 - 2023.09
- Developed and monitored personalised action plans for a caseload of 40+ residents, supporting progression into sustainable employment.
- Maintained accurate case records on AdvicePro and Arena, ensuring compliance, audit readiness, and effective performance monitoring.
- Delivered tailored support via phone, video, and in-person appointments, adapting communication to individual needs for a high‑quality resident experience.
- Provided digital support and outreach to increase resident engagement and access to essential services.
- Fixed‑term contract ended following organisational restructure.
Employment Advisor & Team Lead
Maximus UK
2021.04 - 2022.09
- Managed a caseload of 70+ customers, providing targeted, barrier‑focused support to progress individuals toward sustainable employment.
- Worked collaboratively with Jobcentre Plus, employers, and partner agencies to coordinate support and secure suitable opportunities.
- Delivered tailored career advice, mock interviews, and employability coaching to improve customer readiness and confidence.
- Signposted customers to specialist agencies to address complex barriers and ensure holistic, joined‑up support.
- Trained new staff on internal systems and quality standards, maintaining consistent and compliant service delivery.
Account Manager
People Insight
2017.01 - 2019.01
- Managed a portfolio of 8–10 client accounts and supported delivery across an additional 20+, overseeing end‑to‑end employee engagement survey programmes.
- Analysed quantitative and qualitative data using dynamic dashboards, Excel, and SPSS, turning complex findings into clear, actionable insights.
- Conducted rigorous quality checks (2iCs) on every project, ensuring accuracy and reliability for surveys with thousands of respondents.
- Produced engaging deliverables including videographics to support evidence‑based decision‑making.
- Collaborated with consultants and senior stakeholders to ensure excellent project delivery and maintain strong client relationships.
- Successfully account‑managed programmes for clients including Côte Restaurants and the London Stock Exchange contributing to repeat business and positive feedback.
Education
M.Sc - Occupational Psychology
Goldsmiths University of London
2016.09 - 2017.08
B.Sc - Psychology
Canterbury Christ Church University
2013.09 - 2016.09
A-Level - Psychology (B), Law (C), Sociology (C)
Chislehurst School for Girls
2006.09 - 2013.09
Skills
- Agency and stakeholder engagement
- Risk assessment capabilities
- Housing compliance support
- Action planning
- Tenancy management (incl ASTs & inspections)
- Efficient note taking
- Account management (projects & meetings)
- Financial administration (invoice processing & record accuracy)
- Adaptable communication
- Microsoft 365 proficiency
- Data and performance analysis (KPIs & trends)
- Experienced with L&Q internal systems:
- Arena (tenancy change processes)
- iBuy (PO creation and receipting)
- D365 (complaint and query handling)
Certification
- SHiP Housing Law (Occupancy Agreements; Correct Notices, Requirements & Notice Periods for Landlord Termination)
REFERENCES
- Ali, Khan, Agency Contracts & Quality Manager, alikhan@lqgroup.org.uk, 02081891337, L&Q
- Gemma Carpenter, Senior Agency Contracts & Quality Officer, gemma.carpenter@lq-living.co.uk, 02081891320, L&Q
- Grace, Ayemoba, Operations Manager, gayemoba@lqgroup.org.uk, 02081 891 412, L&Q
- Wayne, Harris, Branch Manager, wharris@maximusuk.co.uk, 07391 410 164, Maximus UK
- Lien, Lernout, Head of Operations, lien.lernout@peopleinsight.co.uk, 02034 819 516, People Insight
Affiliations
- Passionate about volunteering, with experience teaching and contributing to community projects in Uganda; keen to continue.
- Active interest in self‑help and comedy podcasts, supporting ongoing development in resilience, communication, and creativity.
Timeline
Business Support Officer
L&Q Living
2023.09 - 2026.02
Employment Support Officer
L&Q
2022.11 - 2023.09
Employment Advisor & Team Lead
Maximus UK
2021.04 - 2022.09
Co-founder/Managing Partner
Positive Property Team
2019.02 - 2025.01
Account Manager
People Insight
2017.01 - 2019.01
M.Sc - Occupational Psychology
Goldsmiths University of London
2016.09 - 2017.08
B.Sc - Psychology
Canterbury Christ Church University
2013.09 - 2016.09
A-Level - Psychology (B), Law (C), Sociology (C)
Chislehurst School for Girls
2006.09 - 2013.09