Emma Foxall
London,London
Summary
Analytical legal professional and housing consultant with extensive knowledge of legislation relating to housing and complaint handling. Distills large quantities of complex information to offer evidence-based and actionable insights. Background influencing decision-making and conducting investigations.
ADR Group accredited mediator. Strengthscope Accredited Partner.
Overview
27
27
years of professional experience
6
6
years of post-secondary education
Work history
Deputy Ombudsman
Housing Ombudsman Service
London
09.2018 - 12.2021
- Complex decision-making, including defending judicial review challenges, high-risk casework reviews.
- Strategic development of Ombudsman's approach to new challenges for the sector i.e. fire safety in leasehold properties.
- Structured legal information to help increase awareness and understanding.
- Set up anew directorate with a focus on quality and improvement.
- Introduced sector-wide complaint handling code, complaint handling failure orders, and systemic investigations.
- Internal and sector-wide policy and process development
- Training, sector engagement, and public speaking
- Risk management, team building and leadership
Director of Dispute Resolution
Housing Ombudsman Service
London
09.2015 - 09.2018
- leading the casework and sector engagement teams
- Managing team of Dispute Resolution Managers
- Complex complaint investigation and decision-making to reach resolution.
- Policy development and learning from complaints
- Analysed statistics and KPIs to identify service improvements
Dispute Resolution Manager
Housing Ombudsman Service
London
04.2015 - 09.2015
- Delivered feedback constructively to enhance staff performance.
- Reviewed processes and practices regularly to achieve business goals.
- Implemented personal development programmes to enhance staff capabilities and satisfaction.
- Supervising casework decisions and assessments
- Took ownership of escalated customer issues and followed through to resolution.
- Recognised issues and implemented corrective actions for continual improvement.
Adjudicator
Housing Ombudsman Service
London
09.2004 - 03.2015
- Investigation of complaints from social housing residents
- Issuing determinations on behalf of the Ombudsman
- Awarded compensation for maladministration to residents.
- Making orders against landlords to put things right for residents
- Mentoring and coaching junior staff
Solicitor
London Borough of Camden
London
05.2004 - 09.2004
- Interviewed and advised clients regarding legal procedures for case.
- Customised letters, contracts and documents to meet client needs.
- Representing the council in possession claims
- Court advocacy
- instructing council and subject experts for court
Fieldworker
Shelter
London
04.2000 - 04.2004
- Drafting and delivery of housing law training for advisors
- Second tier casework advice for advisors
- Drafting information to support external users
- interviewing and advising advisors and their clients
Solicitor
Steel & Shamash
London
06.1995 - 03.1999
- legal advice and assistance to criminal, housing and mental health clients
- Advice and representation at police stations
- instructing council and expert witnesses
- interviewing clients and witnesses
- Drafting legal documentation and adapting tone and content for client letters
Education
Legal Practice Course -
London Metropolitan University
London 09.1996 - 06.1998
Common Professional Exam - Law
London Metropolitan University
London 09.1994 - 06.1996
Bachelor of Arts - Social Science
University of Westminster
London 09.1990 - 06.1993
Skills
Critical thinking
Complaint handling
Investigation and report writing
Policy Development
Training and public speaking
Timeline
Deputy Ombudsman
Housing Ombudsman Service
09.2018 - 12.2021
Director of Dispute Resolution
Housing Ombudsman Service
09.2015 - 09.2018
Dispute Resolution Manager
Housing Ombudsman Service
04.2015 - 09.2015
Adjudicator
Housing Ombudsman Service
09.2004 - 03.2015
Solicitor
London Borough of Camden
05.2004 - 09.2004
Fieldworker
Shelter
04.2000 - 04.2004
Legal Practice Course -
London Metropolitan University
09.1996 - 06.1998
Solicitor
Steel & Shamash
06.1995 - 03.1999
Common Professional Exam - Law
London Metropolitan University
09.1994 - 06.1996
Bachelor of Arts - Social Science
University of Westminster
09.1990 - 06.1993
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