Sheila Darkins-Burns

Primary Function:
Provide technical expertise and support to the affordable housing investment programme, focusing on the development and delivery of new housing projects and tenement buildings in the private sector. Support the Housing Services statutory and voluntary repairs programmes and assist external Housing Associations (RSLs), private developers, and stakeholders to ensure quality, compliance, and value for money.

1. Technical Management and Support:

• Deliver expert technical advice to the programme investment team, Housing Associations, private developers, and internal/external stakeholders.
• Perform technical value-for-money appraisals of Affordable Housing Supply Programme (AHSP) applications by reviewing drawings, specifications, elemental cost breakdowns, and bills of quantities to assess project viability.
• Prepare detailed technical reports summarising project viability, value, and quality for the investment team.
• Advise on procurement processes, design standards, sustainability, and development requirements to support housing investment.
• Assist in planning, programming, and project management of technical tasks.
• Maintain and enhance technical databases to support programme delivery and monitoring.

2. Procurement and Project Delivery:

• Lead procurement activities for housing and regeneration projects from conception through to completion.
• Prepare and manage technical specifications, development agreements, pre-qualification questionnaires, and Invitation to Tender documents.
• Administer tender processes including competitive dialogue, open, and closed tender procedures; evaluate bids and provide constructive feedback to all tenderers.
• Conduct surveying duties ensuring compliance with legal requirements and best value principles.

3. Financial and Programme Management:

• Monitor and control project expenditure within budget frameworks, ensuring targets and milestones are met.
• Develop and coordinate work programmes for development funding and private sector projects aligned with statutory requirements and the Affordable Housing Supply Programme.
• Carry out Post Completion Reviews (PCRs) with investment colleagues to assess project delivery and inform future planning.

4. Team Leadership and Development:

• Manage day-to-day operations of the technical department within Housing and Regeneration Services.
• Conduct regular staff performance reviews and identify training needs.
• Provide effective line management including absence management, disciplinary procedures, and performance improvement.
• Motivate and develop the technical team in line with council policies.

5. Stakeholder Engagement and Reporting:

• Collaborate with internal departments, external stakeholders, consultants, contractors, solicitors, and RSLs to ensure effective project delivery and partnership working.
• Prepare and present technical briefings, reports, and recommendations to the investment team, senior management, and committees.
• Conduct technical consultations, research, and data analysis to support informed decision-making.
• Support cost monitoring and budget control to meet delivery targets.
• Extensive experience in affordable housing development, statutory repairs, and regeneration projects.
• Strong technical knowledge of construction surveying, procurement, development appraisal, and housing legislation compliance.
• Proven leadership in managing technical teams and coordinating multidisciplinary projects.
• Excellent communication, negotiation, and stakeholder management skills.
• Skilled in project and financial management within public sector frameworks.
• Experienced in producing detailed technical reports, appraisals, and presentations for diverse audiences.
• Commonwealth Games 2014, Glasgow:
  Played a lead role in the partnership delivering the world-class Athletes Village. Coordinated a multi-disciplinary team including construction, legal, procurement, and commercial professionals to deliver nationally significant projects. This legacy project created a thriving new neighbourhood in Glasgow.
• Transformational Regeneration Areas (TRA):
  Led technical procurement and development for large regeneration projects at Maryhill, Laurieston, and Sighthill. For Sighthill TRA, conducted competitive dialogue, evaluated tenders, prepared technical specifications, and oversaw contract development with Keepmoat Homes, resulting in 198 mid-market rent homes and 628 private sale homes alongside commercial and retail developments.
• Performance Coaching and Review (PCR):
  Implemented structured performance reviews across the technical team to maximize employee engagement and performance, incorporating quarterly meetings aligned with council procedures.
• Process Improvement and Risk Management:
  Developed measurable Key Performance Indicators (KPIs) for Housing Investment and Technical Teams, enhancing tender evaluation and risk management processes. Led reviews and updates of departmental procedures to ensure compliance and resolve internal conflicts, resulting in a robust and consistent operational framework.
• Glasgow Standard for Affordable Housing:
  Spearheaded the creation of the Glasgow Standard Design Schedule and Sustainability Standards for new affordable housing. This initiative supports Glasgow's carbon reduction targets and fuel poverty alleviation, making sustainability central to housing development policy.
• Supporting National Housing Targets:
  Integral to Glasgow's delivery of over £130 million annually for new affordable homes and private housing refurbishments, contributing to Scotland's national target of 100,000 new affordable homes. Adapted leadership and team management to a hybrid working environment during challenging recent years, maintaining high standards and project delivery.

Delivered an integrated and professional project management service in support of GHA's capital investment programme. Responsible for managing the end-to-end delivery of residential refurbishment contracts across GHA's housing stock, ensuring projects were completed on time, within budget, and to high-quality and safety standards.

Key Responsibilities:

• Developed and implemented project plans, schedules, and budgets for multiple refurbishment programmes.
• Managed procurement processes and contract administration, selecting and coordinating subcontractors to deliver quality outcomes.
• Oversaw all on-site activities, ensuring works adhered to design specifications, contractual obligations, and health and safety legislation.
• Maintained regular communication with tenants and stakeholders to ensure transparency, alignment, and satisfaction throughout the project lifecycle.
• Conducted inspections and quality control checks to identify and resolve issues proactively.
• Produced performance reports tracking progress, costs, risks, and key deliverables.
• Led tenant engagement strategies to minimise disruption and foster positive community relations.

Key Achievements:

• Delivered multiple large-scale refurbishment projects in challenging urban settings with high levels of tenant satisfaction.
• Achieved consistent on-time, within-budget outcomes through effective project planning and contractor management.
• Introduced cost-efficiency measures through improved procurement and contractor performance management.

Skills & Attributes:

• Strong technical knowledge of residential refurbishment, construction methods, and building regulations.
• Skilled in project planning, budget management, risk mitigation, and contract administration.
• Excellent stakeholder and tenant communication skills, with a focus on collaboration and service delivery.
• Proven ability to lead multidisciplinary teams and maintain quality and safety throughout the project lifecycle.
• Committed to continuous improvement and delivering high standards of housing for residents.

Led the Customer Care Department for Persimmon Homes, managing post-handover operations across developments to ensure high levels of customer satisfaction. Oversaw a team of operatives, subcontractors, and support staff, resolving customer issues efficiently and maintaining compliance with warranty standards and internal KPIs.

Key Responsibilities:

• Managed day-to-day customer care operations across active and legacy developments, ensuring smooth delivery of aftercare services.
• Inspected complex property defects independently and alongside contractors or warranty providers (NHBC, Premier, LABC).
• Defined remedial strategies and oversaw resolution works from instruction to completion.
• Handled escalated customer complaints, conducted resolution meetings, and ensured professional outcomes.
• Supervised Customer Care Operatives and trades, scheduling and programming remedial works.
• Maintained accurate case records, prepared weekly progress reports and KPI figures for regional leadership.
• Liaised with internal departments including Construction, Sales, and Accounts to coordinate effective issue resolution.
• Ensured full compliance with Health & Safety and company procedures across all customer interactions and site-based operations.

Key Achievements:

• Improved customer satisfaction ratings through proactive defect resolution and strengthened team coordination.
• Enhanced departmental performance through streamlined reporting systems and consistent KPI tracking.
• Delivered improved communication workflows across construction and customer care teams, reducing resolution times.

Skills & Attributes:

• Strong background in construction and new-build processes, with technical knowledge of building defects and remedial solutions.
• Proven leadership and team management skills within a customer-facing role.
• Effective communicator with excellent problem-solving, organisational, and conflict resolution abilities.
• Confident in using Microsoft Office and bespoke CRM/defect management systems.

Initially appointed as a Building Inspector covering the Glasgow City area, later promoted to Claims Investigator for the East, North, and Central Belt of Scotland. Worked remotely for seven years, investigating and resolving structural warranty claims under NHBC's Buildmark cover. Delivered accurate technical assessments and liability decisions while upholding high standards of customer service and technical compliance.

Key Achievements & Responsibilities:

• Investigated complex structural warranty claims across Scotland, ensuring fair and accurate liability determinations in accordance with NHBC Technical Standards and policy cover.
• Conducted detailed document reviews and on-site investigations to assess property condition, cause of failure, and policy coverage limits.
• Led resolution meetings between homeowners and builders to negotiate and agree on remedial actions.
• Diagnosed construction failures and determined responsibility between NHBC and third-party insurers.
• Produced comprehensive technical reports and prepared detailed repair schedules.
• Issued repair instructions to builders and remedial contractors, monitoring progress and completion quality.
• Estimated repair costs using NHBC's internal systems and authorised works within prescribed financial limits.
• Recommended appropriate action on claims exceeding authority levels, including high-value or technically complex cases.
• Managed a forward-planned workload, often three months ahead, with supervision and monitoring of repairs extending beyond 12 months.
• Maintained accurate and audible case records in line with internal procedures and regulatory standards.
• Actively promoted NHBC's aims, services, and technical guidance to both customers and industry professionals.

Skills Developed:

• Expert knowledge of residential construction methods and NHBC Technical Standards.
• Strong analytical and diagnostic ability in assessing construction defects and structural failures.
• Skilled in dispute resolution and customer engagement in sensitive or high-stakes situations.
• Highly proficient in technical report writing and schedule preparation.
• Effective workload and time management across a broad geographic region.
• Competent in using bespoke claims software and digital reporting tools.

Ensured new homes under construction complied with NHBC Standards, Building Regulations, and health and safety legislation. Conducted on-site inspections, provided technical guidance, and supported quality assurance to minimise NHBC's insurance risk. Played a key role in driving construction quality, improving safety, and mentoring junior team members.

Key Responsibilities:

• Conducted regular, detailed site inspections at key build stages to ensure compliance with NHBC standards and statutory requirements.
• Advised site managers, builders, and subcontractors on technical issues and preventative measures to reduce construction defects.
• Ensured implementation and maintenance of health, safety, and welfare systems on-site; reported non-compliance issues.
• Participated in technical meetings and investigations to resolve risks and improve construction quality.
• Produced detailed inspection reports, highlighting defects and advising on corrective action.
• Maintained and updated technical records and inspection schedules for audit and compliance purposes.
• Supported handover processes, ensuring completed homes met required quality standards.

Key Achievements:

• Improved site safety and build quality by identifying and addressing early-stage structural issues.
• Built strong collaborative relationships with site teams, architects, and engineers to resolve technical challenges.
• Delivered in-house training sessions to junior inspectors, supporting team capability and skill development.
• Contributed to reduced warranty claim rates through early defect identification and prevention.

Skills & Attributes:

• Strong understanding of house-building methods, regulations, and NHBC Technical Standards.
• Excellent communication, relationship-building, and stakeholder management skills.
• Analytical and solutions-focused, with experience resolving both technical and interpersonal site issues.
• Physically resilient, with capacity to perform regular site inspections in varying conditions.
• Committed to continuous professional development and maintaining high technical standards.
• Customer-focused, ensuring new homes met quality expectations and regulatory compliance.

Responsible for the design, specification, and management of refurbishment and capital works across hospital buildings and wards. Delivered a wide range of building and estate management functions including maintenance support, condition surveying, project delivery, and compliance assurance in a live healthcare environment.

Key Responsibilities:

• Designed, specified, and project-managed refurbishment and upgrade works within operational hospital settings, from initial concept to final handover.
• Delivered all aspects of project life cycle: feasibility, specification writing, procurement, budget management, installation, commissioning, and client handover.
• Undertook detailed building fabric and condition surveys, compiling technical reports and prioritised maintenance recommendations.
• Provided technical support to the Estates Maintenance Team on capital and reactive works, ensuring compliance with statutory regulations and NHS standards.
• Prepared tender documentation including specifications, descriptions of works, and bills of quantities for procurement.
• Supervised and managed works by external contractors and monitored progress against agreed timelines, safety requirements, and quality standards.
• Acted as Client's Representative under CDM Regulations, ensuring health and safety compliance and documentation.
• Liaised regularly with the Estates Manager and attended cross-departmental meetings to provide progress updates and support wider estate strategies.
• Processed contractor payments and maintained accurate documentation of project progress and costs.

Key Skills & Attributes:

• Strong knowledge of building regulations, health and safety legislation, and NHS construction standards.
• Experienced in conducting detailed condition surveys and producing actionable reporting.
• Skilled in multidisciplinary coordination and contractor supervision in live healthcare settings.
• Proficient in project and budget management with a customer-focused approach to service delivery.
• Familiar with statutory compliance and the requirements of CDM Regulations.

Key Responsibilities: Skills & Abilities:

Supported the Site Manager in the end-to-end delivery of new build housing developments, gaining hands-on experience in site operations, quality control, customer service, and health & safety. Developed a solid understanding of residential construction, company procedures, and compliance standards through structured learning and practical site involvement.

• Assisted with weekly site planning and programming of activities to support timely, safe, and efficient build processes.
• Supervised and coordinated subcontractors and material deliveries to maintain site progress and ensure work was completed to required quality and safety standards.
• Maintained daily site diaries, tracked progress, and enforced waste management and housekeeping procedures.
• Attended inspections and reviewed method statements, risk assessments, and statutory health and safety documentation.
• Ensured compliance with Construction Health and Safety Regulations 1974 and Wimpey Homes Health & Safety Procedures Manual.
• Liaised with Sales Executives, the buying department, and subcontractors regarding customer options, variations, and specifications.
• Assisted in customer care activities including Home Quality Inspections (HQIs), defect resolution, and managing customer visits to ensure homes were delivered snag-free.
• Collaborated with local authorities and warranty providers to ensure compliance with NHBC and building regulations.
• Monitored and reported on the quality of materials and workmanship delivered by trades and suppliers.
• Strong foundation in residential construction methods, building regulations, and NHBC standards.
• Well-versed in health and safety compliance and site supervision practices.
• Excellent organisational, time management, and communication skills.
• Ability to resolve on-site issues, coordinate multiple tasks, and work under pressure.
• Customer-focused with experience handling variations, queries, and aftercare concerns.
• Quick learner with a positive attitude and eagerness to contribute to high-performing site teams.
• Effectively coordinated trades, direct labour and materials, consistently meeting programme, quality and cost targets.
• Delivered inductions and toolbox talks to achieve efficient team performance.
• Implemented method statements and risk assessment reporting.
• Minimised defects through inspections and process reviews.
• Managed on-site contractors, ensuring high quality of workmanship.
• Monitored construction progress regularly, ensuring all deadlines were met.
• Facilitated regular meetings with stakeholders, enhancing transparency in operations.
• Collaborated with architects and engineers, ensuring alignment with design concepts and plans.
• Ensured adherence to project specifications through routine inspections and audits.
• Oversaw subcontractors; facilitated timely completion of tasks without compromise on quality.