Diane Carney

Diane is a Senior Consultant and is central to DTP’s consumer regulation work. Diane is also part of the wider team delivering our strategy, governance, rent compliance and wider regulatory compliance support services.

Expertise and Experience

Diane has extensive experience in social housing across housing associations and local authorities. She specialises in consumer regulation, supporting organisations to comply with the Regulator of Social Housing’s consumer standards. This includes independent reviews of self-assessments, advice on Customer Voice structures and customer committees, and Board, Committee and Staff training. Diane also provides wider support on services linked to the Consumer Standards, such as reviewing strategy,
complaints handling, tenancy management, and Tenant Satisfaction Measures. Diane has extensive experience in post-Housing Ombudsman determination reviews, cultural transformation, business turnaround and staff engagement. She has led crossfunctional reviews that improved productivity and service delivery.

About Diane

Diane has over 25 years’ experience in social housing, working with providers of all sizes up to executive director level. Since joining DTP in 2022, she has developed services inconsumer regulation and Rent Compliance. As a qualified in coaching, she brings extensive experience in people-focused change management. Diane is also a non-executive in the sector and Vice-Lead for the Chartered Institute of Housing’s North-East branch. Outside work, she enjoys reading, dressmaking and beach walks with her family and dog.

Recent Projects

• Hull City Council – Consumer Standards review
• Wrekin and the Housing Plus Group – Consumer Standards review of both organisations through the lens of merger and a review of effectiveness of the customer committee in governance for Wrekin        
• Calico – Independent case review of serious complaint
• North Star – Website review through the lens of the Consumer Standards
• Together Housing – Post Housing Ombudsman Determination independent case review
• EPIC – Consumer Standards review
• Incommunities – Consumer Standards review and customer committee assurance training
• Bournville Village Trust – Consumer Standards review and Strategy development in both VFM and IT services
• Pioneer – Customer Influence Committee training
• Homes in Somerset – Customer Involvement and Engagement Strategy support and review of Complaints policy and procedures
• whg – Post Housing Ombudsman determination independent case review
• South Yorkshire Housing Association – Customer committee options appraisal and development of customer engagement strategy
• A2Dominion – Consumer Standards review
• Railway Housing – Consumer Standards review, Complaints policy and procedure review and provision of complaints analysis
• First Choice Homes Oldham – Review of tenancy management service 
• Castles and Coasts – Consumer Standards review
• Plexus – Board awareness training on Consumer Regulation asset management requirements and the requirements / findings of the Housing Ombudsman Service
• Windrush – Policy provision
• Trident – Consumer Standards review and post Housing Ombudsman determination independent case review
• Ashley Community Homes – Consumer Standards review, Annual Complaints Report support and support with Tenants Satisfaction Measures submission