After graduating from Reading University in 1995 with a 2:1 in Modern International Relations, I did the obvious thing and went to work as a theatrical agent with Dance Attic Productions. In 1997 I became managing director of the Essential Agency, a London based agency that provided dancers, singers, choreographers and presenters for film, television and the stage. In 2000 I started a second career, initially as deputy to the Corporate Complaints Manager at the London Borough of Lambeth. In 2003 I moved to Standards for England where, as its principal investigator, I carried out the more complex, sensitive and high-profile investigations into councillor conduct. I also advised and engaged with numerous local authorities in order to improve the implementation of the local standards framework. In 2011 I, along with Jon, co-founded ch&i associates.
Since 2011 I have been contracted by over 50 local authorities to undertake independent investigations into complaints about the conduct of their members (or members of associated Town and Parish Councils) under the Localism Act. In 2012 I was appointed by South Norfolk Council, North Norfolk District Council and the Borough of Great Yarmouth as their Independent Person. As a director of ch&i, I have advised numerous local authorities on the Code of Conduct, complaint handling and investigative practice. I have also facilitated case handling and case review workshops to support Ofqual’s regulatory work with examination boards, advised on and conducted disciplinary investigations for local businesses and provided investigation and complaint handling services within the NHS, both for a University Hospital and for the Parliamentary and Health Service Ombudsman
From 2011 - 2013 ch&i associates, along with CEDR, were appointed as the independent complaint reviewers for the Charity Commission; providing high level reviews of the Commission's regulatory casework across its jurisdiction of over 160,000 charities in England and Wales. Since 2013 I have assisted Jon in his work as Independent Complaint assessor for the Department for Transport, adjudicating in final stage complaints against the executive agencies of the DfT. In 2018 Jon and I were appointed to carry out a similar function for both the General Medical Council and the National Archives.