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 considerable experience in social housing provision across a range of housing and property services with both housing associations and local authorities. She has expertise in consumer regulation, specialising in supporting housing organisations through compliance with the Regulator of Social Housing’s consumer standards which can include providing independent external reviews of self-assessments against the Consumer Standards, advising on the effectiveness of new and established customer committees, as well as providing Board, Committee and Staff training on a wide range of matters relating to consumer regulation. Diane also works with clients to provide more detailed support relating to the wider services linked to the Consumer Standards, including reviewing strategy and approaches to complaints and the Tenants Satisfaction Measures.

Diane has considerable experience in conducting independent post Housing Ombudsman determination reviews, rent compliance, cultural transformation and change management, business turnaround and staff engagement. She has been involved in several organisational, cross-functional team reviews, bringing productivity and service delivery improvements.

About Diane

Diane has worked within the social housing sector for more than 25 years, with a variety of housing providers (of all sizes) up to executive director level. She joined DTP in 2023 and has drawn on her experience and expertise to develop DTP’s services around consumer regulation and rent compliance. Diane is qualified in coaching techniques and has a plethora of experience in people related change management. She is an experienced non-executive in the social housing sector and an active member of the Chartered Institute of Housing. Outside work, Diane relaxes by reading and dress-making, and loves spending time with her family and taking dog walks on the beach.  

Recent Projects

• Wrekin – Consumer Standards review and review of effectiveness of the customer committee in governance         
• Together Housing – Post Housing Ombudsman Determination independent case review
• EPIC – Consumer Standards review
• Incommunities – Customer committee assurance training
• Bournville Village Trust – Strategy development
• 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 – 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 – Consumer Regulation asset management requirements
• Windrush – Policy provision
• Trident – Consumer Standards review
• Ashley Community Homes – Consumer Standards review and support with Tenants Satisfaction Measures submission