Association of Residential Managing Agents

Members' Area

Regulatory Panel

Independent regulation means greater confidence for consumers

Regulatory Panel

ARMA agents are regulated by an independent Regulatory Panel made up of five lay members. Each has been specially selected for their knowledge of the industry. They have a collective experience spanning law, accounting, consumer, surveying and regulatory professions. Most importantly, leaseholders are represented on the panel.

The role of the panel is to provide independent regulation of the Member and Associates of the Association. 

The independent Regulatory Panel cannot consider complaints unless and until all appropriate avenues of redress have first been exhausted. The Panel once a complaint is received are able to consider the findings of the Ombudsman or other source of redress and will then determine whether a member firm has breached ARMA rules. Where the Ombudsman has made a final decision, including financial settlement, the independent Regulatory Panel has no jurisdiction over the amount of the award and cannot overturn these decisions.

To preserve its independence, no-one on the panel is connected with ARMA or its members.

You can find out who sits on the panel below.

Claire Andrews (Barrister)

Claire Andrews

Claire is a barrister and head of chambers specialising in consumer and regulatory law. Her career has spanned more than 30 years and she is experienced in landlord and tenant and health and safety matters. She sits as a fee-paid first tier Tribunal Judge in the Health and Social Care Chamber. She is a fellow of the Chartered Institute of Arbitrators and routinely arbitrates and adjudicates for a number of consumer dispute resolution schemes. She is an accredited mediator.  Claire has written several publications on consumer and regulatory law and has also formerly written on landlord and tenant law.

Carolyn Carter (Accountant)

Carolyn Carter

Carolyn is a qualified accountant and a Fellow of the Association of Chartered Certified Accountants. Her working life has been varied having worked in the private sector for major retail companies, in the public sector for a local authority and more recently in the not-for-profit sector as Group Finance Director. She was then a consultant for housing associations managing over 50,000 residential properties. She has also been a member of a key industry finance group and has sat on working parties for a housing regulatory body.

In her role as Group Finance Director, Carolyn had direct experience of accounting for rents, service charges, sinking funds and tenant and leaseholder accounts and of working within a highly regulated regime.

She has also been a leaseholder and a landlord and therefore has personal experience of both sides of the fence.

Judith Goulden (Solicitor)

Judith Goulden

Judith Goulden is a solicitor and former Judge, First-tier Tribunal (Property Chamber) where she chaired residential property disputes for over seventeen years. Her present appointments include Chair, Independent Review Panel for School Exclusions; Early Neutral Evaluator, the Leasehold Advisory Service (LEASE) and Expert Witness Assessor, the Royal Institution of Chartered Surveyors (RICS).

Alan Walker (RMC Director and leaseholder)

Alan Walker

Alan first lived in a leasehold property in 1999 and has been a lessee since 2001. He has built up a combined experience of over 15 years as an RMC Director across two boards, including time on each serving as Chairman.

He is currently working on international fund distribution for an asset management house and European sales for a media and PR evaluation agency.

Dr Jan Wilcox (Chartered Surveyor)

Dr Jan Wilcox

Jan is a Fellow of the Royal Institution of Chartered Surveyors and a Senior Fellow of the Higher Education Academy. She spent twenty years working, mainly in property asset management, for a variety of institutions including a small private practice; a public sector organisation; a landed Estate; a FTSE 100 property company; and a US investment bank before moving into lecturing in Higher Education.

Jan now portfolio works combining her property and education interests in a variety of roles. She teaches for the University College of Estate Management, University of Suffolk and Anglia Ruskin University, runs her own small property and educational consultancy business, is an examiner for the Institute of Residential Property Management and is co-author of the fourth edition of Property Asset Management.

In addition to her professional experience of residential property, she also has personal experience of it, having been an assured shorthold tenant; a long leaseholder; and a landlord.