Quality Assurance - Learning & Development Associates

Denise Riddell

IQA Director

Denise has over 35 years’ experience working within the Water Industry, both in operational and support functions and fully understands the unique pressures and issues that affect the industry. She has held various roles including learning and development, contract management and customer services. She has worked to deliver a variety of initiatives, including a range of learning and development programmes, efficient customer services processes and procedures, effective management of a range of contracts and the implementation of new billing and work management systems. Most recently, Denise has been at the centre of designing and delivering customer service and energy and carbon training for our clients. She holds teaching and assessor qualifications

Simon Buckingham


A Water Industry Professional with over 30 years’ experience in a range of roles across operations, customer service and regulatory; of which 20 years were in a variety of senior management positions including: Regional Network Manager, Head of Service Delivery, Head of Metering, Head of Control Centre and Retail Services Delivery, all with a major UK Water Company. In addition, Simon also has extensive programme management experience in leading a number of large, multi-project programmes in the Clean and Waste operational area’s as well as Customer Services and Regulatory. Projects have included Smart Metering, Control Centre development and preparation for Retail Competition.

More recently, he has gained qualifications in Education and Training with a Level 3 Award in Education and Training as well as qualifying as an Assessor with an Advanced Certificate in Assessing Vocationally Related Achievements. He is an experience trainer and assessor. In addition, he is a qualified Internal Quality Assurer

Ian Horton


Ian has worked in the Water Industry for 34 years. Over the last two years he has worked with many water companies which has allowed him to broaden his experience with the changes in technology and the individual characteristics that those companies adhere to.

The roles that he has undertaken undertook has given him a broad spectrum of experience covering Water Network, Water Production and latterly Waste Water. He is currently developing and designing training courses and carrying out assessments and IQA duties.

Ian Cassidy


Ian Cassidy
Ian has over 45 years of industrial experience in the water industry including Water Operations Management on clean water production and water distribution, Senior Managerial experience of Field Service Engineers & Operator maintainer workforces. His experience has enabled him to deliver certified courses on Water Production Processes, plant & equipment to many Water Company Employees throughout the UK.

An outcome-driven individual with confident interpersonal skills, Ian successfully enjoys working closely with both students and employers to enhance their learner’s skills, knowledge and behaviours.

Ian is a fully qualified Level 5 trainer, an Assessor and IQA.

Michelle Hyde

Internal Quality Assurance Coordinator

Michelle has a strong administration background, having worked in the professional sector for over 30 years in a wide variety of sectors, including Consulting Engineers, Utility Companies and Customer Service Roles.

With a keen interest in training and education, Michelle has been a School Governor for over 10 years in both Primary and Secondary education, recently receiving a long service award.

With the belief that it is never too late to learn, Michelle has gained AS Level, City & Guilds Level 3 Diploma, Language and Design qualifications as a mature student.

Elizabeth Riddell

Internal Quality Assurance Administrator

Elizabeth RiddellElizabeth is a motivated and ambitious Graduate of an Advertising and Brand Management Degree.

Further experience gained from working across a variety of roles (both paid and voluntary) have enabled Elizabeth to develop a wide range of transferable skills including customer service, administration, Public Relations/Marketing and training.

Keen to build on her acquired knowledge and further develop her skillset, Elizabeth has joined L&DA as a valued addition to our IQA Department

Mark Hardman

Information Governance Consultant

Mark HardmanMark is a highly respected information expert, who has been responsible for the implementation of a large number of systems in the UK and across the globe.

Mark’s expertise revolves around the governance and management of data, and in allowing data from multiple sources to be harmonised and be made accessible from multiple reporting perspectives, so that it can make a positive impact on organisational goals and bottom line.