I am responsible for delivering housing and property services which create, enhance and promote opportunity for customers to reach their potential. Developing Supported Housing and Telecare Services which improve customers Wellbeing and independence. Providing a multi-channel customer experience which empowers customers to self-serve. Managing and enhancing the corporate ICT, Performance and Communications on behalf of the council.I have recently:Redefined service planning principles to focus on engagement, collaboration and community impactDeveloped through collaboration WLBC's ICT Forward ViewUndertaken options appraisal of Shared Services agreement in line with the Council's VisionOverseen the design and implementation of new Corporate CRM system and customer portal across all business functions. Developed new approach to Corporate ICT Investment in line with business objectives

Responsible for leading, managing and motivating my team to deliver excellent services and business growth. Identify new business opportunities with a focus on supporting independent living, good mental health, falls prevention, frailty support, financial inclusion, drug abstinence and active and healthy lifestyles.Key AchievementsDiversified and grew Peaks & Plains Wellbeing Services increasing the number of citizens supported from 4,500 to 15,000 per annum and returning an 8% surplus p.a.Redesigned Older Persons and Supported Housing services; increasing quality and reducing cost Fostered strategic relationships with key NHS, Public Health and Adult Social Care partners and considered a trusted partner to co-design new service modelsCompetitively tendered for and won 8 new contracts amounting to £1.5 million p.a. to deliver innovative Health and Wellbeing services Designed and led integrated services across statutory and 3rd sector partners to achieve shared outcomesLed a Telecare Services Association Best Practice Telecare and Independent Living Service which supports 10,000 customers to live independently across the North West

Responsible for providing VFM Housing Services to 5,000 households. Providing strategic and operational advice to Executive Team and Board. Leading my team in respect of:Building and leading a ‘one team’ approach across multi-disciplinary teams and locations, delivering continuous improvement and customer satisfactionResponsible for the delivery of outstanding core housing management functions of allocations & lettings, ASB, income collection, tenancy & estate management, leasehold management, customer services, customer feedback, co-regulation, resident involvement and safeguarding.Responsible for the development and delivery of specialist support and wellbeing services including financial inclusion, tenancy support, independent living, telecare, 24/7 control centre and information & advice. Key AchievementsA key leader in Peaks & Plains achieving 18th in Times 100 Best CompaniesImproved Housemark direct cost per property of Housing Management from lower quartile in 2012 to upper quartile in 2016; achieving arrears of 1.03% & void loss of 0.3% for year end 2016/17Redefined approach to Customer Service increasing customer satisfaction from 84% (2010) to 91% (2016) Secured £290k of CCG and £1,300,000 of Adult Social Care & Public Health funding per annum Developed easy access 24/7 online solutions for all Housing Services in 12 months concluding in April 2017Implemented a learning and improvement culture for customer feedback; reducing stage 1 complaints by 50%

Operating across 3 local offices, overall responsibility for the successful delivery of housing management and repairs services to 3500 customers across 6 local authorities.Responsible for delivering high quality housing management services covering allocations & lettings, income collection, tenancy & estate management, ASB, customer service & community regenerationResponsible for providing an excellent day to day repairs and voids management service.