Edward Phillips Email & Phone Number

An experienced leader of high-performing customer-facing teams within social housing and local government sectors, passionate about putting customers first. Extensive experience of driving service improvements through meaningful tenant engagement and by using a variety of feedback channels.Successfully rolled-out Tenant Satisfaction Measures (TSMs) at RHP, ahead of legislation. Embedded a learning culture of complaint handling, ensuring compliance with the Housing Ombudsman’s updated Complaint Handing Code.Track record of delivering improved employee and tenant engagement, notably by driving up RHP's Trust Pilot rating from a poor 1.5 stars, to a sector-leading 4.5 stars.Other specialities: tenant scrutiny; Consumer Standards; Housing Ombudsman and elected member stakeholder management; digital transformation; customer-centric service design; Innovation within social housing; UKCSI.Reliable, friendly and approachable, thriving on cross-team working to achieve organisational goals, aided by excellent communication skills and data-driven insight.

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  Lancaster University

  Italian Studies And Linguistics