Responsible for all aspects of customer experience and insight, from onboarding customers through to ensuring our services continue to meet customer needs through delivering a comfortable and low-effort experience. I oversee stakeholder management with our Local Authority partners, how we allocate homes, set rents and review levels of affordability. I manage our Complaints Team and regulatory compliance with the Housing Ombudsman Service and the Regulator of Social Housing Consumer Standards, including TSMs.

Board member providing housing management and customer service experience to help shape a great Housing Association.

Responsible for all aspects of housing management including anti-social behaviour, tenancy management and fraud, customer segmentation, resident engagement and customer complaints/enquiries. I oversaw rent collection and financial support services, and managed the estate services provisions including assurance checks of cleaning and grounds maintenance contracts.

Responsible for the allocations service across North-East Derbyshire, including a stint of overseeing their statutory homelessness duty. Created a community sustainment team which focussed on anti-social behaviour and support services and introducing a toolkit for effective case management.