At the heart of it, home matters. A safe, secure and affordable home provides the foundation for so many other aspects of life, and we should never lose sight of that.
1. Could you introduce yourself and tell us a little about your background?
I’ve worked in social housing for more than 20 years, starting my career as an administrator in a rents team before becoming a Housing Officer. Since then, I’ve had the opportunity to work in a range of roles delivering housing and repairs, giving me a broad understanding of the services that matter most to customers and communities.
Those early frontline roles taught me the importance of a safe, secure home and the difference good services can make to people’s everyday lives. That’s something that has stayed with me throughout my career and continues to shape how I think about customer experience today.
What I’ve always loved about housing is that it’s fundamentally about people. Every day brings different challenges and opportunities to make a positive difference, and that’s what makes the sector so rewarding. Having previously worked at both Paradigm and Settle, I’m excited to be joining the organisation at such an important time and helping to deliver services that are easy to access, responsive to customers’ needs and focused on delivering the best possible experience.
Outside of work, I live in Hertfordshire with my husband, our daughter and our dog, Betsy. I enjoy spending time with family and friends, getting out for walks, and over the last few years I’ve developed an unexpected love of country music.
2. What matters most to you when it comes to residents and their experience?
At the heart of it, home matters. A safe, secure and affordable home provides the foundation for so many other aspects of life, and we should never lose sight of that.
When it comes to customer experience, I believe it should be straightforward, reliable and consistent. Residents shouldn’t have to navigate complicated processes or chase us for updates. They should feel listened to, treated with respect and confident that we’ll do what we say we’ll do.
For me, great service is about building trust through every interaction and making it as easy as possible for customers to get the support they need, when they need it.
3. What are your priorities as you get to know our residents, colleagues and communities?
My first priority is to listen and learn. I want to hear from residents, colleagues and community partners about what’s working well, where we can improve and what matters most to them. Good communication and meaningful engagement are really important to me. The best decisions are informed by the people who use our services every day, so I want customers to feel listened to, informed and involved. As we continue to evolve as an organisation, my focus will be on making improvements that genuinely make a difference to customers’ experiences, while ensuring we remain connected to the communities we serve.
4. What are you most looking forward to in your new role?
I’m most looking forward to meeting residents, colleagues and community partners and getting to know the people and places we serve.
I’m excited about the opportunity to build on the strong foundations already in place and continue improving the services we provide. Most of all, I look forward to working with customers and colleagues to ensure we deliver services that people can rely on and be proud of.