What’s your background?

I’ve been with Johnnie Johnson Housing since April this year. Having previously worked for a local housing authority as a Customer Engagement Manager, I was responsible for the housing involvement and engagement service, which included scrutiny, performance and monitoring, resulting from customer feedback.

What does your role involve?

It’s an exciting new role created for our Customer First programme, focused on customer satisfaction, performance, and involvement.

Along with my team, I am ensuring that we use customer feedback and insight to improve our services, as well as making sure policies and procedures are followed.

What do you enjoy about your role?

I love working with our customers to help improve our services and processes. I believe they are at the heart of everything we do – with everything we deliver, the customer’s voice should be represented. At the end of the day, if anyone’s going to know if we’re getting it right, it’s our customers!

What are your main challenges?

We are working hard to encourage customers to get involved and have their say. We understand everyone is busy, that’s why we want to ensure we have various options for engagement, both online and in person.

I am spending time on improving our complaints process and tenant satisfaction measures. And we’re waiting on the Government to introduce the Housing White Paper into law, which means I am putting contingency plans in place for myself and the team, should we need to implement any changes as a result of this.

What are you looking forward to in your role over the next 6 months?

We have an exciting menu of engagement opportunities for customers to get involved in, so I’m looking forward to all of that, and of course meeting residents! It’s important that we really understand what our customers want, and the improvements they would like to see.

Tell us a fun fact about yourself

My Great Aunt Molly who is an amazing 106 years young, told me the key to life is saying yes to everything, and that’s always stuck with me. So… I have a sky-dive booked in August, which will be a new experience!