Services
Because of my versatile experience at the executive level, I can provide interim executive leadership or cover for social housing providers, in an agile manner. This can be flexed to work with your needs and budget. Short sharp bursts or more in depth pieces of work.
I also provide consultancy services in the form of strategy, independent reviews, and implementation of recommendations. My past projects include everything from customer experience and engagement to complaint handling, consumer standards, and governance work.
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Interim Executive
If you are looking for strong and sound executive leadership from someone that can set a clear direction and have the emotional intelligence to bring people along that journey; I am right for you.
I provide agile interim executive cover: it can be long term or short time, it can be on a flexible project, consultancy basis or critical friend approach.
I achieve high standards through a coaching style approach. My versatile experience at the executive level helps me to connect the dots and people to stabilise and transform.
Consultancy
I enjoy bespoke pieces of work, getting to the bottom of things and helping housing providers in the right direction.
My consultancy services include:
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Independent reviews and recommendations (eg complaints, housing ombudsman, consumer standards, housing management, customer experience, communications).
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Implementation work or project work (eg completing time critical work at speed).
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Strategy formulation in the areas of customer, assets or transformation.
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Customer journey maps: mapping and reviewing the customer experience and feeding back recommendations.
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Training: discreet training in complaint handling training, tone of voice training, customer service training that can be tailored for you.
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Projects
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I enjoy the versatility of my career and happy to share a collective of past projects with you.
Consumer standard gap analysis: graded assessment and 3, 6 and 12 month forecast improvement actions to achieve compliance.
Complaint handling: review and implementation on a new approach, improving performance, providing training, carrying out the housing ombudsman self-assessment and reporting to Board.
Customer engagement: creating a customer influence group with tenants, terms of reference, customer engagement, tenant role profile and code of conduct, recruitment and board approval.
Corporate policy review: management and creation of policies and procedures such as complaints, compensation, unacceptable behaviour and housing related policies.
Governance: review board skills, terms, individual appraisals and board and committee effectiveness, and delivering to board a compliant governance position.
Corporate KPIs and landlord H&S dashboard: creating bespoke KPI reporting at Board and operational level to improve performance and link to strategic and operational risk.
Communications: transform customer experience through setting a communications strategy, creating website content, newsletters, and template documents.
Community investment: created a strategy, reviewed resources, implementation plan and customer consultation.
