A2 Dominion changes executive team structure in drive to improve resident services

A2 Dominion has changed its executive structure in a drive to improve customer service, following failings tackling damp and mould identified by the Housing Ombudsman.

The 38,000-home landlord has decided to split its executive director of operations role into two, creating a new chief property officer and chief customer officer role.

Michael Reece will be the new chief property officer covering repairs and building and fire safety, while Kate Gascoigne will be in charge of delivering and improving services to customers as the interim chief customer officer.

Reece was executive director of operations at A2Dominion for the past two years. Gascoigne has been working as a consultant at A2Dominion since February this year.

A2Dominion is also combining its two central services roles for treasury and central & financial services into one executive role.

The £389m-turnover association is currently interviewing candidates for the permanent chief customer officer role and a new chief finance officer to replace Dean Tufts, who is retiring after 30 years with the association.

The announcement follows a difficult few months for the London landlord.

>>See also: Housing association accounts 2022/23 coverage all in one place

The Housing Ombudsman made severe maladministration findings after investigating two damp and mould cases in A2Dominion properties in May and June 2023.

A2 Dominion announced a new corporate strategy in July this year, which it says will prioritise safety issues, address disrepair, damp, and mould, and create action plans for buildings over 18 metres that will require a second staircase.

Another priority set out by A2Dominion is to improve its complaint-handling process and introduce measures for monitoring its performance against RSH’s new tenant satisfaction measures and consumer standards.

A2 Dominion built 745 homes in 2022/23 and aims to deliver 719 in 2023/24.