Home Group hires new director to enhance customer journeys

Home Group has appointed Colette Flattery as its new customer experience director, tasked with ensuring customers “get the right support and experience” and that the housing association delivers on its customer promise.

The housing association, which owns 55,000 homes across England and Scotland, has devised a customer promise.

This is a set of commitments to its 125,000 customers including providing a safe place to live, a reliable repairs service and transparency around how rent and service charges are spent.

Home Group is focused on ”providing consistency throughout the customer experience”.

In her new role, Flattery will be tasked with enhancing the end-to-end customer journey through a variety of customer channels, including face-to-face, digital and telephone.

Flattery joined Home Group from Zenith, a car fleet management company, where she served as director of customer services.

Prior to this, she spent four years as head of customer services and sales at Eon, overseeing operations in the UK, India, South Africa, and the Philippines.

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She also worked at the housing association Orbit Group as head of the customer service centre for four years.

Nusheen Hussain, executive director of customers and communities at Home Group, said: “We are delighted Colette has joined us. Her wealth of experience and expertise in customer services will help us deliver a consistent customer experience”.

Hussain added: “Colette will embed a learning and continuous improvement culture, which will enhance the customer experience, which we expect will be reflected in our Tenant Satisfaction Measures”.

On her appointment, Flattery said: “Housing associations generally are facing common themed challenges, which have been well documented recently. My background has been in working in challenging areas, so I am ready to tackle some of the issues we face head-on.

Flattery added that she wants feedback from customers “to directly shape our thinking, and for them to know we listen and care. I want our customers to have choice, convenience, and support when needed”.