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The newly created position highlights the breadth of improvements we are making for customers, combining Complaints, Customer Experience, Housing Services, Specialist Housing and more, to create a single, customer-focused team with a new clear strategy.

Having previously worked for the Group as a consultant since February 2023 and as an Interim Chief Customer Officer since September, Kate has how been appointed on a permanent basis following a competitive recruitment process.

As a customer experience specialist, Kate has already been instrumental in fast-tracking the roll out of improvements to customer front-line services, including the launch of a new joint repairs and maintenance contract and service.

Kate brings a wealth of sector experience having worked in housing for nearly 20 years for associations such as Irwell Valley and Vivid Homes, including 10 years as a turnaround consultant for large housing associations, contractors, and local government. Her areas of expertise include customer experience, implementing business critical change, improvement projects, and front-line operational services.

As part of our new Corporate Strategy, Kate will also look to simplify and streamline internal processes, ultimately making the customer journey easier and more responsive. New communication channels, enhanced team training and digital solutions will be key to this new approach.

Kate Gascoigne said: “I’m excited to be continuing my journey with A2Dominion, working with my new colleagues to ensure our customers receive the high-quality service they deserve.

"The changes we have planned sit alongside our new Corporate Strategy and will really help improve our service offer. This new focus will also support our neighbourhood teams to provide a far more personalised and effective service.”

Ian Wardle, CEO of A2Dominion, said: “We’re delighted to confirm Kate as our permanent Chief Customer Officer.

“Having acknowledged past performance issues, A2Dominion is committed to supporting and empowering front line colleagues, enabling them to make real time decisions that impact effectively for customers.

“The decision to create our first-ever executive director for customers will help us to achieve this, and will give this area the dedicated focus and resource it requires.”