Lisa was raised in the Manchester area. Growing up in social housing shaped her passion for putting customers first. Her career has been dedicated to housing associations. She’s worked in frontline customer support, housing services, and repairs. Always keeping the needs of residents at the heart of her work.
Lisa's areas of expertise include: income protection, financial inclusion and tenancy management.
What are some of your key achievements as regional director for the North West region?
Supporting customers across Cumbria’s towns and villages has its challenges; but also its benefits.
My job, and that of my team, is to deliver a service we are proud of to our customers. And, where there are issues, respond quickly and effectively.
We work closely with our maintenance teams to find ways of improving services. Whist our development teams are building brilliant new homes.
In many areas, these affordable new homes are specifically designated for local people. That means they are going to those who need them and who live and work in our communities.
We know there’s work we can do to improve the homes of existing customers. Our retrofit team is working across the region to upgrade homes and improve their energy efficiency.
How do you engage with customers and communities? How does that influence your priorities?
We have been working hard to hear what our customers are saying in their communities.
Local authorities across Cumbria have been going through a lot of changes. First, with the changes to the unitary authorities. Second, with the introduction of a regional mayor for Cumbria.
This changes the landscape we work in behind the scenes. We are working to make sure that our voice remains as strong, and that customer priorities and needs are still heard.
However, that only works if we know what those priorities are. We have made a conscious effort to be out in our communities more. Visiting customers in their homes and communities to hear honest feedback.
What are the main things customers in your region should know?
Our teams are always looking at ways of improving services for customers.
You’ll often see Home Group colleagues around the region. Sometimes, bringing services to your door. For example, our financial inclusion team has visited customers at home to help them boost their income.
Our development team continues to bring new affordable homes to our communities, designed to fit well with existing towns.
We are so proud of our heritage and history in our region. We want to make sure what we add to the region supports what makes it special.