Meet our new Customer Committee
As the new consumer standards came into force in April 2024, there has never been a more important time to really focus on our customers at Great Places. February saw the first meeting of the newly recruited Customer Committee get off to a flying start as they discussed performance, complaints and the new Customer Experience Strategy that is in development.
The Committee, which includes both general needs and shared ownership customers from Manchester, Stockport, Blackburn and Sheffield, heard presentations from the Director of Customer Experience and her team to familiarise them with the work they do.
In agreeing the forward plan for the Committee, the members made clear the kind of information they would like to see including specific information on performance relevant to customers.
The next meeting of the Committee took place in early June. Members received a presentation from TLF Research explaining how Great Places is performing against the new Tenant Satisfaction Measures, and how we benchmark on these against peer organisations. The Committee was asked for input on how we improve customer satisfaction as well as reviewing targets for other key metrics and were also be asked for their thoughts around our annual complaints performance and reporting before we submit information to the Housing Ombudsman.
To support the Committee in their role, they are being given a robust induction led by the Board Development Agency, who are delivering monthly workshops on a range of areas including getting to know the housing sector, effectively challenging Executives, working together as a committee and understanding housing governance. They are also receiving one-to-one support and peer support to help them be effective in their new roles.
The Committee Members themselves are pleased to have been appointed and are looking forward to getting to know more about Great Places and the housing sector while also learning new skills, helping to improve services, making clear what really matters to customers and giving something back to the organisation.
You can find out more about each of the new Customer Committee members below.
Patrick Ricketts Chair
Patrick has a wealth of business experience, with more than 26 years at Berendsen, spending 9 years as Regional Director and was a Director at Jewson. He is passionate about supporting organisations with their strategy for sustainable business growth, people and team development and their wellbeing. He is Non-Executive Director at Ubico Ltd and a Trustee at Forward Education Trust.
He has strong strategic, planning, operations, and commercial skills in the UK markets in B2B and B2C, including the public sector, and has extensive experience in leading account management, strategy for multi-million-pound contracts and delivering service excellence.
Nicki Clegg Non Executive Director (NED) Member of the Customer Committee
Nicki has over twenty years’ experience creating and executing data-driven, customer-focused technology and data strategies, and has worked across private and public sectors in multiple industries. She was Chief Technology Officer at Irwin Mitchell (legal and financial services) for almost 5 years, and prior to that Head of IS Strategy and Digital Services at Electricity North West, and lead technology strategist at the British Library. Nicki has a passion for equality, diversity and inclusion and in 2023 switched her career to focus on delivering at scale social mobility. She currently works for STEM Learning UK and the National Centre for Computing Education where she helps hundreds of businesses each year introduce schools’ engagement programmes to support better outcomes for young people across the UK.
Naomi Davey Customer Committee Member
Naomi has been a Plumlife/Great Places customer for almost five years and is currently living in New Islington, near to Manchester city centre.
Naomi works as a Communications and Engagement Manager, and her passion lies in connecting with people through creative activities and delivering engaging experiences.
Outside of work, you can find her delving into a good book, practicing meditation and travelling abroad to new destinations.
She is keen to expand her knowledge of the housing sector and is looking forward to drawing from her own upbringing in various housing environments to support the Customer Committee. Whether it’s tackling the challenges of the cost-of-living crisis or championing initiatives like Anchor Neighbourhoods, Naomi is ready to support the Committee and make a difference to the lives of Great Places customers.
Laura Dalton Customer Committee Member
Laura is a Shared Ownership customer based in Stockport and is currently Head of Homelessness and Complex Needs for a Supported Housing Charity based in Stoke, with a specialism in housing management, community development and leading on organisational change.
Laura is a highly motivated housing management professional with 19 years’ experience successfully ensuring consistency in all areas of service delivery across a varied remit at both strategic and operational levels.
She has worked for a number of registered housing providers over the course of her career and has a passion for community development and tenant empowerment.
Kimberley Borsay Customer Committee Member
Kimberley has been a resident of Great Places for six years and lives in Bolton, Greater Manchester, with her four children.
She currently works part-time caring for a local lady with a degenerative lung condition. Her past career has been customer service focussed in education, local authority and the not-for-profit sectors. She is also a competent administrator specifically in accounting.
Kimberley’s spare time is mostly spent with her children outdoors. She is a keen singer/songwriter and enjoys keeping fit and healthy.
Her hope is to help find solutions to better relations between both customers and colleagues of Great Places and she promises to use her wealth of customer service experience, alongside her lived experience of mental health, physical disabilities, domestic abuse, racism, financial difficulties, parenting and more to hopefully offer compassion and understanding to be a voice for those that need one.
Ali Mirzaee Customer Committee Member
Ali and his wife have been living in Sheffield since 2021, enjoying their home as housing association tenants. Ali works as a freelance interpreter, helping people communicate effectively.
Outside of work, Ali loves hiking, especially in the beautiful Peak District. He’s a football enthusiast and enjoys watching matches. Ali is a friendly and social person who likes meeting new people and learning from their experiences.
Ali brings a mix of professional skills, a love for outdoor activities and a friendly attitude to his community.
Siobhan Prince Customer Committee Member
Siobhan has been a Plumlife customer since her relocation to the Manchester area. She is passionate about housing and the property sector and is excited to contribute her skills and knowledge to improve the customer service experience.
Fun fact: When Siobhan isn’t working hard you can find her ‘trying’ to play tennis.
Struen Freeman Customer Committee Member
Struen currently lives in Blackburn in Lancashire and is currently working as a Senior Health Care Worker within a forensic secure hospital.
When he’s not at work, he likes to spend time relaxing – especially with his partner. This may be swimming and going for long walks. He also enjoys reading and learning about other countries and what life is like for other people.
His personality by nature is very caring and empathic and he likes to help people the best way he can. He feels that having this opportunity to work within the Committee will enable him to help others and well as to gain new skills and experience.