My RHA
New operational management team at Railway Housing
3rd December 2024 | posted in News
Our residents are set to benefit from a brand new operational management team that will ensure a focus on the resident voice to provide the best possible homes and services.
We have invested in our property and customer services teams, with the appointment of five leaders into new roles within the operations team, led by Chief Operating Officer Chris Marshall.
Chris Harris has joined as head of property, Tim Smalley has been promoted to maintenance delivery manager, Rebekah Kent has joined as asset planning lead, Lynn Fromme has started as resident experience manager and Jan Welsh has joined as community housing manager.
The new roles have been created as a direct response to listening to residents and the insight through tenant satisfaction measures, complaint handling and other resident feedback to further drive the housing association in ensuring the resident voice is at the heart of the business.
The new leaders will ensure that homes and services are at the cutting edge, embrace innovation and best practice and are focused on improving the resident experience.
Chris Harris’ role will focus on the quality and condition of our homes, with responsibility for functions and services including asset management, investment in homes and repairs, as well as health, safety and compliance.
Tim’s new role is to support Chris Harris, ensuring that resident feedback and performance drive improvements to our responsive and planned maintenance services for residents.
Rebekah will lead our approach to how we collect and use data about our homes and assets to ensure that we have a robust understanding of the condition of homes and an effective plan to maintain and improve homes and communities.
Lynn will lead the work we have already started to put the resident voice at the centre of decision making. She will oversee our approach to complaint handling, resident engagement and also lead our new first point of contact resident hub.
Jan is responsible for leading our community housing service, including our allocations and lettings approach, ensuring that residents are welcomed and supported in their homes, tackling anti-social behaviour and neighbourhood issues.
Chris Marshall, our Chief Operating Officer, added: “Railway is on an exciting journey to transform our resident experience and we are delighted that four new leaders of such high calibre have joined us, and with Tim’s promotion, we’ve been in a position to develop our in-house talent, to complete our new operational management team.
“They bring a tremendous wealth of experience and knowledge to Railway, along with an absolute passion to deliver the best possible homes and services for our residents.
“We’ve listened to our residents and the new roles are testament to our commitment to improving our approach to repairs and how we invest in residents’ homes, customer service, complaint handling and how we ensure we listen to and act upon feedback.”
