Our board and executive team
Board and executive team
Our governance structure includes a board of non-executive and executive board members. The board provides leadership, direction, support and challenge. Our executive team is responsible for delivering services. You can see our organisation's governance and committee structure chart at the bottom of this page.
We also have an Audit and Assurance Committee which operates on these terms of reference and a People and Culture Committee which operates on these terms of reference.
Compliance with consumer standards
We have joint leads for this responsibility:
- Chief Investment Officer focuses on the safety and quality standard
- Chief Customer and Communities Officer focuses on transparency, influence and accountability, tenancy, and neighbourhood and community.
Customers sit on our scrutiny group to review our services in line with our commitment to co-regulation.
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Louise Jones, Chief Customer and Communities Officer
Louise brings over 15 years’ experience across the housing sector, combining operational knowledge with a strong commitment to excellent customer outcomes. Louise’s career includes a senior leadership role with responsibility for housing services, customer strategy and regulatory performance, consistently driving service improvements grounded in insight and evidence.
With a clear focus on customer service, consumer standards, and resident voice, Louise has led the development of customer‑centred operating models, strengthened compliance with regulatory frameworks, and embedded a culture of accountability and continuous improvement. Louise is particularly focused on using data, insight, and lived experience to inform decision‑making and shape services that respond to the needs of diverse communities.
Back to the list
Louise Jones, Chief Customer and Communities Officer
Louise brings over 15 years’ experience across the housing sector, combining operational knowledge with a strong commitment to excellent customer outcomes. Louise’s career includes a senior leadership role with responsibility for housing services, customer strategy and regulatory performance, consistently driving service improvements grounded in insight and evidence.
With a clear focus on customer service, consumer standards, and resident voice, Louise has led the development of customer‑centred operating models, strengthened compliance with regulatory frameworks, and embedded a culture of accountability and continuous improvement. Louise is particularly focused on using data, insight, and lived experience to inform decision‑making and shape services that respond to the needs of diverse communities.
Our governance and committee structure chart
