Stonewater strengthens customer experience team
Leading housing provider Stonewater has announced the promotions of two customer experience directors to its management team.
The organisation has appointed Dave Lockerman as its new Director of Housing Operations and Isabel Varey as Director of Housing Service Development.
Stonewater has made several significant changes across the business to modernise its services with the aim of meeting the expectations of customers, maximising efficiency and being a great place to work.
Subsequently, Stonewater reported last year that it was able to not just meet, but surpass, pre-set targets against a backdrop of national upheaval and uncertainty – continuing to deliver first-class customer service.
Moving forward, Dave and Isabel will look to further enhance the design and delivery of Stonewater’s services to support the needs of existing and future customers, in line with the housing association’s customer promise.
Executive Director of Customer Experience at Stonewater, Sue Shirt, said: “The last couple of years have been challenging for everyone and as a business, we’ve been really conscious of making the right changes for our customers and their needs to ease the pressures of an already difficult time.
“Whilst I’m proud of what we’ve already been able to achieve in customer experience, we have no intention of standing still. We have a responsibility to be innovative in our approach to design services that meet the increasingly sophisticated needs of our customers. I’m confident that both Dave and Isabel have not only the skills, but also the ambition and vision to drive Stonewater forward.
“After an extensive recruitment process, that also considered some really excellent external candidates, it is always refreshing to see existing colleagues naturally emerge as our next senior leaders. I’m really looking forward to seeing the impact they both have in their new roles and what more we can do together. Congratulations to them both!”
Stonewater’s latest recruitment drive followed the announcement that it’s former Housing Operations Director, Guy Stenson, would be joining Gloucester City Homes as its new Chief Executive this month.
Supporting more than 76,000 customers across England, Stonewater made the strategic decision to create an additional director role to reflect its ongoing commitment to putting customers first.
Sue added: “I am proud of the difference Guy has made at Stonewater during his time with us. I know he will be leaving behind a different team than the one he joined, one that is far stronger, more dynamic and has the customer truly at its heart.
“I wish him every success in his new role and know he’ll continue to lead with passion, vision and heart – as he always has.”
Whilst both Dave and Isabel take up their new roles as of today (1 March), Isabel is now on maternity leave and will be returning to the organisation in September.