With over 25 years’ experience working in the housing sector, I have a passion for advocating on behalf of customers. I have led a number of teams to deliver high quality front line customer services including involving residents in decision making processes and developing housing strategies. The Customer Scrutiny Panel I developed at East Thames has been recognised as an example of best practice in customer involvement by the Tenant Participation Advisory Service (Tpas). I have recently implemented a LEAN complaints process that puts the customer at the heart. Through a radical overhaul that replaced deadlines with customer satisfaction measures and introduced a bespoke ‘Licence to Resolve’ training programme, complaints at East Thames have decreased, customer satisfaction improved and costs in administering complaints fallen. Our proactive complaint handling process won the 2017 UK Complaint Handling Award for the not for profit and charity sector.