We’re delighted to announce Gary Hardy as our permanent Chief Customer Officer.
Gary will lead the vision for how we engage with our diverse customer base, shaping the future of customer experience across our organisation. His remit includes driving excellence in housing and neighbourhood management, arrears and lettings, estates, quality assurance, customer engagement, and complaints handling.
Gary has been acting as interim Chief Customer Officer since April 2025, following his role as Programme Director. He originally joined us in 2024 from Midland Heart, where he served as Director of Housing, overseeing income management, allocations, and housing management.
Ruth Cooke, our Chief Executive, said: “I would like to extend congratulations and a warm welcome to Gary Hardy, who has been appointed permanently to the role of Chief Customer Officer. Gary was the standout candidate in a really strong field and will lead on our work to transform customer experience.”
Commenting on his appointment, Gary said: “I’m thrilled to take on this role permanently. Our mission is to put customers at the heart of everything we do, and I’m committed to building a culture that champions customers needs while driving innovation and excellence. Together, we’ll create meaningful change and impact, delivering services that truly make a difference.”