Gill Mooney

As Head of Customer and Community Engagement providing strategic leadership to ensure resident voices are embedded at the heart of organisational decision‑making, service design and governance.

I lead the development and delivery of a customer and community engagement framework that enables diverse customers to influence performance, priorities and continuous improvement.

I work closely with senior leaders and the Board to strengthen transparency, regulatory compliance and assurance, including supporting customer scrutiny, building safety engagement and service improvement planning. I routinely prepare and present reports to Leadership Team and Board, translating customer insight, performance data and risk into clear evidence to support informed decision making.

The role has significant governance and accountability responsibilities, including compliance with consumer regulation, data protection, financial controls and procurement requirements, and operating within Board's agreed risk appetite. I also manage budgets, develop business cases and resource proposals, and ensure value for money in engagement activity.

Alongside this, I lead and develop a multidisciplinary team, champion equality, diversity, inclusion and belonging, and build strong partnerships with communities, stakeholders and external organisations to improve outcomes for customers and neighbourhoods.

In my previous role as Governance and Regulation Manager, I provided oversight of board and committee effectiveness, regulatory compliance and organisational assurance. I was responsible for:

• Overseeing the board and committee member appraisal framework
• Producing regular governance update reports and attending board and committee meetings to support effective decision making and accountability.
• Overseeing and managing the organisation's complaints function in line with the Housing Ombudsman's Complaint Handling Code.
• Developing new policies and procedures to promote a positive, learning‑focused complaint handling culture and to ensure processes were compliant, transparent and customer‑centred.
• Providing regular assurance reporting to senior leaders and the Board
• Monitored performance trends, identified systemic issues and ensured learning from complaints was embedded to drive service improvement and reduce organisational risk.
• Ensuring compliance with consumer regulation, and governance standards,

Alongside this, I played a central role in supporting strategic customer engagement within governance structures, ensuring customer insight and lived experience informed strategy, service priorities and performance management. This included supporting customer representatives to contribute effectively and providing the Board with clear evidence of impact, engagement outcomes and areas of risk.

As Customer Involvement Manager, I led the development and delivery of customer involvement and engagement activity across the organisation, working collaboratively with colleagues at all levels to ensure customer insight informed service design, delivery and improvement.

I worked closely with teams across housing management, customer services, assets and corporate services to embed customer involvement into day‑to‑day practice and strategic decision‑making. This included supporting colleagues to understand and use customer feedback, scrutiny and lived experience to improve outcomes and strengthen accountability.

A key responsibility of the role was leading on the organisation's Customer Service Excellence (CSE) accreditation, including coordinating annual assessments, evidencing compliance and driving continuous improvement. I successfully oversaw the achievement and retention of the Customer Service Excellence standard each year, using assessment feedback to identify strengths, address gaps and promote a culture of high‑quality, customer‑focused service delivery.

I also supported and developed customer representatives, ensuring they were able to engage confidently and effectively, and that their involvement added meaningful value. Through this role, I helped strengthen partnership working between customers and the organisation, improving trust, transparency and service performance.

As a Housing Officer, I managed a designated patch of properties, delivering a comprehensive, customer‑focused housing management service. I was responsible for tenancy management, neighbourhood management and estate issues, working directly with residents to resolve concerns, sustain tenancies and improve community outcomes.

I handled a wide range of complex and sensitive cases, including tenancy breaches, anti‑social behaviour, vulnerability and safeguarding, working in partnership with internal teams and external agencies to manage risk and achieve sustainable solutions. I played a key role in complaints resolution at frontline level, ensuring issues were addressed promptly, fairly and in line with policy and regulatory expectations.

The role required strong communication, judgement and resilience, balancing organisational priorities with individual customer needs. Through this experience, I developed a sound understanding of social housing regulation, customer expectations and the importance of clear governance, accountability and learning from customer feedback, foundations that informed my later roles in customer involvement and governance.

As a Neighbourhood Officer, I was responsible for delivering effective neighbourhood and housing management services, with a strong focus on supporting vulnerable customers and managing homelessness‑related cases. I worked closely with individuals at risk of homelessness, providing practical support, early intervention and signposting to sustain accommodation wherever possible.

I managed homeless presentations and temporary accommodation cases, working in partnership with local authorities, support agencies and internal teams to assess need, manage risk and secure appropriate housing outcomes. This included balancing statutory requirements with person‑centred support, while maintaining clear records and compliance with policy and legal frameworks.

The role involved managing complex tenancy and neighbourhood issues, including anti‑social behaviour, vulnerability, safeguarding and tenancy enforcement. I built strong local relationships with customers, partners and community organisations to resolve issues collaboratively and improve neighbourhood stability.

Through this role, I developed strong skills in case management, partnership working and decision‑making under pressure, alongside a deep understanding of homelessness legislation, housing management practice and the critical importance of customer‑focused, accountable service delivery.

In a range of administrative and customer‑facing housing roles, I developed a strong foundation in social housing operations, customer service and regulatory compliance.

As Arrears Officer, I supported rent collection and income management, working with tenants to address rent arrears through early intervention, negotiation and support referrals. I maintained accurate records, monitored payment plans and contributed to tenancy sustainment while balancing financial control with a customer‑focused approach.

In my role as Repairs and Maintenance Officer, I coordinated responsive and planned repairs, liaising with contractors, surveyors and internal teams to ensure works were completed efficiently, safely and in line with service standards. I handled customer enquiries, complaints and follow‑up, ensuring clear communication and resolution while monitoring performance and compliance.

As a Customer Service Officer within housing, I was the first point of contact for tenants and partners, dealing with a wide range of enquiries relating to tenancies, repairs, estates and complaints. I provided accurate advice, resolved issues at first point where possible and escalated complex cases appropriately, consistently delivering a high standard of customer service.

These roles provided me with a detailed, end to end understanding of housing services, customer expectations and operational risk, and equipped me with strong administrative, communication and problem solving skills that have informed my progression into neighbourhood management, customer involvement and governance leadership roles.