Katherine Buxton
Warwickshire
Summary
Accomplished professional with expertise in regulatory governance and consumer regulation. Proven track record in enhancing tenant satisfaction and ensuring compliance with housing standards. Proficient in workforce competence, financial oversight, and risk management, contributing to organizational success through strategic initiatives.
Overview
12
12
years of professional experience
Work history
Director of Housing Services
Orbit Group
Coventry, Warwickshire
01.2024 - 12.2025
- Leads Customer Care (contact center), Housing Services, Income Collection & Advisory, Lettings, Tenancy Services and Service Charges.
- Highlights:
- Developed Housing Services Strategy 2025–2030.
- Strengthened SHRA, TSM, Consumer Standards, and Ombudsman Code readiness.
- Oversaw service charge transparency improvements.
- Led omnichannel service and predictive CRM roadmap.
- Enhanced governance insight and CESD Board reporting.
Head of Housing Operations
Orbit Group
Coventry, Warwickshire
01.2022 - 01.2024
- Led Customer Services, Lettings, Tenancy Services, Income, Complaints and Advisory operations.
- Highlights:
- Designed and launched the Customer Care Centre and multiskilled operating model.
- Improved satisfaction, reduced failure demand, strengthened reasonable adjustment (vulnerability) pathways.
- Improved complaint-handling and organisational learning.
Housing Services Manager
Orbit Group
01.2014 - 01.2022
- Led Income collection, Tenancy Sustainment, Enforcement, and Customer Support.
- Highlights:
- Delivered upper quartile arrears performance.
- Improved processes through Lean methodology and insight.
- Strengthened performance, compliance, and customer outcomes.
Education
Personal Development
Skills
- Regulatory governance expertise
- Proactive consumer regulation
- Tenant satisfaction measures
- Resident engagement and accountability
- Workforce competence standards
- Housing conditions compliance
- Financial oversight and risk management
INTERESTS
Wellbeing, walking and Scuba diving instructor
Affiliations
- Wellbeing, Walking & Scuba Diving Instructor
VALUES & LEADERSHIP STYLE
Authentic, reflective, compassionate, grounded, and committed to fairness, dignity, and doing the right thing for customers.
BOARD & COMMITTEE EXPERIENCE
- Attendee: Customer Experience & Service Delivery Board Committee
- Contributor to Executive Team forums and governance discussions
- Oversees compliance, risk, customer insight, performance, and assurance reporting
Timeline
Director of Housing Services
Orbit Group
01.2024 - 12.2025
Head of Housing Operations
Orbit Group
01.2022 - 01.2024
Housing Services Manager
Orbit Group
01.2014 - 01.2022
Personal Development