Irene’s career history has predominately focused on promoting successful working relationships been landlords and their tenants. She has extensive experience of developing strategies that place residents at the heart of service delivery in partnership with their landlords. She has a keen interest in continuous improvement and has experience of working with social landlords, and their residents, driving efficiency savings whilst improving standards and performance.
Irene developed and implemented performance management frameworks for linking business and service improvement; Prepared an RP for Audit Commission inspection; Managed short notice inspections and developed subsequent improvement plans; Developed and implemented numerous resident participation strategies and scrutiny arrangements; Undertaken customer satisfaction surveys; Delivered end to end Board recruitment and training/induction procedures; Provided independent advice to residents setting up Tenant Management Organisations.
She is considerable non-executive experience and is currently a Board member of Sapphire Independent Housing, and a member of the Customer Experience Committee of Catalyst Housing. She chairs the Complaints Panel of Octavia Housing, and is a Trustee of the Tenants and Residents Association of England (TAROE Trust).
Irene was awarded the MBE in 2015 for services to tenant and resident rights.
Irene has worked extensively with Campbell Tickell over the past eight years undertaking a diverse range of assignments covering:
- Residents Participation/ Reviewing and transformation of resident engagement structures;
- Scrutiny/ Setting up and supporting frameworks for resident scrutiny;
- Governance / Recruitment and training of new Board Members
- Training/ Capacity, skills and knowledge building
- Customer experience/ Undertaking customer satisfaction surveys/running customer focus groups