PA Housing appoints director of customer experience

Paul Pember has been appointed as assistant director of customer experience at PA Housing to head up the organisation’s work around customer services.
Paul Pember

Paul Pember has been appointed as assistant director of customer experience at PA Housing to head up the organisation’s work around customer services.

Prior to joining the 23,000-home housing association, Pember built a reputation for leading the development and implementation of organisations’ customer experience strategies through his own consultancy, CX score, and also working in-house in at Southern Housing Group, where he was head of customer experience; and Camden Council, where he was head of customer and registration services. PA Housing owns and manages homes in the Midlands, London and South-East, and Pember introducing and overseeing actions that will ensure residents across its communities feel valued and listened to.

Dilip Kavi, chief executive of PA Housing said: “With Paul’s vast experience in customer services, we have no doubt that he will implement the right changes within PA to drive positive change for the benefit of both our employees and customers. We want to ensure PA Housing is best positioned to grow and develop its services without compromising our customer relationships.”

Pember, added: “Throughout my career, I’ve opted to work with organisations with a social purpose, so joining PA Housing felt like a natural next move for me. I want to use this new opportunity to create a working environment that inspires our employees, as without them, we cannot provide the level of customer service we want to achieve. The changes to consumer regulation set out in the government’s Charter for Social Housing Residents: Social Housing White Paper and the regulator of social housing’s proposals for new tenant satisfaction measures make it imperative for housing providers to improve their customers’ experience. At PA, we’re working to embed resident voices within all aspects of our work.”

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