L&Q hires new executive group director of customer services

L&Q has announced the appointment of Sharon Burns to the role of executive group director, customer services.

Burns, currently customer service and revenue director at the 110,000-home landlord, will take up the new role in the new year.

She succeeds Matt Foreman, who is taking up the position of chief customer officer at Manchester-based Great Places Housing Group.

Burns has more than 30 years experience in the housing sector and has led director roles in customer service and housing management at L&Q and before that at Trafford Housing Trust, which merged with L&Q in in 2019.

Fiona Fletcher-Smith, chief executive at L&Q, said: “I’m absolutely delighted to welcome Sharon to the executive group.

”She has already been at the forefront of major customer service improvements at L&Q, such as a return to a more localised, patch-based housing management structure, and reducing our outstanding complaints by over 2,000.”

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“In her new role she will lead strategic priorities, including service design work to ensure that our housing managers are able to focus on the things that matter most to residents, improving the effectiveness of our complaint management approach, and addressing key areas highlighted by our recent regulatory inspection, such as the way we deal with anti-social behaviour.”