We are transforming ForHousing’s repairs and maintenance service, with the views and experiences of tenants at the heart of a new approach. We are welcoming Jamie McDonald as Executive Director of Customer Experience – Repairs to lead this new focus, and can’t wait for his excellent customer experience strategy to make a positive impact in this important area.
Jamie is a leading practitioner in customer experience strategy and operational service delivery. He has won multiple awards, including leading the winning team for “Best Customer Experience Innovation” in the 2023 National Customer Satisfaction Awards.
His most recent role was as Customer Experience Director at VIVO Defence, where he says he made sure that “customer first” was not just a slogan. As well as VIVO Defence, which oversees 55,000 single person and 29,000 family military homes, Jamie has also worked in other property and facility management focused organisations: Carillion, Equans and Mitie.
Speaking about his appointment, Jamie said: “I am looking forward to getting started and having a positive impact on people’s lives.
“Seeing the way ForHousing puts tenants at the heart of decision-making and how services are delivered has been inspiring, and perfectly aligns with how I think landlords should operate repairs services.
“From day one, I’ll be working with the team to make sure homes are safe and well-maintained, and that services are well run and available to everyone.”
Mike Parkin, ForHousing CEO, added: “Jamie completely embodies our values at ForHousing. He has an impressive track record and will bring fresh thinking on repairs along with knowledge, expertise, and insight.”
