Jon leads on a range of issues for CT including Consumer regulation, Customer Voices, Customer Service, Transformation, Operations, Asset Management and Compliance for housing associations and councils.

Jon is driven by his focus on the interactions between people, data and systems in order that strategic intent is translated in to beneficial outcomes for customers. Jon’s approach, honed over 20 years as a consultant, is characterised by enthusiasm, pragmatism and a willingness to ask the awkward questions.

Consumer regulation and Customer Voices – Every organisation has questions about where consumer regulation is headed and what they should be doing now to prepare. CT is busy working with clients to review scrutiny approaches; develop customer voice dashboards and; establish assurance methods and findings across housing services.

Transformation and Strategic Review – CT’s approach to transformation is about building new service models which reimagine customer journeys, reducing cost to serve whilst also improving service accessibility and ensuring that the resident voice is heard. Jon has led reviews of service models and corporate and departmental structures and processes, for organisations such as Birmingham City Council, Flagship Homes, Royal Borough of Greenwich, Thrive Homes, MHS, IDS, Knightstone, One Manchester, and Royal Borough of Kensington and Chelsea These assignments have spanned from a strong focus on place at One Manchester to a more stripped back service at Thrive where staff cost savings of 26% were realised and a comprehensive review of the RBKC’s in-house housing service.

Customer Service and Operations – Jon leads CT’s work to review, quality assure and troubleshoot individual service lines across all of the operational scope covering housing management, leasehold, service charges, rent setting, and customer engagement. Recent examples include: Developing a management agreement and procuring RP’s to deliver housing services for Legal and General Affordable Homes; housing service inspection and reinspection for a large local authority; leasehold review for a medium sized RP; a new rent strategy for a large RP; housing services review for a single homelessness provider and a full policy and procedure review for the housing service of a large London borough.

Asset Management and Compliance – CT work extensively on the asset management and compliance challenges facing housing providers. We are frequently engaged to review options for delivery of day-to-day and/or planned repairs/improvements, recently for Estuary, Origin, jLiving and Habinteg. We undertake reviews relating to Health and Safety and Compliance, recently reviewing Fire Safety for Evolve. And we conduct investigations and troubleshoot underperforming contracts for a range of providers (recently a major investigation for a very large RP).

Resident Voice – CT have a range of techniques we use to engage with residents during delivery of many of our projects. We can run focus groups face-to-face and virtually and create and evaluate online surveys. We worked closely with the Customer Scrutiny Panel of MHS Homes delivering quality assurance reviews, reporting directly in to the CSP and on to the main MHS Board. We recently wrote a new Customer Engagement Strategy for Westward and are currently developing a fit-for-the-future approach for a medium sized RP in the North.

Jon is a Corporate Member of the Chartered Institute of Housing and has 37 years’ experience of social housing, 20 as an interim and consultant.