Kate Roberts

Kate advises and supports Boards and Executive teams with all aspects of governance and regulatory compliance, including the recently revised Consumer Standards.

Expertise

Customer experience, governance, consumer regulation, strategy development, customer engagement, process mapping, customer journey mapping, organisational culture development, customer voice.

About Kate

Kate’s recent experience includes working with the Department of Levelling Up to develop and deliver the Social Housing White Paper Baseline survey and the Social Housing Professionalisation Review. Kate is regarded as one of the sector’s leading experts on the Regulator of Social Housing’s Tenant Satisfaction Measures. Kate was a lead director on the evaluation of the In-Depth Assessment process commissioned by the Regulator of Social Housing. Kate has supported many housing providers in the design and delivery of their corporate strategies, as well as developing and embedding a strong customer voice culture.

Kate has worked in the housing sector for over 15 years in variety of roles including front-line housing management, business intelligence, strategy, policy and research. This experience and knowledge means she has a clear understanding of the challenges housing providers manage at both operational and strategic levels. She regularly advises housing executive teams on how to engage their customers and staff to shape their strategic direction through co-creation.

Background

• IFF Research – Associate Director, Housing
• Peabody – Customer Insight Manager, Strategy & Research Analyst
• Cobalt Housing – Performance and Policy
• First Choice Homes Oldham – Business Intelligence, Neighbourhood Management, Repairs.

Relevant articles

https://www.gov.uk/government/publications/evaluation-of-rshs-in-depth-assessment-process

Fun Facts

Kate is a Thalassophile (loves the sea) and is saving up to train for her Skippers licence. When on land she loves playing golf, cooking and clay shooting. She is also mum / servant to 3 cats – Kevin, Loki and Sausage.