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Chief customer officer at Clarion to step down after 35-year career
The chief customer officer at the UK’s largest landlord has announced her intention to leave the sector, so she can prioritise her family and travel more.
Michelle Reynolds is expected to leave Clarion in late summer after a transitory hand-over period with her successor.
Ms Reynolds began her career in social housing as a housing assistant before working her way up through roles at William Sutton Housing Association, completing her MSc, and eventually becoming an executive director at Affinity Sutton.
She remained at this association as part of the group executive team through its merger with Circle Housing to form Clarion Housing Group in 2016.
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As chief customer officer at Clarion, Ms Reynolds has been praised by the landlord for putting residents at the heart of the organisation, representing their voice and continuously improving the customer experience.
Most recently, she led the housing teams through Clarion’s ‘Connect’ transformation programme. This saw a complete review of the association’s operating model, processes and systems to improve homes and begin the creation of more neighbourhood-based services to meet the ever-evolving needs of residents.
Ms Reynolds said: “It has been an absolute honour to lead Clarion’s customer teams and Clarion Futures, and serve our residents. I know that I will leave Clarion at a point of strength. There is still much to do to further enhance the customer experience, and my successor now has a strong platform to embark on the next phase of the delivery of our customer strategy.
“I have met so many inspiring people during my career in social housing, from housing officers making a difference to our residents’ lives every day, to partners working with us in our communities, to the teams you don’t see behind the scenes, who help us deliver on our mission to provide homes to those who need them most.”
Clare Miller, group chief executive at Clarion, described Ms Reynolds as “a loyal and trusted colleague and will be missed so much by us all”.
Ms Miller added: “She has made the decision to move into the next phase of her life, prioritise herself and her family, and goes with our very best wishes.
“Michelle has been a passionate advocate for our residents and our sector. She will be deeply missed by Clarion, but I want to take this opportunity to celebrate the contribution she has made dedicating over 35 years and navigating us through some of the most challenging operating conditions we have ever faced.
“It is of course only right that she puts her family first and has time to pursue some of her other passions. I wish her all the very best for the future.”
In other appointment news this month, a large housing association based in the North East appointed a new director of people.
Plus, a provider started by a confectionary giant welcomed four new members to its board.
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