With over 30 years of leadership experience in customer service organisations from banking, telecomms and social housing, Susan is passionate about ensuring that customers’ voices shape the services they receive and that communities are places where people feel safe, supported, and proud to live.

 At Gentoo, Susan leads on customer engagement, service transformation, housing and community, HR, marketing and communications. She has overseen the introduction of new housing models that bring services closer to customers, improving accessibility and building stronger relationships between customers and colleagues. She also champions tenant satisfaction measures, ensuring that the organisation is accountable and responsive to the needs of its communities.

Susan believes that great homes are only the starting point – thriving communities are created through trust, partnership, and a shared vision for the future.