A newly created role at SHA, the CSD manager is an appointment of strategic significance to the Association, as it sets out to create a new CSD and business support unit. The creation of these new teams aims to enable the organisation to take full advantage on the opportunities presented by ongoing digital transformation efforts and deliver a best-in-class experience to SHA’s customers and communities.

Excited about the new challenge, Ms Keenan, who at SSE managed a customer service team of over 100, providing a wide variety of energy and associated services to over six million customers throughout the UK, said: “I am very excited to join SHA at such an exciting and transformational time. Our aim within the CSD and BSU will be to delight our customers by delivering an outstanding customer experience, through whichever method best suits their needs.

“Our customers and our people will be at the heart of everything we do and I am sure we can strengthen the Association’s existing relationships and reputation.”

Over the course of the next year, SHA customers can expect positive changes to the choices available to them in accessing the Association’s services.

Patrick McGrath, director at SHA, said: “With the investments we are making in digital technology, combined with our new approach to customer service, we will be able to offer our customers and communities more and better options to engage with us than ever before. Whether they prefer to communicate digitally or via more traditional methods, our customers will find it easier and more convenient to access the information and services they need.

“Dianne brings over a decade of experience in managing customer service in the private sector, and we aim to marry this wealth of knowledge with the strengths of the voluntary community-based housing sector. We’ve already started and will continue to consult with our customers as we make these changes, to ensure that they are co-created and fit for purpose.”