We are delighted to announce the appointment of two new client managers, continuing our expansion across the housing sector.
Amanda O’Leary joins Acuity as Client and Communications Manager, bringing twelve years of expertise as Customer Insights Manager at Hertfordshire-based housing provider, B3Living, and further marketing experience working for brands such as Walt Disney, Mattel and Sega.
At B3Living, Amanda also headed up the newly established complaints team, which had previously been service-led. Under Amanda’s leadership, responses to complaints in time increased to 100% and customer satisfaction rose by 30%.
Talking about her new role, Amanda said: “When B3Living became an Acuity client, I was impressed with the team’s undeniable connections, reputation and expertise.
“There is so much opportunity for improved services in the housing sector and real evidence of Acuity helping customer voices be heard by their housing providers.
“I’m looking forward to building relationships with our clients to continue this work.”
Joining Amanda is new Client Manager, Amber Evans, who has more than 10 years’ experience in finance and the housing sector at NewDay Ltd and Places for People, working on customer outcomes and complaints oversight, recommending efficiencies and embedding improvement.
Amber said: “Acuity is growing, and I’m excited to be part of the team’s success as well as increasing my client management experience on a larger scale.
“In my new role, I’m looking forward to combining my knowledge of the importance of insight and research for clients and building stronger links across the housing sector.
“I think the main challenges many clients are facing across the sector include repair speed and communication for customers, and the complexities of TSMs, which are a large focus for our work.”
Amanda and Amber join Acuity at a pivotal time in our growth, with increasing numbers of clients requesting our research and benchmarking services.
Denise Raine, Director at Acuity, added: “Amanda and Amber’s experience will go further in strengthening our client management services at a time when the demand for our specialist knowledge and support continues to grow.
“Our investment in the team reflects our strength in the sector and the need for more in-depth insight for housing providers to deliver best-practice customer satisfaction to residents.”
We are thrilled to welcome Amanda and Amber to our team and look forward to all the exciting improvements ahead for our client management services. Have a question or want to introduce yourself? Feel free to connect with Amanda and Amber on LinkedIn.
Acuity has over 26 years of experience in providing resident satisfaction, TSM surveys, customer research, benchmarking and learning to the social housing sector.
It has over 150 members in its benchmarking network, which are supported by clubs and peer forums, as well as its annual benchmarking conference.
