Housing association unveils new senior team

Darlington-based landlord Railway Housing Association has introduced a new operational management team to strengthen its property and customer services, ensuring residents receive top-tier homes and support.

Led by chief operating officer Chris Marshall, the team includes five newly appointed leaders: Chris Harris as head of property; Tim Smalley as maintenance delivery manager; Rebekah Kent as asset planning lead; Lynn Fromme as resident experience manager; and Jan Welsh as community housing manager.

The team was created in response to resident feedback, complaint handling and tenant satisfaction measures, aiming to place the resident voice at the core of the association's operations.

Chris Harris will oversee asset management, home investment, and repairs, while Tim Smalley focuses on driving performance and resident satisfaction within maintenance services.

Rebekah Kent will lead data collection and planning to ensure homes are well-maintained and improved, while Lynn Fromme will champion resident engagement and enhance complaint handling and first point of contact services.

Additionally, Jan Welsh will manage community housing services, ensuring smooth allocations, addressing anti-social behaviour and supporting residents in their homes.

The new leadership reflects Railway Housing Association’s commitment to delivering innovative and resident-focused services across its communities.

Chris said: “Railway is on an exciting journey to transform our resident experience and we are delighted that four new leaders of such high calibre have joined us, and with Tim’s promotion, we’ve been in a position to develop our in-house talent, to complete our new operational management team.  

“They bring a tremendous wealth of experience and knowledge to Railway, along with an absolute passion to deliver the best possible homes and services for our residents.  

“We’ve listened to our residents and the new roles are testament to our commitment to improving our approach to repairs and how we invest in residents’ homes, customer service, complaint handling and how we ensure we listen to and act upon feedback.”

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