Aster Group further strengthens property service team with senior appointment

Louise Palese has joined Aster Group as its new Property Service Director. The appointment comes at a time when the housing association is focused on modernising its services and delivering significant investment in its customer and repair services.

Louise joins from Orbit, where she was Director of Customer Operations, overseeing the provision of customer services operation. She brings a wealth of experience in delivering business transformation in both the public and private sectors, having previously held senior roles within the NHS and local government services.

Following a year of record investment (£106m) in its homes, Louise will spearhead Aster’s ambitions to bolster its repair and maintenance programme. The Group, which has homes across the south of England and London, remains committed to delivering reactive repairs through its own in-house team. Key to Louise’s remit will be managing relationships with Aster’s supply chain partners and overseeing the development and implementation of a long-term repairs plan. With the customer experience at the heart of an efficient and effective target operating model, Louise plans to place the focus on the customer experience.

Louise Palese said: “I always put myself in customers’ shoes and consider how they feel when they receive a service from us. Our primary responsibility is to make sure we’re meeting their needs first time and in a timely manner. It’s impossible to achieve this with a blanket approach: every customer is different, and only by putting ourselves in their position can we truly understand their needs. But at Aster, the beauty of having a direct labour organisation (DLO) approach to repairs means it’s in our gift to improve and shape a service that adapts to our customers’ needs while also learning from instances where we haven’t quite got it right.

“It’s clear that Aster recognises this and is taking huge steps to engage with customers to continually learn and improve. I’m really excited to be part of this drive to make even more positive change so that customers are ultimately not just satisfied but delighted with our service.

“I was really drawn to Aster as an inclusive employer and can see how this welcoming of diversity of thought and influence is translating into better engaging with our customers across the south of England and London.”

Louise will report to Chief Operating and Technology Officer Emma O’Shea.

Emma said: “We know from our customers that maintenance and repairs are the most important service we deliver for them. It’s critical that we make sure our offer is responsive to their needs and that we place their experiences and requirements at the heart of everything we do.

“Louise brings outstanding experience and her appointment demonstrates our ongoing dedication to prioritising  customer voice in this way as we continue to channel investment into delivering the best possible experience.”  

In Aster’s latest financial statements, the Group increased turnover to £314m with pre-tax profit at £41m following a continued and all-time-high investment in its homes.

Louise’s appointment follows the promotion of Andy Isted to the Group’s Transformation, Data and Technology Director and Felicity Newman’s appointment to Operational Strategy Director.