Dr. Debbie Hay

Debbie has extensive experience as a consultant supporting organisations to improve, meet regulatory requirements and become more customer focused and efficient. She has served on national advisory groups on issues relating to governance, customer care and involvement. She has used her experience to develop a number of successful resident inspector teams and scrutiny groups across the country.

She has also supported organisations through change management, gap analysis, coaching, policy/strategy development and regulatory compliance with a focus on supporting staff and residents to be business critical and customer focussed. She is often brought in as a ‘fixer’ when structures and teams fail. She is an experienced trainer facilitator and conference speaker.

Key successes include:

•    Broad experience of housing practice through supporting many organisations to gain 2 and 3 stars inspection results between 2002 and 2010.  Latterly undertaking focussed service reviews and organisation wide health checks.
•    Developing activity based involvement that makes a difference and creating a range of tools and methodologies for resident inspector groups and scrutiny groups to use.
•    Developing a wide range of training courses and briefings for staff, customers, councillors and board members to enable implementation of new policy directives, organisational and governance changes.
•    Developing courses for national training agencies on a range of subjects including complaints, customer service, service user involvement, housing management, service review and value for money.
•    Coaching and supporting senior teams and staff  through change  and working with dysfunctional teams, groups and committees to change behaviour
•    Strategic oversight as a Board member of a national housing association 2000- 2010 and 2015 – Sanctuary and Guinness.
•    PhD in Tenant involvement in the organisational structure of housing associations 2000- 2009 at Exeter University