Serena Heathcote is Chief Customer Officer at Thirteen Group, leading the organisation’s approach to customer experience, services and engagement.
She is responsible for making sure customer voices shape how services are designed and delivered, with a strong focus on trust, fairness and getting things right first time.
Serena has extensive experience in regulated environments including financial services, energy, and social housing.
She leads our customer experience, repairs, property compliance, housing, and specialist housing functions as well as our strategy for housing management, tenancy support, and community resilience.