Rachel McFarlane

Rachel McFarlane is the Executive Director of Customer Experience at Golding Homes, a housing provider based in Maidstone, UK.12 She joined the organization in June 2023, taking on this newly created role as part of Golding Homes' executive team.12

Professional Background

Rachel brings extensive experience in the housing sector to her position at Golding Homes:

• Prior to joining Golding Homes, she served as the Director of Customers at Paradigm Housing Association.1
• She has over 17 years of experience in senior strategic and operational roles within the housing sector.2
• Her expertise spans customer service, housing management, and contract management for repairs and maintenance.2

Responsibilities at Golding Homes

In her role as Executive Director of Customer Experience, Rachel is responsible for:

• Leading a wide range of operational services, including repairs, housing management, commercial operations, customer engagement, and community investment.2
• Ensuring compliance with consumer regulations.2
• Engaging with customers to improve services.2

Personal Attributes

Rachel is described as passionate about:

• The role of social housing in delivering excellent services.1
• Contributing positively to neighborhoods and customers' lives.1
• Engaging with customers to improve services.2

Additionally, Rachel serves as a trustee for a homeless charity in St Albans, demonstrating her commitment to addressing housing-related issues beyond her professional role.2