Director of Customer Experience champions online customer portal

Bield is spearheading the roll-out of its tenants’ first technology strategy.

Tracey Howatt, who has amassed an impressive 35 years of service with Bield, took up the role of Director of Customer Experience in January 2022 and will be responsible for transforming how their 5000+ tenants access and interact with their specialist services across Scotland.

Drawing on her vast experience across the organisation’s portfolio, Tracey will also play a vital role in the establishment and implementation of an innovative online portal.  The portal will allow tenants to access a variety of Bield services and communicate with staff using their laptop, PC, smartphone or tablet.

Tracey said: “The new portal will give tenants improved access to our services online.  They will be able to use the portal at a time that suits them for a variety of purposes including making rent payments and accessing repair information. 

“Tenants will also be able to exchange calls and messages with staff so we can stay connected and keep up-to-date with their needs.”

The promotion in January was the culmination of 35 years’ experience for Tracey who first joined Bield as a trainee in 1986. 

She said: “I’ve been very lucky to have had the opportunity to work with great teams and help to deliver many important projects during my time at Bield; all of which has enabled me to grow throughout the company over the years. 

“To have been promoted to this role at such a brilliant company is a real honour.  I’ve been at Bield for 35 years but every day brings something new – it’s kept me motivated to continue to develop my career, progress through the business and improve the lives of Bield tenants.”

Bield aim to develop and launch the portal over the next 12 months, with Tracey and the rest of the team working closely with tenants to ensure it is tailored for all.

Dr. Lynne Douglas, Chief Executive, said: “Tracey has been an indispensable member of the Bield team for years and it is no surprise that she has risen through the ranks and is continuing to innovate and add priceless value to the company. 

“The new tenant portal is a really important project for Tracey and the rest of the Bield team.  We hope that our customers welcome the convenience and flexibility it offers and that it improves tenants’ experience of engaging with our services.”

Bield is a registered charity dedicated to providing flexible housing solutions and support for older people. 

Bield Housing and Care has around 180 developments across Scotland, providing independent living for those over 50 years old around the country.

To find out more about Bield, visit https://www.bield.co.uk/housing-and-other-services or follow on Facebook @bieldhousingandcare and Twitter @BieldScotland