Group Board Member

Description

L&Q is one of the UK’s largest housing associations. We are driven by social purpose and long‑term responsibility to residents and communities. We are seeking a Non‑Executive Director who brings deep experience of leading large‑scale, customer‑facing organisations where customer relationships are long-term and trust‑based to strengthen our Group Board.

As a member of the Group Board, you will provide independent challenge and support to the Chair and Executive team, ensuring that resident and customer needs are embedded in our management of strategy, risk, performance and transformation. You will contribute to governance, engage visibly with residents and colleagues, and help steward L&Q’s long‑term mission.

You will have operated at senior executive or non‑executive level within a, large organisation with an operating model comparable in scale and complexity to L&Q. You will also have held end‑to‑end accountability for a customer operating environment, serving a diverse customer base, with many retained over long periods or a even a lifetime. Your background will include:

• Strategic oversight of the full customer journey, including call centres, and complaints handling and resolution functions.
• Senior accountability for national or regional customer operations, balancing service quality, efficiency, compliance and reputation at scale.
• Leadership of IT, data and digital‑enabled change that has reshaped customer journeys, service models and operating structures (you will need to be outcomes‑focused, not a technology expert).

L&Q is a long‑term steward of homes, services and communities, and this appointment will resonate with candidates whose careers have been spent in organisations that maintain enduring relationships with their customers. Our residents’ needs change over time, and we are seeking a Non‑Executive Director who understands how organisations design services, govern performance and lead transformation in environments where relationships, responsibility and trust are built over many years. Candidates who have supported or overseen customer‑facing organisations with this sense of ongoing stewardship and societal responsibility are likely to find strong alignment with L&Q’s purpose and values.

While this appointment is initially to the Group Board, it is anticipated that the successful candidate will also be asked to serve on a Board Committee. Committee membership will be determined following appointment, based on an assessment of the individual’s skills, experience and background.

With a new corporate strategy due to launch in March 2026 this is an exciting time to join us and an opportunity to help shape the direction of a purpose‑driven organisation at scale; to strengthen services and outcomes for residents; and to contribute to a Board culture that values diversity, inclusion, accountability and continuous improvement.

For a confidential discussion and details of the timetable and process, please contact Rosie Gunn on 07964 841 007 or Louise Bickley on 07586 715788 or visit our microsite to apply.

L&Q is committed to equality, diversity and inclusion. We warmly encourage applications from candidates of all backgrounds and especially those currently under‑represented at Board level.

Time commitment: The formal time commitment is approximately 2–3 days per month, including Board and briefing meetings. L&Q also encourages Board members to spend time visiting communities and engaging with residents and colleagues on an informal basis, to deepen understanding of the organisation and its impact.

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