‘I am passionate about ensuring customers continue to benefit from our services’ – Sue Brooksbank-Taylor is our new Chair of the Board

‘I am passionate about ensuring customers continue to benefit from our services’ – Sue Brooksbank-Taylor is our new Chair of the Board

This year at Citizen we have a new Chair of the Board – Sue Brooksbank-Taylor.

Sue has stepped into the role following Colin Dennis who reached the end of his term of nine years.

Sue is no stranger to Citizen and has been involved in our organisation since the age of 17. This has added to her desire to have a meaningful impact on people’s lives.

The role of Citizen’s Board is to set the strategic direction and ensure we run effectively as an organisation. As chair, Sue will help keep us on track with our purpose to provide homes that are a foundation for life.

Sue said: “I’m both honoured and excited to step into the role of Chair for Citizen, an incredible housing organisation. I’ll be working closely with the Executive Leadership Team (ELT) to ensure that we stay aligned with our mission to provide quality, affordable housing and support to our communities.

“As Chair, my role is to help guide the Board, empower our teams, and keep us focused on our Citizen values. We want to be brave, honest, and ambitious to deliver the very best for our customers.

“Over the next 12 months, my priorities as Chair will focus on driving the continued improvement of our customer experience while ensuring the sustainability of our housing services. I am deeply connected to the sector, having worked in it for 40 years, and I am passionate about ensuring that our customers continue to benefit from the services we provide.

“This year, the priority will be on improving customer satisfaction and increasing our impact in the communities we serve. This is all about providing the best possible service to those who rely on us.”

Sue said the key areas which will be focused on include:

• Regeneration of outdated stock – making sure customers live in high-quality, safe environments
• New builds – expanding our housing stock to meet the growing demand for affordable homes
• Energy efficiency – reducing costs for our customers and supporting environmental sustainability
• Estate pride – fostering pride in our communities by ensuring estates remain well-maintained and secure
• Repairs and service improvement – delivering fast, efficient repair services and maintain high levels of customer satisfaction
• Financial strategy – balancing risk and liquidity to ensure we can meet our goals while remaining financially stable

Sue added: “My career in housing has always been shaped by a deep personal connection to the communities we serve.

“From my early days in housing, as a housing officer, I saw first hand how important it is to build relationships and support people facing challenges. This is something I carry with me every day.

“My role as Chair allows me to bring all the lessons I’ve learned through my lived experience and career in housing to help shape the future of the organisation. Social housing has been more than just a career for me—it’s been a way to make a tangible, lasting difference in people’s lives.

“The role so far has been incredibly rewarding. It’s been an exciting and humbling experience to work with our customers and such dedicated colleagues, all of whom are committed to the same goal of improving the lives of our customers.

“As a team, we’re navigating a challenging time in the sector, with new regulations and the ongoing pressure of funding constraints. But I am proud of how we’ve adapted and remained focused on our social purpose.

“It’s been a privilege to serve in this role, and I am excited about the future. Here’s to a year of connection, growth and collaboration!”

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