Meet the Board: Claire Williams – supporting the team and seeing our projects come to life

Meet the Board: Claire Williams – supporting the team and seeing our projects come to life

Our Meet the Board series helps our colleagues and customers get to know our Board members.

We will be sharing articles from Board members each month so you can find out about their roles, experiences, who they are, what they do and why it matters.

In our latest edition we caught up with Claire Williams – a member of our main Board and Chair of the Citizen New Homes (Development) Board.

Here’s what Claire had to say:

What’s your background, and how did you become a board member?
I’m a lawyer by profession and have worked on major infrastructure projects – from gas pipelines to high-speed rail to offshore wind. I’ve also worked for government bodies and in the utilities sector – where I’ve been responsible for legal, governance, compliance, internal audit and procurement, so I’ve got a good handle on governance, regulation, operational delivery and how public services operate.

When I saw the opportunity to join the board at Citizen, it just ticked all the boxes – housing and development is something I know and care about, Citizen’s social purpose was fundamental, and I felt I had something useful to offer. I also have strong family connections to Herefordshire and know this and the Worcestershire area very well, so it felt like a meaningful way to contribute to a region I know and care about.

How long have you been on the Board?
I joined in May 2020, right in the middle of the first Covid lockdown – which meant I got to know the organisation and my board colleagues entirely remotely at first. It was a steep learning curve, but it gave me a lot of insight into how Citizen operates in a crisis, and I was really impressed with how well the executive team handled it and the reporting of performance, financial and business information.

What does your role on the Board involve?
On the main Board, I review our performance, provide constructive oversight and challenge and support strategic thinking. As Chair of the Development Board, I work with board members and also with the executive team on our housebuilding schemes and investment decisions.

It’s not just about the day-to-day performance of Citizen – as board, we also have to keep an eye on the bigger long term strategic picture, like how Citizen prepares for the future, manages risk, deals with the transition to net zero and asset management and balances finances with ambition.

What’s the most rewarding part of that?
Contributing to a purpose-led organisation that genuinely cares. Citizen wants to do the right thing by its customers – and for me, helping shape that direction and seeing how it translates into action is incredibly fulfilling.

What do you think Citizen does well?
Citizen has a strong grip on its business intelligence – things like how many repairs are being done, how our customer service team is performing, how safe our homes are, rental receipts and financing etc. That data is critical to making good decisions and ensuring that Citizen is in a robust place for the long term future.

And more than that – Citizen genuinely cares. You see that in how it treats its people, the investments we make, and how we try to improve, not just tick boxes.

What’s something you’re proud of?
I’m proud of the constructive challenge I’ve brought around health and safety – helping strengthen our oversight and processes. And I’m pleased with the role I play in shaping our development work. It’s great to support the team and see our projects come to life.

What do you enjoy outside of work?
I love long-distance walking and cycling – with my husband I’ve cycled the Danube from Germany to Budapest in Hungary) and walked the entire Thames Path. I also enjoy sailing and love discovering new places away from the tourist trail.

And finally – what’s your advice for someone thinking about getting involved?
Don’t rule yourself out. You don’t have to be a governance expert to make a valuable contribution. If you care about housing and want to make a difference, get involved – you’ll learn a lot and your voice really can shape what happens.

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