Paul Coates

Appointed

March 2024

Member of

• Executive Committee
• Risk and Compliance Forum
• Investment Forum
• Customer Forum (Chair)

Responsibilities

Overall responsibility and accountability for the end-to-end customer experience, as well as compliance with The Consumer Standard (effective 1 April 2024).   

Career

Paul has a wealth of experience managing customer service delivery and complex transformation programmes in a regulated environment. Paul joined Merlin Housing Society as Director of Housing and Communities, becoming Executive Director of Transformation and Compliance at Bromford in 2018, before being appointed as our Chief Customer Officer in March 2024. During his time at Bromford Paul has spearheaded and overseen the implementation of Microsoft Dynamics 365, as well as implementing broader business change solutions.  

Prior to joining Bromford he was Director of Operations at Homes in Sedgemoor and Managing Director at One Housing Group. Paul has previously held Board positions at other housing focussed organisations helping to shape and direct the transformation of child and family services and regeneration programmes.