At just 31, Natalie Robinson is a solicitor, lecturer, shared ownership customer, Nottingham Community Housing Association (NCHA) board member, customer committee member and former chair of the scrutiny panel.

Motivated by her upbringing and strong moral compass, Natalie volunteered to chair NCHA’s new scrutiny panel in 2021. She chaired the panel’s first investigation into complaints-handling, and her leadership reshaped NCHA’s approach to complaints, contributing to improved resolution times and rising customer satisfaction. In 2023 she joined NCHA’s board.

As a board member, Natalie brings a powerful customer voice to every conversation. Described as a natural leader with authenticity and impact, she is widely respected across the organisation. Natalie is also active on NCHA’s equity, diversity and inclusion panel and appeared on NCHA’s televised colleague conference, championing engagement and customer co-design. Her commitment is rooted in experience: “I know what it’s like to run out of money on the electric meter, feel hunger,” Natalie says. “My volunteering comes from a deep place.”

The judges said:

“Natalie is an outstanding board member with a deep commitment to customer advocacy, diversity and governance. Her journey from scrutiny panel to NCHA’s boardroom is a testament to her dedication and leadership”