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Bali Kaur Nahal is an outstanding values-led leader whose career in housing has been defined by integrity, courage and an unwavering commitment to amplifying residents’ voices. 
 
In her role as assistant director of customer services at 4,700-home Estuary Housing Association, Bali transformed the organisation’s approach to customer experience, service delivery and meaningful resident engagement. Under her leadership, customer satisfaction increased by around 10%, supported by initiatives that strengthened fairness, transparency and responsiveness. Bali is now bringing these skills and experience to Delta, helping improve services for a larger group of customers. 
 
Bali leads a diverse portfolio of high-pressure services, and across the board she has created a culture in which people feel trusted, supported and empowered. She is deeply committed to developing women and emerging leaders, offering mentoring, coaching and sector guidance as a Chartered Institute of Housing mentor and mental health first aider. Bali works broadly across the sector, in a variety of working groups and board roles, continuously sharing learning.  
 
Driven by a passion for purposeful change, Bali has led major service transformation rooted in lived experience and customer voice. Her empathy, strategic insight and authentic leadership have had a profound impact on individuals, organisations and communities, making her a powerful ambassador for women in housing.

The judges said:

“Bali sounds like the epitome of an inspirational housing professional. The increase in customer satisfaction by 10% is impressive and I particularly like how she is such an advocate for developing women and leaders”