Since joining RSL in October 2021, Melanie has prioritised visiting RSL Courts to meet the respective Boards of Directors as well as at times enjoy a chat over coffee with owners – owner satisfaction is her number one priority. She admits there are a few Courts still to be visited and many owners to still introduce herself to – but not for long!

However, she is also energetically streamlining and modernising structures, sales and marketing and care provision, introducing more robust procedures, support and higher standards. Melanie has been appointed as a member of RSL’s Board of Directors and is also a Director of the Board of ARCO – the Sector’s governance and regulatory body that ensures Sector standards and promotes advances and reform in the Sector.

CC: What is one of the most common question you get asked by owners when chatting with them?

MG: Probably about protecting the model – will I, or will there be changes in the future? I sincerely answer, one of the reasons I left my previous role and joined RSL was because I was attracted to the business model. What Bob Bessell (Founder and Chairman of RSL) has created is wonderful. I am passionately devoted to protecting his legacy/model. However, close to 40 years on since the business was formed, change to working practice is inevitable – it’s understandable that some modernisation is required and that’s my remit. I got stuck in from day one!

CC: How excited are you for the year ahead?

MG: Oh My Goodness, VERY. Look, the past 10 months have not always been easy but that comes with the job – even change for the better can attract a difference of opinion. However the new look Retirement Security, same model, but with a face lift, has to be seen as a step in the right direction – the continuation of something great. With the support of the RSL Board and my team the priority will continue to be the owners at the courts.

Getting people together from the Courts was a common practice pre lockdown so amongst many other things, we are recommencing the group events which will build relationships and forge the way to sharing of best practice. There is a real focus on streamlining the services to the court managers so every visit from the Service Manager is value adding.

CC: We understand you are very keen to ensure supportive care is available at the Courts

MG: Yes I am, Care is a fundamental part of the model. I appreciate that whilst not every owner requires care support, there are some which do and that’s the point….there if you need it. I will be concentrating on ensuring that the Courts who do offer a regulated care service are doing so at the highest level to enable owners to retain their independence. We are working on an affordable care model that can be cascaded to other Courts if there is an appetite to offer care in the home – so that’s really exciting.

So a busy year ahead – I could go on and on but I won’t or else I’ll have nothing to add for the next Court Circular!