Holly Paterson

Holly is a service design consultant with over 12 years’ experience helping social housing organisations redesign services around residents’ needs. She specialises in co-creation, resident involvement and engagement, bringing residents, frontline staff and senior leaders together to shape practical service improvements.

Holly has designed and facilitated programmes across complaints, repairs, allocations and building safety, using research and lived experience to understand what residents actually need. Her approach includes ethnographic research, in-home interviews, co-design workshops and participatory design.

Working with organisations of all sizes, Holly also partners with Tpas on resident engagement and building safety. She coaches and trains housing professionals, helping organisations build lasting internal capability and keep resident voice central.