Team

Board

Howard Morgan

Founder and Managing Director

Board

Louise Freethy

Director and Chief Operating Officer

Board

Sue Flatto

Director

Howard Morgan

Founder and Managing Director

EXPERTISE Howard is one of the UK’s leading specialists in customer experience within the property industry. Prior to founding RealService in 1999, Howard was a director of airport property company BAA Lynton where he created “The Property Challenge”, an award-winning CX strategy to grow the business by treating tenants as valued customers. He is a member of the Royal Institution of Chartered Surveyors and winner of the Property Week RESI Conference Innovation prize. Howard is a judge for the REVO “Achieving Customer Excellence” shopping centre awards, and for the 2019 BCO Awards. He is also a co-founder of Experience Makers, the new network for CX professionals in real estate. He is a regular contributor to industry conferences, seminars and publications.     WHAT I CARE ABOUT Howard takes a keen interest in mentoring young professionals and, in 2015, co-founded the John O’Halloran Initiative to promote mental health and well-being within the property industry. He has recently been appointed a trustee of the mental health charity, JAMI. His other passions are jazz music, hill walking, classic Mercedes cars, cycling and restoring lightweight racing bicycles from the 1950's-80's. He enjoys a challenge and cycled the 960 miles from Land’s End to John O’Groats in 2017 and completed a 12-day trek in Nepal, climbing to an altitude of 19,000 ft in the Annapurna region in 2018. His plan for 2020 was to cycle the 1,600 km length of France from St Malo to Nice but this has been delayed by the Coronavirus pandemic until June 2021.

Louise Freethy

Director and Chief Operating Officer

EXPERTISE Louise has been instrumental in the growth of RealService since joining the company in 2005. While already a director, she was appointed chief operating officer in 2018 and is responsible for the day-to-day running of the business as well as contributing to the company’s business development strategy. She is the director in charge of the RealService’s governance, policies and regulations, for example, the implementation of GDPR. Louise maintains strong relationships with clients and manages both UK-based and pan-European projects. Her aim is to show clients that customer insight is a vital component of the three R’s of real estate – reputation, retention and revenue – and she can advise on the strategy and implementation of customer experience and insight programmes. She has also been key to the launch of the property networking community, Experience Makers, of which RealServiceare founder partners. Louise is experienced at advising, presenting and running workshop/training programmes at boardroom level.   WHAT I CARE ABOUT Away from work, Louise’s competitive spirit is reflected in her love for sport – she is an accomplished golfer, a useful skier and a passionate supporter of the Wales rugby union team.

Sue Flatto

Director

EXPERTISE
Sue is a director of RealService whose work with clients covers the full range of real estate sectors and professional services – everything from city centre shopping centres to coastal windfarms. She is an accomplished trainer and a specialist in customer journey mapping while her research skills have contributed to RealService projects with REVO and the BCO. Sue's first career was in commercial retail management where she learned the importance of investing in people, training and skills to make great customer experiences a reality. She is passionate about helping clients identify how they can deliver positive customer experiences.  

WHAT I CARE ABOUT
Away from the office, Sue’s wider interests include travel, keeping fit, improving her cookery skills and going to the theatre.
Real Service

April Davies

Senior Consultant

Real Service

Claire Middleton

Business Development Executive

Real Service

Danielle Burns

Project Manager & Operations Analyst

Real Service

Dr Danielle Sanderson

Senior Consultant & Adviser

Real Service

Gillian Proctor

Project Manager

Real Service

Jane King

Administrator & Consultant

Real Service

Janet Lipton

Project Manager

Real Service

Lasha Gegidze

Project Manager

Real Service

Ruth Grossman

Operations Executive

Real Service

Sharon Jackson

Project Manager

Real Service

Sophie Hazeu

Project Manager

April Davies

Senior Consultant

EXPERTISE
April’s experience in administration, book-keeping and organisation is put to good use in her various responsibilities at RealService which include conducting occupier research and report writing.

WHAT I CARE ABOUT
Out of the office, April can often be found ‘Nordic walking’ on the Chiltern Hills or cheering on ‘the Hammers’.

Claire Middleton

Business Development Executive

EXPERTISE
Claire came to RealService with a background in sports journalism and lecturing. A sportswriter for the Daily Telegraph she covered the Olympic Games in Sydney and Beijing as well as many other major global events. After moving to Australia, she lectured on a Sport Diploma course and became a media law tutor at Curtin University in Perth. Now back in the UK, she aids the RealService directors around business development, marketing and communications.

WHAT I CARE ABOUT
Outside work, Claire is a keen tennis player and generally a sports fanatic. Despite being in the UK she is still a member of the Nancy Clutter Book Club, in Perth, and enjoys awarding low marks for novels everybody else seems to love.

Danielle Burns

Project Manager & Operations Analyst

EXPERTISE
Danielle worked in market research for over 10 years and is a stats genius. She brings this experience to her project management role at RealService where she has led research for clients in the residential, retail and industrial sectors.

WHAT I CARE ABOUT
In her spare time, Danielle enjoys walking Monty, the family Tibetan terrier, and loves travelling the world, picking new destinations for family adventure holidays.

Dr Danielle Sanderson

Senior Consultant & Adviser

EXPERTISE
Danielle is our first port of call for advice on statistical methods and analysis. She is a Lecturer in Real Estate at University College London having completed a PhD, co-funded by RealService, which explored the link between customer service and property performance. Her research provided evidence of “The Loyalty Bonus” – the improved financial return of 1.9% for companies who improve their customer satisfaction rating by one level on a five-point scale. 

WHAT I CARE ABOUT
When she’s not working with numbers, Danielle’s a mother and an athlete. An experienced long-distance runner, she has represented England and Great Britain 21 times and even set a Women’s Masters world record in 2004.

Gillian Proctor

Project Manager

EXPERTISE
Gillian joined RealService soon after its inception and has put to good use the questioning, listening and analytical skills she learned from her earlier careers in the property industry and as a City solicitor. She now works as a Senior Project Manager with responsibility for day-to-day client contact, adherence to the timeline and ensuring quality control.

WHAT I CARE ABOUT
In her spare time Gillian is an enthusiastic member of two choirs and enjoys a variety of ways to keep fit including skiing, hiking, yoga and netball.

Jane King

Administrator & Consultant

EXPERTISE
A customer service and people-skills focused background in the airline industry puts Jane in a great position to work on scheduling, interviewing, proof-reading and supporting any office needs for RealService. She loves seeing how her contribution helps projects to evolve and targets to be met.

WHAT I CARE ABOUT
When Jane isn’t being kept busy by her four children, she can be found at the local tennis club or enjoying a good historical read. 

Janet Lipton

Project Manager

EXPERTISE
Janet was one of the first associates to join RealService having previously enjoyed roles in editorial development, media research and advertising sales. Her main responsibilities include managing client relationships and co-ordinating large-scale Voice of Customer programmes. She is also a skilled report writer and an engaging presenter.

WHAT I CARE ABOUT
Janet is a keen amateur thespian and baker.

Lasha Gegidze

Project Manager

EXPERTISE
Lasha is RealService’s dashboard genius. His background in pricing and analytics makes him a wizard at data handling and he has developed RealService’s bespoke dashboard, a brilliant visual tool which allows our clients to see all their research results in the same place, in real time. Lasha is proud to be working for a company with such a well-established reputation and provides the highest standard of service to clients.

WHAT I CARE ABOUT
In his spare time, Lasha enjoys playing tennis (he’s a Federer fan!) and reading philosophy.

Ruth Grossman

Operations Executive

EXPERTISE
Ruth uses her PA and administration expertise to complete various duties on the operations side of the business. Whether it's her attention to detail editing and proofing reports and presentations or checking data accuracy, Ruth will turn her hand to anything. She is thoroughly enthusiastic about working in the property industry; real estate is a bit of a family affair with her husband, younger daughter and both brothers-in-law working in the sector.

WHAT I CARE ABOUT
Ruth enjoys her dancing classes and looking after her 'grand-kitty' Dexter, her daughter's cat.

Sharon Jackson

Project Manager

EXPERTISE
Sharon’s career in market research has taken her across Europe as well as to Asia, Australia and the United States. She uses this international experience to conduct and analyse interviews in French and Italian, as well as to oversee European projects.

WHAT I CARE ABOUT
In her spare time, Sharon enjoys cycling and is part of a choir.

Sophie Hazeu

Project Manager

EXPERTISE
Sophie has been involved in managing client relationships and improving customer service for 20 years. Her experience in setting up a customer-first approach within The Dome and Royal Albert Hall, followed by a General Manager role within flexible space and commercial property businesses, enables her to communicate the benefits and rewards of this model to clients. Her consultancy service, delivered through RealService, enables clients to identify areas of success and potential development through the voice of their customers.

WHAT I CARE ABOUT
Outside her consulting work and her parenting responsibilities, Sophie enjoys running and has been helping a friend train for a half-marathon (in which she will NOT be competing)!