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Rebecca joined the Housing Ombudsman Service as the Head of Insight and Development in November 2020. She comes from a complaints handling background. She worked in the police complaints field for over 15 years, starting off assessing complaints cases and managing a team of case handlers, before moving into leading the work to improve the police’s own handling of complaints, which included conducting thematic investigations and intervention activity. She was responsible for the production of the annual police complaints statistics and in 2019, led a multifunctional team to design the data infrastructure for the new complaints system. She also led the team responsible for embedding the Statutory Guidance for the new complaints system with police complaints handlers.