Not-for-profit housing provider, Orbit has introduced a new Neighbourhood Approach as part of its Everyday Excellence delivery programme, to support it in delivering on its 2030 ambition to provide amongst the best customer experience of any housing association in the country.
Under the new approach, Orbit has reshaped its operational teams to introduce a new Neighbourhoods and Communities team, which will operate across seven areas and comprising several ‘neighbourhoods’. Each area will be managed by a Neighbourhood Manager, who has overall responsibility for supporting customers’ tenancy, home and community needs, replacing Property Managers and Tenancy Services Officers. The new team also includes Orbit’s Later Living and Supported Housing services.
The approach is designed to enhance Orbit’s local delivery, by bringing its team, decision making and localised funding closer to those who know and engage with its customers and the communities within which they live.
All customers will have a named contact in their Neighbourhood Manager, who will be responsible for their end-to-end customer experience, from when they first begin their tenancy all the way through to a new chapter. In addition to coordinating any customer enquiries or concerns, each Neighbourhood Manager will oversee tenancy queries and required support referrals.
Orbit’s new Community Investment and Successful Tenancies team will sit alongside the Neighbourhood team to present a holistic Helping Hand offer, representing a range of sustainment and coaching services. The team will also provide specialist support for those that need it most via its Community Coaches. A specialist advisory service will also support colleagues on the ground with community safety and safeguarding.
Joe Brownless, Chief Customer Officer at Orbit, commented: “Everyday Excellence is about reshaping how we work, putting in place the right structures, culture and capability, systems, processes, and technology, to ensure every area of the organisation has a laser-sharp focus on our customers’ priorities and enable us to be more consistent at being great social landlord.
“Our new Neighbourhood Approach is our latest step in modernising our operational model and customer journeys to help achieve this. Developed in collaboration with our customers and colleagues, it is firmly designed with our customers at the forefront. We want our customers to know that they have an advocate in our local teams.
“We are confident these changes will further improve our customer experience, by providing a stronger and coordinated local presence with customers and local partners, and offering enhanced local delivery of hubs, services, and engagement.”
Everyday Excellence is a multi-year transformation programme, that defines Orbit’s guiding principles for embedding operational excellence, skills and capabilities that will drive continuous improvement, so that our processes and service standards are always relevant and aligned to customer expectations.
