Paul Richards is our Group Director of Customer and Communities. Paul has worked in customer-focused roles throughout his career in leading customer service organisations such as The AA and Centrica. He has subsequently gained substantial experience of working within the housing and property sector.
Since joining Orbit in January 2016, Paul has driven forward a customer and performance focused culture to improve services and Orbit’s relationship with our residents and partners. This includes the development of a new customer promise, the launch of a purpose built customer hub, reaching ROSPA gold standard for health and safety and numerous improvements to our digital offer. Paul also led a national campaign to tackle child poverty, working closely with government, third sector partners and other housing associations.
Prior to joining Orbit, Paul was Director of Customer Services for FirstPort Property Management (formally Peverel). He has also worked as an Executive Director at Housing21 and as a Non-Executive Board Member for 6,000 home Merlin Housing Association where he chaired Merlin Works, its in-house repairs and maintenance contractor.
Paul has a history of achieving successful commercial results and customer excellence in both private and public sector organisations. At Orbit he is responsible for all maintenance and core landlord operations as well as championing the delivery of great customer service.