Orbit, one of the UK’s foremost not-for-profit housing groups, has launched Everyday Excellence, a new customer-focused transformation and delivery plan to help realise its 2030 ambition to deliver amongst the best customer service of any housing association in the country.
Designed to enhance Orbit’s customer experience, Everyday Excellence will see significant investment in technology, data infrastructure, and people and capability, along with increased localised delivery via the creation of six regions, and the launch of an omnichannel customer experience. It will reshape how Orbit works, 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 its customers’ priorities and can be more consistent at being great social landlord.
Under Everyday Excellence, Orbit will:
- Redefine its customer journeys to ensure they are inclusive and accessible by design to deliver what its customers value most
- Build its business processes to ensure it gets it right first time, every time
- Invest in technology and data, with a new omni-channel solution ensuring customers can engage how and when they want, with a personalised experience every time
- Invest in and reward capability, ensuring colleagues have the skills they need to excel in a job they love
- Shape its teams to better support customers, with decision making moved closer to those who know customers best
Joe Brownless, Chief Customer Officer added: “Our customers deserve the best from us, which is why we’re significantly investing in a five-year transformation programmme to shape our teams, tools and systems and people capability around our customer journey to enable us to consistently put the customer at the heart of what we do, now and in the future.
“Furthermore, Everyday Excellence provides an organisation-wide ethos and culture that celebrates our passion for purpose and a commitment to change.”
Phil Andrew, Chief Executive of Orbit Group, commented: “Earlier this year we launched our 2030 Strategy, which set out our ambition to deliver amongst the best customer service of any housing association in the country. We’ve been working hard to put the plans in place to help us realise this ambition and I’m confident Everyday Excellence will deliver the operational and cultural change required to help us achieve this. This is a significant investment and we have a lot to do, but it’s an exciting opportunity to really sharpen our operational focus through the lens of our customers and provide a seamless customer service in which customers feel valued and supported.”
Joe adds: “We’ve already done a lot of work to get to this point, from working with customers to really understand what they want and need from us and launching our new Customer Commitments based on this insight, to mapping of our customer journeys to understand the friction points and areas that we need to improve, determining our technology roadmap, and shaping our people and capability programmes to help us deliver. This is now the really exciting bit of working with colleagues and customers to put it into action.”
Developed in collaboration with customers and colleagues, Orbit’s 2030 Strategy sets out how it plans to continue to provide safe, sustainable, and affordable homes that its customers are proud to live in, by delivering and regenerating 5,700 new homes sustainably, investing in the safety, quality, and energy efficiency of its homes, and ensuring a laser-sharp focus on its customers’ priorities.
To read Orbit’s 2030 Strategy visit: https://orbitgroup.org.uk/about-us/our-2030-strategy/