Orbit has welcomed Nicola Cale as its new Customer Welfare Strategy Lead to drive its award-winning customer wellbeing programme, Better Days.
Nicola joins Orbit following a successful 14‑year tenure at Business in the Community (BITC), where she served as Operations Director, delivering social impact programmes focused on improving lives and building more resilient communities.
In her new role, Nicola will be responsible for shaping and delivering Orbit’s customer welfare strategy, ensuring customers have access to high‑quality support services that help them manage financial pressure, sustain tenancies, improve wellbeing and enhance their overall quality of life. She will lead the continued development of the Better Days programme, which provides free, practical support including money and debt advice, mental health services, employment and skills coaching, and digital support.
Nicola’s appointment strengthens Orbit’s commitment to improving customer experience, bringing additional focus and strategic leadership to the support customers receive.
Orbit’s recently released findings from its annual Your Voice customer research revealed that while affordable housing remains essential to customers, additional services such as employment support, mental health assistance and digital inclusion are critical to helping residents live well.
Nicola Cale, Customer Welfare Strategy Lead at Orbit, said: “I’m excited to join Orbit at a time when customer wellbeing is more important than ever. The Better Days programme already makes a significant difference to people’s lives, and I’m looking forward to building on that foundation, ensuring customers receive the support they need to thrive as part of Orbit’s wider investment in improving the customer experience.”