NOTTING HILL GENESIS
“ With our residents , you ' ve got the homes and then you ' ve got the local area , the community , the environment – all the things around those homes . We have to make sure that it looks appealing , that there are the amenities they need and space for them to socialise .
“ At the moment , we have started a pilot that ’ s looking at all the void and vacant homes , getting them to a higher standard and saying , ‘ This is the new standard ’.
“ Then for the communities themselves , we are doing work where we ’ re going to these estates , visually looking at the state of them and improving them . We ' ve also got social organisations coming into those spaces and making them much more useful for the residents .
“ Pretty much every month , if not more than once a month , the Executive Team spends at least half a day there listening to the residents , but also visually looking at the area and assessing whether we ’ d live there , and how we ’ d feel if we did . The CEO is the driver for this , and we ’ ve found it ’ s definitely helped .”
NOTTING HILL GENESIS ’ CURRENT FOCUS
• Customer centrality - placing residents at the heart of everything
• Quality of homes - providing the best homes possible and increasing the quality benchmarks
• Customer experience - responsive , hands-on and comprehensive service
Looking to the future – data , democracy and collaboration After an intense period of change , Peter is looking forward to seeing the fruits of his and his team ’ s labour in the lives of the people they serve , while avidly watching the future path of technology .
“ It ' s been quite a heavy three or four years for us with the merger and integration , as well as the massive rush of programmes of work . Last year , we had around 70 projects and we completed 40 of them – some of which were pretty huge ,” he says .
Next on the agenda is the sharing of Workwise among the housing community to create “ one ecosystem for housing built on universal tech ” – and this heavily involves the new commercial arm of the organisation . Data is also a core consideration of the future , alongside continued investment in housing projects .
“ Now , we ’ re looking towards the data side . I want data to be done in the same way as we ’ ve done Workwise , available everywhere to everyone and to be a part of my team ’ s day-to-day decisions , which is not quite where it is currently . So that means not just investing in the technology , but also in education and training to build understanding around why we need to do these things to deliver a better service .”
144 November 2022