Housing group Orbit has revamped its approach to neighbourhood management as it aims to get closer to its communities and become one of the sector’s leading customer service providers.

Under the new Neighbourhood Approach, the 46,000-home housing association has created a new Neighbourhoods and Communities team, which will operate across seven areas. 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 residents and the communities in which they live.

All customers will have a named contact in the new team, who will be responsible for their end-to-end customer experience. In addition to coordinating any customer enquiries or concerns, each neighbourhood manager will oversee tenancy queries and support referrals.

Orbit’s new Community Investment and Successful Tenancies team will sit alongside the neighbourhoods 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.

The new approach to neighbourhood management is part of Orbit’s wider ‘Everyday Excellence’ transformation programme.

Joe Brownless, Chief Customer Officer at Orbit, said: “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 the 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.”