Celebrating 10 years at Greatwell Homes

As November marks 10 years of my time at Greatwell Homes as Chief Executive, I wanted to take time to reflect on the last decade and look back on the things I am proud of and what I have learned during my time at Greatwell Homes (previously Wellingborough Homes). There’s a never-ending list of great things that Greatwell Homes has achieved but in keeping with my 10 years, I thought I’d narrow it down to 10 things I’m particularly proud of.

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10 things I’m proud of

1.???? My colleagues

I couldn’t start this article without mentioning the fantastic team we have now, as well as all of those I have worked with across the last 10 years. This is proven by the inspiring compliments we receive regularly from our customers which is always my favourite thing to read on our intranet. Last year alone we received almost 200 staff compliments.

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2.???? Our relationship with our involved customers

For years now, our executive team and board have had a very close relationship with our involved customers, particularly our Customer Assembly. These members have often attended board meetings, offsites and stock tours and helped out with interviews. This year we’ve gone even further and appointed three customers to our new customer assurance committee which will run alongside our board and committees and be a formal part of our governance structure.

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3.???? Our partners

We couldn’t do what we do without working closely with our partners – local voluntary organisations, councils and other housing organisations. We’ve worked incredibly hard over the years to build a strong and supportive list of stakeholders, many of whom have played an invaluable part in helping us achieve our vision of providing ‘great communities where people live well’. Thank you to you all.

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4.???? Our 10th year celebrations

As we’re on the subject of the number 10, Greatwell Homes turned 10 years old in 2017. Together with colleagues across the organisation, we planned an incredible birthday party where many of our valued partners and involved customers joined our staff in the celebrations. More importantly, as the 10th anniversary symbol is tin, we ran an extremely successful campaign aiming to raise 10,000 tins of food for our local foodbank, The Daylight Centre, and ended up smashing our target by donating over 17,000 much-needed tins of food to those in need.

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5.???? Bringing services in-house

One of the most successful decisions we made was to bring some of our services in house, such as our repairs, voids and gas servicing. Although not without its risks, the teams fitted in seamlessly with the rest of our business and we saw an immediate improvement on targets and services, as well as satisfaction from our customers. These teams in particular really help Greatwell Homes make a positive contribution to our neighbourhoods and have been a real asset to the company.

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6.???? First Midlands provider to work with RentPlus

Our relationship began with RentPlus in 2018. RentPlus allows customers to live in a low cost rented home to save a deposit to purchase it at a later date. In 2023, customers had their first opportunity to potentially buy their homes and I’m delighted to say we have seen six customers buying their own homes as a result of this scheme.

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7.???? Our response to COVID-19

Although a difficult time for many, I’m extremely proud with our response to the pandemic and lockdowns for both our customers and colleagues. As soon as the first lockdown was announced, we very quickly paused many of our face-to-face services but decided that emergency repairs and letting new homes would continue. We announced that we would not take any legal action on customers in arrears and our income team worked hard to support them. Some of our staff also volunteered to do regular welfare calls on those particularly vulnerable and potentially lonely throughout the lockdown periods, which we know was greatly appreciated by these customers.

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Colleagues were immediately told to work from home, which was a very seamless process thanks to years of IT investments beforehand.

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8.???? Flexibility for colleagues

One of, if not the, biggest changes since my time at Greatwell Homes is how we work. Since closing the offices in COVID-19, we have allowed colleagues to work from home flexibly. For most teams, this allows them to go to personal appointments, see their children in school plays and sports days, as well as allowing them to work when it suits them. Performance is now measured on results rather than the amount of time sat in an office This has also enabled us to recruit from further afield and although we are East Midlands-based, we have colleagues from Manchester, Portsmouth, Wales and even Northern Ireland.

We haven’t forgot about our customers though, and we have an even bigger presence in our communities than we ever have done before, including running regular surgeries and events.

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9.???? Relationship with the Hemmingwell Community Centre

One of the most valuable relationships we’ve built on recently is with a community centre on one of our estates. Unfortunately, due to financial difficulties, they were close to closing, but as we could see the massive impact they made in the area, we worked with the local authority to take over ownership, which included us offering free maintenance work to the building from our Greatwell Works, Places and Heating teams. This would not have been possible without the support of the VCSE Assembly Northamptonshire who are providing invaluable support to the trustees to run the centre. It is so rewarding to see a much needed facility slowly returning to its former glory.

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10. We’re not ‘just’ a housing association

Our purpose may be to provide affordable homes, but I am extremely proud that we do so much more than that. We have run many campaigns which has helped our customers live more comfortably, including our customer assistance pot where we provide food vouchers, white goods and carpet to those who have low income and funds, as well as a recycling scheme offering second-hand furniture to those who need it. The ￡3,500 received so far from clothing and textile donations via our joint clothes banks with the Salvation Army Trading Company has also been donated to local community initiatives who make a big difference within our communities.

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10 things I’ve learnt

Like any job, as well as the highs – and there have been many – I have also experienced a massive learning journey, so I thought it was only right to share things I have learnt in my first Chief Executive role too.

Here’s 10 quick-fire pieces of advice I would offer any new chief executive, or executive director starting their new role…

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1.???? Trust your gut

If something doesn’t feel right, follow your gut instinct. In my experience, its right most of the time.

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2.???? Seek assurance, seek assurance, seek assurance…

Don’t get into the weeds of an issue before seeking assurance from the right people.

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3.???? Relationships with MPs and councillors are really important

Don’t skimp on time - if you can deal with it yourself, do. It pays dividends!

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4.???? Use the resources around you

In the housing industry, we have two brilliant organisations to support us; the National Housing Federation and Placeshapers. These are both amazing sources of inspiration and support – make sure you take advantage of them and their expertise!

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5.???? You can’t do everything on your own

Partnerships are really important, especially with the voluntary sector who are an endless source of inspiration and resourcefulness.

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6.???? Challenge from a good board is a help, not a hindrance

The board is there for a reason, they are experienced professionals who want to make your organisation just as good as you do. Welcome them and use their expertise and knowledge.

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7.???? Focus on the bigger picture

However tough things get, just think of all the amazing work your team does every day and it’s a privilege to be in a position where you can have such a positive impact on people’s lives.

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8.???? Don’t be afraid to say no

You can’t, and shouldn’t, do everything. There’s a lot of power in being able to say no when the time is right.

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9.???? Get to know and understand the area you work in

You can’t jump into a role or a new organisation and expect to know everything. Speak to your colleagues, speak to your customers and visit your communities. Understand the nuances and politics (with a small ‘p’) of your areas and learn it’s history. Find out why things are the way they are. This will make working with those in your areas so much easier.

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10. Don’t be afraid to surround yourself with people cleverer than you

Everyone has their strengths and weaknesses – use those strengths to build a strong team.

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Overall, I have thoroughly enjoyed my 10 years at Greatwell Homes and look forward to many more great achievements. If you have any questions, or want more information on anything within this article, please don’t hesitate to get in touch.