Business Transformation – Orbit’s response to the changing environment Vivien Knibbs, Executive Director

Why do we need to change?  Our operating environment radically changed  Our residents’ world is changing  We have a continuing housing crisis

What did we do? Orbit – 2020 transformation programme Six leading academics’ view of the world in 2020  Government investment in housing will not recover  Society will be poorer - demand for services greater  Fuel poverty will be a major issue  Service delivery will be transformed by technology Consulted staff, residents, stakeholders

Where has that led? Building Communities By working to improve the social, economic and environmental prospects of people and communities

Housing choice Our new ambition is to provide 12,000 new homes by 2020 In the future – we will:  Provide for our traditional customers and new ones  Move into new markets – squeezed middle/older owners  Offer a range of tenancies  Offer a housing journey We will respond to the local environment

Community investment Create thriving and empowered communities  Deliver 10,000 training/employment places  Invest £30m in our communities  Advise 20,000 households on energy usage

Community investment We will:  Have a more strategic approach to investment  Target investment  Measure outcomes through SROI  Develop a partnership approach Understand our communities better Respond to the local agenda

Customer offer We will:  Enable our customers to make choices and take control  Deliver excellent services Our ambition is to:  Deliver 90% customer satisfaction  Achieve 75% of our customers accessing services online

Customer offer We will:  Change our relationship with customers  Understand our customers’ needs better  Offer a menu of services  Adopt digitally-based service delivery models

How are we going to do this?  Drive efficiency  ‘Profit for a purpose’  Widen our funding base  Innovate  Collaborate Orbit will bring together resources and broker deals to deliver more

Any questions? Vivien Knibbs Executive Director