The Big Conversation Your staff are your brand Mike Pounsford

The Big Conversation “I choose to perform”

The Big Conversation “I choose to perform” Engaged HEAD HEARTHANDS “I know what I have to do” “I feel valued” “I know where we are going”

The Big Conversation UK Government sponsored Engage for Success movement Why does it matter?

The Big Conversation What drives engagement? Leadership Narrative, purpose, line of sight, tough and tender Engaging managers Clear direction, facilitate and empower, respect, recognition, development Voice Peoples’ opinions count Integrity Say and do Source: MacLeod Review

The Big Conversation Creating great Customer service by:  Becoming top quartile in key indicators  Being passionate about understanding our customers needs  Treating every customer as an individual  Exceeding our customers expectations Orbit ambition To build brighter futures for people and communities Orbit objectives Creating great Places where people want to live by:  Creating places where people want to live  Offering a wide range of choice  Providing an innovative approach to the development of new neighbourhoods Being a great Organisation where we:  Run things well  Provide a great place to work  Have sound finances  Deliver value for money  Live our values  Have a strong external reputation Orbit values: Innovation, Excellence, Partnership, Honesty, Respect

The Big Conversation The Orbit story

The Big Conversation Range of generations and inter generation activities Worklessness agenda Performance Clearer about who our customers are More words Demonstrate a journey beyond 2013 please Overall journey good to great Orbit Homes 2009 More on customers and place OHoE Transformation of call centre – external customers – expansions of services Employer of choice Going to Orbit! What are our foundations CPO Customer scrutiny and local standards Selling off services and shared services Happy people/ happy customers Employee engagement A transformation old fashioned – too futuristic? Needs some visual to rep this for customers and staff Customers first treating customers as individuals Exceeding expectations Diversity of people (E&D) Young people ethnicity/durability, ect Sector Leaders Customer satisfaction 121 communicatio n with Orbit staff Orbit can point to successes we have made Customer designing our services Joint estate inspections Customers accessing suppliers Real people into cartoon? Business growth - shared services - external customers Engaging with our customers? IIP Orbit services fit? Partnership and support to OUS – this is missing You Matter – reference for staff Financial Inclusion Agenda Credit Union addressing fuel poverty Sustainability – Green agenda Staff Reps? Great Employer Home Metaphor Staff journey and residents missing history bits SWHA – OHA – OHE - HOEC Left hand side good place to start right hand side is fragmented with no direction We are investing X million in communities We have X extra care services We have an award winning reward scheme for customers and residents Too busy To literal, should be more graphical eg add 3 stars Where are we going after 2013? No route map to achieving our tangible great ambitions – all lumped in to one Doesn’t define this as specifically Orbit Savings – VFM defined perhaps pound signs? No outcome defined Church should perhaps go – don’t reflect other cultures and religions Residents are at the heart of making decisions – shaping services Where are the values, priorities and objectives? Need to be more outwards looking - where are our partners? This picture is very middle English quaint village – not exactly representative of our communities Where are the tangibles – customer satisfaction is x% IIP Accreditation We are recognised as 3 star organisation Where are the first choice development partner – eco homes are provided – many customers housed – new homes built. We deliver top quar5tile performance in key performance areas? Happy customers - Happy staff Need to define organisation as great including building with \IIP – top 100 companies Current picture only shows Orbit in history – where are we in the future? Group Executive Group Leadership Staff workshops

The Big Conversation Confident advocating purpose Confident advocating policies Measures 9 BeforeAfter I understand the business strategy5482 I feel that the business has an exciting future 4368 I see how we need to change the way we work 6481 I understand our customers’ expectations 7992 Performance Impact Understand how my work contributes

The Big Conversation Lessons “People will support what they help to create” “People do not resist change, they resist being changed” Leaders need to be curious about their people Valuing people means listening to them Simple tools are powerful Leaders need to make meaning Explain the rationale and the benefits of a strong reputation Aid conversations between leadership, managers and staff Evaluate and track the impact of change

The Big Conversation Contact Us Michael Pounsford Couravel Limited Riverside House River Lawn Road Tonbridge Kent, TN9 1EP T +44 (0) M +44 (0) F +44 (0) E W 11