Paul’s primary responsibility as Orbit’s Group Director of Customer and Communities is for Orbit’s core landlord operations, encompassing Customer Services, Customer Experience, Property Maintenance, Strategic Asset Management, Supported Housing Portfolio and the Commercial Portfolio, which he has overseen for the last 5 years, bringing about significant changes and improvements to the operating model. Paul has a track record in customer-focused roles throughout his career including over 12 years in the housing and property management sector, initially for Housing and Care 21, but also as Director of Customer Service for FirstPort Property Management, the UK’s largest block management company. Prior to this Paul has vast experience of running customer service operations, including substantial experience of delivering complex transformation.

As well as leading the original launch and development of the AA’s website (including launching the original route planner), he led a multi-million pound restructure of the AA’s customer service call centres including system transformation. Paul also spent time in Project Management role for Centrica, delivering new systems and processes covering debt management systems, new product development and billing systems.

Why are you looking forward to the Thriving Communities Awards 2021?

These awards are the highlight of my year – to listen to the amazing journeys that our customers have been on, and to see the outstanding work done by our contractors and partners is truly inspirational and why I do what I do.

Sam Scharf is Director of Communities and Sustainability at Orbit. Overseeing a portfolio of work looking to maximise Orbit’s social and environmental impact across the organisation.  This includes an investment programme of £5million a year, focused on the development of Orbits’ BetterDays programme; overseeing Orbit’s placemaking strategy and supporting the business to transform delivery to tackle the climate and ecological crisis.

Previously Sam has worked for Big Society Capital, looking at social investment into the housing sector and within communities, worked across government and large charities as well as a stint working in the USA on the Obama/Biden election campaign.

Why are you looking forward to the Thriving Communities Awards 2021?

It is always the highlight of the year being able to see directly the positive achievements of our customers and supply chain, often overcoming significant challenges along the way.  It demonstrates the resolve and abilities of those in our communities and brings to live our values in the best way possible.

My name is Charley and I am the Customer Engagement Manager. I first started at Orbit in 2018 on a graduate scheme, where I completed rotations across Business Improvement and Customer Engagement. I quickly learnt that I have a passion for ensuring every can feedback on the services they receive, hold us to account on our performance, shape future decisions and improve the overall customer experience. Working with the team, we are committed to ensuring that we proactively seek the views of under-represented voices and take innovative approaches to delivering our activities.

Why are you looking forward to the Thriving Communities Awards 2021?

I am really excited to see the introduction of our brand new Your Voice award. It is important we recognise the time, dedication and value our customers provide by engaging with us and I can’t wait to hear about the impact they have made for other customers in their community or across all of our communities.

I’m the Director of Support and Service Development, and have worked in housing, social care and health for many years and seen the impact that our customers have on their local communities. I’ve worked with volunteers, community groups and partner organisations to deliver services and am regularly stunned by the breadth and quality of work my team delivers to some of our customers with the greatest need.

Why are you looking forward to the Thriving Communities Awards 2021?

I’m looking forward to hearing more of their stories and being able to showcase the work that our customers and partners have done to help their local communities.

Charley is part of Orbit’s leadership team, responsible for its corporate strategy and communications. He works closely with all areas of the organisation and external partners to help ensure Orbit delivers on its vision to build thriving communities, and to respond to the challenges and opportunities of the world that we live in. Prior to joining Orbit, Charley worked in the voluntary sector, running different services as part of the Citizens Advice network.

Why are you looking forward to the Thriving Communities Awards 2021?

The Thriving Communities Awards is the highlight event in the Orbit calendar, and it is a real privilege to be one of the judges. Every nominee has delivered something transformational that has improved lives and communities, so it’s also a really tough task to decide a winner!

Afzal is a chartered certified accountant (FCCA). He holds an honours degree in Mathematics and is a member of the Chartered Institute of Auditors (CMIIA) and Chartered Institute of Housing (CIHCM). Afzal joined Orbit when it had circa 20,000 homes and has played a pivotal role in Orbit’s merger and acquisition successes which have delivered a portfolio of around 45,000 properties.

Afzal’s strategic role at Orbit covers the delivery of corporate services such as IT, business improvement and risk & compliance and includes responsibility for Orbit’s procurement strategy. Afzal has considerable experience at Board level and is a Non-Executive Director at the University Hospital of Coventry and Warwickshire and Vice Chair at Trent and Dove.

Why are you looking forward to the Thriving Communities Awards 2021?

The Thriving Community Awards are a great way to recognise a number of achievements that have taken place throughout the year which helps us to deliver our aim of building Thriving Communities.

Tony joined Orbit in March 2019 as the Director of Independent Living. His career spans the best part of 40 years, during which time he has held several different directorships for a number of housing associations. Tony has also worked in local government and spent 6 years at McCarthy and Stone Plc.

In the last two years, he has steered the Independent Living service through a major restructure of operations, whilst navigating the CV-19 pandemic. In the last month, Tony has taken on a new role at Orbit as Director of Property Operations. He is keen to bring the same focus to excellence in customer service in his new role, as he did with the Independent Living service.

Why are you looking forward to the Thriving Communities Awards 2021?

For me, these awards are why we do what we do. It is a privilege to be taking part in the process.

I have worked within the housing sector for over 10 years, following an 8 year stint in the commercial sector. I thoroughly enjoy working in a sector with a social purpose, and with Orbits drive for commercial thinking to deliver profit for a purpose, this provides me with the perfect opportunity to support my colleagues and our customers.

The day I knew that I had picked the right sector, was a few years ago my, then 3 year old daughter, said to me ‘I know what your job is…you help families to live in a house so they can all keep warm’. 

Why are you looking forward to the Thriving Communities Awards 2021?

Last year there was an array of nominations each one being a success story in the own right. These awards enable us to celebrate all of these selfless acts and ensure that we continue to support our customers and communities.

I joined Orbit Homes as Regional Managing Director for the South in August 2019.

I have been in residential development for over 30 years now and started my career as a trainee engineer, designing roads, sewers and foundations before working my way up to Managing Director of a Regional PLC development company. I have managed both PLC and private development companies.

Prior to joining Orbit, I managed the development businesses within two Construction companies focused on working in partnership with Registered Providers and Local Authorities. Working for Orbit has been a great opportunity to harness the various skills and knowledge gained over those various roles.

Why are you looking forward to the Thriving Communities Awards 2021?

I am looking forward to being part of this years awards as they celebrate individuals, groups and partners who have the most incredible stories.

Dan joined Orbit in March 2021 as Commercial and Transformation Director and is responsible for procurement, contract and supply chain management across the Customer and Communities Directorate. Dan is also a Non-Executive Director of Miricyl, a children’s mental health charity, which is an area close to his heart. Prior to joining Orbit, Dan worked for Clear Channel International in the Out-of-Home advertising sector, as their Commercial Supply Chain Director.

Why are you looking forward to the Thriving Communities Awards 2021?

I’ve just joined Orbit and I could not think of a better introduction than to be involved in judging the Thriving Communities Awards. The last 12 months have been very challenging for all of us, but despite this, some incredible individuals and organisations have made a real difference in our communities and I can’t wait to celebrate their achievements.

Louise joined Orbit in 2016 and leads the customer services centre which includes the contact centre, tenancy sustainment, tenancy services, customer experience, lettings, rent collection and tackling anti-social behaviour. Prior to joining Orbit Louise worked for many years managing and delivering contracts for the Government across the NHS, Home Office, local authorities and education. Louise loves working for Orbit as it allows her to live her values to support people into sustainable housing and help end homelessness.

Why are you looking forward to the Thriving Communities Awards 2021?

I love being part of these awards, because every year, it is so humbling to see what a fantastic contribution our customers make to help their neighbours and to help their communities thrive.

In 2016 Ted joined Orbit as Director of Strategic Asset Management. With his background of driving performance from the property portfolios of some of the UK’s biggest businesses including BT, Barclays and Severn Trent Water (whilst also being the founder and co-owner of property and business performance specialist Invigour) Ted wanted to join in our sectors’ challenge of creating portfolios of warm and affordable homes . As an experienced asset and portfolio manager he has a proven track record in improving business performance through the management of property assets whilst at the same time recognising and managing risk.  A Fellow of the RICS and RSA and previously a judge for the much coveted annual BCO Awards.

Why are you looking forward to the Thriving Communities Awards 2021?

“I am looking forward to being part of the selection process in recognising the great achievements that our customers, employees, community groups and supply chain partners have made to deliver our aim in building thriving communities, especially in a year that has been challenging for us all”.

Tonia Mihill has been a Customer and Communities Board Member since 2017.  She lives in Norwich where she works as Head of Therapeutic Services for a local youth charity.  Tonia has been involved in local and global movements for progressive social change all her adult life, and has worked, paid and unpaid, as an educator, trustee, librarian, mentor and organiser.  Tonia agrees with the US activist and academic Angela Y Davis when she says ‘You have to act as if it were possible to radically transform the world.  And you have to do it all the time’. 

Why are you looking forward to the Thriving Communities Awards 2021?

I thoroughly enjoy finding out about, recognising and celebrating inspiring individuals and groups who are making a positive difference in their communities, to me they are key to creating a better world for us all.

A varied career, ranging from Sailing Instruction and Landscaping, to an industrial Radiographer and ultrasonic tester working in Nuclear Power Stations. Following this I went to university and became a University Research Fellow, developing solutions to manufacturing scheduling problems, and teaching MSc. students. As an Orbit tenant I applied to be a resident Director and attend board meetings regularly where I hope I can represent the views of tenants and influence the decisions made at that level.

Why are you looking forward to the Thriving Communities Awards 2021?

I'm looking forward to reading positive and uplifting accounts of how people make contributions to customers, their community, and the environment.

Helga Henry is the Line Manager for the Collaborative Team Producers. She provides regular support and development for the Producers' day to day work and contributes to the development of their creative ideas and projects with examples, contacts and inspiration from her previous work and experience in a range of arts organisations, within the performing arts, outdoor arts and visual arts sectors. Before working with the Coventry UK City of Culture Trust, Helga started her consultancy practice in 2018, and works on various projects – from speaking at and hosting events and conferences, running away days and board meetings for organisations, contributing to research, coaching individuals and supporting long-term transformational change in lots of different businesses.

The work of the Collaboration team at the Coventry City of Culture Trust is particularly relevant to Orbit’s Thriving Communities Awards, as it harnesses the excitement and energy of all community champions in Coventry to deliver the culture they want to see, do and make in their own neighbourhoods.

Why are you looking forward to the Thriving Communities Awards 2021?

I collaborate with people to figure out what’s next for them. To take action that feels easy because they are inspired to act. The Thriving Communities Awards are a brilliant example of this in practice – ordinary people who have been inspired to act and drive change in their communities. I am pleased to be involved in judging what will surely be a high calibre of entries this year.”