Paul Richards is our Group Director of Customer and Communities. Paul has worked in customer-focused roles throughout his career in leading customer service organisations such as the AA and Centrica and gained lots of experience working in housing. Since joining Orbit in January 2016, Paul has driven forward a customer focused culture to improve our services and relationship with you. This includes a customer promise, a customer hub office, reaching ROSPA gold standard for health and safety and lots of improvements to our digital offer, including our website. Paul also led a national campaign to tackle child poverty, working closely with customers, our Better Days teams, the government and local partners. Paul is a champion of the delivery of great customer service
Sam is responsible for the delivery of our Better Days programme and for projects in communities that enhance the local area or deliver additional services.
His teams deliver an excellent package of support to help you with any issues you may face with money, work, mental health and wellbeing or digital support. The team also provide grants to local charities or individual customers to help improve lives or communities. They provide a range of offers near you ranging from interview skills, training or getting people together to build a local skate park or community garden.
Each year we celebrate the achievements of individuals and community groups we have work with at our Thriving Communities Awards.
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.
Tony joined Orbit in 2019 and leads the Independent Living service. A significant part of his career has been spent working in the specialist housing, care and support sector, with organisations such as Housing 21 and McCarthy and Stone. Tony is passionate about team culture and putting customers at the heart of what we do. Tony is also a Trustee for EROSH, a retirement housing body established to raise the standards of service across the UK.