The View from One of the UK’s Largest Housing Providers

by Malcolm Nicholson, iCN Journalist (UK)

It is rare to come across a major initiative within an organisation that positively impacts not only changing the culture of the organisation but also changing customers’ lives. Recently, I had a conversation with Kevin Hornsby, Head of Tenancy Sustainment for Orbit, a leading housing provider in the UK.  The power of coaching as a tool for positive social impact became very evident. Kevin said ‘At Orbit, we are reviewing our approach to the tenancies we offer and the support and advice we provide to our customers to achieve successful and sustainable tenancies. At the heart of this change is a brand new, sector-leading coaching model, turning our current service inside out, from a support and actions based model, to one focused on empowerment and coaching.’

The Issues

For a number of years social landlords have found themselves grappling with welfare reform, trying their best to mitigate the impact on individuals, communities and their own businesses. The roll-out of Universal Credit remains hugely problematic for customers, pushing hundreds of families into debt and hardship.

For over 50 years, the Orbit’s ethical approach to business has enabled them to re-invest profits into their mission of building ‘thriving’ communities. With 40,000 properties, Orbit provides high-quality housing and services to more than 100,000 people and as a responsible business, they invest in their communities, helping people to maximise their potential. In the last five years Orbit have committed £12m back into their communities, helped more than 800 people into jobs and supported around 30,000 people with financial and energy advice.

Source: iCN Issue 22  (Wellness & Holistic Coaching); pages 8-11

About Malcolm Nicholson

Malcolm is the owner and Coaching Director for Aspecture, and works successfully with a wide range of senior business people, both in the UK and internationally.  For nearly 20 years he has been enabling people to improve business results through transformational individual changes. He is also an interviewer for Coach Radio International, a visiting speaker on the full time MBA course at NEOMA Business School, Paris, France and a mentor at Help for Heroes. To find out how he can help you or your organisation contact him at or on +44 1932 267597.