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Improving how we work around here

11 July 2019

Improving how we work around here

This year we have transformed the way we work to provide better services to customers, significantly reduce our costs and our impact on the environment and give colleagues the opportunity to improve their performance and achieve a good work-life balance.

New workspaces 

In June we consolidated three of our offices and moved to a new base in the heart of a regeneration area in Salford, where Irwell Valley Homes started life. This move reduces our overall footprint by over 15,000 square foot and is expected to deliver £1.3 million savings over the next ten years.

We have created five hubs across Greater Manchester that provide customers with better access to our services and support. Customers can meet us at our hubs at a time that suits them and because people need us for different things, by making an appointment we can make sure that the right colleague is there to help.

Our new work spaces promote innovation and creativity and we don’t have any allocated ‘team’ areas because sharing space and working alongside our colleagues breaks down barriers and helps us to work better together.

We also support colleagues to work from home we believe this can provide a quiet space to focus, help colleagues juggle home and work life, and further reduce our impact on the environment.

New ways of working

At the heart of our new ways of working is our fundamental belief that work is something we do, not somewhere we go, and we think that our colleagues know the best way to work to enable them to deliver great services for customers.

We have introduced agile working that’s built on a culture based on trust. Empowering colleagues to work flexibly to meet the needs of our customers and the wider business. With new IT systems that help us to stay connected and reduce the need to travel and the resources we use.

Not only will our new ways of working help us to improve customer experience by being more accessible and flexible around their needs, we are also predicted to save a further 10-15% on our overall running costs, reduce our carbon footprint by over 40%, and realise substantial operational efficiencies.   

A new culture

This new way of working relies on trust and empowerment, where we are always looking for new and better ways of doing things to improve customer and colleague experience.

Our management style is focused on performance, behaviour and self-awareness, not on control. Giving colleagues autonomy and trusting them to organise their work and using effective communication and IT to stay connected.

A colleague who is not in the office is not out of touch. In fact, with our new ways of working our managers can be more in touch with their teams than ever before!

For us our ways of working are not prescriptive, there is no rule book or set way of doing things, but we support and trust colleagues, empowering them to adopt agile working to suit them and their role, so that they can do their very best for our customers… after all that’s the agile way!