Residents happier. Rents up.
Costs down.

The ambition

Translate a trusted retailer’s customer promise into a Living operation, connecting brand, service and procurement with the needs of a national residential portfolio.

Katherine’s role

Katherine assembled and led eight workstreams, translating consumer insight into resident journeys and aligning people, systems and services. Specialist teams delivered the detail, taking the operating company from plan to launch in nine months.

The results

Resident experience

“The team consistently goes above and beyond their efforts to resolve any issues that arise. Their dedication and extra efforts are greatly appreciated.” Resident · via HomeViews

What it took

Eight workstreams led as one: leadership; brand execution; resident journeys; technology assessment and procurement; services and partners; governance; risk and compliance; readiness to open.

Retail capabilities became practical levers: John Lewis furniture in refurbished homes, buying power in utilities procurement, and customer standards carried through from viewing to everyday service.

Operational results relate to Leicester and Leeds, rather than all four schemes. Sources: abrdn and HomeViews.