A place-based approach
We are transforming how we work within communities by embracing place-based working—a targeted approach that moves away from a one-size-fits-all service model.
Building on our strong 85% customer satisfaction score, this approach recognises that every community has unique strengths, challenges, and opportunities. By working alongside customers and local organisations, we are developing tailored solutions that drive long-term sustainability.
Rather than starting with our own resources, we focus on the ecosystem of a community—its people, spaces, and networks—to create solutions rooted in local knowledge. This ensures that initiatives reflect the lived experiences of the people they serve. Collaboration is key, bringing together customers, local authorities, and partners to make a lasting impact.
Our neighbourhood coaching model has already strengthened local connections—place-based working takes this further by aligning our operations with the evolving needs of each community.
Place-based working - The Staple Hill Pilot
Place-based working in action
Our first pilot has launched in Staple Hill, South Gloucestershire, with further pilots planned in Lichfield, Staffordshire, and Moreton-in-Marsh in the Cotswolds.
Drawing on our experience with neighbourhood coaching and insights from sectors like health and local government, we are simplifying how we operate to work more closely with communities. This means customers experience a quicker, more personalised service, with fewer frustrations from being passed between teams. Colleagues from different roles come together as a single team, empowered to make local decisions based on what matters most to customers.
Place-based working also enables smarter investment in homes and shared spaces, ensuring they are tailored to the unique needs of each community. By embedding this approach, we are staying true to our purpose, helping customers and communities thrive for the long term.
