Kaye, Assistant Director of Assets

Kaye has helped transform our Assets and Property Services team in a short space of time, but she’s not followed a traditional career path to the top.

A few years ago, I’d never have imagined I’d be here. I’d put myself in a box, thinking I couldn’t do more. But the last 12 months have completely transformed my confidence, my role, and my sense of purpose.

In my role I oversee the asset management of over 10,000 affordable homes and dozens of care and support buildings. But my connection to social housing started long before I joined NCHA.

When I was younger, I lived for a time in a homeless hostel. I know how it feels to be on the receiving end of the services we provide. That experience has never left me and it’s what drives me every day to deliver the very best for the people we house and support. It’s a personal privilege to now be in a position where I can make a difference.

Rediscovering my confidence

I joined NCHA in 2017 as a team manager, but during the Covid pandemic, I struggled with my mental health and confidence. I made the difficult decision to step away from management and took on a Business Support Coordinator role. At the time, I honestly believed I’d never manage people again.

But something changed in 2023. Customer satisfaction with our repairs service was at a record low, and NCHA made the bold decision to bring the service in-house. I was seconded to lead the transition. I didn’t realise quite how big a job it would be, I had just four months to make it happen.

I threw myself into the challenge. I onboarded operatives, built a team of work planners, procured vans, tools, and kit, and helped design new processes and booking systems. We inherited nearly 2,000 overdue repair jobs, and I personally triaged every single one to make sure they were directed to the right place.

One of the most important parts of the transition was ensuring continuity. We needed the operatives to TUPE over from the external contractor. I spoke to them about NCHA’s mission, our values, and the people we support. Many were coming from a commercial background, and I wanted them to feel inspired by the impact they could have here. In the end, 32 out of 35 operatives chose to join us—and nearly all of them are still with us today.

Delivering results that matter

The results were almost instant. Customer satisfaction jumped from around 60% to 90%, and it’s stayed there ever since. In July 2024, the Regulator of Social Housing awarded NCHA top marks – G1, V1, and C1 – for our consumer-focused approach. I cried when I saw the C1 rating. I felt so proud of the contribution we’d made. I was completely gobsmacked.

With the repairs team established, a management restructure followed. I had a decision to make: return to my coordinator role or apply for the new Assistant Director position. I wasn’t sure I could make that leap, but I knew I had unfinished business. I knew I was making an impact, and I didn’t want it to end.

I went through a rigorous recruitment process, including interviews with a panel of peers and customers. Thanks to the support of my colleagues and the belief I’d built in myself, I was offered the role.

Leading with visibility and heart

Now, I lead a department of over 80 people – work planners, data analysts, technical inspectors, compliance, projects and capital investment, building safety and retrofit teams. I’ve supported my teams through an office move, helped deliver the best gas compliance results we’ve seen in years, and introduced new processes that are making a real difference.

My next challenge is delivering a department restructure. I’m working closely with my teams to shape a structure that reflects their ideas and delivers excellent service. I want everyone to feel valued, heard, and empowered to do their best.

I’ve learned that leadership isn’t about having all the answers – it’s about being visible, being human, and being willing to listen and adapt. I’m proud of the culture we’re building together.

Why I do what I do

Everything I do is driven by the impact we can have on people’s lives. I’m completely blown away by where I’ve come from to where I am now. I just do what I do to make things better for people.

I’m still learning, still growing, and still pushing myself beyond what I thought was possible. And I hope that by sharing my story, I can inspire others to believe in their potential too.