KEYSTAGE HOUSING - Key Persons
Job Titles:
- Non - Executive Chairman
- Keystage As a Non - Executive Chairman
Andy joined Keystage as a non-executive chairman in October 2021. Having met our CEO, James O'Grady, as fellow school governors, Andy learnt more about Keystage and how it was experiencing success in helping those faced with rough sleeping in the local area.
"I could tell James was fully committed, passionate and, importantly, compassionate to the needs of those facing the prospect of homelessness. It was clear he had already made significant inroads in supporting those sleeping rough in our local communities, and it was also interesting to hear about Keystage's growth plans to extend into more regions, to help more people. This felt like it was not only worthwhile, but extremely important given the challenges facing the sector. I went to visit the teams at Luton, North Hertfordshire and Hitchin and saw first hand how everyone working at Keystage had the same drive, passion and compassion as James. It was immediately clear that this was a set of committed and capable people who saw a challenge and were doing something about it."
Andy's background and experience meant he had several skills that would help Keystage in the non-executive chairman role. His career at Whitbread in senior finance roles saw him based in Luton and Dunstable, making him familiar with the area and providing him with an understanding of the housing and homeless challenges facing the county. Further, his role in growing brands, such as Premier Inn, into a national chain providing the same standards of good quality hotel rooms at affordable prices across the UK, was complementary to James' vision for housing for the homeless. That together with 20 years in the property industry in his later career meant that Andy understood James' vision and had the experience to support him to extend Keystage's housing offering and related support services into boroughs that needed it the most.
"I truly believe this is a model that can be successful in many more regions. I also believe it is a model that can work financially, bringing in the right capital to fund it, so that Keystage can continue to deliver vital help to all those facing the prospect of rough sleeping. What is key as a business grows is keeping the culture that makes it special, it's not easy but I have seen it done several times in my career and I believe Keystage will achieve it too."
Fundamentally, the vision for the structure of the company meant there would be no compromise on the quality of the accommodation, nor the quality of the vital support offering that Keystage provides to all residents. Indeed, having seen first hand Keystage's work in Luton, North Hertfordshire and Hitchin, it was clear to Andy that this was a workable model that provided the important link between housing and the homeless community - all underpinned by the same quality and commitment provided by all staff to every resident needing their help. "It's a crucial service and one which we need more of in our towns and cities. The homeless community depends on support such as that provided by Keystage."
Andy's primary role is guiding the business in the right direction, so that its accommodation and support services can reach a wider group of people. "My role is twofold; support in bringing in investment capital to ensure the business is well funded so it can operate, while ensuring that Keystage continues to run a successful model on the ground, one that delivers for the people who need it most."
Job Titles:
- Property & Maintenance Manager
Hannah joined Keystage Housing in 2022, following previous roles within the Keystage group, working for local authorities and as a property manager.
Hannah's role sees her looking after all properties within Keystage Housing. She oversees all maintenance and management of the sites, which numbers over 200 units, and is also responsible for the compliance of health and safety across all properties along with weekly, monthly and yearly maintenance and cleaning needs.
Hannah personally ensures that the properties' environment is of the highest standard, that people feel safe and secure and that more than just their basic needs are met. She is instrumental in ensuring that every new resident who arrives is able to walk into a welcoming environment, one that is a home, not a space.
Hannah's belief in Keystage Housing and its impact on the people it helps means that she is fully committed to helping those that can't help themselves. Hannah says: "I believe we have the ability to change lives and this opportunity should be given to anyone, anywhere should they need it. I want everyone to know that we care, that they are important and they are so worthy of the opportunities they have."
On Keystage's vision and future, Hannah hopes to be managing a full service across a number of boroughs, following the successful roll out of the model that is currently active in Luton HARRP that helps people move from shared living, to HMOs, to independent living.
Finally, on the people she works with at Keystage, and those they help and support every day, Hannah has this to say: "The people I work with are the best chosen family I could have. It never feels like work. Those we help along their journey are not numbers; they are people. We form real bonds with each and every one, and we help them settle into their new properties so they feel like they have a home. I genuinely feel that I work for a company that does amazing things for all those we come into contact with. I will be forever grateful for this opportunity and I look forward to the future where I continue to provide beautiful spaces for people to live in, and continue to work with the best people as we make all of our plans come to life."
James joined Keystage Housing in 2019 having been the events manager at Carnival Arts Centre in Luton, where he was responsible for putting on a variety of events for the community. The skills he honed in this role - leadership, organisational and people skills, resourcefulness, communication and problem solving, stood him in good stead for his role at Keystage Housing.
James looks after over 200 units within the Keystage portfolio; from their entry sites at HARRP Luton, to the HMO properties or individual flats across the three counties. James is responsible for ensuring that every room is ready for its new inhabitant: making them welcoming and comfortable, safe and homely. Not only that, he also manages a team that sources donations from across the community as well as ensuring that all health and safety protocols across all sites are upheld.
James is dedicated to his team and to the people who live at the sites. He spends an hour a week with every service user, making sure they are feeling settled and on track with their pathway. "We genuinely do whatever it takes to help those who come to us. It's important to show people you have the time for them and to use this time to get to know them. It's not just about "doing your job". For me, it's about listening to people and getting to know them as a person. I also think that ‘a joke goes a long way', and so I always try to have a laugh. Some people haven't laughed in a long time. It's amazing how it can lighten a moment, make us all feel good and, importantly, create a personal connection."
James' hopes for Keystage mirror the ambitions of the company - to help more people by providing more homes. "No one grows up wanting to be homeless. It's often a series of events that puts them on the streets. And it can happen to any of us. That's why the work we are doing is so important - everyone deserves a warm bed and a shower at the end of the day. I know that if I found myself on the streets, I would love someone from Keystage to come up to me and say ‘we're here to help - come on, come with us'."
Of the Keystage ethos, James says: "We treat people how we would want to be treated. There is no pity, there is only support and an understanding ear. We will help you to help yourself - but we need you to want to help yourself. To help you do this, we find out what it is people want out of life, and we build upon that. We guide them, we do not tell them what to do. We want people to feel in control of their life. And we want them to have respect for themselves and for those around them. That is key to any positive journey."
When James was asked how he would sum up Keystage, he replied: "We may provide housing, but we are a people business at the end of the day. Whatever we do, we treat everyone as a fellow human, with dignity and respect."
James O'Grady is the CEO and founder of Keystage Housing, a supported living housing company.
Job Titles:
- Service Manager
- Locality Manager
Lisa has been working with Keystage for the past 2 years.
Throughout her working life, she has held a variety of roles across many sectors, from running a pub to working with children with learning disabilities and adults with mental health issues. She spent several years working within a committee team organising and managing charity events from Help the Heroes to Children's Leukaemia Trust. All these gave her the skills in which to play an important role at Keystage.
Lisa was looking for a role that would marry the experience she had gained throughout her career. With a self-confessed passion for talking to people and listening to their stories (which is an ideal skill for working within this sector), Lisa says: "Every morning on my way to work, I would stop to chat to people from the homeless community, and realised I wanted to do more for them. I researched the kind of position that would adapt all my skills into one role." Coming across the Resettlement Coordinator job for Keystage Housing, she researched the company and was excited about the holistic person-centred approach and the autonomy to create a support planned pathway for everyone to reach their potential. She immediately applied and following the interview process, was offered the role. Within 4 months she was promoted to Service Manager for HARRP Trinity in Northampton.
Her role is varied. Lisa leads and supports the day to day running of the busy hub, looking after staff and service users, as well as running the building and everything in between: voids, move ins, move on and complex cases. She is also responsible for building strong partnerships across multi agencies and support services. Lisa says "There is a clear gap within Northampton for these services and with our vision and passion I believe we can build and create good positive options to prevent the revolving door of homelessness."
Outside of her busy role at Keystage, Lisa's home life is equally as busy: "My personal life is full! I have 2 beautiful girls, a baby grandchild and a wonderful husband, not to mention a mini zoo - dogs, cats and a parrot!"
She has high hopes for the future of Keystage: "I hope to have worked with the directors and the local authorities to build the much-needed framework that will allow for a successful wraparound pathway within Northampton that accommodates specialised complex needs. I'd also like to see more centres for vulnerable women."
Lisa really believes that "anything is possible if we treat everyone with kindness and respect." It's a mantra everyone at Keystage seems to live by - and one we want to share more widely.
Job Titles:
- Training Development Support & Administrator
Michelle has vast experience with working with people with learning difficulties and behavioural challenges. "My years in this field has given me insight into creating new ways of learning that are very person centred." Her role prior to joining Keystage was as a Learning Centre Coordinator. "This role provided many opportunities to help colleagues prepare for new career pathways and job roles. This included a project where I travelled to Helsinki to help people find their careers. This included people who were experiencing homelessness."
Michelle's role at Keystage is to work with the Learning and Development team. She assists with the creation and organisation of courses and training for both colleagues and service users to help them all reach their potential. Her role has also helped her own progression. "I left school at 16 without any qualifications and now I'm in my third year of a degree in English Literature and Creative Writing. By helping other people reach their goals, I found the courage to reach for my own. I have gained many qualifications and each one has given me a new perspective and a love of learning".
Michelle sees the potential in Keystage. "Keystage is demonstrating the benefits of teaching people to treat individuals with respect, support and understanding. In 5 years' time I would like to see the company offer its own suite of courses and accreditations."
When asked about her hopes for the future, Michelle said: "My vision is for everyone to know their own worth and feel that they can achieve everything that they want for themselves. I want to promote a learning community that everyone can feel a part of and contribute towards, through their own experiences with learning."
Rachel's career began in childcare, focused on children with additional needs, and then progressed into housing where she worked as a Housing Officer for a homeless hub. A house move to Northampton brought her to the area and she took up her current role at Keystage. "It's perfect for me. Throughout my life I've focused on the areas of safeguarding and mental health which led me to want to work with vulnerable people. I enjoy being able to help develop people's independent living skills and build their confidence ready for them to move on successfully."
Rachel was keen to work with Keystage Housing after meeting some of its staff who always presented as knowledgeable about the people they were supporting. "I was also intrigued about Keystage's philosophy. Whereas other services are very rental and tenancy focused, Keystage is focused on a holistic approach to the individual, which promotes a more stable, future outcome built around what works for that person."
Rachel's role as Service Administrator at Keystage's HARRP Trinity service in Northampton is focused very much on the care of the service users at Keystage. Her responsibilities involve signing up new Service Users and going through their licence agreements, working on the health and safety of the building, conducting room checks and ensuring rooms are compliant within licence conditions, and working with a Service User to action anything that comes of this. She also books repairs and ensures the environment is a bright pleasant place for everyone living at the site. "The environment is imperative to an individual's recovery. A pleasant and homely environment can encourage and motivate individuals and allows them to settle in and reset."
She also works closely with the managers to keep a track of everything that happens within the service. "Our approach will often iterate in line with our environment and we adapt to overcome any challenges."
Rachel's work doesn't stop when she gets home! "I'm studying for a degree in Forensic Psychology, the principles of which I apply in my daily work."
On Keystage's future, Rachel hopes to see expansion in Northampton. "There is a huge requirement for services in complex needs, independent living and for women. Keystage will hopefully expand into new areas such as these and support many more who are experiencing homelessness in the area".
Toni Nye is a Director at Keystage Housing. She has been with Keystage since the very beginning. She has supported the growth of the business through a variety of means, most notably through the creation of a team of highly skilled and experienced people who have the influence and skills to support people in changing their lives through the right accommodation with the right support at the right time.
Toni's role supports all Keystage's service operations, from service development, quality and training, through to talent attraction and retention, finance, forging and growing partnerships and maintenance and property management. Her role provides her with a unique view of the entire business, and the opportunity every day to work alongside Keystage's employees and the service users who live at the sites.
Toni began her pathway towards Keystage when she started working at Brunel University, alongside conferencing and events management Toni also facilitated a series of community theatre workshops for adults with learning disabilities and mental health issues, as well as young offenders. This brought her direct exposure to the variety of experiences each had, and the barriers and adversities faced within their own communities. Toni subsequently took a role as a support worker for a local provider of supported accommodation, working with people in their own flats, who had mental health needs, learning disabilities, and dual diagnosis. The service was then merged with a national provider of regulated support and supported housing. Over the next 6 years, her role as service manager saw her gain regional experience of this important sector in London, Luton, Cornwall and Suffolk. Her focus was on opening new services, embedding best practice, improving services through regulated audits and working with individuals to provide the right support models.
Toni's first hand exposure to the challenges and risks facing those with the prospect of homelessness has made her feel a huge sense of injustice. Her career in regulated support, with the safeguards, personalisation, advocacy and social care that entails is in stark contrast to the care that individuals who face a homelessness crisis experience, including the underpinned physical and mental health and social needs. She wants to overturn this and the work she does at Keystage sees her lead teams that build relationships with individuals, recognising their needs and the safeguards required, both under the Care Act 2014 and legislations but also with regards to building positive interventions and access to these through a trauma informed approach.
Toni believes that the pathways they have built within Keystage have been a catalyst for change both for the sector, and for the individuals they support. Along with her colleagues who are passionate about change for people and systemic change for services for homelessness, Toni says:
Job Titles:
- Night Settlement Coordinator
- Resettlement Coordinator
Wendy has been working with Keystage since 2021. In her role as a Night Resettlement Coordinator, she is responsible for the security of the sites and the safety of the people who stay with Keystage. She is also involved in constantly reviewing the plan and protocols they follow, whilst working towards effective move-on options for the people who stay at Keystage.
In her day to day role, Wendy works alongside a diverse range of people and personalities, which means she uses her skills of being objective, and polite but assertive when communicating. "Like everyone who works at Keystage, it's all about the people we help and so as part of my role I provide a listening ear and sense of belonging. Ultimately, Keystage is a home to those who are in desperate need of a roof over their heads. We're often a lifeline to those who have experienced trauma in their lives; a safe place for those who have found themselves homeless."
In her time at Keystage, Wendy has already identified the struggles many of our service users have to go through to find accommodation. It became clear to her very quickly that moving on to independent living is a daunting prospect. "The Service Users I speak to are pitted against high rent costs, lack of available housing, and worries of landlords not wanting to take them on as tenants. They are shut out from many chances in life. With personal, financial, and social obstacles piled in front of them, many of those who come to us need that extra hand to help them gain their independence. We explore every option for them and we also go the extra mile to work in partnership with local councils, other housing providers and agencies to ensure that training, education, and housing are adequately provided."
Her role has also helped Wendy herself progress, allowing her to further sharpen her ability to deal with very challenging and potentially violent situations calmly and confidently; with the sole purpose of ensuring they have the best possible platform to get ahead in life. "Our sole aim is to achieve effective outcomes. We also focus on providing those at our sites with empowerment. We do all we can to reduce their risk of becoming stuck, disheartened, and isolated by the challenges they face."