Vicky McGuire

Operations manager (repairs), Gentoo Group

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Over the past year Vicky McGuire has demonstrated exceptional leadership for Gentoo Group, delivering outstanding performance improvements while maintaining an unwavering focus on customers and culture. She brings a deep understanding of the customer experience into everything she does, ensuring that service delivery is not only efficient but empathetic – and responsive to the needs of Gentoo’s residents. 

 

A standout achievement during this period has been the transformational impact Vicky has had on repairs performance. Under her leadership, open repairs have been reduced by more than 50%, which has directly reduced waiting times for Gentoo’s customers.

 

In parallel, overdue repairs have fallen from around 3,000 cases to 600. Vicky has also driven a year-on-year reduction in average repair completion times by six days.

 

These improvements have translated into improved customer outcomes, with Gentoo’s tenant satisfaction measures for repairs increasing to 80%. Vicky has also played a key role in preparing for and implementing Awaab’s Law within the repairs service. 

 

She is a highly respected and consistent high performer whose efforts have delivered meaningful improvements for customers, colleagues and Gentoo as a whole.

 

The judges said:

“Vicky’s impact on repairs performance at Gentoo is astounding. Her dedication to high performance and continuous improvement demonstrates a level of drive and accountability to which all repairs staff should aspire”