As we enter the new financial year, Genesis Homes is gearing up for exciting growth. With a strong foundation built over the past eight years, our focus is on delivering high-quality homes and expanding across the North West.
In this Q&A, our Managing Director and Founder, Nicky Gordon, shares insights into the company’s vision, our commitment to customer satisfaction, and plans for future development in the North West. Here’s a look at what’s next for Genesis Homes…
What does the year ahead look like for Genesis Homes?
“It’s fair to say it’s all go at Genesis Homes and we’re proud to be heading into the new financial year with full steam ahead. We find ourselves in an exciting transition period whereby three very successful developments are nearing completion, with the majority of customers moved in, followed by the launch of several new developments in desirable locations across Cumbria in the coming months. Derwent Rise at Seaton in West Cumbria is the first to launch in early summer followed by Sandsfield Way on Orton Road in Carlisle, with works well underway on each site.
“Our key focus is to continue to deliver a minimum of 150 homes per year across Cumbria. Of course, this goal isn’t without its challenges or frustration, particularly with planning system delays which impacted our latest financial year and the business’ planned transition of completing developments to commencing the new. We are hopeful of seeing our delivery increase and sustained during 2025/2026.
“Now we have established our brand and high-quality homes in Cumbria over the past eight years, my attention turns to growth within the wider North West region, initially seeking out opportunities in Lancashire. Bringing our range of distinctively designed homes to a ‘new patch’, so to speak, will hopefully allow us to double our target delivery of homes in the coming years which is something myself and the whole team are really excited about.”
Where do you see Genesis going, what is the business’ vision and values?
“Reflecting on what we’ve achieved for a relatively young business in a short space of time, I’m confident about our plans to grow and to deliver over 300 homes per year across the North West. I very much see Genesis Homes establishing itself as a community nurturing homebuilder.
“We’ve recently refreshed our Mission, Vision and Values, a project that was carried out by a diverse group within the team to provide a range of perspectives and input. Our aim is to create inspiring homes and build thriving communities where quality, comfort and security nurture success. Put simply, this comes down to our homes being more than just a house. We want a Genesis home to give our customers that ‘I’m home’ feeling when they’re in their safe, aspirational space and to genuinely support and create communities where our homes are.
“At the heart of this vision are our core values which run deep in everything we do and ultimately allow us to achieve this; Customer, Community, Quality and Integrity. Notably, excellent customer service is crucial to our business; it creates positive word of mouth and bolsters brand reputation so a ‘customer first’ approach is a significant focus for us.”
The business is very much in a period of new growth, what’s been key to support this?
“We recently announced our expansion into Lancashire and it wouldn’t be dramatic to say that this is a crucial moment for our company. To support this major milestone, we’ve appointed Richard Robins as Land Director for Lancashire and the North West, who brings a wealth of experience from numerous esteemed housebuilders in land acquisition and strategic growth. Richard’s array of industry knowledge and contacts will be pivotal to Genesis Homes’ expansion into Lancashire, acquiring new land opportunities that will help build an even stronger future for us and the communities we build homes in.
“Whilst this is an extremely exciting time for us in Lancashire, I’m also desperate to see some much-needed change in the local authority approach here in Cumbria to support housebuilders and new housing development. As I have been quoted numerous times previously, I’m hopeful that the introduction of a Mayoral combined authority will bring positive change and encourage more of our investment into this beautiful county.”
How do you ensure the business evolves?
“Evolving the business is engrained in the every day at Genesis. Myself and the wider team are always looking for ways to improve our homes, developments and processes wherever possible. One of my pet hates is the view that because others in the industry do things a certain way, that it is therefore the correct way! I spent many years as a contractor, working for housebuilders and observing many inefficient methods or processes and I’m committed to ensuring we have a business which sets its own rules. ‘Don’t be a sheep’ should be written on our office wall, it’s a mandate that I live by – don’t follow the crowd.
“Something we are keeping an eye on is AI and are piloting some tools in the business at the moment. It very much feels like a hot topic but it’s clear to see it’s here to stay. I see it being used to improve efficiency, for example, speeding up planning application processes… please! A lot of our planning, technical, and construction requirements involve lengthy reports and utilising AI to executive summarise these within a few seconds of asking is a really powerful tool. This can only be a good thing and provide us with much valued time.”
You say a customer first approach is vital. How do Genesis Homes do things differently?
“I’m really invested in our commitment to a ‘customer first’ approach. Our goal is to deliver exceptional customer service and ensure customer satisfaction at every point in their journey. We’re not just ticking boxes and washing our hands once homes are handed over – that’s what is really going to set us apart from other house builders.
“We’ve recently introduced several key initiatives including improving customer aftercare through increased interaction and communication, introducing a dedicated customer service contact number and an out-of-hours provider, and undertaking site and sales training for consistency in approach. We’ve also implemented new procedures and tracking systems, covering everything from pre-purchase stages to quality inspections and beyond, as well as creating a new Welcome Home brochure.
“Additionally, we’ve partnered with independent InHouse Research to conduct telephone surveys, helping us gather continuous feedback to drive ongoing improvements.
“The next stage for us is to act on our revised business vision and values. I am really keen for us to start our community-building approach to our developments through the introduction of customer engagement events from construction of the development through to hand over of public open spaces. I don’t see any reason why engagement and interaction ideas taken from co-living accommodation, for example, can’t be introduced in a humble and localised way on our developments, to really promote that identification of being on a more rounded journey from homebuilding through to creating and sustaining a community. That would give me and my colleagues the greatest satisfaction to see a community flourish.”
We know you’re part of the Economic Growth Board, what does this mean for Genesis Homes and housing in Cumbria?
“More than anything, I hope to bring a housing-first agenda to the front of the economic vision thinking for Cumbria. I’m a strong advocate that a housing-first economic policy is the driver to prosperity in our place. I am the only board member that is identifiably from a housing and development background and therefore feel I have a responsibility to our industry to drive this message.
“I am enjoying my time with colleagues on the Economic Growth Board and learning a lot from the diverse range of backgrounds. It is an exciting time for Cumbria and we arrive at a time with the major decision of devolution upon our county. The Economic Growth Board has been vocal in its support for devolution and the appointment of a Mayor, something that as board members we unanimously agreed was the correct approach for Cumbria.
“A new mayor would be elected in May 2026, and my hope if that happens is that the individual who steps into this role fully understands what is needed to initiate real change. The Mayor must identify with Cumbria as we are nothing like a city region, we are a county of huge land mass and have such diversity in the needs the different towns and areas around them. We need a leader who can push forward the growth agenda and help Cumbria thrive with a private enterprise approach.
“Local authority performance is directly linked to economic growth and it is hoped that the Mayor would be a driver for improvement in our authorities and their relationship with business. For businesses to have confidence in local government, councils must be more efficient, transparent, and proactive. The introduction of a Mayoral Combined Authority presents a chance for stronger leadership and higher expectations. I will be extremely proud of Cumbria if we can reach a point in time that identifiable collaboration is an embedded culture in the relationship between business and local authorities”
Keep up to date with Nicky Gordon on his LinkedIn here.