Our Strategy

Building on Strong Foundations

Our 5-year Corporate Strategy runs from 2024 to 2029 and builds on the successful outcomes from our previous 2-year plan, which was all about getting back to basics and ensuring permanent change is built on strong foundations.

Watch the video below for a brief overview of our corporate strategy or download our full Corporate Strategy.

Putting Customers First

All our ambitions for the next 5-years are based on how we put our customers first. We want to be recognised as leading the way with our customer-driven approach.

Our customers tell us the most important things to them are…

That we invest in their homes That we are straightforward and do what we say we'll do That we improve their communities and shared spaces with a focus on safety

Our 5-Year Ambitions

In five years time...

My Home We have More of our We have increased

My Service Our customers By listening We have increased the number of customers

My Community We have Our strong We have increased our presence in communities, so that we are there for our customers when they need us

What are we working on now?

Here's what we'll be focusing on between April 2026 and March 2027

My Home

We'll keep investing to make our homes safer, more energy efficient and more affordable. This will be supported by a new IT system that stores all the information we gathered from last year's building surveys.
We'll also look at our long-term plans for retirement living and sheltered housing. This will include getting feedback from people who live in these homes.
For empty homes, we want to reduce the time it takes to get them ready for new customers to move into. We're also raising the bar of the standard of empty homes, with all homes being painted throughout and new carpet in the living area before they are relet.

My Service

We'll improve our repairs and complaints services, making sure you get a good service from your first contact with us through to the work being completed to a high standard.
We'll be launching a new online customer portal to give you easy access to the things that you've told us you need.
There will be new ways to keep you up to date with the latest information and news, such as email and WhatsApp channels.
We'll continue reviewing service charges to make sure your feedback is reflected in what you pay and the services you receive.
We'll also look at the root causes of common complaints, making sure there is clear ownership and accountability to resolve them. Our aim is to prevent issues from becoming complaints in the first place.

My Community

We'll create neighbourhood plans tailored to where you live, working with residents and local partners to improve your community. The first step is to gather your feedback.

Some of this work will take longer than 12 months, but we’ll keep you updated on our website and in future updates.

Our People

To put our customers first, we have to deliver a people experience that enables our colleagues to perform at their best for our customers. Our People Strategy shows how we will invest in our colleagues over the next 5 years.

Our people mindset

Enablers

We're also investing in our technology, to make sure that dealing with us is easy and effective. We'll make sure our work is cost effective and provides value for money so that we can invest more into homes and services. And we'll maintain a legal and safe environment for our customers and colleagues.

How we will know if our strategy is working

We're keeping it simple. By keeping a close eye on customer and employee satisfaction, we'll know if we are getting things right.

Customer Satisfaction Employee Satisfaction

Our supporting strategies

Underpinning our Corporate Strategy are our key supporting strategies. They will guide our activity and focus for the next 5 years to make sure that we deliver on our ambitions.