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Provide affordable homes and services
and places where people want
to live and work

Our Priorities and Values


  • A digitally enabled organisation
  • Mobile workforce
  • Door step delivery
  • Simple and slick processes
  • Efficient organisational structures
  • Highly trained and adaptable workforce


  • Clear targets and outcomes
  • An integrated IT system providing one version of the truth
  • Clear line of sight (everyone working to one direction)
  • A culture of responsibility and ownership of issues

Customer orientated

  • Expanded new build programme to meet local need
  • Responsive services based on need and customer insight
  • Multi channel approach to service delivery
  • Easy to use digital services
  • Flexible range of feedback and engagement opportunities


  • All properties contributing positively to the business plan
  • Effective income management and cost control
  • Unit costs comparable with peers
  • Increased productivity and capacity to grow
  • Lean and efficient organisational structures
  • Financial strength
  • Strong governance and regulatory compliance

To achieve this we will:

  • Adopt our values in our day to day work
  • Realign budgets and service plans
  • Agree relevant, focused KPIs
  • Implement new customer engagement and feedback processes
  • Carry out customer journey mapping to improve processes
  • Re-state our service standards
  • Reconfigure housing services
  • Optimise asset performance
  • Provide new affordable homes across a range of tenure types
  • Implement a new IT solution
  • Digitally enable our customers and workforce
  • Introduce smart technology (2 device policy)
  • Re-design tenancy sustainability services
  • Organisational development and HR policies to support new ways of working

By 2021 we will have achieved:

  • Efficiency savings of £5.33m
  • Maintained 90% Customer Satisfaction
  • 80% Staff Satisfaction
  • 258 new units/conversions for rent/shared ownership
  • Unit costs comparable with peers
  • 50% of customers transacting online
  • 22% increase in EBITDA
  • 25% increase in Group operating margin