Strategy, vision and values

We’re focussed on doing the best for our customers, whilst recognising that to do that we need to ensure our homes are of the highest quality and we have the right people working in line with our organisational values.

Our vision

The most trusted housing association with happy customers.

Our mission

Fantastic homes and services by brilliant people.

Our foundations

Our values

Our Business Strategy

Our Business Strategy 2024-2035 is built on three foundations – Happy customers, Fantastic homes, and Brilliant people. In line with feedback we’ve received from customers, colleagues and partners, we’ve made it a lot shorter, simpler and snappier than its predecessor. We’ve even gone so far as to sum it up on a single page (see the aptly-named ‘Our plan on a page’ on page 3).

As our strategy is focussed on doing the best for our customers, we need to ensure we have sound insight and evidence so that we can understand their needs and opinions and keep these front and centre when developing our plans and services.

In developing our Business Strategy, we've drawn on a range of customer insights and customer feedback including:

• Analysis of demographic data
• Expressions of dissatisfaction
• Feedback from consultation with our involved customer group
• Feedback from consultation with customers at Touchpoint stores
• Feedback from customers on specific elements of the strategy
• Feedback from partners and colleagues
• Responses to customer satisfaction surveys

These factors will continue to guide our strategic direction in the future and we'd like to thank customers, colleagues and partners for their valuable input.

Read our refreshed Business Strategy 2024-35.