In 2020, we launched our Let’s Go!  2020-2025 Business Plan and a suite of accompanying strategies, setting out our aims for the next five years. Our main focus is on providing excellent housing at a price people can afford. We are also committed to working with our partners to nurture strong communities in all the areas where we provide homes and services.

At the heart of our plans is our Customer Promise, which sets out our five service priorities for the next five years. It was created in consultation with residents, so it reflects what matters most to our customers. 

Working alongside our partners, we will deliver on this promise to ensure that people in our communities have the homes and services they need.

Check out the video below to find out more about our Customer Promise!


Our Customer Promise



First-class repairs service

We will deliver a first-class repairs service that is effortless and convenient for you. We will carry out property checks to spot repairs issues and fix them before they become urgent. When a repair is needed, we will give you a great experience. 

This means: 

  • booking a repair will be easy and can be done at any time
  • you will have a choice of appointment times that suit you
  • we’ll arrive on time and fix the problem on our first visit (on at least nine out of ten occasions)

Safe communities

We know that safety matters to you, so it matters to us too. 

We will work closely with partners to ensure that you can feel safe in and around your home, including dealing with anti-social behaviour. 

Our focus will be on working with partners in your neighbourhood to address incidents quickly and effectively, and to develop preventative measures.

Community development

We know that the community you live in can help to make a house feel like a home, so we will invest £1 million into projects that enhance the lives of our residents and help build strong communities. 

To help deliver the biggest positive impact, we will work in partnership with other organisations in the community.


Flexible housing options

You should have a home that suits you and your lifestyle. We know how important it is to offer flexible housing options that meet people’s diverse needs throughout their lives, so we will provide more suitable and attractive choices. 

If you are moving to a smaller home, we will help you to understand your options and find a new home that is right for you – and we will support you throughout the process.


100 new homes for social rent

Providing people with genuinely affordable homes by building housing for social rent is a key goal of ours – and it will remain so. 

To deliver more social housing in the places that need it most, we will: 

  • work with partners 
  • obtain grant funding 
  • invest money from Right to Buy sales


Click here to find out more about our plans for 2020 - 2025