Introduction from Glenn Harris
In April 2019 we launched our new corporate plan, Making What Matters Brilliant which focuses on delivering first class core landlord services, delivering a step change in the level of new affordable homes built and ensuring we focus on being a great employer, and somewhere people aspire to work.
In short, our aim is to focus on the day to day issues that our customers have told us matter most to them, be it getting our repairs right first time or resolving anti-social behaviour issues, and devote our full energy to making these issues better. We will avoid trying to operate across too broad a range of services and lose focus on what matters most to our customers.
I’m pleased to say that the first year has been a great step in the right direction:
- Recorded customer satisfaction scores across the year over 90%
- Put the keys to 570 brand new homes into the hands of families across the Midlands
- Maintained our G1 V1 and Moody’s A1 stable ratings
- Installed £18m worth of new kitchens, bathrooms and roofs
- Recorded our highest ever colleague engagement scores showing we are well on track to becoming a top employer.
Finally, our finances are stronger than ever. We have delivered another strong surplus, based on our operating surplus of £86.4m, and sales of 248 homes to existing customers through the Government’s Voluntary Right To Buy pilot.
The work we have done over the last five years to make sure we are a strong business means we have record levels of liquidity, at a time when that is ever more crucial. We are of course ambitious, we want the best for our customers and staff, but we will not be reckless, we will focus as much on managing and protecting our current business as we will on growth and new ventures.
Looking ahead, our focus and priority is therefore ensuring and maintaining the safety of our customers in their homes, doing all we can to support them to maintain their tenancies, and develop our staff to ensure we can continue to deliver first class services.
The future is uncertain, but the purpose, strength and endeavour of this organisation is not. It means we will emerge through the pandemic and push on towards our goals to build new affordable homes, deliver first class services and be an organisation we can all be proud of.
How we're performing
We publish our Financial Statements every year as a way of staying transparent and benchmarking our performance.
Customer Annual Reports
Our customer annual reports show our progress and key successes over the last 12 months.
Value for Money Statements
Our Value for Money (VFM) Statements aim to demonstrate what work has been carried out during the last 12 months.