Strategic Plan
Strategic Plan 2005 / 2010
Our Vision - To be the Best Housing Partnership in the United Kingdom
By 2010 we see a Group that is providing outstanding housing and care services. We aim to be recognised through our exceptional customer feedback and by our results in key business areas. We want to achieve this whilst at the same time keeping our cost base low, our services competitive and our operations efficient.
We aim to achieve growth through development and new group members adding further strength and stability to our long-term future. We aim, through effective use of our resources, to do all of this and build a Partnership that makes a difference - one that is the Best.
We will define and measure the achievement of our Vision through implementation of the following Strategic Priorities:
Priority One - Customer Services
Target
Achieve 100% satisfaction levels and top 10% in housing performance indicators
Measurement
Satisfaction surveys and Status.Regular benchmarking and annual, independent assessment
Priority Two - Resources
Target
Achieve 2.5% cost/waste saving year on year, on average unit costs, redirecting this to front line services
Measurement
Top quartile position for all Group Members, in the Operating Costs Indices
Priority Three - Business Growth
Target
Develop 500 homes per annum and attract 2 new Group Members
Measurement
Development programme and regular performance monitoring regarding cost benefit/value of growth
Our number one priority is to deliver Outstanding Customer Service
This commitment is not about saying yes to every service request. Our customers and staff know that we have limited resources and that we often need to prioritise. Our commitment to Outstanding Customer Service is about how we respond and react to customers; it is about being professional, courteous, treating people with respect and dignity.
It is about doing the simple things well, like returning phone calls, keeping appointments, keeping people informed; and about being trustworthy. During every customer interface, in their home, on the estate, in the office or over the phone, we will deal with service requests in a way that demonstrates our number one priority.
Underpinning this commitment is our aim to get Service Right, First Time
We will keep our four Core Values at the heart of how we do business
People - we focus on customers and staff
Teamwork - we work together towards shared objectives
Success - we aim to succeed in all we do
Integrity - we operate with transparency and honesty
Annual Reviews 2004 / 2005
- Flagship Housing Group
- Peddars Way Housing Association
- Suffolk Heritage Housing Association
- Kings' Forest Housing
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