Our 2050 Strategic Plan, A great home for everyone, sets out our plan for the next 30 years. Our social purpose remains unchanged – we’ll carry on providing homes people can afford; strive to ensure our homes are safe and decent; work hard to improve our services to customers; and continue to support our communities.
This year, we continued to listen to our customers, and worked with them to build our capabilities and deliver better and more resilient services.
We started a huge programme of reorganisation, establishing a new Operations directorate, to deliver joined-up services, bringing London property maintenance in-house (covering 11,000 homes) and running a pilot programme to test out our new neighbourhood operating model. We also continued to invest in digital tools for customers, making it easier for them to ‘self-serve’.
We invested a further £6.7m in remediating building safety issues this year, revamped our damp and mould processes and updated our complaints process, so that we can resolve complaints faster.
We remain committed to building more affordable housing, starting work on 2,105 homes this year, with ambitions to be building 1,500 to 2,000 homes a year over the next decade.
We also continued on our journey to be a more inclusive and diverse organisation, and continued to invest in efficiencies to ensure we deliver the best value for money for our customers.