FOCUS ON OUR FUTURE OUR CORPORATE PLAN 2017-20
From our Chair... FROM OUR CHAIR... Jonathon Davies
Created in 2011 we are one of the largest social landlords in Wales. Since we were formed six years ago our main focus has been to deliver the promises set out to our customers, which included bringing homes up to the Welsh Housing Quality Standard. Having achieved this in 2017 we now look to the future. The Board has agreed the future direction, guiding us to 2020 and has set four strategic objectives. These are based on the needs of our customers, our review of the external environment and play to our strengths whilst recognising and addressing our weaknesses. Our plans are exciting and set out what our customers and staff can expect from us. Our vision by 2020 is to continue to build upon the foundations set down during the first six years. Our plans include delivering services which exceed customer expectations and investing in much needed homes.
To achieve our vision, our priorities over the coming years will be to:
1
Invest in our current homes and communities
2
Develop our people
3
Maximise our use of technology to deliver what matters to customers
4
Build more homes and collaborate with other organisations
Our plans are ambitious and we believe passionately in our social purpose. Providing homes, building communities and delivering outstanding services will continue to be our driving force.
Who we are We are more than a housing provider We want to have a positive impact on our communities and the people who live in them. We believe we can do this by providing high quality homes, delivering great services and creating opportunities.
We are customer focussed Customers are at the heart of our business. By treating everyone fairly and understanding their diverse needs we can provide services which have a positive impact on customer’s lives.
We are forward thinking We search for solutions and new ways of working that overcome challenges faced by our customers, communities and partners.
We are well governed and financially strong We aim to maintain the highest financial viability and governance rating from the Welsh Government, meeting the standards in all matters relating to prudent financial planning including financial control and risk management.
Our vision, mission and values We provide over 9,000 homes and a range of services to customers across our local communities. We reinvest our surpluses to enhance our services and provide more homes.
Our vision Making a Difference Our staff understand this vision and its simplicity frames our work with customers. All our future work must meet this expectation.
Our mission Great Homes, Great Communities We’re committed to ensuring our customers have homes where they can thrive, in communities they can feel proud of.
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Our values
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We believe that how we work with our customers and stakeholders is integral to what we do. As such, our values underpin the work we carry out and our staff are committed to upholding them:
Teamwork – working together by sharing information and supporting each other to achieve our goals.
Commitment – working with enthusiasm and dedication to deliver high quality services.
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Honesty – being truthful, clear and transparent.
Respect – treating others as you expect to be treated yourself.
Professionalism – making a positive impression through skills, behaviours and appearances.
Our values run through everything we do, helping our customers see and staff ensure that we are an ethical, responsible and accountable business.
Homes and Communities Continue to invest in our homes and communities We’ve invested a significant amount in our homes and communities but we don’t want it to stop there. We want to enhance our outdoor spaces and will spend money on fencing, walls, paving and other external work, so our customers can feel proud of where they live. Our contractors will help us deliver this, supported by our own staff and our new employment initiative, the Copper Foundation.
We also want to develop new and innovative services for our customers. Helping people into work through our Copper Foundation project will give people who are unemployed and with little or no work experience a unique opportunity to benefit from a year of training and paid work. We will also seek opportunities for our customers to make their money go a little further by providing access to more affordable energy and low cost credit options.
Our plans include:
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Upgrading our neighbourhoods
2
Providing the best possible homes for our customers
3
Ensuring our processes are fit for purpose
4
Developing community services including: creating job opportunities developing affordable credit options for our customers working with our partners on financial literacy initiatives for our customers and their children exploring ways to help customers reduce their energy costs
Our People Develop our workforce to improve effectiveness of service delivery The best way to give great service to our customers is to be a fantastic place to work. One of our main ambitions is to make our people feel really inspired and supported to work effectively. Through open communication and a strong leadership culture we will maintain a happy, productive, healthy workplace.
Our plans include:
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Adapting roles and structures to reflect changing customer and organisational priorities
2
Enhancing the skills, engagement and performance of our people
3
Improving our succession and workforce planning
4
Developing our leadership standards so our people can take greater ownership and responsibility for their work
Technology Maximise our use of technology to deliver what matters to customers We have big plans to improve some of our ways of working. Through embracing new technology and working smarter we want to improve the customer experience providing greater innovation in the way we interact with them. We will ensure our processes and systems are efficient, meet the needs of our customers and support new and innovative ways of working. We will offer more accessible ways for our customers to interact with us, in a way they want and at a time that suits them. We plan to deliver services in a convenient and flexible way by providing a range of options, taking into account the diverse needs of our customers.
Our plans include:
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Reviewing and streamlining processes to ensure they are fit for purpose
2
Making it easy for customers to interact via technology to do things like reporting repairs on-line
3
Ensuring staff have accurate information available at their fingertips at all times
4
Providing a range of options for customers to interact, based on their diverse requirements or preferences
Growth Pursue opportunities for growth There is always a demand for good quality homes and as a responsible landlord we are actively looking to increase the number of homes we have. We aim to have an additional 300 homes by 2020. We will achieve this by building new homes and buying existing properties in places where we know people want to live. Most homes will be for affordable rent but some will provide housing solutions for ownership and market rent.
Our plans include:
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Increasing our stock of homes both inside and outside the Borough
2
Expanding opportunities for intermediate and social market rent
3
Considering options to help people own their own home through building for sale
4
Exploring opportunities for collaboration with other organisations
For more information on our Corporate Plan, please visit www.taitarian.co.uk