Our Corporate Plan

Our Future Corporate Plan 2024-2027

www.wvht.co.uk 0300 303 9848

ABOUT US Weaver Vale Housing Trust is a housing association, formed in July 2002, operating in Cheshire and Warrington. We are an independent organisation with a clear vision for our future which places, our customers at the heart of all we do. The Trust has and continues to invest significantly in assets, services, and the communities in which we work, to support when needed individual and community resilience, thus improving outcomes and life chances.

The Trust owns over 6,500 homes, the vast majority of which are social rent tenure, a large portfolio of garages, over 30 shops, 11 community play areas and a variety of green open spaces. Our portfolio of homes is both diverse in type and location, spread across a relatively large geographical area of Cheshire and Warrington, ranging from large estates, independent living schemes, as well as clusters of homes in many rural and semi-rural areas.

This diversity brings with it a varied customer base, with a broad range of expectations and aspirations. Whilst the Trust works in some high value areas, poverty and hardship is a stark reality for many Cheshire communities, something which has been further exacerbated by the pandemic and ongoing cost of living crisis. This has resulted in heightened concerns for many residents, in respect of health and wellbeing, debt, housing need, food/fuel and digital poverty. These issues, whether in isolation or combined, do impact on someone living a fulfilled life.

It is against this backdrop that the Trust is committed to playing our part in ensuring a continued focus not just on ‘Building Back Better’ but crucially ‘Fairer’ to address the growing inequalities that impact many customers and communities daily. Key to achieving this will be engaging with customers and colleagues to listen, seek feedback and understand both lived and living experiences.

In 2024 we were awarded a C1 grading from the Regulator of Social Housing. We are one of the first landlords in England to earn a C1 grading, which was introduced in April 2024. The new C grading is focused on ensuring customers are safe in their homes, treated with fairness and respect and able to influence the quality of services.

We have also retained the highest grades for both Viability - V1 and Governance - G1. The three gradings cover: How well our governance arrangements enable the Trust to effectively manage risks, adequately control the organisation and ensure it continues to meet its objectives (G grading) Our financial viability and whether we are in a good financial position to deliver our business and corporate plans (V grading) A brand-new consumer grading (from April 24) focused on ensuring tenants are safe in their homes, treated with fairness and respect, plus able to influence the quality of services received (C grading)

OUR FUTURE Corporate Plan Our Vision & Values Despite significant uncertainties over the last four years, caused by the pandemic, political and economic turmoil, and current cost of living crisis, it is vital the Trust maintains a clear direction of travel and is not distracted from our goal of achieving our Vision.

“Working together to provide quality homes, places and services, making a positive impact for people” T h e T r u s t w i l l c o n t i n u e t o e m b e d t h e r i g h t c u l t u r e b u i l t a r o u n d o u r v a lu e s a n d c o m m it m e n t t o p u t t in g t h e c u s t o m e r a t t h e h e a r t of all we do.

T h e s e v a l u e s t h e r e f o r e g u i d e c o l l e a g u e s a n d i n f o r m c u s t o m e r s , p a r t n e r s , a n d s t a k e h o ld e r s h o w t h e T r u s t w ill b e h a v e in t h e d e l i v e r y o f o u r s e r v i c e s a n d i n a ll o t h e r a s p e c t s o f o u r w o r k .

Compassionate

Accountable

Respectful

Exceptional

OUR FUTURE Corporate Plan Setting the foundations I n d e v e l o p i n g o u r n e w P l a n , o u r k e y p r i o r i t i e s a n d s t r a t e g i e s , w e h a v e d e v e lo p e d s e v e r a l ‘ p r in c ip le s ’ t o h e lp g u id e u s t o m a in t a in a f o c u s o n w h a t m a t t e r s o n o u r jo u r n e y t o w a r d s t h e V i s i o n , n a m e ly :

Governance excellence Keeping people safe Service excellence, agility and innovation

Our Foundation Principles

Values, and a performance dri ven culture Value for money and return on invest ment Effective engagement and communi cat ion Data driven decision mak ing Environmental, social and governance Partnership working Equity, Diversity and Inclusion

OUR FUTURE Corporate Plan Corporate Overarching Priorities W e a r e c o m m i t t e d t o c o n t i n u e d i n v e s t m e n t i n s e r v i c e s , e x i s t i n g h o m e s , r e g e n e r a t io n , a n d s u s t a in a b le g r o w t h .

Maintaining strong financial viability.

D e l i v e r i n g e x c e l l e n t f r o n t - l i n e s e r v i c e s a n d a p e r s o n - c e n t r e d e x p e r ie n c e .

E n s u r i n g t e n a n c y s u s t a i n m e n t a n d c u s t o m e r r e s i l i e n c e r e m a i n s a k e y p r io r it y t o m it ig a t e c o s t o f liv in g p r e s s u r e s .

P r o v i d i n g w e l l m a i n t a i n e d a n d s a f e h o m e s - d e l i v e r i n g a l l i n v e s t m e n t / m a in t e n a n c e a n d k e e p in g a ll c u s t o m e r p r o m is e s .

C o n t i n u n i n g t o s t r e n g t h e n t h e c u s t o m e r v o i c e a n d e m b e d t h e v a lu e o f liv e d a n d liv in g e x p e r ie n c e .

Maintain strong engagement with our people.

D e l i v e r i n g s u s t a i n a b l e g r o w t h t h r o u g h n e w h o m e s a n d a p p r o p r i a t e s t o c k r a t io n a lis a t io n b y o t h e r s .

C o n t i n u e t o g r o w g r a n t f u n d e d s u p p o r t s e r v i c e s t h a t s u p p o r t o u r n e w v is io n .

E n s u r i n g a l l r e l e v a n t r e g u l a t o r y a n d l e g i s l a t i v e r e q u i r e m e n t s a n d e x p e c t a t io n s a r e m e t .

Strengthening local and regional partnerships.

OUR FUTURE Corporate Plan Our Strategies We have developed five strategies to deliver the 2024-27 ‘Our Future’ Corporate Plan.

O u r C u s tom ers A person-centred customer experience

Our Homes & Places Homes and places that are safe and desirable

Our Money Ensure the long-term financial sustainability of the Trust

Our People A culture of trust, openness, and inclusivity where all colleagues can f l o u r i s h , b e s a f e a n d d e l i v e r e x c e l l e n t s e r v i c e s t o o u r c u s t o m e r s ( in t e r n a l a n d e x t e r n a l)

Our Environment I m p r o v i n g t h e e n v i r o n m e n t a l s u s t a i n a b i l i t y o f W V H T , i t s h o m e s a n d p la c e s

OUR FUTURE Corporate Plan Customer Engagement W e h a v e m a n y r o u t e s t o e n g a g e m e n t a n d c o l l e c t i n g c u s t o m e r f e e d b a c k , in c lu d in g a S T A R ( S u r v e y o f T e n a n t s & R e s id e n t s) c u s t o m e r s a t i s f a c t i o n s u r v e y u n d e r t a k e n i n d e p e n d e n t l y t w i c e a y e a r a n d in c o r p o r a t in g t h e n e w r e g u la t o r y T e n a n t S a t is f a c t io n M e a s u r e s . S u c h f e e d b a c k a n d i n t e l l i g e n c e i s u s e d t o s u p p o r t c o n t in u o u s im p r o v e m e n t a n d t h e d e s ig n o f s e r v ic e s , p o lic y , a nd a s s o c i a t e d i n v e s t m e n t . T h i s i s c a r r i e d o u t w i t h i n a f r a m e w o r k o f c o - r e g u la t io n v ia t h e B o a r d a n d C u s t o m e r A s s u r a n c e T e a m ( C A T) who meet at least twice a year.

Customer feedback is further strengthened and enhanced by a Customer Charter and Feedback Framework and programme of c o m m u n i t y w a l k a b o u t s . W e r e m a i n c o m m i t t e d t o t h e N H F ( N a t i o n a l H o u s in g F e d e r a t io n ) ‘ T o g e t h e r w it h T e n a n t s C h a r t e r ’ a n d w e were an early adopter of the Housing Ombudsman Code.

OUR FUTURE Corporate Plan Risks, Financial Viability and Resources W e h a v e a d o p t e d a r o b u s t R i s k M a n a g e m e n t P o l i c y a n d c o n t r o l f r a m e w o r k t o m a n a g e a n d m o n it o r t h e r is k t h a t it is e x p o s e d t o t h r o u g h o u r C o r p o r a t e R i s k R e g i s t e r . W e p r o v i d e a s s u r a n c e b y u t i l i s i n g “ t h r e e l i n e s o f d e f e n c e ” , w h i c h in c o r p o r a t e s e x t e r n a l s c r u t i n y t o m a n a g e a n d c o n t r o l r i s k s , a s w e l l a s p r o v i d e n e c e s s a r y a s s u r a n c e . T h e B o a r d h a s s e t o u t it s c o r p o r a t e r is k a p p e t it e fo r e a c h o f t h e f i v e s t r a t e g i e s a n d k e y o p e r a t i o n a l r i s k a r e a s , w h i c h is r e v ie w e d a n n u a lly .

O u r a n n u a l b u d g e t s e t s o u t t h e f i n a n c i a l p l a n s a n d G o l d e n R u l e s f o r t h e n e x t 1 2 - m o n t h s t o d e liv e r t h e c o r p o r a t e s t r a t e g y a ims, p r o j e c t s , p r i o r i t i e s a n d a s s o c i a t e d S t r a t e g i c A s s e s s m e n t M e a s u r e s ( S A M s ) . F in a n c ia l p e r f o r m a n c e is r e p o r t e d q u a r t e r ly t o t he B o a r d a n d m o n t h l y t o t h e E x e c u t i v e T e a m . T h e B u s i n e s s P l a n t a k e s a lo n g e r f in a n c ia l v ie w ; f o c u s in g in it ia lly o n t h e n e x t f iv e y e a rs a n d t h e n e x p a n d i n g t o l o o k a t a 2 5 - y e a r p r o j e c t i o n . T h e B u s i n e s s P la n is b u ilt o n r e a lis t ic a s s u m p t io n s o f in c o m e a n d e x p e n d it u r e , s u c h a s t h e i n v e s t m e n t p l a n a n d f i n a n c i a l r e s o u r c e s n e e d e d t o d e liv e r t h e c o r p o r a t e s t r a t e g y a im s , p r o je c t s , p r io r it ie s w it h in e ach strategy and associated SAM’s.

W e h a v e b e e n a w a r d e d a C 1 g r a d i n g f r o m t h e R e g u l a t o r o f S o c i a l H o u s in g . W e a r e o n e o f t h e f ir s t la n d lo r d s in E n g la n d t o e a r n a C 1 g r a d i n g , w h i c h w a s i n t r o d u c e d i n A p r i l t h i s y e a r . T h e n e w C g r a d in g is f o c u s e d o n e n s u r in g c u s t o m e r s a r e s a f e in t h e ir h o m e s , t r e a t e d w i t h f a i r n e s s a n d r e s p e c t a n d a b l e t o i n f l u e n c e t h e q u a l i t y o f s e r v ic e s .

We have also retained the highest grades for both Viability - V1 and Governance - G1.

The three gradings cover: H o w w e l l o u r g o v e r n a n c e a r r a n g e m e n t s e n a b l e t h e T r u s t t o e f f e c t iv e ly m a n a g e r is k s , a d e q u a t e ly c o n t r o l t h e o r g a n is a t io n a n d ensure it continues to meet its objectives (G grading) O u r f i n a n c i a l v i a b i l i t y a n d w h e t h e r w e a r e i n a g o o d f i n a n c i a l p o s it io n t o d e liv e r o u r b u s in e s s a n d c o r p o r a t e p la n s (V grading) A n e w c o n s u m e r g r a d i n g ( f r o m A p r i l 2 4 ) f o c u s e d o n e n s u r i n g t e n a n t s a r e s a f e in t h e ir h o m e s , t r e a t e d w i t h f a i r n e s s a n d r e s p e c t , p l u s a b l e t o i n f l u e n c e t h e q u a l i t y o f s e r v ic e s r e c e iv e d ( C g r a d in g ) W e c o n t i n u e t o s h a p e o u r p l a n s f o r t h e T r u s t , a n d w e k n o w t h e r e ’ s s t ill w o r k t o d o . W e w a n t t o c o n t in u e t o i m p r o v e o u r s e r v i c e s a n d m a k e a p o s i t i v e d i f f e r e n c e t o c u s t o m e r s a n d c o m m u n it ie s . It is c u s t o m e r v o ic e s that matter most, and we must and will keep listening.

OUR FUTURE Corporate Plan Performance Management & Review W e h a v e a c o m p r e h e n s i v e s e t o f p e r f o r m a n c e a n d s a t i s f a c t i o n in d ic a t o r s . E a c h y e a r t h e B o a r d e s t a b lis h e s s e v e r a l S t a t e g ic A c h i e v e m e n t M e a s u r e s ( S A M s ) l i n k e d t o e a c h s t r a t e g y a r e a , t h a t a r e m o n it o r e d q u a r t e r ly . T h e S A M s p r o v id e h ig h le v e l a s s u r a n c e t h a t t h e s t r a t e g i e s a r e d e l i v e r i n g w h a t i s e x p e c t e d f r o m t h e m , t h e s e a ls o in c lu d e T e n a n t S a t is f a c t io n M e a s u r e s r e c e n t ly in t r o d u c e d by the Regulator of Social Housing.

A c o m p r e h e n s i v e s e t o f P r o p e r t y C o m p l i a n c e K P I s c o v e r i n g t h e ‘ B ig 7 ’ c o m p lia n c e a r e a s w h ic h a r e a ls o m o n it o r e d q u a r t e r ly, i n c l u d i n g e n h a n c e d r e p o r t i n g f o r D a m p , M o u l d , a n d C o n d e n s a t i o n , a s w e ll a s o v e r s ig h t o f a n y p r o p e r t y d is r e p a ir .

A q u a r t e r l y C h i e f E x e c u t i v e R e p o r t a l s o p r o v i d e s o t h e r o p e r a t i o n a l p e r f o r m a n c e u p d a t e s ( b y e x c e p t io n ) a n d s e r v ic e o u t c o m e s t h r o u g h o u t t h e y e a r , f u r t h e r s u p p o r t e d b y a v a r i e t y o f a n n u a l r e p o r t s a n d q u a r t e r ly u p d a t e s in c lu d in g a c o m p r e h e n s iv e C u s t o m er Insights Report.

T h e C o r p o r a t e P l a n w i l l b e s u b j e c t t o a n a n n u a l r e v i e w b y t h e B o a r d a n d p r o g r e s s is a g a in s t S A M s a n d s t r a t e g ic f o u n d a t io n p r o j e c t s / p r i o r i t i e s a r e r e p o r t e d q u a r t e r l y . T h e B o a r d a n n u a l s t r a t e g y e v e n t s in S e p t e m b e r a n d Ja n u a r y a ls o a llo w f o r s t r a t e g ic ‘ inyear’ review/reflection to take place.