Our 2019 – 2024 plan
Our 2019 – 2024 plan
Our 2019-2024 plan focused on providing good services; being a well-run social business; delivering more homes and being a place where colleagues love to work.
We are proud of what we achieved during that plan.
We are committed to increasing the supply of affordable homes in the areas in which we work. We agreed with our Board to be agile about our housing targets during this plan, so that we could continue to increase the number of new homes we delivered in a financially responsible way.
| Year | Target | Achieved |
| 2023-24 | 200-300 | 212 |
|
2022-23
|
300 – 400
|
216
|
| 2021-22
|
230
|
182
|
| 2020-21
|
150
|
156
|
| 2019-20
|
180
|
113
|
| 2018-19
|
120
|
123
|
We’re working to improve how easy it is for our residents to access our services and the trust they have in us as a business.
We measured this through a customer effort score and a customer trust score.
| Year | Target | Achieved |
| 2023-24 | Effort: < 4.0 Trust: > 7.2 |
Effort: 2.83 Trust: 7.4 |
|
2022-23
|
Effort: < 4.0 Trust: > 7.0 |
Effort: 3.0 Trust: 7.4 |
|
2021-22
|
Effort: < 4.0 Trust: > 7.0 |
Effort: < 4.3 Trust: > 6.6 |
|
2020-21
|
Effort: < 4.0 Trust: > 7.2 |
Effort: < 4.3 Trust: > 6.8 |
|
2019-20
|
Effort: < 4.5 Trust: > 7.2 |
Effort: < 3.2 Trust: > 6.3 |
|
2018-19
|
Effort: < 3.8 Trust: > 7.7 |
Effort: < 4.3 Trust: > 6.6 |
We need to make sure we have sufficient funds to deliver our new homes and continue investing in existing properties. We measure this through our operating surplus. We agreed a revised target with our Board for the financial year 2023/24 to achieve an operating surplus of 27%.
| Year | Target | Achieved |
| 2023-24 | 27% | 27.6% |
| 2022-23
|
30%
|
28% |
| 2021-22
|
30%
|
29%
|
| 2020-21
|
30%
|
32.8%
|
| 2019-20
|
33%
|
31.3%
|
| 2018-19
|
35%
|
31.1%
|
| Year | Target | Achieved |
| 2023-24 | 27% | 27.6% |
| 2022-23
|
30%
|
28% |
| 2021-22
|
30%
|
29%
|
| 2020-21
|
30%
|
32.8%
|
| 2019-20
|
33%
|
31.3%
|
| 2018-19
|
35%
|
31.1%
|
| Year | Target | Achieved |
| 2023-24 | 27% | 27.6% |
| 2022-23
|
30%
|
28% |
| 2021-22
|
30%
|
29%
|
| 2020-21
|
30%
|
32.8%
|
| 2019-20
|
33%
|
31.3%
|
| 2018-19
|
35%
|
31.1%
|
We want to create an environment for our colleagues which is simple to work in and part of a business they can increasingly trust. We now measure this through a colleague engagement score to help us better show how we are understanding and responding to colleague feedback.
| Year | Target | Achieved |
| 2023-24 | 8.3 | 7.9 |
| 2022-23
|
8.3
|
8.3
|
| 2021-22
|
82%
|
78%
|
| 2010-21
|
77%
|
82%
|
| 2019-20
|
77%
|
76%
|
| 2018-19
|
75%
|
75%
|
Other performance measures
We also report on our performance against: