We exist to provide high-quality, safe homes and community services that create a strong foundation for people to thrive. As an anchor organisation, we are committed to sustaining the regeneration of Castle Vale and strengthening our role within the community.
We will build strong partnerships with our customers, other community anchors, and stakeholders, working together to build resilient communities where everyone has the opportunity to grow, succeed, and feel supported.
Our purpose is to make a meaningful difference in people’s lives – both today and for future generations.
We will be a great community landlord, driven by our values, providing safe, warm homes while treating every customer fairly, with respect, and be responsive to their needs. As an anchor organisation in Castle Vale, we are committed to creating opportunities for people to thrive and supporting our community to reach its full potential.
Our 2025-2028 Corporate Plan reflects this vision, focusing on excellence in housing, customer service, and community regeneration, while also contributing to the supply of new homes for those in need.
Our values guide everything we do, helping us to ACT: to be Accountable to our Community by working Together. These are not just words; they are the principles that drive our actions and shape our culture.
Accountability
We hold ourselves to high standards and do what we say we will do.
Community
We create a safe and supportive environment where everyone can thrive.
Together
We succeed by working together.
In the next 3 years we will…
• Put customers at the heart of everything we do.
• Build trust by doing what we say we will do and learning from our mistakes.
• Work with compassion and empathy, treating everyone with dignity and respect.
• Listen to customers, gather evidence and use the insight to design services that meet customer needs.
• Develop services that are easy to access and simple to use.
By 2028:
• 90% of customers will say they are happy with our services
• 90% of our customers will say we treat them fairly and with respect
• 80% of our customers will say that we listen and act on their views
• 60% of our customers will say they are happy with our approach to complaint handling
In the next 3 years we will…
• Gather and maintain robust survey data on all our homes
• Prioritise investment to ensure homes are well-maintained and meet our customers’ needs – providing quality homes they can be proud of.
• Ensure all homes are safe by meeting the latest legislative and regulatory requirements.
• Improve energy efficiency, making homes warmer and more sustainable for the future.
• Build new social homes to meet community needs.
By 2028:
• 82% of customers will say they are happy with the overall repairs service.
• We will have an accurate and up-to-date understanding of the condition of our properties.
• 92% of our homes will be rated EPC band C or better for energy efficiency.
• We will be 100% compliant in all property health and safety areas, covering, gas, electrical, fire, damp, mould and condensation, asbestos, lifts and water.
• The quality of our homes will exceed sector requirements including the Decent Homes Standard, Building Safety & Awaab’s Law.
In the next 3 years we will…
• Work with the community to identify long term solutions to specific and identified need, adapting our community regeneration offer to deliver sustainable solutions for the future.
• Continue investing in community regeneration, securing funding sources that complement identified needs and strengthen our financial capacity.
• Continue to deliver support services that enable customers to sustain their home and live active, healthy and meaningful lives.
• Re-invent the Castle Vale Partnership, increasing collaboration and enabling every organisation to focus on their individual strengths and unique selling points (USPs), delivering the best outcomes for our community.
• Continue to invest £1.5million into the community through our Pioneer Pledge, delivering priority services such as The Sanctuary Community Centre, The Stadium, CCTV, Estate Services, and community regeneration services.
By 2028
• 85% of our customers using our support services will tell us it has had a positive impact on their lives.
• 85% of our customers will say we make a positive contribution to their neighbourhood.
• Customer satisfaction with the maintenance of communal areas will reach 80%.
• We will improve the way we handle anti-social behaviour, increasing customer satisfaction to 75%.
In the next 3 years we will…
• Ensure effective oversight and control through good governance, influenced by the voice of our customers.
• Maintain financial strength to keep our promises and remain independent.
• Ensure our colleagues and board members are professional, live our values and reflect the diversity of Birmingham.
• Deliver a new digital offer to provide a better customer experience.
• Make sure we have accurate information to make fair and balanced decisions.
• Improve communication with both colleagues and customers.
By 2028:
• As set out by the Regulator of Social Housing we will maintain our strong Governance rating (G1), achieve the highest rating for Consumer Regulation (C1) and maintain our Financial Viability rating (V2)
• 90% of our colleagues will recommend us as a good place to work.
• 80% of customers will say we keep them informed about things that matter.