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our plan

In 1973 Irwell Valley Homes was set up as a not for profit housing association to provide affordable homes for the local community in Salford. We’ve grown a little since then and today we provide homes and services to over 16,000 people across Greater Manchester.

As we approach our 50th birthday, we have renewed our commitment to the people and communities we serve, resetting our ambitions for customers and how we’ll deliver them – taking the best of what we do now, and making sure customers remain the focus in everything we do in the future. 

 

Our mission hasn’t changed

We will support people to reach their potential. Building more affordable homes and working with partners to reduce homelessness across Greater Manchester.

It's what we've been doing for 47 years!  

  

But the world around us has changed. Expectations of landlords are increasing, the housing crisis continues, poverty remains a reality and climate change has become a global emergency. So, we must continue to put customers first. Involving them in the decisions we make so that we provide homes and services which meet their needs and offer good value for money. Meeting building safety standards, building more homes and supporting people to access quality housing. And working with customers to understand how we can reduce our carbon footprint together.

 

our ambitions for customers

 

 

Sustain

We will help customers live successfully in their home and community.

Over the past few years we’ve improved how we support people to manage their tenancies.  We’ve built more supported housing to help people develop independent living skills. And the Irwell Valley Foundation has built stronger sustainable communities and helped individuals reach their potential - investing over £100,000 each year to help customers and communities thrive.

Over the next three years we will help more customers to maintain their tenancy or move into a home that better meets their needs, and provide more opportunities for customers to connect with their local community. 

 

 

Improve

We will deliver better services to meet customers preferences and needs.

As early adopters of the Together with tenant’s movement, we involved over 2000 customers in creating our new customer service offer. We’ve introduced a new customer service and support team and extended our opening hours which has improved customer contact. Every colleague within the organisation has completed customer service training and we’ve improved our communications. As a result, customer experience has improved, and our Net Promotor Score has increased from "Very Good" to "Excellent"!  

Over the next three years we will work hard to maintain or improve our ‘Excellent’ Net Promotor Score, demonstrating that customers trust us and value what we do. 

 

Secure

We will make sure homes remain safe, secure and affordable.

Customer’s safety is our top priority. We invest in our customer’s homes through our home improvement programme and carry out around 26,000 repairs each year to make sure homes are well maintained and in good working order. 

Over the next three years we will achieve all health and safety targets for our customers’ homes, so they feel confident that we put their safety first. Plus invest in our properties so we provide good quality homes that people want to live in.

 

Create more

We will house more people and reduce homelessness.

In 2018 we began our development programme to provide over 1000 new homes across Greater Manchester and we’re delighted to have made a great start. By setting up the Greater Manchester Community Led Housing Hub we’re also leading the development of new community led housing across Greater Manchester. 

Over the next three years we will deliver 550 new homes in areas where they are needed most and begin building 225 more. When existing homes become available, we will make them ready to re-let quickly, and work with partners to reduce homelessness. 


read our full corporate plan for the next five years 

 

  

  

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