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our plan

We provide homes and services to over 16,000 people across Greater Manchester, but we want to do more.

 

As well as providing great homes in good neighbourhoods, we want to create the conditions in which our customers and colleagues can enjoy life and realise their potential.

We want to build more affordable homes for people who need them, new homes to rent, and to buy - providing places for people to call home and making our contribution to the housing shortage.

And we want to work with those who share our values and ambitions, being an influential and valued partner in shaping the growth and success of our region.

Watch our plan for the next three years that will enable us to do this.

 

Our corporate plan 2018-2021 from Irwell Valley on Vimeo.

We will help customers to achieve and maintain a successful tenancy by providing a home that’s right for them, and offering tailored support when and where needed.

By 2021 we will have:

  • Measured the impact our support has had in helping customers to maintain their tenancy.
  • Maximised the availability of our homes.
  • Reduced the amount of rent lost due to empty homes by 30%.
  • Increased the number of customers who access our money advice service by 30% each year.
  • Visited our customers regularly and know them better.
 

We will create fantastic services for customers that are easy to use, responsive and reliable.

By 2021 we will have:

  • Launched our online services for customers.
  • Improve the number of times we get it right ‘first time’ for customers, reducing avoidable contact.
  • Measured how easy it is for customers to access our services and how likely they are to recommend us.
  • Reduced the number of complaints we receive by 30% and demonstrated what we have done differently as a result.
  • Demonstrated the value that has been created by involving and listening to customers.

We will maximise our potential to build new homes across Greater Manchester.

By 2021 we will have:

  • Started building 300 new homes and secured a pipeline of 700 additional new homes.
  • Approved plans to regenerate the Haughton Green and Sale West neighbourhoods.
  • Delivered a range of supported and specialist housing to meet identified needs.

We will invest in our customers’ homes, making sure they are affordable, attractive and safe.

By 2021 we will have:

  • A new standard for the repair work we carry out.
  • Customers who are happy with their homes and our services (over 94% customer satisfaction).
  • Invested the savings we made by doing things more efficiently into improving our customers homes.
  • Followed health and safety best practice and achieved 100% compliance with all safety regulations.
  • Achieved carbon literacy accreditation and reduced our carbon footprint by 5% each year.

We will attract the best people into jobs that are right for them, and develop and reward them so they can fulfil their potential.

By 2021 we will have:

  • Achieved Investors in People accreditation.
  • Colleagues who are happy to work here (over 85% colleague satisfaction).
  • Demonstrated the impact of our commitment to equality, diversity and inclusion.
  • Become an employer of choice.
 

We will review how we do things to ensure we work efficiently and effectively. We will provide value for money and improve the customer and colleague experience.

By 2021 we will have:

  • Moved into a new collaborative working space for all colleagues.
  • Reduced our costs and increased our operating margin.
 

We will achieve all our priorities by remaining financially strong.

By 2021 we will have:

  • A new and improved system for managing our financial and performance information.
  • Cost effective funding to build more new homes.
  • Met all our financial requirements and kept our top rating for financial viability.

 To read more about our plan click here

We are really excited about the future and the part we play in creating better futures for people and communities across Greater Manchester.

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