Our strategies
This page gives you a clear summary of our key strategies. These are our plans which show what we want to achieve in the next three years from 2026 to 2029, and how we will do it.
Can’t find the strategy you're looking for?
If you can’t see the strategy document you’re looking for, or you’re unsure which one applies to your situation, we’re here to help.
Get in touch and we’ll point you in the right direction
Email: info@regenda.org.uk
Call: 0151 703 3000
Use webchat: available on our website during office hours
We’ll make sure you get the right information quickly and in a way that works for you.
Asset Strategy
Our Asset Strategy covers how we manage and look after our homes. We want every home to be safe, warm, well-looked after, and energy efficient - a place you feel proud to live in.
What you told us
You want:
- Faster repairs
- Safe, easy-to-live-in homes
- Warmer homes with lower bills
- Improved communal areas
- A say in decisions and fewer repeat repairs.
We’ve listened. These priorities shape everything in our plan.
What we want to do
We will focus on five key areas:
Building Safety:
- Meeting and going above safety laws.
- Regular checks on electrics, gas, fire safety, water hygiene, asbestos and mechanical and electrical systems such as lifts and electrical installations.
- Clear information for residents.
Repairs & Maintenance:
- Faster, better repairs.
- Fewer repeat issues.
- Homes that meet modern standards.
Smart Planning & Investment
- Using data to decide where and when to invest money into homes and neighbourhoods.
- Understanding which homes and neighbourhoods need improvements.
Energy Efficiency
- Making homes warmer and cheaper to run.
- Working towards all homes meeting EPC C where possible.
- Reducing fuel poverty (which is when people can’t afford to heat their home.
Adaptations (changes to your home to help you live safely and independently)
- Supporting residents who need changes to their home.
- Offering alternatives if adaptations aren't suitable.
To do this we will
- Listen to you through surveys, forums, and conversations.
- Keep accurate data on our homes through regular surveys.
- Use new technology to prevent issues before they happen.
- Fix damp and mould quickly, with extra support for vulnerable households.
- Apply strong safety checks, especially in taller buildings.
How we will know we succeed
- Plan ahead by looking at future costs and what our neighbourhoods need.
- 100% building safety compliance (this means following the laws for building safety).
- High satisfaction with repairs and communal areas (based on your feedback).
- All homes meeting the Decent Homes Standard (this is a set of rules that say what a good, safe home should be like).
- More homes reaching EPC C rating for energy efficiency.
- Every home will be up to a good, safe and comfortable standard.
Customer Voice Strategy
Our Customer Voice Strategy covers how we always put customers first. What you tell us helps us improve our services, make better decisions, and create positive change.
What you told us
- You want real-life experiences to shape decisions on the service we provide.
- You want us to listen, understand your needs and adapt services accordingly.
- You want us to promote ways to get involved and encourage more customers to participate.
- You value respect, empathy, fairness, clear communication and transparency.
- Removing barriers is important so everyone - especially so underrepresented groups can take part.
- Early involvement in projects is important to you.
- Sharing success stories and celebrating positives is important and helps build trust and reduce stigma.
- Strengthening governance (how we make decisions, follow rules and make sure we are held to account) and maintaining strong links with the Board is important.
How we will do this
Develop our customer-centred culture:
This means we will listen to you, respect what you say and act on your feedback.
Make it a key part of our Business Strategy:
We will make business decisions by listening to you and using what we learn from this.
We will communicate clearly:
We will give you clear, honest and easy to understand information, so you always know what to expect and can access what you need.
Build more community engagement:
We will build strong two-way relationships with you and involve you in ways that work best for you.
Strong governance, transparency and scrutiny:
This means we have strong systems in place to make sure customer involvement is open, accountable and focused on achieving real results.
How we will know we succeed
Our performance will improve each year for each of the following measures which are based on customer feedback:
- Percentage of customers that agree we treat tenants fairly and with respect.
- Overall satisfaction with service provided by landlord.
- Satisfaction that landlord keeps them informed about things that matter to them.
- Satisfaction that landlord listens and acts on tenants’ views.
- Satisfaction with landlords’ approach to handling complaints.
- You recommend us to friends or family (our Net Promoter Score is above +50).
- Number of complaints received relative to the size of landlord (per 1,000 homes).
Development Strategy
Our Development Strategy covers how we aim to create vibrant, inclusive and sustainable communities across the North West by delivering high-quality homes and regeneration (making an area a better place to live).
What we want to do
We will focus on four key areas:
Building more homes:
- We want to build more safe, comfortable, and energy-saving homes for families and people who need them.
Improving communities:
- We will work with others to make neighbourhoods better, add more green spaces and community places, and help people find jobs and training.
Protecting the environment:
- All new homes will use clean energy, not gas, and meet high energy standards.
- We will use modern building methods to help the planet.
Listening to residents:
- We want you to have a say in what happens. You can take part in surveys, meetings, and panels.
- We will listen to your ideas and tell you about any changes we make.
To do this we will
- Apply for money to help build new homes.
- Use modern and smart ways of building so homes are finished faster and are better quality.
- Design homes that are warm, cheap to run, and comfortable in all seasons.
- Plan changes with local councils and community groups.
- Check that every project is fair and easy for everyone to be involved in, remove any problems that might stop people from joining.
How we will know we succeed
- By measuring the number of new homes we build and how many different types we offer.
- Making sure most new homes get top energy ratings (EPC A or B).
- Making sure residents are happy with their new home.
- Counting the number of jobs, apprenticeships, and community activities we create.
- Every new home will be built to use green energy and not gas, whenever possible.
We promise to keep you involved, make our services fair and easy to use, and show you how your feedback leads to real changes.
Our goal is to make sure everyone has a safe, affordable, and welcoming place to live.
Environmental Strategy
Our Environmental Strategy covers how we will make our homes warmer, safer, and better for the environment.
It sets out how we will reduce carbon emissions, improve energy efficiency, support our communities, and build greener new homes, all while keeping customers at the heart of every decision.
This is important because energy bills are rising, the climate is changing, and homes need to be more efficient.
What we will do
By improving our homes and reducing our environmental impact, we can help customers lower their bills, stay warm, and live in healthier, more comfortable homes.
We will focus on four key areas:
Making homes more energy-efficient:
- We will improve the energy performance of thousands of homes. This includes better insulation, tackling damp and mould, and upgrading older properties.
- Our goal is for most homes to reach EPC band C or better, meaning they are cheaper to heat and stay warm for longer.
Supporting customers and communities:
- Customers will be involved in shaping our plans through surveys, panels, and feedback. We’ll provide clear advice on saving energy, reducing bills, and staying safe and comfortable at home.
- We’ll also support neighbourhood improvements like green spaces, biodiversity projects, and community engagement.
Reducing carbon emissions (gases that contribute to global warming):
- We’re committed to reaching net zero carbon emissions by 2050. This means we are not adding extra carbon pollution to the air overall.
- To get there, we’ll cut emissions from our homes, offices, and operations.
- We’ll monitor our progress every year and publish updates, so you can see how we’re doing.
Building greener new homes:
- All new homes we build will be low-carbon and gas-free, using modern construction methods and clean heating systems.
- New developments will include things like electric vehicle charging points, biodiversity improvements, and strong environmental design from day one.
- Our aim is for all new homes to reach EPC B, and many to reach EPC A.
How we will do this
We will:
- Invest millions of pounds, including Government grants, to improve energy efficiency.
- Use better data and technology, like smart energy systems and sensors.
- Work with specialist partners to deliver retrofit and decarbonisation projects.
- Carry out climate risk checks (like flood and overheating assessments) on all homes
- Involve customers at every stage.
How we will know we succeed
- Warmer homes and lower energy bills.
- Fewer issues with damp, mould, or poor insulation.
- Clear communication before, during, and after any works.
- More say in what happens in your home and community.
- Stronger, greener neighbourhoods for the future.
Marketing and Communications Strategy
Our Marketing and Communications Strategy covers how we will strengthen our reputation (what people think of us and how much they trust us) by communicating clearly, listening carefully, and using what our customers tell us to guide what we say and do.
What you told us
You want:
- Clear, simple information that’s easy to understand.
- Regular updates that are the same each time wherever you hear from us (letter, phone, website, email, text and social media).
- Communication that feels human, respectful, empathetic and helpful.
- Us to listen and learn from you and use your feedback (and data) to improve.
- Two-way conversations so you can ask questions, share views and influence decisions in your community.
- Being honest and taking responsibility, including sharing clear performance information and making you feel confident that your feedback shapes what we do.
How we will do this
Culture:
We will build a culture where communication is everyone’s responsibility and staff will communicate clearly, empathetically and consistently.
Insight:
- We use feedback and data to plan our communications and involve you early, showing how your views make a difference (you said… we did).
Information, communication and resources:
- We will use plain English and avoid jargon.
- We will offer information in different formats (print, digital, video and easy-read) and meet accessibility standards to make information clear and easy to use for everyone, easy to find and the same across all channels.
Community and wider engagement:
- We will involve customers early in the planning process for our campaigns and planning.
- We will promote community initiatives.
Strong governance and transparency:
- This means we will openly share how we are performing, including what you tell us through the Tenant Satisfaction Measures.
- We will use your feedback to improve, share updates quickly when things change, and explain clearly when things go wrong.
How we will know we succeed
- You recommend us to friends or family (our Net Promoter Score is above +50).
- More people read and use our updates (we’ll increase engagement by 20% across the Group).
- Tenant Satisfaction Measures (TSMs) improve.
- More positive feedback about Regenda (brand sentiment improves).
- Fewer complaints caused by unclear information.
- More customers get involved through surveys, panels and feedback activities.
Neighbourhood Strategy
Our Neighbourhood Strategy covers how we want to build strong, welcoming neighbourhoods where people feel safe, connected, and able to live happy, healthy lives.
What you told us
- You value feeling safe and secure at home and in the neighbourhood.
- You want clear, easy ways to report anti-social behaviour and hate incidents, and to get support.
- Cleaner, well-looked-after communal areas and green spaces are important.
- You want more local community projects and activities that bring people together.
- We should be more visible, allowing more personal contact with our teams and services.
- You would like us to support to reduce isolation and help people feel connected.
- You want to see more ‘pride in place’ so neighbourhoods feel cared for and welcoming.
How we will do this
We will:
- Make it easy for everyone to use our services, whatever their needs.
- Keep shared areas clean and well looked after, working with local partners.
- Help you feel safe in your home and your neighbourhood.
- Support your wellbeing and help you sustain your tenancy.
How we will know we succeed
- We’ll track how well we’re doing using customer satisfaction results (from surveys and feedback) and our own performance measures (from data we track) so we can see what’s going well and where we need to do better.
- Success looks like higher satisfaction with our services and neighbourhoods, and more people able to stay in their homes.
We will monitor:
- How satisfied customers are overall.
- Whether shared areas are clean and well looked after.
- Whether customers feel we make a positive difference in neighbourhoods.
- Wow satisfied customers are with how we tackle anti-social behaviour.
- Whether fewer tenancies end, especially in the first 12 months.
Value for Money Strategy
Our Value for Money Strategy covers how we will use our resources (money and people), so we can deliver what we’ve promised, meet your expectations, and make the biggest difference in improving neighbourhoods.
What you told us
- You want us to balance building new homes with looking after existing homes.
- Repairs and maintenance matter most, and you want them done faster, to a good standard, with clear updates on progress.
- Feeling safe at home, and having well-looked-after communal and outdoor areas, is important.
- You want a say in how we choose and manage contractors, especially when staff visit your home.
- You want us to think about the environmental impact of what we buy and who we buy it from.
How we will do this
- We will use our properties, land and buildings wisely to generate money we can put back into communities and services, so we can improve neighbourhoods and make a bigger positive difference for local people.
- We will make sure you feel you get good value for what you pay, by working with customers, staff and partners to shape services around what matters most to you.
- We will deliver good-quality services at a cost we can afford long term, using new ideas and technology to make things simpler, quicker and better.
How we will know we succeed
- We will meet our yearly value for money and efficiency targets (this means we will look at how well we spend our money and make sure nothing is wasted).
- We will make sure the money we invest is worth it and does not cost more than we can afford.
- We will aim to spend around 10% less through careful buying and managing contracts well, while keeping services working properly.
- We will deliver £3.2millon of savings by 2029, without putting decent homes or health and safety at risk.
- We will keep “off-contract” spending low (this means we will use agreed suppliers who have a contract with us wherever possible).
- We will aim to spend 75% of our buying budget with local suppliers each year.
- We will increase the social value we create each year (this is the wider benefits for people and communities).