What is the Group Corporate Plan?

Our Group Corporate Plan is our plan for the next three years.

It sets out how we'll improve homes, services, and strengthen communities for our customers.

It was shaped by feedback from customers, colleagues and our Board.

How Customers Helped Shape the Plan

Through surveys, customer panels, consultations, and everyday conversations, we've listened to what matters most to you. Those conversations matter. They helped shape our plan and will continue to shape the services we provide over the next three years.

 

You’ve told us you want:

 • Clearer, more regular communication

• Faster responses and reduced waiting times

• Repairs done right first time, with better updates

• Services designed with customers, not just for them

• More visible staff in neighbourhoods

• Digital services that are simple and easy to use.

 

How we listened:

• “The Big Conversation” and customer consultations

·  Tenant Satisfaction Measures (TSMs)

• Surveys and transactional feedback

• Complaints, compliments and everyday feedback

• Resident Voice Panel and Customer Feedback Panel

• Scrutiny reviews led by residents.

 

What Does This Mean for You?

This plan will help us to deliver on what matters most for our customers, including:

  • Improve homes and neighbourhoods
  • Deliver better customer services
  • Make it easier to get help when you need it
  • Involve customers in decisions that affect them
  • Build more homes for future customers.

By 2029, We Want To:

  •         Improve the experience our customers have with us 

  •         Build stronger communities

  •         Support our colleagues to deliver great customer service.

 

We will do this using 7 key pillars:

The seven pillars show what we'll focus on and how we'll achieve our goals.

 

The 7 Pillars of The Group Corporate Plan. 1 - Customers and Communities. 2 - Investing in Existing Homes. 3 - Building New Homes. 4 - Our People. 5 - Our Brand & Communication. 6 - Our Finances. 7 - Digital Advancement.

How We’ll Measure Success

In collaboration with the Resident Voice Panel, we’ll track things that matter to our customers, including: 

  •         Customer satisfaction and trust
  •         Home quality, safety and energy efficiency
  •         Repairs satisfaction and New homes delivered
  •         Staff engagement and wellbeing
  •         Financial resilience and value for money
  •         Digital performance and customer portal experience

For our performance against the Tenant Satisfaction Measures visit:   Tenant Satisfaction Measures | Regenda Homes (this link opens in a new window).  

For our latest annual performance figures visit our performance page:   Our performance | Regenda Homes (this link opens in a new window).  

What We're Already Working On:

We're already making progress through four key projects:

  •         Repairs Transformation - Improving repairs and keeping you updated.
  •         Service Charges - Making service charge information clearer and easier to understand.
  •         Every Contact Counts - Making every interaction helpful and meaningful.
  •         Data & Information Management - Using information better to improve services.

How We Manage Risk:

Regenda take a measured approach to managing risk. The following risks are central to managing our customer centric approach.

Risk 1 - compliance with the consumer standards, ensuring we keep your homes safe and deliver quality services. 

Risk 2 - legal and regulatory compliance for the homes your live in. Ensuring health and safety of our homes. 

Risk 3 - income collection. Ensuring we collect the income we are owed to invest in our homes and neighbourhoods.