Corporate Plan 2017-2020

FOCUS ON
OUR FUTURE
OUR CORPORATE PLAN 2017-20

FROM
From our Chair...
OUR CHAIR...
Jonathon Davies

Created in 2011 we are one of the
largest social landlords in Wales.
Since we were formed six years ago
our main focus has been to deliver the
promises set out to our customers,
which included bringing homes up to
the Welsh Housing Quality Standard.
Having achieved this in 2017 we now
look to the future.
The Board has agreed the future
direction, guiding us to 2020 and
has set four strategic objectives.
These are based on the needs of
our customers, our review of the
external environment and play to
our strengths whilst recognising
and addressing our weaknesses.
Our plans are exciting and set out what
our customers and staff can expect
from us.
Our vision by 2020 is to continue to
build upon the foundations set down
during the first six years. Our plans
include delivering services which
exceed customer expectations and
investing in much needed homes.
To achieve our vision, our
priorities over the coming
years will be to:
1
2
3
4
Invest in our current homes
and communities
Develop our people
Maximise our use of
technology to deliver what
matters to customers
Build more homes and
collaborate with other
organisations
Our plans are ambitious and we
believe passionately in our social
purpose. Providing homes, building
communities and delivering
outstanding services will continue
to be our driving force.

Who we are
We are more than
a housing provider
We want to have a positive impact on
our communities and the people who
live in them. We believe we can do
this by providing high quality homes,
delivering great services and creating
opportunities.
We are customer
focussed
Customers are at the heart of our
business. By treating everyone fairly
and understanding their diverse needs
we can provide services which have a
positive impact on customer’s lives.
We are forward thinking
We search for solutions and new ways
of working that overcome challenges
faced by our customers, communities
and partners.
We are well governed
and financially strong
We aim to maintain the highest
financial viability and governance
rating from the Welsh Government,
meeting the standards in all matters
relating to prudent financial planning
including financial control and risk
management.

Our vision, mission and values
We provide over 9,000 homes and
a range of services to customers
across our local communities. We
reinvest our surpluses to enhance our
services and provide more homes.
Our vision
Making a Difference
Our staff understand this vision and
its simplicity frames our work with
customers. All our future work must
meet this expectation.
Our mission
Great Homes, Great Communities
We’re committed to ensuring our
customers have homes where they
can thrive, in communities they can
feel proud of.

Professionalism
eTeamw ork • Commitm
nt
Honesty & Respect
Our values
We believe that how we work with our customers
and stakeholders is integral to what we do. As
such, our values underpin the work we carry out
and our staff are committed to upholding them:
Teamwork – working together by sharing information and
supporting each other to achieve our goals.
Commitment – working with enthusiasm and dedication
to deliver high quality services.

Honesty – being truthful, clear and transparent.
Respect – treating others as you expect to be
treated yourself.
Professionalism – making a positive impression through
skills, behaviours and appearances.
Our values run through everything we do, helping our customers see and staff
ensure that we are an ethical, responsible and accountable business.

Homes and Communities
Continue to invest in our homes and communities
We’ve invested a significant amount
in our homes and communities but
we don’t want it to stop there.
We want to enhance our outdoor
spaces and will spend money on
fencing, walls, paving and other
external work, so our customers
can feel proud of where they live.
Our contractors will help us deliver
this, supported by our own staff and
our new employment initiative, the
Copper Foundation.
We also want to develop new and
innovative services for our customers.
Helping people into work through our
Copper Foundation project will give
people who are unemployed and with
little or no work experience a unique
opportunity to benefit from a year of
training and paid work.
We will also seek opportunities for our
customers to make their money go
a little further by providing access to
more affordable energy and low cost
credit options.

Our plans include:
1
2
3
4
Upgrading our neighbourhoods
Providing the best possible homes for our customers
Ensuring our processes are fit for purpose
Developing community services including:
creating job opportunities
developing affordable credit options for our customers
working with our partners on financial literacy initiatives for
our customers and their children
exploring ways to help customers reduce their energy costs

Our People
Develop our workforce to improve effectiveness of service delivery
The best way to give great service
to our customers is to be a fantastic
place to work. One of our main
ambitions is to make our people
feel really inspired and supported
to work effectively. Through open
communication and a strong
leadership culture we will maintain a
happy, productive, healthy workplace.
Our plans include:
1
2
Adapting roles and
structures to reflect
changing customer and
organisational priorities
Enhancing the skills,
engagement and
performance of our people
3
4
Improving our succession
and workforce planning
Developing our leadership
standards so our people can
take greater ownership and
responsibility for their work

Technology
Maximise our use of technology to deliver what matters to customers
We have big plans to improve some
of our ways of working. Through
embracing new technology and
working smarter we want to
improve the customer experience
providing greater innovation in the
way we interact with them.
We will ensure our processes and
systems are efficient, meet the needs
of our customers and support new
and innovative ways of working.
We will offer more accessible ways
for our customers to interact with us,
in a way they want and at a time that
suits them. We plan to deliver services
in a convenient and flexible way by
providing a range of options, taking
into account the diverse needs of
our customers.
Our plans include:
1
2
3
4
Reviewing and streamlining
processes to ensure they
are fit for purpose
Making it easy for
customers to interact via
technology to do things like
reporting repairs on-line
Ensuring staff have accurate
information available at their
fingertips at all times
Providing a range of options
for customers to interact,
based on their diverse
requirements or preferences

Growth
Pursue opportunities for growth
There is always a demand for good
quality homes and as a responsible
landlord we are actively looking to
increase the number of homes we
have.
We aim to have an additional 300
homes by 2020.
We will achieve this by building new
homes and buying existing properties
in places where we know people
want to live. Most homes will be for
affordable rent but some will provide
housing solutions for ownership and
market rent.
Our plans include:
1
2
3
4
Increasing our stock of
homes both inside and
outside the Borough
Expanding opportunities
for intermediate and social
market rent
Considering options to help
people own their own home
through building for sale
Exploring opportunities for
collaboration with other
organisations

For more information on our Corporate Plan,
please visit www.taitarian.co.uk