Mulliner House Flanders Road Chiswick London W4 1NN / group.info@sbhg.co.uk. Resident Voice

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1 Resident Voice group.info@sbhg.co.uk Domus Maintenance LLP repairs.desk@sbhg.co.uk Staying First sf.info@sbhg.co.uk Furnish Furnish.enquiry@sbhg.co.uk Shepherds Bush Housing Association (SBHA) group.info@sbhg.co.uk Umbrella Team umbrella.team@sbhg.co.uk Illustrations by Hilda Allen at Verse One. August 23 We can send you this business plan in other languages and formats such as large print, in Braille and on audio disc. Mulliner House Flanders Road Chiswick London W4 NN / group.info@sbhg.co.uk

2 We are proud to be part of the west London community. Since we began in 968 we have been adding value to our local communities through careful investment and high quality homes. Our objectives Our Board has agreed the following objectives to guide our work over the next three years We want our residents to live in a thriving and aspirational community. We recognise our role in supporting our residents and that our work also benefi ts the wider community. Our mission remains as true today as it did in 968. We deliver quality homes that people can afford. We create strong communities. We tackle the root causes of worklessness and build social inclusion. We help people live independently. Most importantly, we put our residents at the heart of what we do. Green, growing and high quality Involving and infl uencing Delighting our residents A top Social heart, business performer head, local impact 2 3

3 Our mission and values Green, growing and high quality Our mission is Delivering, Distinctive and Diverse Our aim is to be recognised as the best in London for our homes and services. We will achieve this by; delivering our promises through excellent performance; being distinctive for what we do and how we do it; and Our values define our work put the customer fi rst are passionate respect others We plan to increase the homes we own and manage by around 4. We pride ourselves on the quality of the homes we build and we will seek opportunities to use our development capacity to support local community facilities where we can. We want to improve the energy effi ciency of our homes. Our expenditure will focus on A rated boilers, insulated homes and energy advice. We want to reduce our residents energy bills which will have a direct impact on their income. We plan to increase the homes we own and manage by around 4 4 being diverse by providing a range of services that reflect individual needs. are focused on performance have integrity are united. We will increase the number of homes in our cyclical and planned programmes through both increased resources and more cost effective purchasing. Our Green strategy has a key role for Furnish, within Staying First, that is now west London s largest furniture re-use charity. 5

4 Involving and infl uencing Delighting our residents We aim to increase resident satisfaction that their views can be made known and are listened to. This is a key indicator of whether residents believe that involvement makes a difference. We will seek to increase the number of residents who participate in our Resident Voice election in July 24 We will measure this through the results that come through our annual Big Conversation. We will use Staying First to provide more residents with debt and welfare advice, adaptations plus painting and decorating services. We will improve the quality of our repairs service as this is the key indicator of satisfaction We will seek to increase the number of residents who participate in our Resident Voice election in July 24. We will bring in our Estate Pride team to raise the quality of key services on estates. We will retain a high profi le in infl uencing various bodies in London and nationally through our direct involvement in organisations like PlaceShapers, the National Housing Federation and local strategic bodies. We will also do this by developing new initiatives that offer value. We will improve the quality of our repairs service as this is the key indicator of satisfaction. We will add value to our residents lives through our offers on volunteering, work and other activities. 6

5 A top performer Social heart, business head, local impact We will be among the top 25% of housing associations in London for all areas of performance. We will continue to win contracts, awards and develop new ideas to maintain our reputation as a high performer and a developer of innovative ideas, projects and social enterprises in London. We will ensure we have high performing and well-trained staff and recruit and retain good people. We will retain our Investor in People Gold status and we will be recognised again as a Best Company in the Sunday Times Top. We will be among the top 25% of housing associations in London for all areas of performance We will operate as an ethical business, recognising our charitable roots and that we are here to improve the quality of our residents lives. We will operate in a business-like fashion, offer value for money, manage contracts and services well and approach innovations in a strategic way. We will continue to focus on the west London area and improve the quality of life for our residents through the services that we offer that meet local needs. We will control our costs, increase income and meet the targets in our Value for Money strategy. We will improve our bottom line surplus so we can withstand any shocks that may emerge from interest rate movement or benefi t reform. We will continue to develop new and existing services that increase our local impact and extract social value from our own purchasing. This will add to our funds to help with employment and volunteering. We will seek to mitigate the impact of benefi t reform on our residents. We will provide options on getting into work and offer good quality advice on money management and moving home if necessary. This will be within a culture of ensuring that rent is a priority for our residents. 8 9

6 sbhg.co.uk Our homes Accreditations Borough Rent Shared ownership and improvement for sale Supported housing Private settled accommodation Total in management Total in development Total LBH&F Ealing Hounslow Westminster Brent Wandsworth Hillingdon Harrow RBK&C Kingston 8 8 Richmond Others Total