About us

Our vision is to be a world class organisation providing homes in communities people aspire to live in.

We have a corporate plan (see the link on the right) that sets out how we are going to achieve this by 2020. It’s an ambitious document but we believe we can do it through a focus on our core business, and smart partnership working with other organisations whose services compliment our own.

To be a great business, we need to get two things right. We need to make healthy surpluses and we need to deliver the things our customers want, at the first time of asking, and at an acceptable price. Put simply, we need to deliver exceptional customer service.

We exist for our customers – current, future and aspiring – and are committed to managing and maintaining our properties and investing in new ones so the people who live in them now, and those that will in the future, receive the quality homes and exceptional services they deserve.

Merlin-at-a-glance

All figures are from the end of the 2016-17 financial year.

House Number of homes owned and managed 8,526
Man in a house Number of people living in our homes 18,000
Bed Number of bed spaces at our specialist youth housing scheme 20
Queue of people Number of people waiting for housing in our main operating areas
(South Gloucestershire & Bristol)
13,000
Happy people Overall customer satisfaction 84%
Hammer Annual repairs carried out 21,488
Hammer and nail Satisfaction with repairs & maintenance 77%
House being built Number of properties developed in the past 12 months 131
Thumbs up Satisfaction with neighbourhoods 87%
Staff Number of staff 382

Things we're proud of

Investors in People Silver
We were awarded Investors in People Silver in 2016 for our ongoing commitment to training and developing our staff, having previously been awarded Bronze in 2012.

Investors in People Silver logo

Disability Confident Employer
Since 2009 we've been an accredited employer, committed to employing, training and developing the careers of disabled employees.

Disability Confident Employer logo

OHSAS 18001 accreditation
We achieved OHSAS 18001 accreditation in 2017 for our commitment to health and safety.

OHSAS 18001 logo

Centre for Housing and Support Two Star Service Excellence Standards  – Independent Living Service
Our independent Living Service helps more than 2,000 people stay independent in their own homes and won two star accreditation from the Centre for Housing and Support in 2017.

Centre for Housing and Support Service Excellence Standards 2 star logo

National Housing Awards 2017
We've been shortlisted once again in the Customer Care category for the work we do for customers in our non-traditional refurbishment project.

National Housing Awards 2017 logo

Housing Excellence Awards 2017
We were shortlisted for the Social Landlord of the Year (up to 10,000 properties), Best Regeneration Scheme and Best Tenant / Advice Programme awards

Social landlord of the Year award logo  Best Regeneration Scheme award logo  Best Tenant Support Advice Programme award logo

Housing Heroes Award 2017
We were finalists in the Development or Maintenance Team of the Year award.

Housing Heroes 2017 award logo

UK Housing Awards 2017
We were a finalist in the Outstanding Campaign category for our work to improve mental health wellbeing in our customers.

UK Housing Awards logo

Young Builder of the Year Award UK 2017
Painer & Decorator Beth Tanner was named runner-up in the national Young Builder of the Year Awards in the 18 - 24 year-old category.

Youthbuild UK logo

Constructing Excellence G4C Image of Construction 2017
Our colleague Abbie Toman won the Image of Construction award for the Bristol area at the Constructing Excellence G4C awards

G4C Generation for Change logo

Energy Efficiency & Healthy Homes Awards 2017
Our work to make our homes more energy efficient was shortlisted for a regional award in 2017

Energy Efficiency Awards logo

Inclusive Top 50 Employers 2016 & 2017
We were ranked the fifth most inclusive company in the country in the first ever Inclusive Top 50 Employers list in 2016 and have been shortlisted in the Top 50 again in 2017.

Inclusive Top 50 employers logo

South West Built Environment 2016 - three awards
We were delighted to win the Value, Health and Safety, and Client of the Year awards - all at the same ceremony.

South West Built Environment logo

Excellence in Diversity Awards - 2016 Diverse Company: Housing
We received the Highly Commended award for our commitment to diversity, equality and inclusion.

Diverse Company Housing Highly Commended award logo

National Housing Awards 2016 - Best Customer Care
We were highly commended in this category for our non-traditional housing refurbishment project.

National Housing Awards 2016 logo

24 Housing Awards 2016 - Customer Service Provider of the Year and Housing Professional of the Year
We were shortlisted for two awards. The Customer Service Provider of the Year nomination was for the work we've done with customers whose homes are being refurbished. Our Head of Development Amanda Swann is our nominee for the Housing Professional of the Year after overseeing our best ever year for homebuilding and developing a pipeline of 355 future homes.

24 Housing Awards 2016 logo

British Renewable Energy Awards 2016 - Best Project
We were shortlisted for this award in 2016 for our work commitment to customer service in our project to replace old heating systems, with modern, efficient ones.

British Renewable Energy Awards 2016 logo

Top 60 Developments 2015 & 2016

In 2016 our Weir House development was shortlisted for the Innovative Development Award. It followed our shortlisting the previous year for our Cromhall development to provide a new village shop and Post Office plus three new affordable homes was shortlisted for the Non-grant funded Development of the Year Award.

Inside Housing Top 60 Developments Awards 2016     Inside Housing Top 60 Development award logo

Excellence in Diversity Awards - 2015 Diversity Champion Housing Award
Our Lead for Diversity, Equality and Inclusion, Cam Kinsella, was named UK champion for her tireless work to remove inequalities in social housing.

Excellence in Diversity Awards logo

Bristol Post & Bath Chronicle Apprenticeship Awards  – Outstanding Apprentice of the Year 2014
We’re passionate about apprenticeships and we were thrilled when carpenter Luke Naish picked up this award in 2014.

Apprentice of the Year logo

ISO 9001:2008 – Quality management system standard
Our in-house contractor Property Solutions was awarded this in 2011 for the processes that control the repairs and maintenance service we offer to our customers.

Housing Quality Network – Direct Labour Organisation accreditation
Our in-house contractor Property Solutions was the first in the country to win this award in 2010 for providing an excellent service.

Corporate updates

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New Director of Finance appointed

We have appointed Ben Taylor as our new Director of Finance.

Read more about New Director of Finance appointed
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Former Board Chair steps down

Merlin’s former chairman has stepped down from the Board after six years which have seen monumental changes to the housing association.

Read more about Former Board Chair steps down