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.
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.
Disability Confident Employer
Since 2009 we've been an accredited employer, committed to employing, training and developing the careers of disabled employees.
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.
Excellence in Diversity Awards - 2016 Diverse Company: Housing
We received the Highly Commended award for our commitment to diversity, equality and inclusion.
Inclusive Top 50 Employers
We were ranked the fifth most inclusive company in the country in the first ever Inclusive Top 50 Employers list in 2016.
National Housing Awards 2016 - Best Customer Care
We were highly commended in this category for our non-traditional housing refurbishment project.
24 Housing Awards 2016 - Customer Service Provider of the Year and Housing Professional of the Year
We've been 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.
British Renewable Energy Awards - 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.
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.
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.
Customer Service Excellence
We achieved the Customer Service Excellence award at the end of 2015 for our commitment to providing our customers with the best service we can.
Bristol Post & Bath Chronicle Apprenticeship Awards – Outstanding Apprentice of the Year
We’re passionate about apprenticeships and we were thrilled when carpenter Luke Naish picked up this award in 2014.
Centre for Housing and Support Service Excellence Standard – Independent Living Service
Our independent Living Service helps more than 2,000 people stay independent in their own homes and won accreditation from the Centre for Housing and Support in 2014.
Sustainable Housing Awards – Green Social Housing Champion of the Year
Our colleague Michael Johns-Turner was shortlisted for this award in 2014
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.
All figures are from the end of the 2015-16 financial year.
|Number of homes owned and managed||8,466|
|Number of people living in our homes||16,815|
|Number of our residents aged over 55||5,380|
|Number of bed spaces at our specialist youth housing scheme||20|
|Number of people waiting for housing in our main operating areas||19,000|
|Overall customer satisfaction||85.7%|
|Annual repairs carried out||17,949|
|Satisfaction with repairs & maintenance||82.7%|
|Repairs completed first time||86%|
|Number of properties developed in the past 12 months||79|
|Satisfaction with neighbourhoods||87.7%|
|Number of staff||400|
|Number of apprentices||9|
We’re well on our way to meeting our world-class goals set out in our Corporate Plan according to a new report.Read more about Half term report shows progress to world class
Experienced developer Richard Bird has been appointed as our newest non-executive director to help drive our expanding housebuilding programme.Read more about Merlin’s growing plans attract experienced homebuilder to Board