Our world class objectives

In 2015 we worked together as a staff team to develop objectives that we believe will help us achieve our vision. They are:

Continuously strengthen the organisation

Amongst other things, this means:

  • Larger operating surpluses
  • More non-emergency digital contact with customers
  • Investors in People Silver in the next two years
  • Great Places to Work by 2019
  • Continued investment in apprenticeships
  • Develop a graduate programme
  • One day a year for each member of staff to undertake CSR activity

Provide housing and related support services right first time

Amongst other things, this means:

  • 90% customer satisfaction
  • 75% of customers satisfied with the way their complain was handled
  • National recognition for our Customer Assembly
  • Community investment focus on getting people into work
  • Investigation of the creation of a Charitable Trust to further our community work

Deliver repairs and maintenance right first time

Amongst other things, this means:

  • Achieving 90% customer satisfaction with repairs
  • Keeping 99% of all appointments
  • Ensuring homes are painted at re-let and potentially, carpeted without increasing re-let times

Invest responsibly in our current homes and new ones

Amongst other things, this means

  • Increasing the average thermal efficiency of 900 Pre-cast Reinforced Concrete homes, as well as our other properties
  • Completing the regeneration programme for our independent living schemes
  • Providing customers with a better understanding of the cost of their heating bills with smart meters in 80% of our homes
  • Achieving OHSAS 18001 by March 2017
  • Gear up so we are developing 300 homes per year by 2019

We think if we hit these four targets, we’ll be world class:

  • Operating margin of 34% or £11m profit
  • Overall customer satisfaction at 90%
  • Satisfaction with repairs and maintenance at 90%
  • Staff engagement at 75%

As members of the Placeshapers alliance of more than 100 community-focused housing associations, and the National Housing Federation, we’re committed to putting residents and customers at the centre of what we do by providing more than just landlord services and working with local partners to improve and shape places.

But don’t take our word for it – hear what one set of our customers feels about living in a
Merlin home.