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Our Direction

Our customers are at the heart of our business. Our vision is Improving People’s Lives. We are a modern, dynamic housing business that leads at the forefront of innovation. Our corporate strategy is detailed using our vision, priorities, principles, personas and behaviours. OD3 takes the form of an easy to read infographic and information can also be found on this page below. 

 

Priorities

We have identified six priorities that we will monitor to ensure we are on track to deliver our vision.

1. Customer Focus

We’ll undertake a review of how our services are delivered to customers.

Our Customeyes programme will transform the way in which our services are provided.

We plan to implement a new structure to help us create a more streamlined way of working that has been co-created with our customers. We will also have a plan of what needs to change going forward.

We will review our customer insight model to ensure real time feedback is gathered, drivers for satisfaction/complaints are understood and learning is used to improve service delivery.

2. Places to be Proud Of

We plan to strengthen our approach to health and safety and compliance. We believe all our customers deserve to live in places that are safe and secure. We have made significant improvements this year on our approach to health, safety and compliance. However, there is always room for improvement and we will continue to develop our approach.

Based on our intelligence, we have several places that need to be improved. During the next year we will undertake appraisals and feasibility studies on these places. We want to make improvements and provide high quality places for all our customers to live.

As part of our Customeyes programme we’ll review the way in which we deliver our responsive repair service. We want to improve our ‘right first time’ approach and reduce the number of reactive repairs in favour of planned repairs. These changes will deliver a better service and experience for customers as well as being more efficient and effective.

We are going to review our approach to Asset Management and continue to invest in innovative solutions and smart technology to improve the energy efficiency and performance of our homes.

We will evaluate our community investment work, so we can better understand social value and measure the outcomes.

3. Growth and Diversification

We will invest in our neighbourhoods by building new homes. We will build 700 new rented and shared ownership homes over the next five years.

We will adopt a pragmatic approach to opportunities to build homes with or without grant and/or acquire other social housing.

We will increase investment in OSUK to acquire and build an additional 300 homes so that it can achieve a greater profit that can be reinvested into Halton Housing.

4. Healthy Organisation

We will develop our leaders so that they can provide strong leadership and clear direction.

We will develop our people to make them more resilient and so that they are able to adapt to meet the changing need of the business.

We will ensure that colleagues continue to feel valued and part of a community whilst working flexibly.

5. Financially Viable and Well Governed

We will ensure that the constitution of our Board remains ‘fit for purpose’ and is led by an appropriately skilled Chair.

We’ll continue to use our experience, as one of the first areas to see the roll out of the full digital service, to inform and influence the wider debate about Universal Credit.

We will ensure that we have access to secured funding facilities that meet the requirements of our Business Plan.

6. Brand and Reputation

We will launch OD3 and embed the new priorities throughout HH.

We’ll keep our promises to customers by doing what we say we will.

We will generate positive external interest by promoting our successes via various social media platforms.

We will review existing/potential relationships with partners and stakeholders to maximise opportunities and minimise risks.

We will engage with individuals, network with influencers and attend key strategic meetings on a local, regional and national basis.

Our Principles

There are 2 principles which will help us put these priorities into practice

FIRST PRINCIPLE

Choices

We all Make Choices

SECOND PRINCIPLE

Responsibility

We Must all Take Responsibility

Work For Us

Ready to start your careers with Halton Housing? Well, you’ve come to the right place, here you can see our behaviours. Our behaviours are traits we look for in new recruits to ensure we stay customer focused, approachable and accountable.

anti social behaviour policy

Adapt To Change

Over the years we have made a number of changes in order to improve and make us stronger.  We are an agile and innovative organisation which means there will be more changes to come.

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working together

Work With Others

We have various departments across Halton, we need to work together both internally and externally in order to deliver our vision to improve people’s lives.

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Gary making a decision

Make Decisions

We work flexibly, we are empowered to deliver our roles, in order to do this we have to make decisions.

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Marketing and Communications Officer

Challenge How We Do Things

At Halton we like to break from the norm.  We like our employees to question why and consider different ways to do things.

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Extra Care staff

Enjoy Your Job

It is important to enjoy your job, after all how much time do you spend working?  We have a number of initiatives and tools to help employees enjoy their job but importantly we have a great mix of people to work with every day.

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Customer Forum

Take Ownership

Employees can take ownership in various ways, by using their autonomy over certain tasks and projects, accepting responsibility for areas of work or seeing things through to the end.

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Listening - Our Behaviours

Listening

We recognise the importance of listening to our customers and colleagues so we can know them better.  Listening to customers and colleagues will enable us to enhance our customer experience and ensure our colleagues continue to feel valued.

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Our Direction

Whatever happens, we will not lose sight of what we’re all about……Improving People’s Lives. We keep our vision at the forefront of everything we do and will continue to deliver quality homes and services.

Part time jobs in Widnes

Outcome

We need more homes to achieve our vision. We will focus on providing homes and new housing products for a wider group of people.

We will invest in our employees to build a community where people feel they belong, feel valued, and where they can grow.

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