Our Corporate Plan sets out where we’re heading over the next three years.
We’re committed to keeping Castle Vale a thriving, connected community and continuing its story of regeneration and transformation.
Want to see what we’re doing?
From our Chair
“As we launch our Corporate Plan for 2025-2028, we do so with a clear focus, sustaining the regeneration of Castle Vale while working through an increasingly challenging operating environment.
Our commitment to delivering high-quality homes, investing in our communities, and ensuring our customers’ voices shape our services has never been stronger.
This plan reflects a streamlined and focused approach, ensuring we prioritise the areas that make the greatest difference, our homes, our estates, and our communities. We recognise that the needs of our customers continue to evolve, and by listening, engaging, and acting on what matters most to them, we can be a truly great landlord.
By 2028, we will assess our progress and look at the next steps for our organisation. With the strong leadership of our Board and Executive Team, and the dedication of our staff, I am confident we will continue to build thriving communities where people feel safe, supported, and proud to live.”
Francis Burrows
From our Chief Executive
“Our new plan keeps us even more focused on what matters most to our customers. It acknowledges the ongoing impact of the cost of living crisis and poverty, as well as our role as a key anchor organisation in Castle Vale – delivering great housing services and supporting long-term regeneration to create a strong foundation where people can thrive.
A key priority of this plan is deepening our understanding of our homes and customers, using data and insights to shape services around their needs. Customers remain at the heart of our decision-making, ensuring that our services reflect what truly matters to them.
The plan also reinforces our commitment to investing in our people and sets clear expectations through our new values: being accountable, community-focused, and working together to achieve the best possible outcomes. Significant investment in new technology will enhance our services and support our ambition to improve customer satisfaction.”
Simon Wilson
Animated Corporate Plan brochure
Read Now
Our Purpose
We provide safe, high-quality homes and community services that help people thrive. As an anchor organisation, we are committed to sustain Castle Vale’s regeneration and strengthen our role in the community.
We’ll work with our customers, partners, and stakeholders to build resilient communities where everyone has the chance to grow and succeed.
Our purpose is to make a meaningful difference – today and for future generations.
Our Vision
We will be a great community landlord, driven by our values. We’ll provide safe, warm homes and treat every customer fairly, with respect, and respond to their needs.
As an anchor organisation, we’ll create opportunities for people to thrive and support our community to reach its full potential.
Our Corporate Plan focuses on excellence in housing, customer service, and community regeneration, while contributing to supply of new homes for those who need them.
Our Values
Our values guide everything we do.
They help us ACT: to be Accountable to our Community by working Together.
Accountability
We do what we say we’ll do.
Community
We create safe, supportive places where everyone can thrive.
Together
We succeed by working together.
Our Pillars
In the next 3 years we will…
- Put customers at the heart of everything we do.
- Build trust by doing what we say we will do and learning from our mistakes.
- Work with compassion and empathy, treating everyone with dignity and respect.
- Listen to customers, gather evidence and use the insight to design services that meet customer needs.
- Develop services that are easy to access and simple to use.
By 2028:
- 90% of customers will say they are happy with our services.
- 90% of our customers will say we treat them fairly and with respect.
- 80% of our customers will say that we listen and act on their views.
- 60% of our customers will say they are happy with our approach to complaint handling.
In the next 3 years we will…
- Gather and maintain robust survey data on all our homes.
- Prioritise investment to ensure homes are well-maintained and meet our customers’ needs – providing quality homes they can be proud of.
- Ensure all homes are safe by meeting the latest legislative and regulatory requirements.
- Improve energy efficiency, making homes warmer and more sustainable for the future.
- Build new social homes to meet community needs.
By 2028:
- 82% of customers will say they are happy with the overall repairs service.
- We will have an accurate and up-to-date understanding of the condition of our properties.
- 92% of our homes will be rated EPC band C or better for energy efficiency.
- We will be 100% compliant in all property health and safety areas, covering, gas, electrical, fire, damp, mould and condensation, asbestos, lifts and water.
- The quality of our homes will exceed sector requirements including the Decent Homes Standard, Building Safety and Awaab’s Law.
In the next 3 years we will…
- Work with the community to identify long term solutions to specific and identified need, adapting our community regeneration offer to deliver sustainable solutions for the future.
- Continue investing in community regeneration, securing funding sources that complement identified needs and strengthen our financial capacity.
- Continue to deliver support services that enable customers to sustain their home and live active, healthy and meaningful lives.
- Re-invent the Castle Vale Partnership, increasing collaboration and enabling every organisation to focus on their individual strengths and unique selling points (USPs), delivering the best outcomes for our community.
- Continue to invest £1.5million into the community through our Pioneer Pledge, delivering priority services such as The Sanctuary Community Centre, The Stadium, CCTV, Estate Services, and community regeneration services.
By 2028:
- 85% of our customers using our support services will tell us it has had a positive impact on their lives.
- 85% of our customers will say we make a positive contribution to their neighbourhood.
- Customer satisfaction with the maintenance of communal areas will reach 80%.
- We will improve the way we handle anti-social behaviour, increasing customer satisfaction to 75%.
In the next 3 years we will…
- Ensure effective oversight and control through good governance, influenced by the voice of our customers.
- Maintain financial strength to keep our promises and remain independent.
- Ensure our colleagues and board members are professional, live our values and reflect the diversity of Birmingham.
- Deliver a new digital offer to provide a better customer experience.
- Make sure we have accurate information to make fair and balanced decisions.
- Improve communication with both colleagues and customers.
By 2028:
- As set out by the Regulator of Social Housing we will maintain our strong Governance rating (G1), achieve the highest rating for Consumer Regulation (C1) and maintain our Financial Viability rating (V2).
- 90% of our colleagues will recommend us as a good place to work.
- 80% of customers will say we keep them informed about things that matter.
EDI Strategy & Report
We’re proud to share our Equality, Diversity, and Inclusion (EDI) Strategy. It explains how we’re creating a more inclusive and supportive environment for our customers and our colleagues.
Our vision is simple; build places where people feel safe, connected and belong. Inside our organisation, we’re committed to developing a workplace where everyone can be themselves and feel valued for the unique perspectives they bring.
This strategy is part of delivering our Corporate Plan. It helps us respond to challenges and opportunities we face as a landlord and employer, making sure our services reflect the diverse needs of the communities we serve.
Over the past five years, we’ve made real progress embedding EDI into our culture. This strategy builds on that foundation and supports our continued growth.
Customer & Community Engagement Plan
Our Customer & Community Engagement Plan builds on our strong foundations. It reaffirms our commitment to listen, act and work together with customers and our community to shape the future for everyone who calls Castle Vale home.
The aims of our new engagement plan build on our strong foundations, reaffirming our commitment to engage, influence and act, working together with customers and the community to shape the future for everyone who calls Castle Vale home.
