AS A CUSTOMER OF TAI CALON WE ARE ASKING FOR YOUR THOUGHTS ON WHAT YOU THINK OF OUR IDEAS FOR THE NEXT FIVE YEARS, BROUGHT TOGETHER IN OUR NEW CORPORATE PLAN.
As you know we reached our 10th anniversary in 2020 and, as well as celebrating our successes, it was also a great time to think about our future. For us, developing our new Corporate Plan meant being able to answer three important questions.
• Why do we exist? – This is Our Vision
• What we are going to do over the next five years? – This is Our Mission
• How are we going to do it? – This is Our Business Model.
Tai Calon exists to inspire its people so that they go beyond affordable housing and are driven to create vibrant communities across Blaenau Gwent.
By 2025, over 90% of our customers will be satisfied, or very satisfied, with the overall service that they receive. We believe this can only be done by a relentless focus on improving services based on what our customers tell us. The best way for us to measure this will be how satisfied our customers are. By achieving our target of improving customer satisfaction, we will also know that we have:
• listened to our customers and acted on what we were told;
• dealt with customers’ queries promptly and in a supportive way;
• provided a repair service that meets our customers’ demands in terms of speed, quality, and timeliness;
• ensured the quality of our homes meets expectations, and rent is seen as value for money;
• done as much as possible to make the homes warmer and cheaper to heat whilst mitigating environmental impacts; and
• fully consulted in all that we do to improve local communities, and our customers are satisfied with what we have achieved.
Our Business Model
We will achieve our Mission by delivering services with a community focused approach. With feedback from our customers being the main driver, we will develop community plans showing how we will deliver improvements at a local level. These local plans will be supported by excellent services for all our customers including:
• Being able to access more services on-line
• High levels of customer care from all at Tai Calon
• Helpful and understanding support when dealing with rent queries
• A responsive and high-quality maintenance service