Our People

Creating a talented, diverse team of difference makers

Our Customers

Enabling customers who thrive with the support of great services

Our Growth

Reaching more communities with existing and new services

Our Performance

Performing with excellence and sharing our expertise

Our People

We will

  • Recognise excellence with a fair and equitable reward strategy
  • Offer opportunities to learn and grow through a comprehensive development programme, secondment opportunities and the implementation of a graduate programme
  • Establish our Pobl Academy and create opportunities for young people in our communicates to gain work experience
  • Create a more diverse workforce that reflects the communities we serve
  • Co-produce engagement surveys with our staff

We will

  • Design our organisation structure to best meet the needs of customers
  • Empower our people to find solutions with our customers
  • Create opportunities for people in our communities to gain work experience
  • Equip staff with the skills, knowledge and systems to deliver future services
  • Create a more diverse workforce that better reflects the communities we serve

We will

  • Attract and retain the right people to deliver high quality Care and Support services
  • Empower our staff to be creative and find solutions with customers
  • Create a more diverse workforce that better reflects the communities we serve

We will

  • Design team structures that attract new and experienced talent whilst creating opportunities to develop our own people
  • Empower teams to learn and grow together in an environment where individual talent flourishes
  • Ensure teams are represented on forums and working groups across Pobl, where members are visible to our Board and key business partners

Our Customers

We will

  • Develop the means for customers to do more online and through digital channels
  • Empower our people to work with maximum flexibility and minimal constraints so they can offer the best customer service possible
  • Connect our teams so they can collaborate effectively, where everyone has access to the tools, learning, motivation and information to carry out their role
  • Deliver more for our communities through the Pobl Trust

We will

  • Operate key services digitally so that customers can access them on their own terms, whenever and however they wish
  • Help maximise our customers’ income by ensuring our rents provide value for money and by offering money advice services
  • Keep improving our services so that our customer rating is comparable with the best in the private sector
  • Make it easier and more convenient for people to do business with us by transforming and aligning our systems and policies
  • Ensure our customers feel connected to us through a Customer Engagement Strategy
  • Use the skills and strengths that already exist within the communities we work in

We will

  • Build genuine and trusting relationships with customers so they feel valued and respected
  • Develop systems to measure customer outcomes in ways that are meaningful to them
  • Ensure that customers have choices and choose us to provide their care

We will

  • Deliver smarter services for our customers through efficient construction and lower running costs
  • Continually improve the service we offer in managing our homes and estates
  • Ensure our customers have a high quality, well maintained home to live in

Our Growth

We will

  • Increase our financial capacity to do more
  • Explore new funding options that let us grow, work in new areas and do more where we currently work
  • Have a clearer identity as Pobl, not lots of different brands, and a consistent customer experience no matter what service people receive or where

We will

  • Operate in new geographic areas
  • Seek to positively disrupt the housing market with new solutions and offers
  • Reduce street homelessness by developing a housing first response
  • Create vibrant communities in areas of regeneration

We will

  • Develop new approaches with local authorities, local health boards and other partners that are innovative, effective and provide excellent value for money
  • Use our expertise and the expertise elsewhere within Pobl to expand our whole solution offer across both living accommodation and support
  • Work in partnership with others to end homelessness
  • Meet and exceed our £1.5 million growth target

We will

  • Deliver our ambitious target of 3000 new homes by 2021 and create opportunities to do more
  • Create a model for collaborating with other RSLs to meet the demand for affordable housing
  • Continue to secure the largest possible Annual Capital Grant programmes to help make homes affordable
  • Help Welsh Government deliver its new models for Grant Funded Shared Ownership and Rent to Own
  • Expand our range of affordable homes to at least one new geographical area
  • Match Welsh Government’s drive to bring more innovation, sustainability and affordability to the housing market, including through modern methods of construction
  • Play a lead role in regenerating key areas we work in as part of our investment in sustainable communities

Our Performance

We will

  • Learn from our experiences and those of others so that we are continuously adapting and improving our approaches
  • Create more surplus each and every year
  • Be a Digital First organisation that’s adept at gathering, maintaining and analysing data to improve services
  • Use our scale and expertise to reduce our running costs and make savings we can reinvest
  • Implement ‘golden rules’ to set out the financial operating parameters

We will

  • Be valued by customers and stakeholders alike
  • Deliver value for money in everything we do and evidence this through customer feedback
  • Create a new ‘deal’ with customers that sets out clearly what they can expect from Pobl and vice versa
  • Have a focus on active ageing that is visible in the products and services we offer to people and communities

We will

  • Systematically review the performance of our services to ensure that we deliver a positive financial performance
  • Achieve even better outcomes for our customers
  • Improve the quality of our services and meet the requirements of the new regulatory framework

We will

  • Seek opportunities to broaden development of affordable housing into new areas
  • Achieve the projections in our Business Plan, delivering more surplus to invest in homes and services
  • Focus on improving value for money

Our aims for the next three years

> 95% Staff who think Pobl is a great place to work

100 Work experience opportunities

£1M Procurement savings

1% increase in operating surplus to create resources to do more

3000 new homes created

3% Reduction in annual running costs of homes over next 3 years

5 Pilots for offsite manufacture over 3 years

Create homes in at least 1 new geographic areas

£500K investment in communities through Pobl Trust

90% customers using self-service for services like rent payment and reporting repairs

90% customers who feel we offer value for money

85% repairs carried out on first visit

>10K People that we provide care and support to

90% customers who feel we provide quality care & support