Last week we held a special event to launch our strategy, Guinness 2023, and to share some of our achievements over the last year. The event was attended by senior representatives from across the housing world.
We talked about what we have achieved, including our investment in existing and new homes, improvements in our customer service, as well as our growth through merger. Behind the scenes, we have worked with our customers and our people to transform the way we do things. We have brought the organisation together and invested significantly in technology so we are able to provide a better and more responsive service – including giving customers more choice about how they access our services.
Setting the scene for our new strategy, Guinness 2023, our Group Chief Executive Catriona Simons, talked about our commitment to our social purpose.
‘’At Guinness we have a strong sense of our social purpose, which has endured for over a century. What we’re about today is the same as it’s always been: improving people’s lives and creating possibilities for them. That drives everything we do – it’s what guides each and every one of us at Guinness every day.’’
She also outlined our ambitious plans to build 7,500 new homes over the next five years – as an essential part of fulfilling our social purpose.
Catriona went on to say how important it is to listen to our customers.
“Our Strategy places a huge emphasis on listening to our customers, respecting them – on being an organisation they can trust. But also, in whatever ways we can, empowering our customers by giving them choice and control – by delivering services in a way that works for them.”
Highlights from the year
We’re proud of what we’ve achieved in the past year. Here are some of the highlights:
- Received the highest ratings for Governance and Financial Viability (G1 and V1 respectively)
- Invested over £89m in maintaining, improving and repairing our existing homes
- Achieved 78% overall customers satisfaction for tenants
- Reduced the time taken to repair and re-let empty properties by seven days
- Opened an award-winning new 60 home Extra Care scheme in Devon
- Trained over 1,250 Dementia Friends
Read our Annual Review for more details.
What the future holds
Since 1890, we have been dedicated to improving people’s lives and creating possibilities for them. We will continue to fulfil that purpose, by providing great homes and services – including care services – to over 140,000 customers across the country.
Our vision is for Guinness to:
- Deliver great service
To be one of the best service providers in the housing and care sectors.
- Provide great homes
To provide as many high quality homes as possible, and to play a significant part in tackling the country’s housing crisis.
- Be a great place to work
To be one of the best employers in the country.
- Be a great business
To be a strong and efficient business that does things well and that people can trust and rely on.
We’ve set ourselves some ambitious targets over the next few years as part of our Guinness 2023 Strategy. Our headline targets for 2023 are:
- 85% customer satisfaction
- 7,500 new homes
- 85% employee engagement
- 30% operating margin
You can read more about our future plans in our strategy, Guinness 2023.