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Have your say - PCH 10yr Business Plan with chance to win 2 x £75 voucher

Tell us what you think about our proposed new 10-year Business Plan for 2 x chances to win £75 supermarket voucher of your choice.

We are developing a new, 10-year Business Plan to map out the long-term ambition for Plymouth Community Homes and take forward our current business strategy for the future.

We want to make sure the aims and objectives in the 2026-2036 plan match what our residents need and want from us as their landlord, so we’d welcome your views on the suggested themes and the primary ambitions for each area

There are four themes:
• Your Home
• Your Services
• Our People
• Our Impact

Each theme will include a number of specific objectives and measurable outcomes for the short term (12 months), medium term (5 years) and the long term vision (10 years), led by one key, overarching ambition which we’ll use to measure our success in delivering against.

There will also be an overarching outcome for the entire business plan which we’ll use to measure how well we are doing at delivering the whole strategy.

We appreciate the effort people put in to sharing their feedback through surveys like this, so everyone who takes part in the survey will have two chances to win a £75 Love to Shop voucher (or a supermarket voucher of your choice).

Don't miss the deadline: This survey will close at 11pm on Sunday 1st February 2025. If you would like to know more, please call us on 0808 230 6500 or email residentinvolvement@plymouthcommunityhomes.co.uk

We will be hosting some resident Focus Groups on Monday 2nd February so please sign up through the survey to take part in a group if you would like to share your views.
How PCH will measure overall success?

We will measure how well we’re performing by surveying our residents, staff and partners to ask if they would recommend us to their friends and family. This is known as a measure of loyalty, trust and a willingness of residents, staff and partners to talk positively about PCH to the people closest to them.

Do you think the best way to measure our overall success in delivering the Business Plan is by us asking residents, staff and partners if they would recommend us to friends and family?
Theme One – Your Home
The first theme of the new Business Plan is called Your Home and involves objectives focused on how well we look after your home, our investment into major home improvements and how we deliver repairs, and our plan to build more homes for people in housing need.

Categories include topics such as quality of the home, neighbourhoods and communities, energy efficiency and new developments.

The ambitions for the Your Home theme will include:
- To establish PCH as the largest independent housing provider based in the South West and double our current capacity by seeking to deliver up to 600 new affordable homes a year to own and manage
- To ensure residents are fully involved in the planning around all major decisions for the design, refurbishment and improvements we carry out to PCH homes
- To develop and comply with a new home and living standard, setting the standard for the quality of our homes and the communities residents live in. This will include updates being made to the Decent Homes Standard by Government and any other legislative changes that come into effect in relation to the quality and safety of social housing.

The primary ambition - and the key success measure for this theme - will be
- For PCH to have invested £1.2billon in both our existing homes and building new homes by 2036.
Yes
No
Not sure
Do you think this theme is clear and easy to understand?
Do these ambitions reflect what you want from PCH?
Do you agree with the primary ambition and key success measure for the theme?
Theme Two – Your Services
The second theme is called Your Services and involves objectives based on the services we deliver to residents, including customer experience (including complaints management), resident involvement, home and safety – including repairs, lettings, financial support and community development.

The ambitions for the Your Services theme will include:
- To provide personalised services which anticipate and meet the needs of different customer groups
- To adopt new, more efficient operating models so we can become more proactive and problem solve more effectively
- To enable residents to self-serve through increased provision of digital services so residents can contact PCH or manage their tenancies online if they wish to.

The primary ambition - and the key success measure for this theme - will be
- To achieve customer satisfaction rates of 90% (currently 83%) making PCH one of the top 10 housing associations in the UK for customer service
Yes
No
Not sure
Do you think this theme is clear and easy to understand?
Do these ambitions reflect what you want from PCH?
Do you agree with the primary ambition and key success measure for the theme?
Theme Three – Our People
The third theme is about developing and empowering our colleagues and creating a positive culture as a workplace so we can attract and retain the best people, enabling us to achieve great performance and deliver better services to residents.

The ambitions for the Our People theme will include:
- To achieve positive staff engagement with 90% of our colleagues
- To develop skillsets for our colleagues to help them support residents over the next five years
- To roll out workforce planning and increase recruitment for apprenticeships
- To win a national award for our workplace culture
- For PCH to be known as an employer of choice in the region with a customer-first culture

The primary ambition – and the key success measure for this theme - will be
- For PCH to be recognised as one of the Top 10 employers in the South West region
Yes
No
Not sure
Do you think this theme is clear and easy to understand?
Do these ambitions reflect what you want from PCH?
Do you agree with the primary ambition and key success measure for the theme?
Theme Four – Our Impact
The fourth theme is about Our Impact as a social housing provider working to improve lives and create thriving communities where people can be proud to live.

This theme will encompass our growth and influence in the city, the region and nationally, and our involvement in place making and shaping the development of new homes and communities by positioning PCH as a sector leader and influential housing provider, as well as supporting the economic growth of Plymouth.

The ambitions for the Our Impact theme will include:
- For PCH to be one of the most influential employers in Plymouth supporting more than 2,000 residents into training or employment over the next 10 years
- For PCH to play a leading role in delivering the economic development vision for Plymouth and the wider South West region
- For PCH to be seen as a regional representative for national policy making decisions.

The primary ambition – and the key success measure for this theme - will be
- For PCH to deliver £500 million of social value to Plymouth and the South West region by 2036 through its work in creating homes and communities which help improve lives
Yes
No
Not sure
Do you think this theme is clear and easy to understand?
Do these ambitions reflect what you want from PCH?
Do you agree with the primary ambition and key success measure for the theme?
Do you have any more feedback to share on the four themes?
How would you like PCH to keep you updated on our progress in delivering the Business Plan? (please tick all that apply)
Thinking about your experience with PCH, what are three things PCH does that work well for you?
Thank you for your feedback which is invaluable in helping us to shape our new Business Plan
Help us make sure we reach all residents
In this section, we ask you to tell us a bit more about yourself to help to make sure we are hearing from a range of voices. Please note that disclosing this information is optional. All feedback is confidential, and is collected solely for reporting purposes which will be anonymous and will not be used to identify any individual resident.
Have you completed a PCH survey before?
How satisfied were you with this feedback form?
Do you agree that PCH values suggestions and ideas from residents and uses this feedback to influence service quality and delivery?
Do you agree that PCH works in partnership with residents and provides opportunities for you to hold us to account about the quality of our homes and services?
Are you a PCH resident?
Which of these age groups are you in?
Are you?
To which of these groups do you belong?
Which of these best describes your current circumstances? (Please tick all that are relevant)
Thank you for your feedback.
Please select from the following options. Disclosing this information is optional and you are only asked to provide your contact details if you have chosen to enter the prize draw or have expressed interest in receiving follow-up communication or getting involved with PCH.
Please note: This information will not be included in the report and will be used solely for administering the prize draw or responding to your request.
Please enter your details below if you have ticked any box above
Thank you for completing our survey. For information about this survey or to discuss getting involved, please contact Resident Involvement Team on FREEPHONE 0808 230 6500 or email residentinvolvement@plymouthcommunityhomes.co.uk

PRIVACY NOTICE
Important Notice: Your feedback is valuable to us and we acknowledge that some of the content may be sensitive and results will be anonymised to protect your identity. However, by participating in this survey, you are disclosing information at your own discretion. PCH may be able to signpost you to support and we will respond to safeguarding issues and any other welfare disclosures.

Please note this survey is confidential. All survey results will be anonymised in report. The information you provide will be stored securely and handled according to GDPR regulations. You are only asked to give your contact details if you have specified that you want to be entered into the PCH prize draw to be won by a PCH tenant or have ticked any of the boxes re feedback or joining an information list. A Prize Draw Winner will be chosen at random after the survey has closed. The winner will be notified in due course. If the selected winner cannot be contacted within 10 working days, an alternative winner will be chosen. We will not publicise the winner's details unless we have permission to do so. For more information on how we handle your personal data and your individual rights, please refer to the Privacy Notices on our website or request a paper copy from us.

Specific housing issues or complaints
We strongly recommend that you contact your Housing Officer with regard to specific problems that you may have mentioned in this survey, or discuss your complaint with our Customer Experience Team by calling 0808 230 6500. Please note we will not accept comments that are discriminatory, defamatory or that use offensive language.