We're on a mission to improve how we deliver even better-quality homes, connections and places for our existing 130,000 residents.

While continuing to add new affordable homes for Londoners is an important part of what we’re here to do, our job starts with looking after our existing residents.

The homes our residents live in need investment. And so, at the heart of our plan is a half a billion pound improvement programme to modernise our homes to meet the needs of Londoners in the 21st century, and that we and our residents can be proud of.

We also need to be better connected with our residents, with a particular focus on improving complaint handling and customer service.

Finally, we recognise the vital role we can play in building and sustaining communities, so our plan also includes initiatives to shape and sustain shared spaces as well as, with local boroughs, the provision of extensive socio-economic programmes.

Collectively we call this plan Better Together and it is the guiding strategy for our organisation over the next five years.

How we work - our culture

We have more than 1,500 colleagues, most of whom work at the heart of our communities, building  relationships with residents that go beyond bricks and mortar.

We strive to be the best we can, and are committed to working with our residents to ensure that everyone has a safe, secure and good quality home, and access to high standard services delivered in the way that suits them best, whether that’s online or face-to-face.

Everyone who works for us is expected to live up to our values, which should be visible in everything we say and do, whether dealing with residents, colleagues or other customers.

Our values set out what we stand for. They will drive the cultural change we want to see across our organisation and ensure we deliver our Better Together strategic objectives.

Our values

Our values set out what we stand for and should be visible in how we behave when carrying out our work.


Our neighbourly spirit prevails and informs how we treat everyone, from the colleague sitting next to us to the resident in our care. We are generous with our time, our actions, and our investment in people, whether our colleagues or residents.


We are committed to change where it will improve services, systems or processes for our residents and others. Our teams strive to be better than the day before and recognise the achievements of getting there. By asking questions, thinking creatively and trying out new things, we ensure that change is incremental and that we learn from mistakes as we go.


If we say we are going to do something, we do it. We take ownership and hold ourselves and others accountable for following through on the commitments made. By demonstrating that we consistently deliver and keep our promises we build the trust of everyone we work with. Our colleagues and residents can count on us.


We believe in housing that works for everyone. Celebrating the diversity of both our resident and employee communities, we commit to profoundly changing the balance of power in our organisation in order to authentically reflect them. We proactively fight injustice and champion equality. Collaboration, whether with external agencies or through internal teamwork, is the only way to achieve our collective vision. Good ideas can come from anywhere, so we take the time to listen to others and treat everyone with respect.


We are facilitators, here to champion and support our residents. Led by them and their needs, we empower them to use their home as a springboard to prosper and grow. We empower our people to lead, take ownership of their work and be accountable for everything they do. They leave their own mark as they contribute to the positive change we collectively make.