Our purpose is to help people who are struggling to find a place to live. We help our customers to stay in their homes comfortably, so that they can live the life they choose.
Who we are
settle is a modern social business. As a proud provider of social housing, we manage over 9,000 properties across Bedfordshire and Hertfordshire. Formed in 2003, we were previously known as North Hertfordshire Homes.
Our world is changing. Against a backdrop of financial difficulty for some and an inaccessible housing market for many, we’re here to tackle challenges familiar to us all. We have bold ambitions to build more much-needed affordable homes and to improve the services we offer to provide an easy to access, simple to use service that our customers can put their trust in.
We are passionate about being the best we can be, for each other and our customers. We know that colleagues who are engaged by our purpose and enjoy coming to work will act as one team across the organisation, with everyone able to play their individual part, so that we achieve the best possible outcomes for our customers.
We are proud of our work and the value of social housing. Our first priority is to be a good landlord offering straightforward trusted services that allow customers to live in their homes comfortably. Our social purpose means that for some customers we provide targeted extra help where it’s needed most to secure employment, manage their finances and tackle loneliness. We know that not only does this help reduce pressure on other stretched services, it helps our customers to turn their house into a home and to live the life they choose.
We do all of this because we know that having somewhere to settle, even for a short while, has the power to transform people’s lives.
Building a Better Tomorrow
Our plan, Building a Better Tomorrow [PDF], launched in 2017, summarises the four strategic themes we’re focussed on delivering between now and 2020 as we work to achieve our purpose:
- Delivering homes: Complete a minimum of 480 homes over the three years of our plan and ensure that two-thirds of these are affordable
- Creating capacity: Generate the funds to deliver the homes and services in the plan
- Providing good services: Improve the simplicity of our services to customers and the trust they have in us as a business
- Strengthening our foundations: We want to create a positive working environment for our colleagues and achieve an employee trust score of 80%
Progress against our plan
We launched our plan in 2017. We’ve made strong progress towards achieving our targets and we have clear in plans in place to keep building on this. Here’s an update on the progress we have made so far, using the most recent information we have available from the end of our last financial year at the end of March 2018.
|Target||What we achieved|
|80 new homes built||81 new homes built|
An operating surplus of 28.0%
|An operating surplus of 31.8%|
Providing good services
Achieve a customer effort score of less than 4 and a trust score of more than 7.5
|Achieved a customer effort score of 4.2 and a trust score of 7.2 (from scores of 4.7 and 6.7 at April 2017)|
Achieve an employee trust score of 80%
|Achieved score of 69%, from a score of 67% reported in 2017|
Working across 8 local authority areas in Hertfordshire and Bedfordshire, we have around 9,000 homes and 3,000 commercial units, mainly garages.
- Over 7,300 general needs homes
- 769 supported housing for older people
- 108 temporary social housing
- 230 low-cost home ownership
- 580 leased homes
We've helped around 31,000 people who struggled to find a home since we were formed as North Hertfordshire Home 15 years ago.
A brief history
settle was previously known as North Hertfordshire Homes (NHH). NHH was formed in 2003, and became settle in summer 2018.
We also have Rowan Homes, a wholly-owned subsidiary set up in 2011 to market newly built properties for sale. We use the profit to deliver more affordable housing.
Our charitable status
We're a registered provider of social housing under the Housing and Regeneration Act 2008. Our registration number with the Homes England is L4370.
We're also a registered society under the Co-operative and Community Benefit Societies Act 2014. Our registration number with the Financial Conduct Authority (FCA) is 30003R.
We're classed as an exempt charity as defined by the Charities Act 2011 so we are not registered with the Charities Commission.
All our profits are ploughed back into the business to finance improvements, services and the development of new homes.
We’re proud to support this year’s #HousingDay18 which celebrates the positive impact of social housing on millions of tenants.
settle volunteers have transformed the overgrown garden at Home-Start Hertfordshire into a relaxing space for local families to enjoy.
We can now be contacted for customer service queries on Twitter.
We want to make it as easy as possible for our customers to contact us, and some will find Twitter the most convenient way to get in touch.