Our targets
Our targets
At settle we have a five-year plan that sets out our vision for the future. In it, we set ambitious targets because it pushes us to work harder and achieve the best we can. Sometimes that means we don’t achieve the targets, but does that mean we’ve failed? What we know is that we achieve more by being relentlessly ambitious.
We measure this through monitoring customer effort and customer trust scores.
How we’re doing
We are committed to increasing the supply of affordable homes in the areas in which we work. We have agreed with our Board that we will be agile about our housing targets, so that we continue to increase on the number of new homes we deliver, ensuring we do so in a financially responsible way.
This year
| Target | Status |
|---|---|
| 200-300 | On track |
Previous years
| Year | Target | Achieved |
|---|---|---|
|
2022-23
|
300 – 400
|
216
|
| 2021-22
|
230
|
182
|
| 2020-21
|
150
|
156
|
| 2019-20
|
180
|
113
|
| 2018-19
|
120
|
123
|
We’re working to improve how easy it is for our customers to access our services and the trust they have in us as a business.
Our plan is to achieve a customer effort score of less than 3.5. We have also agreed with our Board a target to achieve a customer trust score of 7.5 by 2024.
This year
| Target | Status |
|---|---|
| Effort: Less than 4 Trust: 7.2 |
On track |
Previous years
| Year | Target | Achieved |
|---|---|---|
|
2022-23
|
Effort: < 4.0 Trust: > 7.0 |
Effort: 3.0 Trust: 7.4 |
|
2021-22
|
Effort: < 4.0 Trust: > 7.0 |
Effort: < 4.3 Trust: > 6.6 |
|
2020-21
|
Effort: < 4.0 Trust: > 7.2 |
Effort: < 4.3 Trust: > 6.8 |
|
2019-20
|
Effort: < 4.5 Trust: > 7.2 |
Effort: < 3.2 Trust: > 6.3 |
|
2018-19
|
Effort: < 3.8 Trust: > 7.7 |
Effort: < 4.3 Trust: > 6.6 |
We need to make sure we have sufficient funds to deliver our new homes and continue investing in existing properties. We measure this through our operating surplus. We have agreed a revised target with our Board for the financial year 2023/24 to achieve an operating surplus of 27%.
This year
| Target | Status |
|---|---|
| 27% | On track |
Previous years
| Year | Target | Achieved |
|---|---|---|
|
2022-23
|
30%
|
28% |
| 2021-22
|
30%
|
29%
|
| 2020-21
|
30%
|
32.8%
|
| 2019-20
|
33%
|
31.3%
|
| 2018-19
|
35%
|
31.1%
|
We want to create an environment for our colleagues which is simple to work in and part of a business they can increasingly trust. We now measure this through a colleague engagement score to help us better show how we are understanding and responding to colleague feedback.
This year
| Target | Status |
|---|---|
| 8.3 | Achieved 7.9 |
Previous years
| Year | Target | Achieved |
|---|---|---|
|
2022-23
|
8.3
|
8.3
|
| 2021-22
|
82%
|
78%
|
| 2010-21
|
77%
|
82%
|
| 2019-20
|
77%
|
76%
|
| 2018-19
|
75%
|
75%
|
Other performance measures
We also report on our performance against: