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.

How we’re doing

New homes

Our aim included in our plan includes completing at least 1,500 homes by 2024, with 90% of these being affordable.

This year

Target Status
300 – 400 On track

Previous years

Year Target Achieved
 

2021-22

 

 

230

 

 

182

 

2020-21

 

150

 

156

 

2019-20

 

180

 

113

 

2018-19

 

120

 

123

 

2017-18

 

80

 

81

 

Customer service

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 and a customer trust score of more than 8 by 2024.

This year

Target Status
Effort: < = 4.0
Trust: > = 7.2
On track

Previous years

Year Target Achieved
 

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
 

2017-18

 

Effort: < 4.0
Trust: > 7.5
Effort: < 4.2
Trust: > 7.2

Financial

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. Our target over the three years of our 2024 plan is to achieve an operating surplus of 30%.

This year

Target Status
30% or above On track

Previous years

Year Target Achieved

2021-22

 

30%

 

29%

2020-21

 

30%

 

32.8%

 

2019-20

 

33%

 

31.3%

 

2018-19

 

35%

 

31.1%

 

2017-18

 

28%

 

31.8%

 

Our people

We want to create an environment for our colleagues which is simple to work in and part of a business that they can increasingly trust. We measure how we’re doing on this through our colleague trust score. Our plan includes our target to achieve a colleague trust score of 85% as measured by Great Place to Work ®.

This year

Target Status
85% On track

Previous years

Year Target Achieved

2021-22

 

82%

 

 

78%

 

2020-21

 

77%

 

82%

 

2019-20

 

77%

 

76%

 

2018-19

 

75%

 

75%

 

2017-18

 

No target

 

69%

 

Other performance measures

We also report on our performance against:

Our customer promise

Complaints

Listening to our customers

Related pages

Our plan

Publications and reports

Latest news