This document outlines an organization's 5-year plan to become an excellent employer. It discusses attracting and retaining top talent, engaging employees, and delivering great service. The plan includes developing skills and behaviors, creating a stimulating work environment, empowering employees, and competitive rewards. Metrics show high employee satisfaction, low turnover, and positive business impacts like fewer complaints and new homes secured. The organization aims to continuously improve through investment in people and technology while keeping its culture fun, meaningful and real.

2. Who we are
“Excellence can be
attained if you care
more than others think
is wise; risk more than
others think is practical;
and expect more than
others think possible”

3. A shared sense of purpose
Together we can
achieve amazing
things

4. Our 5 year plan

5. Why we want to be an excellent
employer
“Excellence can be
attained if you care more
than others think is safe;
dream more than others
think is practical, and
expect more than others
think is possible”
● Great people deliver great service
and superior business performance
● Engaged employees are proven to
be more productive and creative
● To attract and retain the best people
● To achieve our vision of being one of
the best service providers in the UK

6. Building strong foundations
IiP action plan
Clarity about our values
and expectations
Technical training
Making the link
Evaluating what we do
Social purpose
Thought leadership
Career pathways
Coaching
Easy to do business with
“Every
accomplishment
starts with the
decision to try”

7. Skills and behaviours framework

8. Recruiting the right people

9. A stimulating environment

10. Creative workplace

11. Creating a learning environment

12. Great first impression

13. Building trust

14. Innovative approach to learning
● Deal or No deal
● Consequences
● Murder mystery
● Bootcamps
● Look who’s…..
● Fantastic feedback

15. Keeping it real

16. Accredited training
● ILM for all new managers
● Thinking CAPP
● Project Management
● Customer Service for all
Caretakers
● RHPosh
● Customer Service Excellence
Diploma

17. Empowering our people

18. Climbing Frame opportunities

19. Inspirational leaders
“Good leaders
create
followers, great
leaders create
leaders”

20. A commercial
perspective

21. More choice, convenience & control

22. Staying connected

23. Competitive rewards

24. Better lives not just better homes
● 75 customers into work
● 100 customers work related training
● 16 studying for a construction
qualification with Building Lives
● 32 Apprentices
● 104 children received a free book every
month
● Digital Champions helped
over 380 customers get online

25. Making a difference
10-11 11-12 12-13 13-14 14-15
Employee satisfaction 88% 93% 91% 91% 97%
Very satisfied employees 26% 52% 59% 61% 75%
I feel proud to work for RHP 74% 90% 89% 90% 96%
I believe I can make a valuable contribution to
the success of RHP
n/a n/a 91% 95% 96%
I have confidence in the leadership skills of my
manager
78% 84% 82% 85% 94%
Feedback from my manager helps me to
improve my performance
71% 75% 82% 83% 93%
The training I get is a great benefit to me
personally and professionally
77% 79% 80% 81% 89%
Voluntary turnover 18% 9% 7% 11% 7%
ST sickness % 1.5% 1% 1% 1% 1%
Recruitment cost £176k £123k £100k £100k £100k

26. Making a difference to our customers
• Nearly 50% very satisfied customers
• Sector leading core performance
• Less complaints dealt with more quickly
• Sundown culture
• 79% customers think RHP is easy to do business with
• 263 new home secured
• 114 customers into work or job related training

27. What’s next…..
♦ Better, faster, lower cost by:
♦ Delivering our Omnichannel strategy and being
truly ‘easy to do business with’
♦ Driving business efficiency through on-going
investment in people and IT
♦ Sundown approach across all areas
♦ Building confidence in making decisions
♦ Leaders at all levels
♦ Developing our 5 year strategy beyond 2018
Shoot for the moon, even if we miss we’ll land amongst the stars!
Keeping it fun,
meaningful
and real!

28. No place I’d rather be….