The Arcadia Housing Group (including Knightstone Housing Association) Business Plan for the period 2009-2012 'Giving great service' was launched in July 2009.  

Business Plan 2009-12 at a glance

Our purpose is to give customers a great service.

Three strategic objectives:

1. Doing what matters most to customers
2. Investing in homes and communities
3. Making our business stronger for the future.

Nine operational objectives:

1. Understanding our customers
2. Doing the basics really well
3. Making our services accessible
4. Investing in neighbourhoods
5. Improving existing homes
6. Building new homes
7. Creating financial capacity
8. Investing in our people
9. Promoting what we do well.

Four guiding principles:

1. Putting customers first
2. Getting it right first time
3. Working together and valuing each other
4. A ‘can do’ approach.