Who we are

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Our purpose

Housing & Care 21 have a clear purpose to provide contemporary housing and social care services and solutions to meet the needs of older people of modest means.


Our offer

The UK population is getting older with 18% aged 65 and over and 2.4% aged 85 and over. In England, the population of people over 65 is predicted to rise at the rate of 1.9% between 2016-26 (Office of National Statistics).

Housing & Care 21 is a specialist older people housing provider. We are a market leader in Extra Care Housing (approx. 10% market share) and a leading provider of Retirement Housing across England.

Our two operational divisions; Retirement Housing & Extra Care serve approx. 23,000 customers in over 200 local authority areas across England, and deliver circa 40,000 hours of Extra Care every week.

Extra Care

Our Extra Care courts are made up of purpose-built apartments with 24 hour on–site support and flexible care services tailored to meet the individual needs. Typically an Extra Care scheme is made up of 60 to 80 units where residents enjoy communal facilities such as restaurants, hairdressers and shops. These schemes link up with schools, businesses and healthcare providers, ensuring residents feel part of the wider community.

Retirement Housing

Our Retirement Housing services promote independence and choice for older people through self-contained flats/houses organised in “Courts” with a communal lounge and on-site court manager service. Most courts have a Court Manager who offers advice, arranges help if necessary and manages the building. Our properties have 24-hour emergency call support and secure entrances.


Our strategic priorities

Looking ahead, we are now thinking about what future generations of older people will want and expect from us.

Our Strategic Plan 2021 outlines the seven strategic priorities to invest and improve our services up to 2021 and beyond.

Providing more homes 
  • 2,100 Extra Care and 210 Retirement Housing units by 2021

  • 800 units per annum thereafter

The quality of our existing properties 
  • Investing £135 million between 2017 and 2021 to bring all our properties up to a modern standards

  • All kitchens and bathrooms will be less than 20 years old and all courts will have had a design-led communal makeovers in the past seven years

  • All courts will have an EPC energy efficiency rating of at least Level C

The quality and responsiveness of our services 
  • At least 95% resident satisfaction

  • Void losses to be a maximum of 1% in Retirement Housing and 1.5% in Extra Care Housing

  • 100% good or outstanding CQC rating

Our people and potential 
  • Achieved Investor in People Gold accreditation in July 2018

  • At least 95% of staff to say they are proud to work for Housing & Care 21

  • All housing managers will be trained to Chartered Institute of housing (CIH) Level 3 as a minimum and all Registered Managers in Extra Care to have Health and Social Care Level 5 qualification

Systems and technology 
  • Online tenant portal so residents have a self-service option

  • New housing and refreshed finance system to enable new/smarter ways of working

  • Investment in the digital emergency call system

Value for Money 
  • A track record of growing services and doing more while reducing corporate overheads

  • Continue to improve on adjusted headline social housing cost per unit

Innovation and influence 
  • Continue to demonstrate our credentials as a thought leader

  • Be widely seen as a recognised authority with operating experience on housing and care for older people


Our values

Our work is guided by three core values:

21 

We are committed to providing a modern, forward thinking 21st century service. This includes updating and modernising our existing housing, as well as developing new and innovative property designs and service models for the future.

Better 

We will strive for continuous improvement and innovation in all that we do. We will never become complacent and will constantly challenge ourselves to do better and achieve greater value for money.

Experience 

Our aim is to provide a consistently good service and a great customer experience for all the people we serve. We will seek to engage and empower residents to make choices, and devolve decisions to local staff whenever possible and practicable. Ultimately the success of Housing & Care 21 is dependent upon providing satisfaction to our customers. We will always seek to apply these values in the things
we do.