We’re Flagship Group. We provide homes for affordable and market rent, and for sale across the East of England. We maintain our own housing stock and support the communities they’re part of. We do this through our housing arm of the business Flagship Homes, our repairs and maintenance specialists RFT Services, and our gas and boiler specialists Gasway.
1 April 2017 - 31 March 2018
We own and manage over 28,000 homes, have a turnover of £160m and employ over 1,045 people. We are well managed, financially strong and proud to have achieved an A2 Moody's rating. We have achieved the rating of G1 for Governance and V1 for Viability – the highest ratings a housing association can achieve.
We invest in our people. Our operating profits are invested back into the business to deliver value for our customers, meaning that everything we do continues to support our core purpose:
‘to provide homes for people in need’
We focus on doing things right for our customers.
This takes listening and understanding, openness, and seeing what truly matters. This means never being completely satisfied and always looking for a better way.
What our customers think – Net Promoter Score
To provide a better understanding of the overall relationship between us and our customers, we have adopted the Net Promoter Score (NPS) measurement that provides a valuable insight into our customers’ likelihood to recommend us as a landlord.
Within our first year of measuring customer experience in this way we achieved our ambitious strategic goal of +19 (up from +14 in 2017) and over 50% of customers rated Flagship a 9 or a 10 out of 10.