Corporate & Social Responsibility Keepmoat Homes Corporate and Social Repsonsibility Strategy 2018 public version - Page 13

Keepmoat Homes 13 Market Place Objectives Targets COLLABORATIVE PARTNERSHIPS As an organisation we will get closer to our stakeholders and understand their needs to become a partner of choice • To ensure that our staff are aware of and embody the Keepmoat Homes values and behavioural framework • Develop a Partner Satisfaction Survey based on Keepmoat Homes’ values and behavioural framework • Undertake annual surveys of partners and regions to produce summaries and improvement plans • To ensure that all of our framework supply chain partners sign up to Keepmoat Homes’ responsible procurement charter CUSTOMER SATISFACTION To regularly seek feedback from our customers via multiple channels/ vehicles, ensuring that we continually improve our performance, and drive overall customer satisfaction • To achieve a 90% recommend rate on our 28 day customer satisfaction survey (conducted by an inde pendent 3rd party) • Improving our NHBC 8 week customer satisfaction recommend score to achieve a 90% (5 star) status • Driving satisfaction scores for our own key “Moments of Truth” touch points with customers • Monitoring and driving our own people to deliver best in class experiences through operational Service Level Agreements • Driving speed of resolution for any post completion snags so that all issues are resolved within 30 days • Reduce defect volumes at plot level year-on-year • Designing out product issues through defect analysis work DEVELOP & DELIVER INNOVATION Establish a strong focus within the business to create and deliver increased social and economic benefit through both our product and our estate designs & specifications Introduce a collaborative, digitalised design process to support improved efficiencies and improved quality • To develop and introduce focused measures within the next 12 months • Within 12 months all new projects to be delivered in line with our new digital processes • Achieve standardisation of design processes to adopt DfMA design for manufacture/assembly and innovative technologies Identify and develop new and efficient delivery methodologies, processes and procedures SUSTAINABLE PROCUREMENT To work collaboratively with our supply chain to deliver efficient, best value procurement activities to our stakeholders, that minimise environmental impacts and goods and services are socially and ethically sourced • We will ensure that our approach to Sustainable Procurement is in accordance with the principles of ISO 20400 • Ensure that our supply chain understand their obligations under The Modern Slavery Act and that we measure their legal compliance on an annual basis • We will establish baselines to measure our SME and Local Supply Chain spend and set year on year improvement targets • We will establish a Supplier Development Program, that upskills and grows our supply chain and their people