Who we are

Housing 21 is a leading, not for profit provider of Retirement Living and Extra Care for older people of modest means.

We operate in nearly 200 local authority areas, managing around 20,000 Retirement and Extra Care Living properties and providing over 38,000 hours of social care each week.

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

We have two distinct service offers:

Extra Care Living

Extra Care Living provides care for older people in a housing setting, enabling them to retain the independence of their own home with the reassurance of having Care Workers on-site
24/7. Extra Care is a positive alternative to residential care, allowing couples to stay together when their care needs vary.

Retirement Living

Retirement Living offers older people the opportunity to remain independent in their own home but in a community setting and with the added benefit of support from a dedicated Court Manager. Highly valued by our residents, Court Managers are a vital component of our offer. They provide advice and arrange help if required, as well as managing the building and associated services.


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 2019 - 2022 outlines the seven strategic priorities to invest and improve our services up to 2022 and beyond.

  • Providing more homes
    • We are aiming to provide at least 800 new properties per annum by 2022/23.
  • 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 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. We will challenge ourselves to think differently, embracing the disruptive potential of new technologies and the challenges and opportunities of social change.

  • 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

    We aim to provide a consistently excellent service and a great experience for all the people we serve. We seek to engage and empower residents to make choices and exercise control over the services they receive and to devolve decision making to local staff who are closest to the residents whenever practicable and possible. We are committed to acting ethically and openly in all that we do, questioning whether we are ‘doing the right thing’ and being ready to acknowledge and learn from mistakes. Ultimately the success of Housing 21 rests on the satisfaction we provide to our residents.

Get in touch

If you are interested in one-to-one meetings with the Management Team or want more information, please get in touch with the Treasury Team. Mon-Fri, 9am-5pm.

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