Our objectives
We have four strategic objectives (below). You can read more about these objectives and our plans to achieve them in our Corporate plan.
Service excellence
that puts customers first.
High-quality homes
that people are proud to live in.
A great place to work
where our team can thrive.
Long-term sustainability
an organisation fit for the future.
Our performance
We always aim to be transparent about how we’re doing. Every two years we complete our Tenant Satisfaction Measures (TSMs) and report these to the Regulator of Social Housing.
We are proud to say that in our most recent TSM survey…
83% of tenants said we are a good landlord.
89% said they are treated fairly and with respect.
You can find out more about these results, and other ways we report how we’re doing, here.
If you have ideas for changes or improvements we could make, we want to hear them. Head to our contact page to find out how to get in touch.
Working here
We want to be a great place to work and provide opportunities for our teams to be the best they can be. We’re really proud of our 2026 staff satisfaction survey results:
- Everyone who completed the survey would recommend working at Shal
- Everyone feels respected and valued, and able to speak up if they have a concern
- Our team described working for Shal as “a privilege”, “a great place to work with a strong, supportive management team” and “caring, fair and interesting”.
If this sounds like the type of team you want to be part of, head to our Careers page to find out more about available roles.
Looking forward
Alongside providing high-quality homes and service for our tenants, we want to make sure we are looking at opportunities to grow and provide more homes across Somerset. We provide an update on this every year.
Shal Merger and Growth Statement – November 2025
Strategic context
SHAL’s Board remains committed to the National Housing Federation’s 2020 Code of Governance, which encourages regular reflection on how best to deliver our purpose. Following a dedicated Away Day in Autumn 2025, the Board reaffirmed SHAL’s commitment to its identity, values, and purpose, while recognising opportunities to grow through strategic acquisition.
Growth ambition
SHAL will actively explore acquiring housing stock from:
- Smaller landlords operating in Somerset, and
- Larger landlords with a limited number of properties in SHAL’s core areas
This approach is intended to:
- Strengthen SHAL’s local presence and growth
- To provide local residents with a safe, warm and well-maintained home and excellent customer service
- Ensure homes are managed by an organisation rooted in the community
Any acquisition must support SHAL’s ability and desire to deliver its purpose and must not compromise its identity, values, or financial resilience.
