Our Strategy

We play an important role in delivering for Glasgow and contributing to the common priorities of our members, Glasgow City Council and Wheatley Housing Group.

Sharon Wearing, Executive Director.

STRATEGIC PILLARS

CUSTOMER SERVICE EXCELLENCE

  • Increasing customer satisfaction
  • Delivering first time for customers
  • A customer insight-driven organisation

Operational
Excellence

  • A data-enabled approach to operational excellence
  • Leading the way in financial efficiency
  • A clear, transparent charging model that delivers outstanding value for money
  • Resilient, enabling technology platforms

Fit for the future

  • A thriving Think Yes Culture – to do the right thing
  • A highly engaged workforce that feels valued
  • A workforce with the right skills for the future
  • A resilient, sustainable RSBI

Sustainable
future

  • A more environmentally friendly organisation with a reducing carbon footprint
  • Supporting the just transition to a Net Zero Glasgow
  • Maximising opportunities at our Training College to upskill our workforce in zero carbon systems

CUSTOMER SERVICE EXCELLENCE

Excellence is one of our core values and we recognise that this must, first and foremost, be measured by the view of our customers and the level of customer satisfaction we achieve.

Our key principles for our customers will be:

  • We are always clear about what is planned for an appointment.
  • We will not make a change to an appointment unless it is agreed with the customer in advance and it is convenient for the customer.
  • We will not leave the customer not knowing what will happen next and when.
  • We will deliver agreed services for Glasgow City Council.

OPERATIONAL EXCELLENCE

Achieving operational excellence is an essential enabler to achieving high customer satisfaction levels.

FIT FOR THE FUTURE

Our culture will be driven by our values and recognisable through:

  • A strong focus on customer satisfaction, from the board room to the trade van.
  • A think yes attitude to do the right thing.
  • A workforce who feels listened to, valued and trust the organisation.
  • A workforce who feels connected to the organisation and understand the importance of their role within it.
  • Openness and transparency

SUSTAINABLE Future

We want to play a key role in supporting Glasgow become a sustainable city and achieve its net zero by 2030 ambition through:

  • An independent carbon footprint review
  • Sustainable corporate estate
  • Sustainable supply chain
  • Reducing workforce carbon emissions
  • Tracking progress

Our Strategy

Our strategy is built on an ethos of partnership working and collaboration, with our members, Board and workforce. It sets out our ambition to do even more for Glasgow, its citizens, resident and our customers.
City Building (Glasgow) Strategy Brochure 2025
Expires 2028
City Building (Contracts) Strategy Brochure 2025
Expires 2028
185 K+
Completed WHG Repairs
60 K+
Completed GCC Estate Repairs
76 K+
Completed Compliance Works
76 %
Completed Compliance Works

Delivering first time for customers

 A data-enables approach to operational excellence

 A thriving Think Yes Culture – to do the right thing