Page 1 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 17 Page 18 Page 19 Page 20 Page 21 Page 22 Page 23 Page 242 Setting the context Certitude is proud of the part it plays in supporting people with learning disabilities, autism and mental health support needs to have a good life. We will continue to find creative solutions, working alongside people with the most complex support needs to lead happy fulfilled lives. Over the past strategic period we increased our expertise in supporting people with complex mental health support needs, people with profound and multiple learning disabilities, autism and challenging support needs. Our approach to support is person centred, quality driven, affordable and relevant to individuals, families and commissioners. Austerity remains a reality for social care with public spending under continuous downward pressure. This means we will continue to be required to deliver ‘more for less’ and need a dual approach aimed at maintaining and increasing quality while improving productivity and reducing costs. As a long-standing London organisation we have much to offer this diverse, dynamic and growing city. London is also the most densely populated area of England and as such presents significant opportunities and challenges with regards to our workforce strategy and our approaches to growth and development. We have a clear plan. This includes:  Redesigning the way we deliver and develop services  Supporting our talented and diverse staff to continue to develop and try new approaches  Increasing our use of technology to promote independence for people we support, improving communication and quality of support  Working collaboratively with our funders and commissioners in an open and transparent way People we support and their families speak highly of our support (92%) as demonstrated in our recent Customer Satisfaction survey. We are committed to continuously improving, involving more people with support and families in assessing the quality of our support. Colleagues in Certitude are highly engaged as demonstrated by our recent benchmarked staff engagement survey. We will leverage this strength to keep improving and will implement a workforce strategy which is focused on attracting, retaining and developing the very best people in a highly competitive market. Going forward technology offers significant and untapped opportunities to promote independence for people we support as well as improving quality, efficiency and productivity by enabling our workforce to be better connected, with easy access to information exchange and streamlined reporting systems. Certitude 2021: Forward Strategy 7