Manningham Housing Association (MHA) has been awarded its Customer Service Excellence Standard after independent inspection, achieving the highest possible Compliance Plus rating in 11 individual areas of its work
The Manningham Housing Association has held the Customer Service Excellence Standard since 2019, when it became the first housing association in the country to be officially accredited for its efforts to promote equality, diversity and inclusion.
The Customer Service Excellence Standard is awarded to organisations with a “truly customer-focused culture” following a review of documents submitted to an official assessor and an on-site visit.
The assessor also held 12 in-person and virtual discussions with MHA staff at all levels, members of the association’s Board, Customer Panel members, suppliers and tenants.
‘A beacon of hope to many during the pandemic’
In his final report, the assessor wrote: “Manningham Housing Association has been a beacon of hope to many during the pandemic and is now emerging as a stronger, more dynamic and adaptable organisation.
“Being a truly community-based BAME housing association, MHA has created a range of additional services ensuring that the diverse and varied needs of communities are met.
“To a large extent the staff and the Board reflect the diversity of the communities which MHA serves, and the organisation is fully committed to working with partners to improve skills, create new employment opportunities and improve the quality of people’s lives. I can confirm that all the requirements of the Standard are met in full.”
‘Improving lives across the diverse communities we are privileged to serve’
Nadim Khaliq, MHA’s Head of Housing Services, said: “This is a fantastic result including full compliance with the Customer Service Excellence Standard, no partial compliances and 11 areas where we achieved Compliance Plus.
“It a wonderful reflection on everyone involved with our work including staff colleagues, community partners, tenants and the Board. Rather than a ‘can-do’ attitude, MHA prides itself in demonstrating a ‘will-do’ attitude.
“There has never been more apparent than since the arrival of Covid-19. We rose to the challenge and worked harder than ever to improve lives across the diverse communities we are privileged to serve.”
Raising standards even further and making a real difference to people’s everyday lives
Barrington Billings, MHA Chair, added: “I never cease to be amazed by what the incredible team of talented and committed individuals who make up the Manningham Housing Association family can achieve.
“There is a never a hint of complacency, just an overwhelming desire to raise standards even further and make a real difference to people’s everyday lives. It is energising to see their professionalism at first hand.
“On behalf of the Board, I congratulate and thank them all.”
