Following a re-assessment in December 2016, Wythenshawe Community Housing Group (WCHG) was proud to retain its HQN accreditation three years in a row.
Following the assessment, HQN considers that WCHG continues to meet the HQN accreditation standards and should retain the awards that they hold.
Some highlights include:
- Repairs completed on time have been above target for the majority of the year, with a 99.92% success rate
- Customer satisfaction is extremely high at 99.95, which is slightly up on last year’s already strong results
- Void turnaround times continue to improve, and show significant improvement over the past three years. The average relet time, across the year has decreased further to 17.17 days
- Gas servicing compliance is still very strong and has remained at 100% throughout the year (and has been at this level for the past two and a half years), and electrical safety (upon which there is significant focus) has increased from last year to 99.96%.
The accreditation report focused on significant good practice changes in the last 12 months and as a result had no formal recommendations for improvement.
Group Chief Executive of Wythenshawe Community Housing Group, Nigel Wilson, said, “It’s great for us and our tenants to know, that despite the challenges of change, our standards of service have remained at the very highest levels of quality that we all expect. It is also very pleasing to note that the effort we have made to ensure we effectively monitor performance at service level and that of individuals has been recognised as a key part of why the standard of service we provide is consistent, efficient and delivers excellent customer satisfaction.”
A spokesperson for HQN said “We thank the officers of WCHG for their continued enthusiastic, honest and positive approach and for the assistance we were given when we visited the offices to carry out the assessment.