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Sunday, June 26, 2022

A Black and Asian community-based housing association described as a ‘beacon of hope’

Manningham Housing Association (MHA) has retained its Customer Excellence accreditation after a rigorous independent inspection, achieving the highest possible Compliance Plus rating in 11 individual areas of its work.

The association, which owns and manages more than 1,400 homes for over 6,000 residents in Bradford and Keighley, has held the prestigious quality mark since 2019 when it was accredited for its effort to promote equality, diversity and inclusion as the first housing association in the country.

The Customer Service Excellence Standard is awarded to organisations that are deemed to have a “truly customer-focused culture” following a review of documents submitted to an official assessor and an onsite visit.

Manningham Housing Association’s head office in Bradford
Image: MHA

The assessor also held a combined total of 12 in-person and virtual discussions with MHA staff at all levels, members of the association’s Board, Customer Panel members, suppliers and tenants.

In his final report, he wrote, “Manningham Housing Association has been a beacon of hope for many during the pandemic and is now emerging as a stronger, more dynamic and adaptable organisation.

“To a large extent the staff and the Board reflect the diversity of the communities which MHA serves, and the organisation is committed to working with partners to improve skills, create new employment opportunities and improve the quality of people’s lives”.

He concluded, “I can confirm that all the requirements of the Standard are met in full”.

Nadim Khaliq, MHA’s Head of Housing Services, who was responsible for ensuring the association met the long list of requirements demanded by the assessment process, 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 is a wonderful reflection on everyone involved with our work including staff colleagues, community partners, tenants and the Board”.

Manningham Housing Association staff
Image: MHA

Barrington Billings, MHA Chair, said, “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 never a hint of complacency, just an overwhelming desire to raise standards even further and make a real difference in people’s everyday lives.

“It is energising to see their professionalism first hand.

“On behalf of the Board, I congratulate and thank them all.”

In 2021, Manningham Housing Association also won the Outstanding Approach to Communications category at the Chartered Institute of Housing Northern Awards and was shortlisted for two UK Housing Awards including Landlord of the Year.

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