At City West we continually challenge ourselves to improve. In order to demonstrate this commitment to our customers we have gained a number of accreditations. These accreditations are awarded by professional bodies and, along with our commitment to customer scrutiny, will continue to challenge our services to ensure we are delivering the best possible standards to our customers. As we are no longer inspected by a regulatory service we are proud to have achieved the following accreditations:
HouseMark’s Complaints accreditation demonstrates how we are responding to customer complaints, comments and compliments. Landlords volunteering for accreditation have their complaints service assessed against a series of complaints commitments and associated building blocks. These are aligned to CIH and HouseMark's Complaints Charter which identifies the six key principles that all good complaints services have in common.
Awarded by Housemark, an organisation which supports housing organisations to improve their performance and services, the accreditation allows social landlords to demonstrate to their tenants, partners and the wider community that they are responding well to anti-social behaviour, recognising that it’s a high priority issue for many tenants.
Investors in People (IIP) is the national quality standard for the training and development of people. IIP provides a framework for improving our performance through setting our business objectives and developing staff to meet them.
DiBA comprises a comprehensive set of good and exemplar practice standards that address a range of business functions, including leadership, people and performance management, employee and community engagement, customer satisfaction, supplier diversity and action planning.
The Government wants services for all that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of service provision. With this in mind Customer Service Excellence was developed to offer services a practical tool for driving customer-focused change within their organisation. The foundation of this tool is the Customer Service Excellence standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.
The HQN Income Excellence accreditation process is thorough, wide reaching and appropriately critical. A particularly positive outcome of the process has been the support we’ve received in developing future service improvement plans as well as the endorsement of our existing activity. We are proud to have achieved accreditation and believe it validates the efforts our staff and involved customers have put in along the way. We were delighted with the recognition from our partners who were also engaged in the process. The award also gives all our customers reassurance that the services we provide are high quality, fit to meet the upcoming challenges and provide value for money.
Keep Britain Tidy awarded City West exemplar status for the New Lane Estate in its Cleaner Greener Safer Neighbourhood Quality Mark - the highest level of accreditation that can be awarded. The Valley Estate in Swinton has also been awarded Performer status. After a multi million pound investment to improve homes and the environment by City West, a programme of community engagement with residents and partner agencies, an active tenants’ and residents’ association and a robust approach to dealing with anti-social behaviour has seen both neighbourhoods improve dramatically.
The Chartered Institute of Environmental Health (CIEH) is a professional, awarding and campaigning body at the forefront of environmental and public health and safety. CIEH are at the forefront of environmental and public health, and as a professional body, they set standards and accredit courses and qualifications for the education of their professional members and other environmental health practitioners.
The TPAS Resident Involment Quality accreditation makes us more approachable, more accountable and more attuned to residents’ views – resulting in solid business decisions and increased efficiency. The accreditation is a new package of services, which assesses our approach to resident involvement and helps us to deliver continuous improvement.
City West is now an accredited Living Wage Employer. This means that every member of staff in our organisation earns not just the minimum wage but a living wage. The Living Wage is an hourly rate set independently and updated annually, based on the cost living in the UK. We believe that all our staff should share in the success of our organisation. You can find out more about it on the Living Wage Foundation Website www.livingwage.org.uk.
Following our 2012 listing we climbed 70 places to 16th in the 2013 Sunday Times Top 100 best not-for-profit companies to work for list. Find out more.
The ACCA Approved Employer programme recognises employers’ high standards of staff training, accountancy resources and development for their ACCA members and trainees.
This standard is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach and continual improvement.