Bradford housing association ‘sprinkled with magic dust’ praised by independent assessor

Manningham Housing Association (MHA) has again earned the Customer Service Excellence (CSE) quality mark following a week-long assessment.

The BME organisation – which manages more than 1,400 homes for over 6,000 residents in Bradford and Keighley – achieved full compliance across all categories, including 13 Compliances Plus ratings for going above and beyond expectations.

MHA was also awarded the global Standard for Diversity and Inclusion in HR Management, known as ISO 30415, enhancing its pioneering status as the first housing association in the world to achieve the accolade in 2023.

In his final report, John Mulholland from the Centre for Assessment (CfA) writes: “Manningham Housing Association delivers much more than bricks and mortar and works effectively with the whole range of partner organisations to deliver high quality housing and high-quality services.”

He continues: “There is a strong understanding of customers’ complex needs and services are designed to improve lives. Customers, staff and partners work cooperatively and collaboratively to tackle the disadvantages faced by the communities.”

Mr Mulholland highlights the “massive focus” at every level of the organisation “on the customer, their needs and the desire to continuously improve the service offering.”

He describes MHA as “a beacon for diversity in the workplace” with “an inclusive culture where people from a wide variety of backgrounds can be themselves at work and are encouraged to give their best.”

The assessment incorporated a review of documentary evidence and 14 discussions conducted face to face or via Microsoft Teams, with input from staff at all levels, MHA Board members, Customer Panel members, suppliers and customers/tenants. The site visits also included a tour of the office premises and a trip to the Anchor Court development in Bradford where the assessor met a total of 18 customers, who confirmed the extent to which MHA works in partnership to provide services to the disadvantaged and hard to reach groups.

Delivering his final report to MHA Chief Executive Le Bloomfield, Mr Mullholland said:

“I can confirm that both CSE and ISO30415 have been met in full.

“I am in awe with what is happening in Manningham and the quality, commitment and professionalism of your staff.  It is a pleasure to work with you as an organisation and as individuals.

“There is a magic about Manningham that I can’t quite describe, but the magic dust has been liberally sprinkled on your people and perhaps that is why you continue to deliver such impressive outcomes.

“Please thank everyone involved in making this such a smooth assessment and such a pleasant experience.”

Commenting on the CfA report, Nadim Khaliq, MHA Head of Housing Services, said:

“We’re absolutely delighted with the outcome of our latest Customer Service Excellence assessment. This achievement is a true testament to the dedication and hard work of everyone across Manningham Housing Association.

“Accreditations like CSE really do matter. They provide an external benchmark for how well we’re serving our customers and help us identify where we can continue to improve.

“To be recognised in this way reaffirms that our focus on people, communities and continuous improvement is making a real difference.  It’s also wonderful recognition for our team and a great motivator as we continue striving to deliver outstanding homes and services for our residents.”

Carolina Padovezi de Oliveira, MHA Head of Corporate Services, said:

“This is a testament to our brilliant team and engaged tenants. Thank you to them for living our values and delivering for our communities.

“We hold ourselves to high standards because our customers deserve nothing less. CSE renewal confirms our progress and our commitment to doing the right thing, first time.”

Rupert Pometsey, MHA Chair, added:

“It is a fantastic report.  Special congratulations to Nadim and Carolina for overseeing the entire assessment process.

“Everyone involved with MHA should feel deep pride in what we have achieved and will continue to achieve in the years ahead.”