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‘Exemplar’ housing association retains national quality mark

Manningham Housing Association (MHA) has retained its Customer Service Excellence national quality mark after a 12-month review.

The accreditation is awarded to organisations judged to have a “truly customer-focused culture” following a rigorous assessment process.

The independent assessor held discussions with MHA staff at all levels as well as with board representatives, customer panel members, suppliers and tenants.

He also visited partner organisation Hollings Youth Association where he met eight customers who, according to his final report,  “confirmed the extent to which Manningham Housing Association works in partnership to provide services to the disadvantaged and hard to reach groups.”

In his conclusions, he wrote: “Manningham Housing Association is an exemplar of a diverse and inclusive organisation, with all associated with it committed to providing an excellent service for tenants and the community.

“The organisation is performing well in very challenging circumstances [and] has maintained a series of mutually beneficial partnerships which lead to ‘win win win’ outcomes.

“Manningham Housing Association punches well above its weight but at last is getting the rightful recognition it deserves.”

Nadim Khaliq, MHA Head of Housing Services, was singled out for praise by the assessor “for his cooperation and patience throughout.”

Nadim commented: “I am thrilled that we have again met the requirements of the scheme and continue to make positive progress as a truly community based BAME housing association.

“There have been immense challenges for everyone at MHA over the past three years, beginning with the onset of the pandemic and continuing with the cost of living crisis.

“However, challenges bring opportunities and we have endeavoured to get even closer to the communities whose needs we seek to address whilst looking after each other internally as valued MHA team members.”

Barrington Billings, MHA Chair, said: “This is another highly worthy and welcome judgement on where MHA has reached as an organisation.

“As Chair, I am pleased that the senior management team have been praised by the assessor for the stability, direction and assurance for the future that they offer, and our new board appointments have been welcomed because of the skill sets and new thinking that they bring to the table.

“But there is no such thing as hierarchy at MHA.  We are all pulling in the same direction and trying to achieve the same aims.  That remains key to our continued success.”

Founded in 1986, Manningham Housing Association manages more than 1,400 homes for over 6,000 residents in Bradford and Keighley.

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Notes to editors

Picture MHA team members at the association’s head office in Bradford Notes to editors Manningham Housing Association (MHA) has a proud track record of delivering homes and services to communities in Bradford and Keighley. It was founded in 1986 following a piece of research on the housing needs of Black and Asian communities in Bradford. This research proved that the needs of the South Asian community were not being addressed. With an annual turnover of £8.2 million and a staff of 42, the association now manages more than 1,400 homes for over 6,000 residents.  Around 75 per cent of MHA properties are large family homes with three or more bedrooms.  Over 80 per cent of MHA residents are of South Asian origin but the association proudly serves all of those in need. MHA holds a G1 rating for governance and a V1 rating for financial viability from the Regulator of Social Housing.  In addition to holding the Customer Service Excellence quality mark, MHA is the first housing association in the country to be officially accredited for its work in promoting equality, diversity and inclusion. In 2022, MHA won the British Standards Institution Users Award for Sustainability, the Northern Housing Team of the Year Award, the Northern Housing Tenant of the Year Award and the West and North Yorkshire Chamber Equality Trailblazer Award.  The association has just been shortlisted for Best Approach to Diversity and Inclusion at the Northern Housing Awards 2023.

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