We hold the following awards and accreditations:
Customer Service Excellence Award
The Government wants public services for all that are efficient, effective, excellent, equitable and empowering – with the citizen always and everywhere at the heart of public service provision. With this in mind Customer Service Excellence was developed to offer public 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.
Investors in People
Launched in 1991 Investors in People is a business improvement tool administered by Investors in People UK and supported by the Department for Business, Innovation and Skills (BIS).
Investors in People offers a business improvement tool designed to help all kinds of organisations develop performance through their people. It is a tailored assessment process designed to support organisations in planning, implementing and evaluating effective strategies.
Platinum Member Status TSA Code of Practice
The Telecare Services Association (TSA) is the representative body for the telecare industry in the UK. It aims to promote and support the telecare industry and highlight the benefits of telecare for consumers. The TSA has almost 300 members, primarily from Local Authorities, Registered Social Landlords and private sector suppliers. TSA members give support to the majority of the 1.5 million service users who benefit from telecare in the UK.
The TSA under take member inspections against the criteria established within its Code of Practice. Accredited organisations undergo a rigorous initial inspection, followed by annual inspections to ensure that compliance is retained.
In 2011-2012, we successfully achieved Platinum Member Status for the TSA Code of Practice. This means we attain to the very highest standards in the provision of Telecare services. To become a Platinum Member, organisations must:
- Become accredited to every module of the Code of Practice for the services they provide
- Be compliant with the European Technical Specification for the services they provide
- Achieve 98.5% of calls - answering time within 60 seconds
By becoming a Platinum member we have gained accreditation in four new modules:
- European Standard in Social Alarm
- Monitoring Services
- Service user profiling*
Positive about Disabled People
The disability symbol is made up of two ticks and the words 'positive about disabled people'. You will see the symbol displayed on job adverts and application forms. If an employer uses this symbol, it means they are positive about employing disabled people and will be keen to know about your abilities.
Employers who use the disability symbol make five commitments regarding recruitment, training, retention, consultation and disability awareness.
These commitments are:
- to interview all disabled applicants who meet the minimum criteria for a job vacancy and to consider them on their abilities
- to discuss with disabled employees, at any time but at least once a year, what both parties can do to make sure disabled employees can develop and use their abilities
- to make every effort when employees become disabled to make sure they stay in employment
- to take action to ensure that all employees develop the appropriate level of disability awareness needed to make these commitments work
- to review these commitments each year and assess what has been achieved, plan ways to improve on them and let employees and Jobcentre Plus know about progress and future plans
Private, public, voluntary and community sector organisations in Lancashire that take positive steps to welcome and encompass LGBT issues within their organisation or service provision can apply for the Navajo Charter Mark.
Charter mark applications require an evaluation of the ethics of the organisation applying by one of the members of the Charter Mark Working Group. If the criterion meets the required standard then the organisation will be awarded the Charter Mark. Organisations are assessed after year one then every two years to ensure that they still meet with the criteria. We also support the Lancashire LGBT Centre. Find out more at www.lancashirelgbt.co.uk
New Progress Housing Association and New Fylde Housing hold the CHS's 'Code of Practice' for their support for older people.
Following a recent inspection, which included visits to sheltered schemes, interviews and producing 100s of pieces of evidence, the code confirms that we meet ten minimum standards on:
- Service delivery
- Policies and guidance
- Rights and responsibilities
- Confidentiality and privacy
- Independence and empowerment
- Professional roles
- Collaboration and community development
- Trained and supported staff
- Physical environment.
Gas Safe accreditation
Gas Safe Register is run by Capita Gas Registration and Ancillary Services Limited, a division of Capita Group Plc. It is the official gas registration body for Great Britain (GB) and Isle of Man, appointed by the Health and Safety Executive (HSE) for Great Britain and HSWI for Isle of Man.
Gas Safe Register replaced CORGI as the gas registration body in GB on 1st April 2009. The HSE carried out a review of gas safety in 2006 which, after consultation with the gas industry, engineers and the public, led to the decision to change to a new gas registration scheme. The sole focus of the register is on improving and maintaining gas safety to the highest standards.
NICEIC is the UK electrical contracting industry’s independent voluntary body, which regulates the training and work of electrical enterprises in the UK. The NICEIC is one of only a few providers given Government approval to offer Competent Person Schemes to oversee electrical work within the electrical industry.
iN business for neighbourhoods
Where you see the 'iN business for neighbourhoods' logo, you will find a housing association that has made a set of promises – to customers, neighbourhoods and excellence.
Friendly neighbours, local shops, schools, healthcare, jobs, places to relax and good public transport - that’s what makes a place somewhere you’d be happy to bring up children and grow old.
Where you see the iN business for neighbourhoods logo, the local housing association has promised to help build a better neighbourhood there.
ISO 9001:2008 is an international quality manangement standard that demonstrates:
- our ability to consistently provide product that meets customer and applicable statutory and regulatory requirements; and,
- our aim to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements.
Some of the requirements in ISO 9001:2008 (which is one of the standards in the ISO 9000 family) include:
- a set of procedures that cover all key processes in the business;
- monitoring processes to ensure they are effective;
- keeping adequate records;
- checking output for defects, with appropriate and corrective action where necessary;
- regularly reviewing individual processes and the quality system itself for effectiveness; and,
- facilitating continual improvement
Housemark ASB accreditation (NPHA)
New Progress Housing Association has been awarded the HouseMark ASB accreditation for the way it deals with anti-social behaviour and its commitment to tackling anti-social behaviour (ASB) in its communities.
The accreditation was developed in partnership with the Social Landlords Crime and Nuisance Group (SLCNG), the leading best practice and benchmarking group for anti-social behaviour related issues in the UK.
In order to gain the award, New Progress Housing Association was assessed against a set of expectations and best practice in tackling ASB. This included the association’s leadership and strategic commitment, action taken to protect communities, how residents are involved in developing the service, and the provision of support for victims and witnesses.