Our commitment to

Excellence and performance

We are committed to delivering excellent services and seek to improve even further by learning from experience, benchmarking our results, learning from other excellent organisations, achieving awards and accreditations and using evolving technology to maximum effect.

We have successfully achieved many awards and accreditations.

  • 'Big Tick' Business in the Community Award (BITC) 2012.
  • European Foundation for Quality Management (EFQM) Excellence Award winners, and finalist on three occasions (2012, 2013 and 2015).
  • Landlord of the Year and Large Social Landlord of the Year 2013, UK Housing Awards.
  • European Small Contact Centre of the Year 2014.
  • UK Excellence Award.
  • International Organisation for Standardisation (ISO) 14001 Award.
  • Sustainable Homes Index For Tomorrow (SHIFT) Gold Award (twice).
  • Small Public Sector Fleet Award.
  • Investors in People Gold Award.
  • Investors in People Health and Wellbeing Gold Award.
  • Disability Confident Employer.
  • Highly commended at the 2015 BITC Responsible Business Awards in the Building Stronger Communities category, and reaccredited in 2016 and 2017.
  • ISO 18001 Award for occupational health and safety management.
  • Contracting Health and Safety Assessment Scheme (CHAS) accredited contractor 2019.
  • ROSPA Health and Safety Gold Award 2019
  • Customer Service Excellence – achieving Compliance Plus in seven service areas.
  • Tenant Participation Advisory Service (Tpas) accreditation.
  • The first housing association to be awarded the new Tpas Exemplar accreditation

We follow the EFQM Excellence Model, which is an internationally recognised improvement tool and it can be used by any organisation, regardless of size or sector.

Organisations can enter into an annual awards process at regional, national or European levels. We have achieved significant success in the awards and are proud of how we have progressed to achieve national and international recognition for delivering excellence for customers.

  • North of England Regional Business of the Year 2008.
  • UK Excellence Award Winner 2010.
  • European finalist 2012 (the only UK entrant nominated in 2012 and the first Housing Association to reach this level).
  • European finalist 2013 and prize winner for “Adding Value for Customers”.
  • EFQM European Business Excellence Award 2015 — the highest award offered by EFQM.
  • EFQM Platinum Leading Organisation for Excellence in the Public Sector 2017.

We also strive for excellence by using a Systems Thinking approach to transform services from a customer perspective and inspiring our employees through our “Deliver and Improve” leadership initiative.

Our performance

We regularly publish data to improve tenant understanding about the current health of WDH. Our quarterly customer charter report and monthly key performance poster are the two main documents we publish to achieve this.

Related documents

Related links