Quality service in housing
Ulidia has been formally recognised for its commitment to tenants, employees and community relations.
Ulidia Housing Association’s unique brand of customer focused housing service has recently been recognised by the award of the Government’s new Customer Service Excellence Standard (CSE) which replaces Charter Mark. The standard will assist Ulidia to continually improve the service it offers across all parts of its business by helping the organisation focus on the activities that customers say are most important to them. The final Assessment Report was received in March 2013 and concluded that Ulidia is a high performing landlord that excels at engagement with customers by going the extra mile to meet their needs.
In response to rising demands from tenants for more meaningful methods of engagement, Ulidia developed a new Tenant Participation and Involvement Strategy. The strategy offers tenants a range of techniques for engagement and consultation to ensure they remain integral in the decision-making processes within the organisation. These approaches include a combination of formally constituted Community Associations, Community Champions, a Housing Advisory Group and a Tenant Involvement Register.
Ulidia continues to offer an enhanced service to tenants who adhere to the terms and conditions of their Tenancy Agreement. The Premier Service tenant incentive scheme, through which Ulidia aims to reward and encourage good conduct of tenancy by offering a range of benefits to those tenants who meet the eligibility criteria, has been in operation since 2005. Ulidia was the first housing association in Northern Ireland to introduce a tenant incentive scheme and approximately 70 per cent of its tenants are Premier Service members.
Earlier this year Ulidia was also awarded Investors in People Silver status, recognising the Association as an employer that delivers business improvement through its people. Ulidia was first accredited with the Investors in People Award in 1999. However, this additional recognition at Silver level is particularly noteworthy as only 1 per cent of organisations across the UK have been successful in reaching this stage.
This year marks the Association’s 35th anniversary and the organisation now manages a housing stock of over 1,100 units of accommodation located across Northern Ireland. In recent months Ulidia has completed the building of an additional 100 new houses. 150 more houses are currently under construction. Ulidia has already successfully built two Shared Future housing projects, including the national award-winning development at Carran Crescent, Enniskillen. The Association continues to actively promote a Shared Future, most notably acknowledged by 75 per cent of tenants having now signed the Association’s Good Neighbour Agreement.
Ulidia Housing Association Ltd
20 Derryvolgie Avenue
Belfast, BT9 6FN
Web: www.ulidiahousing.org
Email: info@ulidiahousing.org
