The inspection report recognised that in line with goals of the organisation to deliver effective services to customers and the local community, the management system has demonstrated it is supporting the strategic direction of the organisation. This was evidenced by the effective management system in plan and through the pro-active interactions had with the employees and management team during the recertification audit.
Emma Ball, Business Improvement Coordinator stated: “Our tenants can be assured that we have systems in place to manage their homes and tenancies effectively and fairly. Everyone at GCH has worked hard to meet the standard and we continue to improve our systems, policies and procedures as part of our continuous review process. During this inspection, the evidence seen by the Inspector during detailed meetings with service managers and site visits impressed him as he saw how we use our policies in a practical way when managing tenant issues on a daily basis. He once again highlighted how impressed he was with the level of dedication and commitment of all members of the GCH team interviewed.”
Liam Kelch, Involved tenant and Tenant Board Member of GCH said “GCH make sure that all policies and procedures are robust and meet the ISO standard but also that they meet tenant requirements as they are reviewed by Tenant Panel. GCH have always sought tenants feedback on policies which is very positive. For example over the past year Tenant Panel representatives have worked on 12 policies and procedures to make sure they are fit for purpose. I am pleased that tenants continue to be meaningfully involved in the process.”