On Wednesday 3 December 2014, we were presented with the TPAS landlord accreditation, making Pine Court the first BME housing association in the UK to achieve the accolade.
In 2012 we adapted and embedded the Sovini Group’s Customer Empowerment Framework, and since then, our efforts to involve residents has gone from strength to strength; establishing our first Customer Panel in 2013 to review all elements of our service, from property maintenance to marketing materials.
Cym Dsouza, Chair of BME National, said: “This is great news for Pine Court, and also for the BME housing sector, showing that we’re moving in the right direction. BME’s are just as capable of achieving such certifications and taking customer involvement to the next level, while overcoming extremely diverse language and culture barriers.”
Pine Court achieved 25 passes at the final stage of the accreditation, and as a result, the Assessment Panel have awarded us the TPAS accreditation for three years, until 2017.
In the assessment feedback, Pine Court was applauded for dedication to embedding resident Involvement across the organisation, and utilising our Customer Empowerment Panel to gain customer insight and make improvements to services. The availability of bilingual staff to the customers was also praised, as it makes our services inclusive to all.
Jenny Osbourne, Chief Executive of TPAS, said: “TPAS are proud to award our Landlord Accreditation for Tenant Involvement to Pine Court. Their hard work to obtain our accreditation demonstrates their strategic commitment to overcome language barriers and truly involving their residents in developing, delivering and improving their services for all.”
David Brown, Director of Operations at Pine Court Housing Association, said: “This accreditation is a testament to just how far we’ve come. Resident Involvement is now embedded throughout all our business processes and has been key to making significant improvements to the services we deliver. Without doubt it has played a role in our surge in customer satisfaction levels and efficiency savings.”