Our in-house maintenance team receive HQN accreditation

The team have been awarded the Housing Quality Network (HQN) accreditation for the 4th year running.

4th Feb 2021 - Corporate news
By  Sarah O'Leary

We were re-awarded the DLO (direct labour organisation) accreditation, which is the UK’s first and only accreditation system specifically designed for repairs and maintenance services within the social housing sector.

To achieve this accreditation, we complete an annual assessment to demonstrate that our in-house maintenance service is effective, efficient and economical, and that we’re reviewing and implementing previous recommendations.

This year our HQN assessor also focussed on our response to the coronavirus pandemic. They looked at the way in which services have been reshaped to reflect the need to protect the safety of customers and staff, as well as the overall adjustment to home working for some colleagues.

Gill Stead, HQN’s Accreditation Lead, said: “Throughout 2020, Midland Heart's in-house team has nimbly adjusted its approach to ensure that it can continue to deliver a high quality housing repair service, whilst protecting the welfare of both its staff and customers.

During such a difficult time, it is heartening to see how positively the association has responded, and how well it has dealt with some of the unanticipated challenges, and adapted to new ways of working.”

Offering an excellent service to our customers is really important to us so we’re always looking to benchmark our service and ensure that we meet and exceed best practice in the sector. We’re really proud to have achieved this accreditation once again and it’s great to see the team get the recognition, especially during these challenging times.

Paul Barker, Head of Maintenance (Internal) at Midland Heart