Friendship continue to hold the IIE standard
Published by Kerrie Beck for Longhurst Group in Housing and also in Care and Support, Communities
Friendship Care and Housing (Friendship) have once again successfully met the requirements of the Investors in Excellence standard (IIE).
Since the last assessment in 2011, the assessor noted many improvements particularly in relation to culture and processes. Efficiency savings and eliminating waste are clearly being demonstrated with customer involvement and partnership working a key driver for improvement activity.
Friendship have been congratulated on their abilities to review and improve their processes, ensuring customer service is always a priority. Friendship was particularly noted for maintaining a strong leadership focus ensuring the culture at Friendship is one of empowerment. Friendship has been commended for their high level of leadership and direction, with an MD focused on leading and empowering operational Heads of Service to manage delivery of services. The IIE assessor also stated that integrity is key to Friendship’s approach and is a value driven by every member of staff.
“We are incredibly proud to have achieved the IIE standard again,” says Jonathan Driffill, Friendship’s Managing Director. “Since being awarded the standard in 2012 we have continued to study our organisation in order to progress and identify those areas that can be improved. Customers are our focus and we all work extremely hard to provide high quality houses and services. I would like to congratulate and thank our staff; their commitment and support have made this achievement possible, and that makes me incredibly proud.”
The IIE standard demonstrates Friendship’s abilities to excel in those areas most important to their customers and stakeholders. Through an external investigation, the IIE covers all performance areas within an organisation ensuring the appropriate standards are reached to achieve the award, including efficient and effective leadership, resourcing and delivery. Those organisations who work within the IIE framework maintain a range of benefits including improved financial performance and high levels of customer satisfaction.