Leadership

EFQM
29 October 2013

Glasgow Housing Association - Scotland

2013 EFQM Excellence Prize Winner in "Leading with Vision, Inspiration and Integrity"

“The excellence model has helped us identify priorities for improvement during our journey and its structured approach ensured that the solutions we considered were appropriately analysed, prioritised and delivered when appropriate.”
Paddy McLaughlin, Quality Assurance Manager

Background

Glasgow Housing Association is a Registered Social Landlord, a not-for-profit organisation and a registered charity. We provide services to almost 67,000 people across Glasgow, owning and managing 41,000 rented properties. We are the largest provider of social rented housing in Scotland. From September 2012, GHA has become the largest subsidiary of Wheatley Housing Group, a new organisation formed to ensure a sustainable and growing business.

Benefits of implementing the EFQM Excellence Model 

  • Through a highly active and visible leadership style, GHA has created a framework through which has been turned around from a failing organisation into a very successful organisation in just 3.5 years. 
  • All Customer Satisfaction measures are showing a positive trend over the last 3 years and are all over targets. Overall Customer Satisfaction has increased from 70% in 2004 to 87% in 2012. 
  • GHA is the benchmark for complaint handling in their sector, with 95% of complaints resolved in 2 days. 
  • Overall results for employee satisfaction show maintained good levels of performance since 2007/8. Overall employee satisfaction has increased from 58% in 2008 to 85% in 2012. 
  • There is sustained good performance for more than 3 years especially on key society perception results: satisfaction & improving neighbourhood. More than 80% of the community is satisfied with their neighbourhood. 
  • Total costs have reduced by 8% in the last 3 years as GHA have become more efficient through improved performance levels.

“It was fully demonstrated at assessment that leadership skills are comprehensively embedded in the wider leadership team. Of particular note are the extent to which leaders engage with stakeholders and partners, and also the extent to which they have secured the loyalty, commitment and trust of their employees.“
Paul Evans, Assessment Team Leader