Succeeding through People

EFQM
8 July 2013

Wakefield and District Housing - United Kingdom

EFQM's 2012 Awards Finalist.

"When used in conjunction with our strategic planning, EFQM helps us to ask the fundamental questions of why we do things, how we do things and what can we do better."
Kevin Dodd, Chief Executive

Background

Wakefield and District Housing (WDH) manages 31,000 properties occupied by 60,000 tenants and employs over 1,400 people, making it one of the largest employers in Wakefield. WDH is committed to making tenants lives better and strives to create confident communities. It became the first housing organisation in the north of England to achieve the top rating of three stars from the Audit Commission in October 2007.

Benefits of implementing the EFQM Excellence Model

  • WDH has used the EFQM Model for over 10 years. During this time, tenant satisfaction has increased year on year, from 76% in 2004 to 90% in 2012.
  • The EFQM Model has encouraged "excellence" discussions at all levels of the organisation, engaging them and getting people to think about what it means to them.
  • The EFQM Assessors feedback report has helped WDH sharpen their thinking and identify the key areas where they need to concentrate, to help meet the economic and social challenges they and their customers face, whilst maintaining excellence at all levels.

Wakefield and District Housing was a Finalist in the EFQM's 2012 Excellence Awards.

"There is a strong base for the organisation to go forward and in particular a very loyal, committed and motivated workforce, a very strong local "brand", clear long term Vision and supportive leadership."
Norman Hughes, EFQM Assessment Team Leader