Business Improvement & Excellence

WP Housing is passionate about enabling you to enhance your service delivery and customer experience, helping you become more efficient, and ensuring you offer a great place to work.


We can support you to improve your housing development business with a range of services as required…


Value for money strategy

The concept of managing financial Value for Money is central to our Strategy Map framework which is designed to align all key processes, results, assets, risks, targets, budgets and stakeholders around your core Customer journey. Once completed the Strategy Map enables your organisation to go on and examine in detail the contribution, efficiency and effectiveness of each of your services and core processes.


Business excellence & demonstrating continuous improvement

We have extensive experience assisting registered providers to adopt the principles of Business Excellence using various improvement models, in particular the EFQM Excellence Model. We have developed housing sector specific case studies that include detailed material describing the tools and techniques used to deliver business improvement. This material is available to train staff in the core principles of the EFQM Excellence Model including how to assess evidence and produce Improvement plans that are based on both the criteria of the HCA Framework and the EFQM Model. Clients using this approach also have access to our comprehensive relationship matrix that shows the linkage in the clauses between the HCA Framework and the EFQM Model.


Verifying HCA Regulatory Compliance

The Homes & Communities Agency Regulatory Framework (clause 2.8) describes the need for Registered Providers (RPs) to conduct ‘robust and honest self-assessment’ and for the outcomes and plans to be verified. We have developed a framework that allows RPs to undertake this work in a systematic and efficient manner. The process we have developed can be undertaken independently by ourselves or with as much involvement of your key staff as you wish. The outcome from this process is a report describing the degree of compliance against key areas of the Framework. Where there are breaks in compliance the report also describes the root cause of such issues and goes on to use a detailed plan describing how they can be resolved. The Boards who manage the organisations using this approach have commented that it is one of the most useful ways of verifying that their approved policies have been effectively deployed.


Process Improvement

We have extensive experience using a range of advanced process improvement techniques, foremost amongst these is “Define, Measure, Analyse, Improve and Control” (DMAIC). DMAIC offers a systematic tool to analyse how effectively policies are being managed, including the use of resources, transaction times and targets in high cost areas.


Internal Audits

We can offer you an effective Internal Audit function, in order to assess the degree of compliance with your process requirements as well as verification of your policy commitments; this includes an assessment of the degree of compliance in relation to the scope of the audit and the requirements of the HCA Framework. Our auditors are all trained to Lead Auditor qualification standards and have professional qualifications including registration with the IRCA (International Register of Certified Auditors). We can also offer bespoke training courses if you wish your own staff to be capable of undertaking the internal audit programme.


Developing & Implementing documented management systems

Increasingly RP’s are considering the use of Documented Management Systems to manage their core processes and verify the delivery of key policies. We have assisted a number of Registered Providers to achieve ISO 9001, and are now closely involved in the update of these client systems to meet the improved regulatory focus of the 2015-updated version of ISO 9001. Our approach to management systems is based on the use of Visio maps to define the core processes. This approach has the benefit of defining policy risk and process requirements at the point of use, in visual rather than text based formats. This makes it much easier for users to follow as well as providing the basis for subsequent process improvement using the DMAIC approach described earlier. 


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