The provision of outstanding service is central to all that Unity does and we have an ongoing commitment to quality improvement. Unity’s Strategic Objectives are underpinned by a commitment to deliver best practice outcomes through a focus on continuous quality improvement. As a means of achieving these aims, Unity is registered as a Tier 1 provider under the National Regulatory System for Community Housing (NRSCH), and maintains accreditation to the National Community Housing Standards (NCHS).
Unity participates in an annual compliance assessment under the NRSCH to ensure we continue to meet service and financial benchmarks required for Tier 1 registration. As a Tier 1 provider, Unity consistently meets national performance standards for service delivery.
Compliance with operational policy and procedure is measured through scheduled internal audits, which identify corrective actions and feed into continuous improvement processes. All Unity policies and procedures are regularly reviewed .
To guide us in our work and goals to continuously improve service delivery, we regularly consult with our tenant group to understand what they believe we are doing well and how we can make improvements to our service.
In April 2016, we conducted a comprehensive tenant satisfaction survey that was managed independently through the NSW Federation of Housing Associations. Tenants surveyed reported excellent levels of satisfaction with their housing service. Unity exceeded all mandatory NRSCH benchmarks.
We have built a reputation as a leader in the housing sector through continuous improvement, evidence-based practice and innovation.