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).
The NRSCH provides a consistent regulatory environment to support the growth and development of the community housing sector. It is designed to identify, monitor and respond to risks that have serious consequences for tenants, funders and investors, community housing assets and the reputation of the sector. As a Tier 1 provider, Unity consistently meets national performance standards for service delivery.
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.
Over the last three years Unity has devoted significant resources to meeting the benchmarks set by the NCHS for best practice in organisational governance, management and service delivery. We see this not only as an investment in our organisation and as a means of achieving our strategic objectives, but also as an opportunity to encourage professionalism within the community housing sector.
Following a three-day audit in June 2016, which saw external auditors visit each of Unity’s regional offices and meet with a number of tenants and staff, we were granted a further three-year accreditation, achieving 100 percent compliance in every area of the standard. Comments and recommendations made by the external auditors will be considered and incorporated into quality improvement plans.
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 reviewed on a three-yearly cycle.
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, and as a result Unity exceeded all mandatory NRSCH benchmarks.
We have built a reputation as a leader in the sector through continuous improvement, evidence-based practice and innovation.