Quality and Service Improvement

Broadway is committed to ensuring all our services perform to the highest standard and continuously improve. Our aims are set out in our Quality Strategy 2013-16. 

Some of the key things we do as part of the Quality Strategy include:

A programme of individual annual audits for all our client facing services including our hostels, outreach services and day centre carried out by trained client and staff auditors.

Organisation-wide audits on specific issues, such as client protection or the promotion of diversity and equality, to ensure all our services are operating to a high standard.

Mystery shopping to test our performance against our customer service standards by trained client mystery shoppers

Monthly and annual performance monitoring, including a set of performance targets for each team to meet.

A comprehensive range of regularly updated service delivery policies and procedures which clients help us develop via our Listening Lunches.

Our sector-wide Client Surveys Benchmarking Group.

Detailed Performance Standards for every single member of staff to set out clear expectations on performance.

The use of in-depth research carried out by Broadway's Research Team, for example on longer term outcomes for our clients, to improve our services.

Quarterly Continuous Improvement Reports for every service manager to review quality and performance indicators and set individual service targets for the next quarter.

We are constantly coming up with new and innovative ways of improving the quality of services provided to homeless people.

Contact Us

For more information on any aspect of our quality work please contact Claire Tuffin, Quality and Governance Manager:

claire.tuffin@broadwaylondon.org

or 020 7710 0571