Phoenix scoops up two awards for excellence

node leader
16 October 2015

 Phoenix Futures picked up two awards for outstanding leadership and customer satisfaction at a prestigious awards ceremony for the UK’s leading businesses and charities.

At the glittering British Quality Foundation (BQF) UK Excellence Awards in London on Thursday 15 October, Phoenix staff received the Leadership Award and the Customer Satisfaction Award from businesswoman and star of hit TV show, The Apprentice, Baroness Karren Brady CBE. The national charity won both categories entered, and was honoured to be recognised amongst such huge organisations as Royal Mail, Ricoh UK and the University of Winchester.

Karen Biggs, Phoenix’s Chief Executive, said: “The most incredible part of winning these two awards for leadership and customer satisfaction is that every single staff member and volunteer can feel proud that they helped contribute to Phoenix’s success. These two elements of business are shown across every level of the organisation, and are extremely important to us because they are key to helping change thousands of people’s lives across the UK.”

Having previously won the Leadership Award in 2011, Phoenix picked up the award this year for its ‘genuine passion to truly deliver inspiring leadership’ and its ‘particularly impressive’ commitment to its values and principles when deciding to bid for new tenders which could compromise price or service quality.

The Customer Satisfaction Award was entered and won by Phoenix for the first time this year, and the BQF panel noted the charity’s ‘wide range of innovative approaches,’ such as its service’s allotments and animal therapy treatment programmes, remarking ‘it was clear Phoenix’s focus was not just on completion of a treatment programme but on long-term recovery.’

As part of the entry submission, former Phoenix resident Lawrence Smith, who received treatment at the charity’s Hampshire Residential Service, told the panel about his experience which truly moved the BFQ judges.

The 22nd UK Excellence Awards recognised organisations which have demonstrated excellence in all areas of operation and winning an award is one of the highest accolades an organisation can achieve.

Entrants for the awards are assessed against the European Foundation for Quality Management Excellence Model’s management framework, used by over 30,000 organisations in Europe. Organisations use this model to assess their degree of business excellence, and understand their key strengths and areas they may need to improve.

To become a finalist, Phoenix had to score above a benchmark, and be recommended by every assessors who took visited their services and offices earlier in the year. The assessors then had to present their findings to a UK Excellence jury.

On the night, Chief Exec Karen Biggs, Director of Operations Adele Duncan, Head of Quality Amy White, Locality Manager Bea Wheeler, Service User Involvement Co-ordinator Stuart Plant and former Phoenix resident Lawrence Smith attended the black-tie event on behalf of Phoenix.

Karen added: “We have many people to thank, and especially D&D Excellence Limited who helped us improve our performance using the EFQM Excellence Model.

"These awards have set us apart in the housing, charity and drug and alcohol sector and shown we are leaders in what we do. We have every member of staff to thank for these awards, and, of course, Stu’s lucky purple socks."


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Phoenix Futures is a registered charity in England and Wales (No 284880) and in Scotland (No SCO39008); Company Limited by Guarantee Number 1626869; Registered Provider of Social Housing with Homes England (H3795).