We've achieved Customer Service Excellence for 2024

​Following our recent assessment of our CSE accreditation, we are delighted to confirm that we have achieved re-accreditation by the Customer Service Excellence (CSE) standard. In addition, this time around, we have achieved 'Compliance Plus' in the 'Information and Access', and 'Delivery', criteria.

Our Head of Group Customer Experience, Neil, said, "This accreditation is a reflection of the brilliant work delivered by all of our teams and colleagues; it's a huge achievement. Our assessor was incredibly complimentary of everyone he spoke to and shared how impressed he was with our planned and organised approach to the assessment, as well as the clear commitment and enthusiasm of colleagues and partners."

This year's review

We are reviewed every year and re-accredited every three years and assessed on how we are progressing and evolving our offer, with a focus on delivery, timeliness, information, professionalism and employee attitude, and an emphasis on developing customer insight, understanding the user's experience and robust measurement of service satisfaction.

This year, we are especially pleased to have achieved additional 'Compliance Plus' in the 'Information and Access' and 'Delivery' criteria.

CSE and the Consumer Standards

The Customer Service Excellence quality mark aims to make a tangible difference to customers by encouraging organisations to focus on their customers' needs and preferences. It reflects some of the work we're focusing on to meet the Transparency, Influence and Accountability Standard, such as:

• maintaining effective communication with tenants and keeping them updated during repairs and maintenance processes
• understanding the diverse needs of tenants and prospective tenants, including those arising from protected characteristics, language barriers and additional support needs
• ensuring tenants' views are taken into account, and providing evidence of actions taken and their outcomes.

About Customer Service Excellence (CSE)

Available to companies and organisations in any sector, the government developed the Customer Service Excellence standard in 2006 to replace the customer service charter mark. It offers a practical tool for driving customer-focused change within an organisation. The accreditation also provides independent validation, certification, and formal recognition of excellence and achievement in customer service.