Customer Service Excellence at Progress Housing Group

Progress Housing Group, based in Leyland, Lancashire, is celebrating after successfully retaining its Customer Service Excellence award.

The original Customer Service Excellence award was attained in 2008 and builds on the success of the Charter Mark that Progress Housing Group has held since 1997.

In order to maintain the award the Group is assessed annual against a strict criteria, which includes our performance in the areas of identifying our customers, engagement, consultation and determining customer satisfaction.

The main focus of the most recent assessment was around five specific measures: customer insight; the culture of the organisation; information and access; delivery and timeliness; and, quality of service.

In his feedback to the Group, the assessor commented that one particular area of strength is the high degree of involvement and consultation, with feedback from customers overwhelmingly positive. The assessor also noted that staff were clearly motivated to provide high quality services and were empowered to go ‘the extra mile’ for customers.

Jacqui De-Rose, Chief Executive of Progress Housing Group, said:” We are very proud to receive the Customer Service Excellence award; none of this could have been achieved without the dedication, commitment and hard work of our staff.

“This award acknowledges our constant efforts to improve customer service and we believe these assessments help to make us an effective business.”