We've achieved Customer Service Excellence for 2025
We are proud to share that we have once again secured the Customer Service Excellence (CSE) standard.
After our most recent review, we are thrilled to announce that our CSE accreditation has been successfully renewed. This year, we have also been awarded 'Compliance Plus' recognition in both the 'Information and Access' and 'Culture of the Organisation' areas.
Our Head of Group Customer Experience, Neil Bergin-Faragher, commented: “We are absolutely delighted to have secured this accreditation, particularly with the additional recognition for our organisational culture and our commitment to making sure all our tenants have access to all essential and relevant information in a way which is best for them. This achievement reflects the dedication and hard work of all our colleagues, whose efforts ensure we provide a welcoming and inclusive environment for everyone. It also demonstrates to our tenants that their experiences and needs are at the heart of what we do, and that we are continuously striving to improve the way we communicate and deliver services. These accolades are a testament to our ongoing commitment to excellence as an organisation.”
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.
The accreditation concluded that our success demonstrates that Customer Service Excellence is not just about compliance, but about embedding customer service as a core organisational value.
CSE and the Consumer Standards
The Customer Service Excellence quality mark aims to make a difference to customers by encouraging organisations to focus on their customers' needs and preferences. It reflects some of the work we are 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.