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Customer Service Excellence 2021

25th October 2021

We are delighted to announce that Habinteg has retained CSE - Customer Service Excellence - for 2021 and improved our measure against this important national standard.

Following a rigorous virtual Assessment, undertaken by Assessor Paul Hindley, on 13 and 14 October 2021, the Association achieved full compliance against all 57 criteria of the standard, with 20 of these criteria achieving compliance plus (best practice) status.

This achievement is a credit to all staff involved in delivering customer services, particularly in another year of challenging times. Quality and Performance Manager, Ann McErlean, noted that the Assessor made particular mention of how staff members continued to deliver services to customers in difficult times, introducing new ways of working to reach out and communicate with customers.

In his Report the Assessor commented: 'The CSE team has worked hard to develop their service using the Standard as a business improvement tool. Lots of new evidence was presented this year. There are now 20 elements that have been awarded a compliance plus, and the one partial from last year has been resolved'.

The assessor's recommendation is that Habinteg Housing Association is well deserving of re-accreditation to the Standard.

Customer Service Excellence 2021
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