Stevenage Homes recognised for Customer Service Excellence

Stevenage Homes has become a member of an elite group of public services that have been awarded the Customer Service Excellence Standard.

It has also been commended for its customer focused culture and high standard of customer involvement.

In addition to being compliant with the standard Stevenage Homes has also been awarded four ‘compliance plus’ ratings which means that the organisation has gone above and beyond expectations and is demonstrating good practice.

The Customer Service Excellence scheme has been established by the Government to champion customer service and replaced the Charter Mark three years ago.

In her report Patricia Broad, assessor, said,
‘It is very clear that Stevenage Homes prioritises customer focus at all levels in the organisation. There is a clear Customer Focus Strategy with supporting corporate vision, mission and values that puts the customer at the heart of service delivery.’

She added,
‘A range of initiatives fully demonstrates the efforts to identify hard to reach – and disadvantaged groups and individuals – and you have developed your services in response to their specific needs. Particularly noteworthy is the work being done by the ASB team with vulnerable and disadvantaged people and the Family Intervention Project. Initiatives such as the well attended Customer Conferences and active involvement by tenants on various panels and focus groups are worthy of a Compliance plus rating.’

Commenting on the achievement Lorraine O’Brien, chief executive said,
‘We have worked hard to put customers at the centre of everything we do and have seen dramatic improvements to our customer service performance. I am delighted that Stevenage Homes has been recognised with this prestigious award.’

Cllr Ann Webb, housing portfolio holder at Stevenage Borough Council added,
‘The council’s tenants and leaseholders are clearly receiving an excellent service. I am very proud of Stevenage Homes’ achievement.