Customer seal of approval for Homes for Haringey

Monday 18 January 2010

Homes for Haringey has been awarded the Government’s Customer Service Excellence Standard following a three day on-site inspection in December. The Standard, which replaces the former Chartermark, reflects Homes for Haringey’s demonstrable commitment to customer involvement, communicating with residents and excellence in staff interaction with customers.

The assessor was impressed with the commitment to customer involvement and empowerment across the business, with our communications to residents, and with the way our staff handle interactions with customers. He also commended our work on customer insight and customer journey mapping, which he identified as “compliance plus”. He also found a ‘deep understanding and commitment to Customer Service Excellence’ from Senior Management levels through to operation and front line staff.

Homes for Haringey is responsible for providing services to about 21,000 homes in the borough. It now joins a small group of mainly three star housing organisations who also have the standard.

Paul Bridge, Homes for Haringey’s Chief Executive, said: “CSE sets a very high standard and our customer care has been assessed against challenging criteria. This award, judged independently, demonstrates that we put a lot of effort into providing great services. Homes for Haringey is fully committed to retaining and providing high quality services to local residents; this award coupled with our recent Wow award, showcase this.”

The organisation will hold the award for three years with an annual review to ensure standards are still being met.

The Cabinet Office maintains the Customer Service Excellence standard which is designed to operate on three distinct levels: As a driver of continuous improvement, as a skills development tool and as an independent validation of achievement.

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