Herefordshire Housing's service is one of the best in the country

Herefordshire Housing has been recognised as one of the top Housing Associations for its excellent customer service. Only 36 Housing Associations in the country have received a certificate from Quality Housing Services (QHS) for providing excellent customer service and Herefordshire Housing is proud to be one of these.

The housing association, which achieved certification at the very first attempt, was tested on a number of areas including complaint handling, reception areas, information and documentation, estate management, equality and diversity and the report highlighted five areas of outstanding work including, telephone accessibility, dealing with people seeking housing, maintenance, rent collection and customer involvement.

Quality Housing Services (QHS) carry out independent assessments of housing associations' services, focusing on customer experiences rather than processes. They telephoned over 1,000 tenants, visited offices, interviewed colleagues, and used a range of techniques to test customers’ experience of the service they receive. This inspection is the most comprehensive, statistically reliable and independent test of housing service delivery in the country.

“I'm determined that we will deliver the best services possible to our customers. We are very proud to have achieved this certification for delivering a quality service but this is only one step in meeting customers’ expectations - there's much more we need to do.” Paula Kennedy, Director of Customer Services.