CityWest Homes' partnership with Pinnacle achieves national customer service excellence award

CityWest Homes, working in partnership with Pinnacle, has this month been awarded the Cabinet Office’s Customer Services Excellence standard. This is one of the first partnerships of its kind to gain this nationally-recognised benchmarking award.

CityWest Homes is a three star excellent housing organisation managing Westminster City Council's 22,000 homes. Pinnacle provides housing and facilities management services for Bayswater and Churchill Gardens, Westminster’s largest housing estate.

Mark Hoyland, CityWest Homes Chief Executive, said: “This is a great accomplishment and we are delighted that residents living in Bayswater and Churchill Gardens receive such excellent customer service. We look forward to continue to work with the Pinnacle team to further develop and enhance the facilities and services we offer our residents.

Simon Messenger, Pinnacle’s Contract Manager in Westminster, said: “We are thrilled with this achievement. This award is testament to how effective our close working partnership with CityWest Homes has been – together, we’ve been able to deliver excellent services to local people.”

The report highlighted that one of the key criteria for awarding Pinnacle and CityWest Homes with the Cabinet Office’s Customer Services Excellence standard was the level of proactiveness staff have to provide a high quality service for residents.

A great example of partnership working was the highly successful Hallfield Estate fun day event last October. Several hundred residents attended the event, which was hosted by Pinnacle and CityWest Homes.

The Cabinet Office’s Customer Services Excellence standard is valid for three years subject to ongoing monitoring.