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Riverside has become one of the first housing associations to be granted the Customer Service Excellence Standard (CSES) by the Cabinet Office.
The CSES, which replaces the Charter Mark, measures the delivery, timeliness, information, professionalism and staff attitude around customer service.
Ian Lightfoot, Quality and Performance Service Improvement Manager at Riverside, said: “We are thrilled to have been awarded the Customer Service Excellence Standard on our first application. Not only are we are one of the few organisations to have passed as a whole rather than on a department or divisional basis but we were also awarded the standard with a 100% pass rate with no partial compliances.”
In terms of strengths the inspector said:
• Riverside has employees with a passion for providing
customer service;
• Riverside has a consistent approach which is an achievement
for a large organization;
• Riverside uses data to make a difference to customer service
and has a corporate commitment to put customers at the centre of
what it does.
Ian added: “The Customer Service Excellence Standard
follows hot on the heels of our success at the Housing Excellence
Awards where we not only picked up the Customer Service Award but
were also crowned Social Landlord of the Year for the second
consecutive year.”
