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Liverpool Housing Trust (LHT) recently underwent its annual inspection visit to ensure it still meets the Customer Service Excellence (CSE) standard set by the Cabinet Office.
LHT, part of the Vicinity Group, was one of the first organisations in the UK to achieve this standard early in 2008. This visit more than twelve months on, shows LHT has retained and strengthened its approach to continuous improvement and that its customers are central to LHT’s work.
To date the organisation is one of only nine social landlords in the country to obtain this standard which is official recognition that LHT has the highest standards of customer service embedded in its culture.
This standard rewards organisations that deliver services based on a genuine understanding of the needs of their customers and communities. The assessment criteria consist of 57 elements grouped under:
• Customer insight
• Culture of the organisation
• Information and access
• Delivery
• Timeliness and quality of service
Together with reviewing documents to show compliance, the assessor spoke to staff, residents and partner organisations before making the final decision.
As testimony to the importance of the CSE standard, The Prime Minister sent his congratulations to LHT and commented: “LHT’s achievement demonstrates that they have recognised the importance of developing an in-depth understanding of their customers’ needs. Consultation and customer insight is vitally important if we are to continue to make the improvements we all want to see in public services.”
Sue Westwater, LHT Divisional Director – Planning & Strategy said: “This accreditation has given staff a real sense of pride and achievement and expresses our commitment to customers and continuous improvement”.
Hugh Keachie from the Centre for Assessment stated: “The key to the success of LHT is their determination to provide a quality service through being focused on the customer. On speaking to staff, customers and partners, all were keen to give examples of LHT’s customer focus and of them being keen to encourage all to be part of the progress”.
