Shoreline customers at the heart of service

Published by Shoreline for Shoreline Housing Partnership in Housing and also in Communities

Shoreline Housing Partnership puts customers first and now has the award to prove it, after achieving the government’s Customer Service Excellence (CSE) standard.

The standard tests delivery, timeliness, information, professionalism and employee attitude and whether organisations are developing customer insight, understanding customers’ experience and measuring levels of service satisfaction.

The assessor was particularly impressed by the knowledge, professionalism and attitude of the housing provider’s customer contact centre who answer tenant calls and by the excellent service and atmosphere in the Extra Care facility at Stratford House sheltered scheme.

Working relationships with partner organisations were also praised.

During the assessment, the CSE assessor looked at documentary evidence, conducted a two-day site visit and interviewed Shoreline employees, residents and partner agencies.

Shoreline business improvement manager Leigh Collingwood said: “Achievement of the standard recognises the hard work and dedication of all our employees and is something we are proud of.

“There are clearly areas where we need to improve and the assessment body’s final report will be used to inform our future improvement plans.”

In praising Shoreline, the final report said: ”There is a strong corporate commitment to putting the customer at the heart of service delivery.”