Mears First to the Line for Customer Service Excellence Accreditation
Published by Holly George for Mears Group PLC in Housing
Graham Eden (Mears), Nick Hann (Mears), Rt Hon Grant Shapps MP (Minister of State for Housing and Planning), Ray Blundell (Mears)
The repair and maintenance arm of the Mears Group has become the first private sector contractor in the housing industry to win the highly credited government Customer Service Excellence standard. The accreditation covers all 71 repair and maintenance branches for the group in the UK and sees Mears joining a large group of public sector organisations in the UK to hold the accreditation.
The standard assesses the quality of customer service across organisations and shines the spotlight on customer engagement, quality of core service delivery, communication, access to the service and continuous improvement.
Alan Long, Executive Director said:-
“The CSE Accreditation is a great achievement for Mears, and it demonstrates the customer centric culture that exists throughout our business. A substantial number of social housing providers have achieved this standard, and we are very proud that we are the first contractor to meet the criteria and win the accreditation. The accreditation supports partnership working for those organisations that carry the standard, allowing them to work towards the same service ethos, and we feel that this will benefit social housing tenants in the future”.
Gary Swarbrooke, Director of Policy and Quality Assurance, G4S Assessment Services commented;
"We are delighted to certify Mears group - Repairs and Maintenance - to
the prestigious Customer Service Excellence Standard. The award recognises
the work of the team who maintain, repair and upgrade the homes of hundreds
of thousands of people in their community. It shows they have driven
customer service standards throughout the whole organisation, including
employees working on the front line all the way through to the Senior
Management team. Mears should be extremely proud of their achievement, and
in the knowledge that they are delivering true excellence."
The accreditation will be reassessed each year to guide continuous improvement.