Hanover celebrates regaining prestigious Cabinet Office award
Published by Rob Ghosh for Hanover Housing Group in Housing
Hanover Housing Association has retained its prestigious Customer Service Excellence (CSE) accreditation.
Hanover was commended for its insight and in depth understanding of its customer group’s needs and preferences as well as its corporate commitment to putting customers at the heart of service delivery.
Kevan Forde, Head of Service Improvement for Hanover, said:
“This is strong independent evidence of our delivering great customer service to our residents. “
The standard tests in great depth the areas of customer service that evidence shows are of most importance to customers. Hanover achieved full compliance in all areas, demonstrating real improvements since accreditation three years ago.
On awarding the standard, the Assessor commented that Hanover has an excellent understanding of the needs of older people.
As part of the rigorous assessment, Hanover demonstrated a strong commitment to engagement with residents and the ways that resident feedback has influenced the development of policy and practice.
Resident Council Member Janet Mizzen said: “Since moving to Hanover I have had a number of opportunities to help inform the decision-making process.”
“Recently I was invited to join the catering contract procurement team to ensure that the views of residents could be put forward during the re-tender of Hanover’s national extra care catering contract”.