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City West pushes the boundaries of excellence

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City West pushes the boundaries of excellence


Published by Bobbie H for City West Housing Trust in Housing and also in Care and Support, Communities

City West Housing Trust has been recognised for going over and above high standards of customer service after retaining its Customer Service Excellence (CSE) accreditation.


The housing association, which owns and manages 14,600 homes in Salford, achieved 10 Compliance Plus ratings after it was adjudged to have gone beyond the national standard for customer service.

Tim Doyle, Chief Executive of City West, said: “We’re incredibly proud to have once again been honoured and recognised for the outstanding levels of customer service that we deliver across the organisation.

“We are always striving to push the boundaries of excellence. Achieving this standard for the third consecutive year is testament to the commitment and passion that City West staff demonstrate in their roles, always going beyond the call of duty.”

Gary Jarvis, Certification Manager at the Centre for Assessment, said: “Customer Service Excellence is all about achieving a standard that aims to put in place processes which constantly put the customer at the core of what an organisation does, showing an in-depth understanding of customers and continually improving.

“City West has proven this and beyond, with their incredible ten compliance pluses. We have enjoyed working with them since 2011 and look forward to their future successes.”

The CSE assessment process included the assessor meeting with staff, partners and customers to measure how well the landlord delivers customer service.

City West was praised for excelling in areas including tackling anti-social behaviour, delivering a wide variety of community projects and using customer feedback to improve services.

The landlord’s Change Your Choices initiative, which offers a week-long course designed to help young people aged 10 to 16 who are in danger of becoming involved in criminal and nuisance behaviour, was singled out as an area of best practice. 


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