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The Customer Service Excellence (CSE) Standard is recognised across the UK and it lies at the heart of an overarching strategy to provide public services for all customers which are efficient, effective, excellent, equitable and empowering. It is aligned with the five key drivers of customer satisfaction: delivery, timeliness, information, professionalism, and staff attitude.
The Association has held the CSE accreditation for many years and the 2023 annual review took place on Tuesday 21 November. This year’s review was held remotely with the Assessor conducting a review of the Association’s approach to customer service to assess whether the organisation continues to meet the requirements of the CSE Standard.
Previous reviews have been very positive, with the Association found to have a clear focus on developing and delivering services that meet the needs and expectations of its customers across the organisation.
The Assessor met staff, customers, and partner organisations to hear about the customer focused work being delivered by the Association’s staff teams and, in turn, how this was supporting our tenants and other customers. The Assessor was keen to learn about our partnership working with other local organisations and how this collaborative approach is making a positive difference to tenants and residents in North Glasgow.
During the review, the Assessor had the opportunity to speak with tenants who provided outstanding examples of support and high levels of service. The Assessor was impressed by the staff's dedication to the tenants and other customers and the innovative ways they have demonstrated this commitment, especially during these challenging times.
The Customer Service Excellence Assessment conducted on 21 November 2023 found that ng homes continue to meet the requirements of the Customer Service Excellence standard. Di Smith, Assessor for Centre for Assessment (CfA) said “Customer service is not something ng homes see as an add on, their passion and care for their customers and community is palpable and embedded in their culture. They have a strong commitment to deliver ‘More than housing’ and live up to their vision of ‘A community where people can flourish and prosper’.”
You can read the Customer Service Excellence 2023 report now.
