Local housing provider St Leger Homes have announced they have secured reaccreditation from the Government for Customer Service Excellence to the public – for the eleventh consecutive year!
The Customer Service Excellence scheme has a rolling programme of assessments over a three year cycle – with a third of the elements being assessed and reviewed each year.
Out of the 57 elements which make up the standard, St Leger Homes have increased to having 32 of them assessed as in the highest category ‘Compliance Plus’ – with the remaining 25 elements being ‘Compliant’.
Dave Richmond, Chief Executive of St Leger Homes, said:
“We are delighted that we have secured our reaccreditation for Customer Service Excellence for eleven years in a row. Ensuring customers remain at the heart of everything we do is important to us, and we are delighted that this is recognised through the independent assessments that have been undertaken by the government assessor.
“This year we have once again increased the amount of elements in the highest category, ‘Compliance Plus’ – and all other elements remain ‘Compliant’. This is a great achievement, particularly given the challenges faced throughout the ongoing coronavirus pandemic, where services have often had to be delivered in different ways.
“We want to say a big thank you to all our staff who have continued to go the extra mile for local residents and communities across Doncaster throughout these challenging times. We always want to make a positive difference and play a key role in improving lives and opportunities for local people alongside our partners. We won’t be complacent though and will be continuing to listen to the voices of our customers as we aim to make further improvements in the future.”
Ros Jones, Mayor of Doncaster, said:
“This award shows the commitment of St Leger Homes to provide high quality services for our residents. To gain this accreditation for eleventh successive year is a real achievement.
“We are determined to provide quality council homes that meet the needs and wants of Doncaster residents and at the same time offer them great customer service.”
Cllr Glyn Jones, Deputy Mayor and Cabinet Member for Housing and Equalities, said:
“Our record for providing quality council homes and equally good customer care is second to none. The accreditation received by St Leger Homes is testament to our dedication to raising housing standards and service right across the borough. The work of St Leger Homes is an important part of our new Housing Strategy and delivery plan which will see us build over 500 more council homes over the next five years.”
The Customer Service Excellence Assessor said:
“St Leger Homes is a customer focused organisation, providing excellent customer service, with a high level of customer satisfaction. The new Chief Executive appointed in September 2020 is committed to ensuring tenants’ views and needs remain at the heart of service delivery.
“Throughout the pandemic, despite the move to home working by most staff, the emphasis has been on striving to deliver all the usual services to the customer, as permitted by government guidelines, with the same customer service standards, but sometimes in a different way or taking a little longer than usual.
“Staff have risen to the challenge admirably – they are very committed, helpful, supportive, knowledgeable, positive, approachable and hard working. The Covid Survey in June 2020 found that 82.48% of customers were happy with the level of service during the first lockdown period. From 8th June 2020, St Leger Homes resumed all core services including non-urgent repairs, essential home visits and bidding for properties through Doncaster HomeChoice, with all work undertaken in accordance with the social distancing guidance.
“The One Project (TOP), set up to implement the new housing management IT system, is progressing well, with its origins back in 2017, when over 200 members of staff were involved in process redesign sessions, looking at 'lean' improvements to their service areas. By combining different IT systems into one, staff work more effectively, reducing the time spent looking at different systems, in many cases providing 'one view' of the customer. The Customer Access Team is well established.
“St Leger Homes is to be congratulated for maintaining accreditation to the Customer Service Excellence Standard for eleven years, which is an excellent achievement. St Leger Homes is notable for being fully compliant in all aspects of the Standard, with an impressive total of 32 Compliance Plus elements, including a new one this year for the wide range of engagement strategies. The Assessor is very pleased to recommend that St Leger Homes continues to be accredited to the CSE Standard.”