We are celebrating news that we have secured reaccreditation from the Government for Customer Service Excellence to the public – the eighth year in a row we have maintained this standard.
Customer satisfaction remains at the heart of St Leger Homes’ work. The organisation’s last Survey of Tenants and Residents (STAR survey) also showed 91% of tenants are satisfied with the overall level of service offered – amongst the best in the country, compared to other housing companies.
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 30 of them assessed as in the highest category ‘Compliance Plus’ – the remaining 27 elements being ‘Compliant’.
Paul Tanney, Chief Executive of St Leger Homes, said:
“It’s great news that we have secured our reaccreditation for Customer Service Excellence and that all elements are considered either ‘Compliant’ or ‘Compliance Plus’.
“We continue to put customer service at the centre of what we do, and we are delighted that this is recognised through the independent assessments undertaken by this government accreditation and through our customer satisfaction surveys.
“We won’t be complacent though, as we always want to improve our service to our tenants and go the extra mile where we can. If any of our customers need help or advice, please do talk to our Customer Care Team on 01302 862862 or e-mail CustomerCare@stlegerhomes.co.uk and we’ll do our very best to give you the excellent service you deserve.”
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. Consultation is clearly central to service improvement. There is a clear understanding of the needs of a range of customer groups which has resulted in some good examples of improvements in service delivery and significantly fewer complaints over the last few years.
“Staff are very committed, helpful, supportive, knowledgeable, positive, approachable and hard working. Both the Customer Access Strategy and the Customer Involvement Strategy were prepared in consultation with tenants, giving a detailed analysis of access channel usage and customer involvement, laying the foundations for developing the direction of service delivery. The impressive Social Audit is an annual self-evaluation, which shows the positive effect of the business in and around Doncaster.
“Following the introduction of Universal Credit, St Leger Homes has recently restructured to form a dedicated Tenancy Sustainability Team, to help tenants who are struggling to pay their rents. Initial evidence shows that this is having a positive impact. The provision of information is excellent, with a vibrant and colourful website and regular distribution of the attractive HouseProud magazine.
“St Leger Homes is to be congratulated for maintaining accreditation to the Customer Service Excellence Standard for eight 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 30 Compliance Plus elements. The Assessor is very pleased to recommend that St Leger Homes continues to be accredited to the CSE Standard.”