Local housing provider St Leger Homes of Doncaster is celebrating news that they have secured reaccreditation from the Government for Customer Service Excellence to the public.
Customer satisfaction remains at the heart of St Leger Homes’ work. The organisation’s last Survey of Tenants and Residents (STAR survey) also showed 91.8% of tenants are satisfied with the overall level of service offered.
The Customer Service Excellence scheme has a rolling programme of assessments over a three year cycle – and St Leger Homes have continued to improve with a further element being assessed in the highest category.
This means of the 57 elements which make up the standard, St Leger have 31 of them assessed as in the highest category ‘Compliance Plus’.
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 our performance continues to improve. 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 rest on our laurels though, as we always want to improve our service to our tenants and go the extra mile where we can. If you ever need help, 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.
“The provision of information is excellent, with a vibrant and colourful website and regular distribution of the attractive HouseProud magazine.
“St Leger Homes is notable for being fully compliant in all aspects of the Standard, with an impressive total of 31 Compliance Plus elements, including one new one this year for element 2.1.3. The Assessor is very pleased to recommend that St Leger Homes continues to be accredited to the CSE Standard.”