St Leger Homes of Doncaster

Customer Service Excellence Accreditation Secured For Tenth Year


We have secured reaccreditation from the Government for Customer Service Excellence to the public – for the tenth 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, we have increased to having 31 of them assessed as in the highest category ‘Compliance Plus’ – with the remaining 26 elements being ‘Compliant’.

Paul Tanney, Chief Executive of St Leger Homes, said:

“We are delighted that we have secured our reaccreditation for Customer Service Excellence for ten years in a row. 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 that have been undertaken by the government assessor.

“This year we have increased the amount of elements in the highest category, ‘Compliance Plus’ – and all other elements remain ‘Compliant’. This is a great achievement and we want to say a big thank you to all our staff who have maintained the Customer Service Excellence standard for a decade, making a real difference for all our customers across Doncaster.

“We love going the extra mile and will aim to constantly improve this service for our customers – here’s to the next ten 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. 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. A particular recent challenge, which has been handled very well, has been dealing with those affected by flooding in the Bentley and Fishlake areas.

“Significant improvements over the last year include the commencement of implementation of The One Project (TOP) new IT system which will provide a new Tenant Portal, and the creation of a new Customer Access Team, based at Shaw Lane, dealing with first point of contact enquiries.

“The impressive Social Statement is an annual self-evaluation, which shows the positive effect of the business in and around Doncaster. Following the introduction of Universal Credit, the Tenancy Sustainability Team continues to provide excellent support to tenants who are struggling to pay their rents. In 2018-2019, 929 tenants were supported, with £308,035 of financial gains for tenants.

“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 ten 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 31 Compliance Plus elements.

“The Assessor is very pleased to recommend that St Leger Homes continues to be accredited to the CSE Standard.”

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