ng homes retains Customer Service Excellence (CSE) accreditation

A recent review has found that ng homes continues to meet the Customer Service Excellence (CSE) Standard.

The Association was 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 tenants and other customers. The Assessor was keen to learn about partnership working with other local organisations and how this collaborative approach is making a positive difference to tenants and residents in North Glasgow.

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.

Customer Service Excellence

The Customer Service Excellence 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. Customer Service Excellence was developed to offer companies and organisations a practical tool for driving customer-focused change. The foundation of this tool is the Customer Service Excellence Standard which tests in great depth those areas that research has indicated are a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.