GCH (Gloucester City Homes) has been formally examined against the Government’s testing ‘Customer Service Excellence’ Standard, and was assessed as having a very high rating and being examples of national best practice.
The standard, which tests 57 elements of customer service over a 3 year rolling programme, places the citizen always and everywhere at the heart of service provision, and was developed as a practical tool for driving customer-focused change within organisations.
In his closing report the assessor stated “since first being accredited to the Standard in January 2009, GCH has consistently demonstrated a culture of customer service and has shown that it is committed to continuously improve and deliver excellent housing services by putting customers first. There has been a year-on-year increase in the number of Elements rated as Compliance Plus from ten in 2009 to thirty nine in 2016. This remarkably high number of Elements rated as Compliance Plus reflects the continued understanding of, and engagement with stakeholders coupled with high overall performance in comparison with similar organisations.”
GCH Director of Housing and Communities Anita Pope adds: “I am delighted that our continued commitment to providing our customers with outstanding services has been recognised again by the Customer Service Excellence Award. Our customers are our priority at all times and this shows our absolute commitment and passion for providing high quality services.”