GCH maintains Top Customer Service Excellence Standard

Gloucester City Homes (GCH) has recently maintained the Government’s nationally recognised Customer Service Excellence Standard.

In April, all of its services were reviewed against 57 national service standards ranging from tenant engagement, customer satisfaction, staff professionalism and attitude, tenants service and outcomes.   Not only did GCH maintain all of the standards but achieved one further compliance plus (over and above the CSE standard), taking GCH’s total to 40 compliance pluses demonstrating the highest customer service standards possible.

Ken Smith the Customer Service Excellence Inspector said:  “Since first being accredited to the Standard in January 2009 GCH has demonstrated that it is committed to continuous improvement by putting customers first.

This remarkably high number of elements rated as Compliance Plus reflects the continued understanding of, and engagement with, stakeholders coupled with high overall performance. The application was well prepared and contained new evidence for each of the nineteen elements formally reviewed. This evidence, and the views of customers and staff spoken to during the visit, confirmed that GCH continues to fully comply with all 57 Elements of the Standard. Re-certification to the Standard is fully justified and well deserved.”

Tim Dare, Chair of the Board commented: “I am delighted that yet again our continued commitment to providing our customers with outstanding services has been recognised by the Customer Service Excellence team. Gaining an additional compliance plus demonstrates that customers are our priority and shows our absolute commitment to providing high quality services to them.”

Maggie Day, GCH Board Member and Westgate tenant stated:”GCH does some great work on the estates and daily in tenants homes so this award is the icing on the cake. As a Board member and as an active tenant in Westgate, I see how much work goes into continually improving tenant’s services and investment in our homes and it is not easy. Thank you to all the staff who are out there every day in our communities”

Ashley Green, Chief Executive added “The inspection involved talking to a number of our tenants who gave their feedback openly and honestly. Providing excellent services in such a challenging environment is not easy, we don’t always get it right, but in the main we do through a brilliant team of dedicated staff who are there for our tenants 24/7”

He went on to say: “We have around 4,300 tenants living in our homes and last year we held 141,600 conversations with them in some form or another, from managing the smaller issues like a leaky tap to dealing with highly complex social issues like hoarding, mental health and tackling high level drug crime and ASB issues”