KINGDOM Housing Association is celebrating after achieving Customer Service Excellence (CSE) accreditation.
The award comes a year after a centralised customer service team was established by the Fife-based organisation.
Assessed across 57 elements of the CSE standard, five key areas were examined including customer insight, the culture of the organisation, information and access, delivery, and timeliness and quality of service.
Susan McDonald, executive director of operations at Kingdom has responsibility for customer service. She said, “We are absolutely delighted to have been awarded the CSE accreditation. This reflects the hard work not just from our core customer service team but across the organisation to deliver a high standard of service for all our external and internal customers as well as potential new customers and our partners and stakeholders. This will remain our focus as we build on this recognition of excellence.”
Kingdom explained that its tenant & customer participation strategy, which describes how customers can help to shape the housing and related services Kingdom provides, and the fact the organisation actively recruits against its core values, emphasising the customer experience, were ‘particularly highly rated’ during the assessment process.
Kingdom group chief executive Tom Barclay added, “Attaining Customer Service Excellence accreditation is a fantastic achievement. It is a widely recognised standard and demonstrates the dedication everyone at Kingdom puts into making sure our customers are the focus of everything we do.
“Our work goes beyond the provision of affordable housing and we support our customers and our communities with a range of services that help them tackle challenges such as the cost of living crisis. Equality, opportunity and community are important to us and therefore being recognised for our commitment to our customers is something I’m very proud of.”
