KINGDOM Housing Association has announced it has retained its Customer Service Excellence (CSE) accreditation following an annual review.
The report praised Kingdom’s customer insight and engagement, strong staff culture, and the way digital systems are supporting easier access and communication for customers and colleagues.
The assessor noted evidence of how customer views are shaping services, with recent work on rent reviews and void management highlighted as good practice. Staff culture was also commended, with 98% of colleagues saying they feel empowered to make decisions. The involvement of staff in surveys and service design work was described as a particular strength.
Kingdom added that its ‘omni-channel approach’ to communication is making it easier for customers and staff to track interactions and get ‘quick, consistent’ responses.
The centralised complaints team was again awarded Compliance Plus for using customer feedback to drive improvements.
Ric Barnett, Kingdom’s customer resolution manager, said, “Delivering an exceptional customer experience is one of our key strategic objectives, and this result reflects the hard work and commitment of colleagues right across Kingdom. We’re proud to have retained our accreditation and pleased to see our approach to digital access, customer insight, and complaints handling recognised so strongly. It’s clear that our customers are shaping the way we work, and we’ll keep listening, learning, and improving.”
Dan Blake, group director of communities, added, “Our Customer Service Excellence accreditation is an important external benchmark for the high standards we aim for every day. Colleagues across the Kingdom Group work together as One Kingdom to provide great customer experiences. This recognition is a great endorsement of the culture we’re building and the direction we’re heading.”
