Prioritising customers and putting them at the heart of service delivery has resulted in Kingdom Housing Association achieving Customer Service Excellence Accreditation.
The prestigious award comes just one year after a centralised Customer Service Team was established at the Fife-based association.
Assessed across 57 elements of the Customer Service Excellence (CSE) standard, 5 key areas were assessed 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 and 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 & stakeholders. This will remain our focus as we build on this recognition of excellence.“
The Kingdom Group Tenant & Customer Participation Strategy, which describes how customers can influence and shape the housing and related services Kingdom provides, and the fact that 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.”