Customer Service Excellence Award

We’re delighted to be able to confirm that after a year of intense work we have succeeded in making the transition from Charter Mark holders to Customer Service Excellence Standard holders!

The new Standard required us to achieve a minimum 80% pass rate with a maximum of 11 partial non-compliances allowed across five new criteria:

• Customer insight - understanding and encouraging a diverse customer base
• The culture of the organisation - leadership and policy
  Information access - providing a range of information and access options that our customers understand and value
• Delivery - setting targets, monitoring and addressing problems, improving targets to meet local and national expectations
• Timeliness and quality of service - setting standards and meeting them, keeping customers informed and publishing our standards widely

After a packed programme of reviews over 2 days, our assessor confirmed that we had passed with only 3 partial non- compliances. There were sighs of relief all round as well as whoops of joy!

The Board’s thanks must go to the staff, tenants and our partners who all played their part over the two days to show Arawak Walton’s many special qualities when it comes to excellent customer service.

Now all we have to do is keep up the good work to pass the annual assessments!

Read what the Government says about Customer Service Exellence,