Continuing our customer excellence journey!

Neil Bergin-Faragher, Group Customer Experience at Progress Housing Group.

We recently underwent a Customer Excellence Assessment, and I’m pleased to say it went very well! Our Customer Excellence Assessor Hugh carried out a 24-month “surveillance visit”. It gave us an opportunity as a Group to reflect on our customer service across all of our business streams and identify any areas where we may have demonstrated continuous improvement in the last year.

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The Customer Service Excellence Accreditation consists of 52 criteria, under five different headings, those being:

·???????? Customer insight

·???????? Culture of organisation

·???????? Information and access

·???????? Delivery

·???????? Timeliness and quality of service

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This visit highlighted some of the exceptional work our colleagues are delivering across the Group. Our involved tenants have frequently told us that we don’t “shout” enough about the exceptionally progressive work we do, which is having a positive impact on people’s lives.

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Positive feedback

So what did our assessor Hugh think of the great examples of customer-focused activities we have been delivering over the last 12 months? Well, the feedback was positive and extremely complimentary!

Our work in partnership with Runshaw College and DFN Project SEARCH, supporting young people with a learning disability and young autistic people into internships and apprenticeships, was singled out for particular praise. As was our continued involvement and engagement activities with our tenants and customers, enabling them to have a voice in how we deliver services. Hugh spoke highly of our culture, citing strong and visible leadership with clear visions and values.

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It was particularly pleasing to be awarded Compliance Plus this time, too. In other words, we go over and above the required standard for accreditation, for both the “Information & Access” and “Delivery” criteria. The variety of information and services available to customers was also highlighted, too. It was clear that our assessor Hugh’s conversations with some of our involved tenants supported the Compliance Plus award, as they talked to him about how they feel their views on our services are valued. It was also great to hear for myself during the visit how our tenants felt that colleagues delivered services professionally, whilst remaining friendly and positive.

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During the visit, colleagues talked to Hugh about a wide range of activities, such as the work of the Tenancy Sustainability Team, the Better-Quality Services project within our supported living subsidiary RWP, and our refreshed approach to handling customer feedback and driving a positive complaint handling culture.

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What happens next?

Next year, we undergo a full assessment to retain our accreditation. It will give us a chance to showcase how our new customer service style framework has been embedded, as well as other activities such as our response to the Big Conversation with our Independent Living tenants and the work and impact of our new Tenant Committees.

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To find out more about Progress Housing Group and our services visit www.progressgroup.org.uk

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