We’re excited to announce the results of our recent Customer Service Excellence (CSE) assessment.
At the start of November 2025, we were audited against the CSE standard, a national quality mark in the UK designed to help organisations put the customer at the heart of their service delivery.
We’re proud to report that not only were we judged as fully compliant with all 55-areas included in the standard, but we’ve achieved 15 compliance plus awards. These are awarded where a particular strength is demonstrated, or innovation has been recognised.
Of these fifteen awards, four were for customer insight, highlighting our continued commitment to putting the voices of our customers at the heart of what we do.
Throughout the feedback, a “clear focus on customer service” was identified, from our core values to more recent developments such as our Five-Year Plan.
In their summary, the assessor noted:
“It was very clear that the Trust continues to meet the requirements of the CSE standard… From the very start of the assessment process, staff have shown a great commitment to the principles of CSE and to developing and delivering services that really are customer focussed... Each member of staff who was involved showed huge amounts of passion, enthusiasm and motivation – and a genuine care for the customers they serve. It was an absolute pleasure spending time with them”.
- CSE Assessor
Other strengths highlighted included customer engagement, our commitment to our REACH values and our detailed monitoring and reporting processes.
Reacting to the results, our chief executive, John Bowker, said:
“This is a truly fantastic result for us and a testament to the hard work of our staff in putting our customers first... This result would not have been possible without involvement of our customers. Their willingness to get involved and share their views have been instrumental to us building services that reflect what matters to them".
- John Bowker
The assessor’s report also provided us with areas for development, which represent fantastic opportunities to continue improving our services.
Whilst this report gives us an opportunity to reflect on our progress, we’re continuing to look ahead at how we can keep improving.
By working with our many customer groups, such as the Tenant Scrutiny Panel and Customer Voice Panel, we’re involving our tenants at every level of our decision making. This collaboration is vital to our continued success in creating services that work for our customers, creating homes and communities that can thrive.
