Clyde Valley Housing Association celebrates Customer Service Excellence

Clyde Valley Housing Association has once again been accredited for achieving the Customer Services Excellence (CSE) Standard following its annual assessment.

CVHA has achieved 2 extra categories awarded as ‘compliance plus’ for staff professionalism and attitude. The first area for recognition is for everyone being polite and friendly and ‘going the extra mile’ in understanding customers’ needs.

The second area for recognition is for how everyone in CVHA values the contribution that staff make to delivering customer focused services and everyone demonstrates these behaviours.  

Margo McGeoch, Repairs Coordinator, “It was a great feeling being acknowledged and recognised by our Assessor that we all go above and beyond in our daily routine at work, for all of our customers”.

Lynn Wassell, CVHA’s Chief Executive said: “I am extremely proud of our team who live by their commitment every day to put customers at the heart of everything we do. This recognition is special because it’s endorsed by our customers.”       

CVHA has maintained compliance across 67 areas of assessment for a number of years. The main categories for assessment are customer insight, the culture of the organisation, information and access, delivery and timeliness and quality of service.  CVHA has also maintained five other ‘compliant plus’ awards, demonstrating particular strengths in its use of customer insight to drive priorities, its customer focused culture and leadership, the range of information it makes available to customers, its use of benchmarking and approach to complaints.

Picture caption: CVHA chief executive, Lynn Wassell, presenting the Tenancy Sustainment Team with a Star Award at a recent conference.