Customer Service Excellence Award

CBHA continues to give excellent customer service – it’s official!
 
CBHA has again been recognised for the high quality of our customer service. We have this month been awarded the Government’s Customer Service Excellence standard for the second year running in the annual ‘health check’.

This standard replaces the old Charter Mark which CBHA has held for several years.
 
After his visit to CBHA, assessor Geoff Pritchard reported that CBHA had ‘a deep understanding and a commitment to customer service excellence. The commitment was found from senior management levels through to operational and front line staff’.

In his report, he said:

• CBHA and its staff demonstrated an impressive commitment to provide constantly improving customer-focused services despite changes in the past 12 months

• there was an excellent website and the personalised My CBHA facility was popular and praised by its users.

• CBHA was making good progress through the scrutiny programme to involve tenants in the monitoring of performance and service quality. This would be of major importance when the current arrangements of external monitoring by national organisations such as the Audit Commission were no longer in place.

• CBHA’s participation in the London Ambassadors for Excellence scheme was a good example of the culture of the organisation to deliver the best quality services.

There were no areas of non-compliance or partial compliance with the standard.

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