Customer Service Excellence recognised 

Leading the way in customer service

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17 July 2022

River Clyde Homes, the Inverclyde based housing association, has been awarded the accolade of being fully compliant in Customer Services Excellence (CSE). 

After a rigorous three-day assessment River Clyde Homes is ‘fully compliant’ in all 57 elements of the CSE standard. 

This marks a huge achievement for a first application by River Clyde Homes 

The assessment highlights that 15 of the 57 elements have been recognised as ‘Compliance Plus’ and six key strengths were noted: 

  • Having a collaborative approach with partners enables efficiency and a close working together.  
  • Regular communication with the teams and partners ensures quality of service  
  • Putting the customer at the heart of the service is a key element of their success  
  • Strong leadership from the senior management team creates a positive staff attitude  
  • Staff confirmed they are empowered in their roles  
  • Real sense of a positive environment for staff to work in was observed on all visits made.

Sandra McLeod, Executive Director of Customer Services said: “This is quite an achievement and one I am very proud of. It was a massive team effort with staff involved from across RCH and my thanks go to them all. This is a key milestone in our Corporate Plan. A Compliance Plus recognition is only awarded when an organisation goes above and beyond the requirements of one element of the CSE standard. Achieving one is a great achievement but to achieve 15 demonstrates our commitment to providing excellent service for our customers.” 

She added: “We often don’t take enough time to reflect on the progress we have made over the years or the challenges of the last couple during the pandemic. This external recognition validates the significant changes and efforts we have made in delivering excellent customer services.”