Trafford Housing Trust

THT achieves Compliance Plus for Customer Service Excellence

12 June 2016

Customer service excellence logoTrafford Housing Trust is celebrating after being recognised for its commitment to supporting its tenants and local community for the third year running. The Trust has once again been awarded the Compliance Plus certificate for Customer Service Excellence (CSE), a nationally recognised standard designed to drive customer focused change.

The Trust has retained the certificate since it was initially awarded in 2014, and the second annual follow up assessment last month confirmed the Trust is continuing to meet the required standards.

Achieving the certificate is a testament to the quality of delivery, timeliness, information, professionalism and staff attitude in the provision of services to tenants and reflects that the Trust understands its customers’ needs and how best to deliver the services and provisions they require.

The CSE representative met with and shadowed Trust team members, as well as meeting with stakeholders and customers. The Trust’s speed in responding to customer issues and its use of partnerships with other organisations to improve its offering to customers were praised. 

Upon the awarding of the certificate, the assessor Michael Lynch praised the Trust’s “warm welcome and hospitality” and commented “there was no doubt that the Trust puts the customer at the heart of everything that it does or that it has a culture of continuous improvement.”

Mike Corfield, Assistant Director (Customers) at Trafford Housing Trust said: “We are proud of our dedication to delivering exceptional customer service and the commitment of our staff in resolving customer issues. We are also proud of the work we do to take on feedback and improve things.  It’s fantastic that we have again been given the assurance from the external assessor that we are doing a great job and I would like to thank all staff for all of their hard work in keeping customer service at the heart of what we do.”



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