Customer service excellence standard
East Durham Homes achieved the Customer Service Excellence Standard (CSE) in October 2010. They are one in only a small handful of housing organisations in the North East to have gained this standard, which recognises excellence in customer service from organisations in the public sector.
CSE is an award from the Cabinet Office and it replaced Charter Marks in the summer of 2008. To achieve CSE, teams and services must go through an external assessment process. They must prove to the assessor that they meet or exceed requirements of 57 separate elements. These elements cover different aspects of customer service including Customer Insight, The Culture of the Organisation, Information and Access, Delivery, and Timeliness and Quality of Service.
Achievement of the CSE Standard recognises that East Durham Homes provides consistent provision of quality services. They demonstrated to an external assessor that they have a genuine understanding of the needs of their customers and local communities and that their service delivery is tailored to meet customer’s needs.
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