The assessor's report highlights how we're using the CSE standard to 'continuously improve our customer experience' and recognised an increase in Compliance Plus ratings, which have risen from 33 to 38.
Compliance Plus ratings show areas where we're delivering above the expected standard for customer service.
The report says: "As a long-standing holder of this Standard, CSE has been used to improve the quality of customer service. This is an excellent achievement."
We have once again been judged to exceed expectations in areas including dealing with problems effectively, delivering a timely and quality service, measuring customer satisfaction and monitoring standards and performance targets.
New Compliance Plus ratings were also awarded for:
- consulting and involving customers
- having strategies that reflect the needs of different customer groups
- benchmarking performance
- identifying customer needs at first contact
- keeping customers informed when enquiries cannot be resolved at first contact.
Serena Heathcote, chief customer officer at Thirteen said: "The feedback we've received from the CSE team reflects the hard work and dedication of colleagues across Thirteen who go above and beyond for our customers every single day.
"We want to be the most trusted housing association, with happy customers, and great customer service lies at the heart of that ambition.
"The assessor commented on how we are using the CSE standard to drive continuous improvements, rather than simply maintain accreditation. We're particularly proud of this feedback.
"Thirteen colleagues are committed to involving, listening to and engaging with our customers. Putting customers at the heart of our decision-making is a key part of how we improve our services, so it's fantastic to see this reflected throughout the report."
The assessment included a review of documentary evidence, interviews with colleague groups, senior leaders and board members, as well as visits to offices and services across the organisation.
Key quotes from the report
"Thirteen performs well compared with similar organisations. This is because effort is made to ensure tenants have a ‘voice’ and are listened to. Their needs and preferences are understood."
"It is a real strength that Thirteen has developed understanding of all customer groups especially those who are hard to reach/or disadvantaged. It is a challenge for staff and managers but it is their mission to support key groups within the community."
"To complement high national standards in housing provision, there is excellent work showing how local standards can be applied to reflect the expectations of the community."