Celebrating Customer Service Excellence success

Great news – we have received full certification for Customer Service Excellence following a full assessment.

Customer Service Excellence is a national quality mark that recognises organisations that have a truly customer -focussed culture.

The assessment involved meetings with staff, partners and customers and looked at customer insight, culture of the organisation, information and access, delivery and timeliness and quality of service.

Key strengths identified during the assessment include:

• Strong leadership
• Staff are encouraged and empowered to focus on providing a quality service to all customers.
• Partners give clear examples of working alongside Adra in providing a quality service to customers they connect with.
• Determination to continually develop the service
• Customers remain at the heart of the service offered
• Positive approach to developing staff

We received 11 ‘Compliance Plus’ ratings. These are awarded to recognise organisations that go the ‘extra mile’. They were awarded for the introduction of our hardship fund; staff training in relation to mental health awareness; social value; Your Voice; Academi Adra; investing in our existing stock; Tŷ Peblig; partnerships formed with Nuaire and Saint Gobain; our charity work; new builds and benchmarking performance against other RSLs.

Catrin Thomas, our Head of Customer Services said: “We’re delighted at the findings as it reflects all the good work going on right across the business to improve services to our customers.   Thank you for all the great work that you are doing.

“We are looking at the feedback provided in the official report to see what else we can do to improve experiences for our customers, using the technology available to us and looking at how we communicate and engage with our tenants”.