New Charter achieves national standard in customer service

14 August 2014

Housing group New Charter has been awarded the national ServiceMark standard, recognising its commitment to customer service.

The award involves a six month assessment by the Institute of Customer Service which measures the views and experiences of customers and staff. It also compares an organisation’s services against other high-performing companies.

All of New Charter’s front line services were scrutinised, including the customer contact centre, complaints policies and resident involvement in the business and neighbourhood services.

New Charter was commended for training employees to help vulnerable tenants deal with the increasing pressures of welfare reform like the ‘Bedroom Tax’ and other financial difficulties.

Chris Amyes, Executive Director of People at New Charter said: “We’re passionate about delivering a great customer experience and we put a lot of work into listening to feedback to help improve the way we work.

“It’s a privilege to be recognised in this way and it’s a real testament to the hard work and dedication of all our people.”

Jo Causon, Chief Executive of Institute of Customer Service added: “ServiceMark is increasingly recognised as the standard for customer service excellence.

“Over 100 organisations have completed or are working towards ServiceMark. It enables organisations to benchmark themselves against best practice, gain a better insight into their customers’ needs and develop strategies to meet them.”