Last week, Sutton Housing Partnership (SHP) won the 'Using Standards to Support Change' category at the 2021 Assessment Services Awards.
Recognising an organisation that has used one or more 'Standards', the award was presented to SHP for our growth in customer satisfaction ratings since adopting the Customer Service Excellence Standard in 2019.
Since the implementation of the standard there has been a 32% rise in customer satisfaction for dealing with complaints since 2019/20 and an over 20% increase in tenant satisfaction with the service provided by Independent Living.
The judges remarked that: “SHP used the Customer Service Excellence Standard and its assessment process to gain honest feedback on their customer service offer from staff, customers and other stakeholders.
Their resulting change journey has included a range of developments, including a review of policies, learning from external best practices, and engaging with a wide range of key stakeholders to get their input on the need for change and ensure they are on board and engaged.
The outcomes of change are having a positive impact on customer satisfaction, resulting in, for example, fewer customer complaints”
The judges also praised SHPs staff award and peer-to-peer recognition scheme - the HOME Awards - in helping staff to embrace the organisation's corporate values and support change throughout the organisation.
High Performing – Continuously learning and improving
One Team – Work together to be the best
Make it Happen – Responsible for positive change
Excellent Customer Service – Putting customers at the heart of what we do.
Steve Tucker, Managing Director of Sutton Housing Partnership said: "It is fantastic to be recognised for the work we have done since implementing the new standard 18 months ago. In spite of the pandemic, we have maintained our commitment to deliver a better offer for our residents and with the recent extension of our repairs service, we will continue to improve and provide the reliable and responsive services that residents need."