"Top class quality service" wins Charter Mark - 11/02/02
Staff at Thames Valley Housing Association celebrated when their motivation and commitment was praised by an external assessor. The association has won the prestigious Charter Mark, and received particular commendation for the service provided to residents over the phone through the Customer Service Centre.
The association manages over 6,000 homes for rent and shared ownership across over 30 local authority areas in the Thames Valley region and won the Charter Mark award after a visit by an external assessor. He spent a full day at the organisation and praised the good team spirit of the highly motivated, committed and cheerful staff. He added, They work hard to provide a top class quality service.
There was particular praise for the Customer Service Centre, which the assessor said had enhanced customer service and satisfaction. He made his assessment after listening in to calls and questioning the residents who called, to find out about their experience of Thames Valley Housing. Thames Valley Housing was one of the first associations to transfer to a central customer service centre, with most residents contacting the association by phone, ensuring that the same quality of service is given to all residents in an area ranging from Oxfordshire to Earls Court.
The Charter Mark is awarded on 10 criteria:
1. Set standards
2. Be open and provide full information
3. Consult and involve
4. Encourage access and the promotion of choice
5. Treat all fairly
6. Put things right when they go wrong
7. Use resources effectively
8. Innovate and improve
9. Work with other providers
10. Provide user satisfaction
Winners, including Thames Valley Housing, will be presented with their award at a ceremony in Central London on February 26th.
For more information about Charter Mark, visit www.chartermark.gov.uk
Further Information
Miranda Oakley
Marketing & PR Manager
020 8607 0622
miranda_oakley@tvha.co.uk
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