Radius Housing awarded Customer Service Excellence quality mark
Press Release - 10th October 2019
Radius Housing has been awarded an enhanced Customer Service Excellence quality mark. This is the seventh year that the Customer Service Excellence quality mark has been achieved by the housing association, and this year includes two additional Compliance Plus elements - the highest level of marks - for Tenant Engagement and Employee Recognition.
Radius Housing is a leading social enterprise, which provides housing, care and support to over 33,000 homes, and manages 13,000 properties across Northern Ireland. Radius also provides supported housing with 24 hour care for frail and elderly people, people with dementia and those with learning difficulties; in addition it provides 14,000 day care placements.
The Customer Service Excellence quality mark is an independently validated programme which highlights the level of customer service achieved by an organisation. To achieve the Customer Service Excellence quality mark an organisation must demonstrate high standards of work across a number of criteria, which look at how the organisation prioritises their customers and the level of service which they are able to deliver. This year Radius additional Compliance Plus elements, highlighting the very highest level of customer service being delivered by the organisation. This included an increased accreditation in two areas, Tenant Engagement and Employee Recognition
The announcement of the new accreditation comes during National Customer Service Week, which has also seen the social housing provider launch a new Customer Charter. The charter, which was developed in consultation with tenants from right across Northern Ireland, will be used by all Radius staff and customers, and sets out the level of professionalism and high standards that will be expected of any interaction.
John McLean, Chief Executive of Radius Housing said “At Radius we manage more than 13,000 homes across Northern Ireland as well as providing care and support services for 33,000 people, so we know how important it is to provide a first class service for our customers. We are delighted that we have once again been accredited with a Customer Service Excellence award, and we are particularly proud of achieving new Compliance Plus marks for tenant engagement and employee recognition, two areas which we have worked to improve in the last year.
“With the range of services we offer, staff at Radius engage with people on a daily basis, and it can often be in difficult circumstances. Our aim is to always provide the best service, and to ensure that everything we do is carried out promptly and professionally. It is important that our tenants and customers know what to expect, and what is expected of them, which is why we have developed the Radius Customer Charter. We have worked with our tenant champions to develop this charter, so it fully reflects the importance of the interactions they will have with our staff, and we know that this charter will only improve the customer service we deliver.”
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