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Cross Keys Homes’ (CKH) drive for excellent customer service has been rewarded by being shortlisted in the prestigious Institute of Customer Service awards.
The leading housing association has fought of stiff competition from national and global companies to be named as finalists in the Customer Satisfaction Innovation of the Year category. CKH has been recognised for its new high street presence in Peterborough – Customer Central – which is delivering a new kind of customer service to current and new customers of its housing and care services.
Customer Central combines the high standards of advice, support and services that CKH customers and tenants expect, along with opening up its commercial services – care and LifeLine – to potential new customers. The facility is located exactly where its customers can access it easily – in the heart of the city – and provides the support and real personal touch so often missing in an increasingly digital age, but so valued by its customers.
Claire Higgins, Chief Executive of CKH, said of the company’s success: “Opening Customer Central was a big step for us: we knew that is the best way to deliver the outstanding customer service we are known for, while opening up new commercial opportunities for us. It is so fantastic to receive this recognition that we are getting it right for our customers within the first year of Customer Central being open.
“The team are there to support tenants to get online and access our own digital platforms including our MyCKH portal. Plus they can offer advice and support at a time when many are facing increasing pressure due to welfare reform and Universal Credit.
“But more than that, the team can open new opportunities for people. For example, opportunities for first time buyers to get on the housing ladder with our shared ownership homes. Plus, our care team are based at Customer Central, and on hand to advise on our full range of independent living solutions, from LifeLine to our community care service and extra care housing. And this, of course, enables us to maximise our commercial opportunities, and in turn invest more in our communities.”
Customer Central is located on Bridge Street, Peterborough, and is open from 8.30am – 5.30pm Monday to Saturday, except on Thursdays, when it is open to 7pm.