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This National Customer Service Week (7 – 11 Oct), Cross Keys Homes (CKH) is celebrating what’s been a great year for customer service at the leading regional housing association.
This summer, CKH bagged a prestigious ‘Servicemark’ accreditation from the Institute of Customer Service, something that only a handful of housing associations in the UK can boast. The accreditation recognises the organisation’s deep-rooted commitment to making a difference in local communities by taking a ‘customer first’ approach.
In support of this customer-focused thinking, the organisation also recently introduced a new way of collecting feedback from customers after they get in touch, making it easier for customers to share real-time comments on their experience. As a result, CKH have received thousands of pieces of feedback over the last six months which is helping them to take decisions about the future of the business.
Claire Higgins, Chief Executive of Cross Keys Homes, said: “It’s fantastic to hear from so many of our customers on a daily basis about the quality of the service they’ve received. What’s even better is that so many of them are over the moon with the way we’ve handled their enquiries! Personally, I’m deeply interested in the areas where we could do better as it is a key part of our commitment to continually improve the services we offer – a commitment which has been clear in all we’ve achieved in the last 12 months.”
As part of their ever-expanding offer, CKH started the year with the opening of a brand new health and wellbeing facility in Welland, Peterborough, where residents can access specialist support and counselling through a successful partnership with Insight Healthcare. 2019, also marked the first anniversary of CKH’s high street presence, Customer Central. The one-stop shop has proven popular with prospective and existing customers who now have another choice about how to access the services and support they need. And more recently CKH launched a brand new mobile friendly website, making it easier for customers to access their service at the touch of a couple of buttons, 24/7.