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Housing Executive retains customer service excellence standard

Published: Tue, 1 Jul 2014
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Pictured from left are NIHE's Comghal McQuillan, Area Manager Mags lightbody, Acting Chief Executive & Colm McDaid, Chief Officer SCNI
Customer Service Excellence Award 2014
We have again been accredited with the Customer Service Excellence standard following external assessment.
Mags Lightbody, Housing Executive Chief Executive explained, “With nearly 350,000 customers visiting our offices for landlord services we want to ensure we deliver excellent customer services. We have held the Customer Service Excellence standard from 2008 and use this external assessment to continually improve our service.
“We are delighted our offices have again been accredited with the customer service excellence standard. The feedback from the assessment is valuable and helps us to further improve our services.
”We will not be resting on our laurels. This year we have started a business improvement programme which aims to improve the quality of service, our performance and achieve greater value for money for customers and citizens. We want to constantly and consistently ensure we provide customers, communities and partners with want they want and need, exceeding their expectations now and in the future.”
Congratulating the Housing Executive, Colm McDaid, Chief Officer of Supporting Communities Northern Ireland (SCNI) said, “On behalf of SCNI and the Housing Community Network, I wish to extend congratulations to the Housing Executive on achieving this Customer Service Excellence Accreditation.  The Housing Executive provides an excellent service to the tenants and communities it serves and this is reflected in the commitment of its staff across all levels within the organisation.
“ Through the Housing Community Network, tenants have the opportunity to participate at a local, Area and Central level in improving the services delivered to them, including through recently formed Area Scrutiny Panels as well as the Central Housing Forum.”
Reporting on the achievement, the Assessor for the Customer Service Excellence standard said, “This has again been an excellent assessment…….there were again many examples of where the Housing Executive, and especially Landlord Services, goes beyond what may be considered by some as its normal remit. ”
The Assessor also commented that he was hugely impressed by the dedication and commitment of staff.
“I spoke to a great number of people over the course of the 5 day assessment.  There was general agreement from partners and tenants that your staff and your procedures are working extremely hard to alleviate existing problems being faced by tenants and others.”