Customer Service Excellence (Re-assessed and re-accredited 2018)
The customer service excellence accreditation tests in great depth those areas that research has indicated are a priority for customers, with a particular focus on delivery, timeliness, information, professionalism and staff attitude. There is also emphasis placed on developing customer insight, understanding the user’s experience and robust measurement of service satisfaction.This standard lasts for three years, but each year we get re-checked to ensure that we are improving.
Customer Service Excellence Compliance Plus (2018)
Derwent Living's website was awarded Compliance Plus following the 2018 re-accreditation visit. The site was designed and developed in-house and uses specially developed technology to interface in real-time with the organisation’s housing management system. The assessment team praised the technical achievements of the website and the engagement work undertaken with customers and staff throughout the development.
Derwent Living’s in-house mediation service, which was first awarded Compliance Plus in 2016, also retained its plus status in 2018. The project works with trained customer and colleague volunteers and is one of a growing number of joint initiatives that solve issues and improve the customer experience.
TPAS Central Region Awards winner – excellence in tenant engagement (March 2017)
Derwent Living won the excellence in tenant engagement award for successfully delivering an effective in-house mediation service for its customers. Derwent Living’s mediation team is made up of seven staff and eight resident mediators, who volunteer their own time to help create positive outcomes for neighbours who find themselves at odds with one another.
Customer Scrutiny & Inspection Awards - Most inspiring designated panel – Complaints (2015)
Derwent Living's independent complaints panel (which includes customers from Derwent Living and Tuntum Housing) won the 'most inspiring designated panel' aware for their work helping customers and Derwent Living use effective joint working to resolve customer complaints.
Customer Scrutiny & Inspection Awards - Most inspiring Scrutiny Panel – Traditional Housing Association (2015)
Derwent Living's resident scrutiny team is a skilled and dedicated group of residents who analyse and monitor our services. The team won the award for the quality of their work and their ability to influence service delivery at Derwent Living.
TPAS Central Region Awards winner – excellence in digital engagement (March 2014)
Derwent Living won the excellence in digital engagement award for its breadth of innovative digital involvement options. These include its secure interactive site MY Derwent Living (now the community section of this site), an App for smartphones and tablets, a fully mobile optimised website and effective use of social media. MY Derwent Living and the app enabled customers to manage their accounts and tenancies, and get involved at times and in ways that suit them.
Forum for the Built Environment (fbe) Derbyshire Scheme & Team Award (Awarded October 2012)
Derwent Living won the fbe’s Derbyshire Scheme and Team Award for its Vicarage Road eco-development. The fbe is a leading networking organisation for the property, development and construction industries.The awards are designed to reward the whole team behind schemes which fit the ethos of the fbe.
Derwent Living worked with a number of construction partners on the Vicarage Road scheme including BSP consulting, WT Partnership, Lindum Construction and Franklin Ellis Architects.