Derwent Living has secured a second Compliance Plus rating after its new website impressed assessors at a recent accreditation visit. The Compliance Plus rating, part of the customer service excellence assessment framework, is awarded for outstanding achievements and exceptional service.
The website, which launched in July, was designed and developed in-house and uses specially developed technology to interface in real-time with the organisation’s housing management system. Other parts of the implementation focussed on creating an integrated home finder and application system, online community area and customer account portal.
The assessment team, which review the organisation’s approach to key customer service themes, praised the technical achievements of the website and the engagement work undertaken with customers and staff throughout the development.
Steve Atkin, marketing and digital media manager who led the implementation said: “It’s great to have secured the Compliance Plus accreditation for the work carried out on the new site. We’ve been developing technology for nearly two years to make it happen, so it’s great to see it being recognised in our assessment.
“We’ve done lots of consultation work with customers at each stage to make sure the site works for everyone. Using this feedback to influence the direction of the development means visitors can interact with us digitally more quickly and effectively than before.”
Derwent Living’s in-house mediation service, which was first awarded Compliance Plus in 2016, also retained its plus status. 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.
Mitch Allseybrook, customer engagement manager said: “Our mediation team is going from strength-to-strength, and our housing management teams are using the service for early intervention in neighbour disputes before they escalate into something more serious.
“Developing initiatives like the mediation service wouldn’t be possible without our involved customers who give their time to help others.”
Derwent Living has also retained its full customer service excellence accreditation for another year following the visit.
You can find out more about joining the mediation team here and how mediation can help resolve disputes here.