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Success as Derwent Living achieves CSE compliance plus

Created on Friday, November 25th, 2016
by Kathryn Shaw

Derwent Living is celebrating success after being awarded Customer Service Excellence (CSE) accreditation for the sixth year in a row and the CSE ‘compliance plus’ award for the first time.

L to R: Staff mediator Katie Williamson, Maxine Swords and resident involvement manager Mitchell Allseybrook

L to R: Staff mediator Katie Williamson, Maxine Swords and resident involvement manager Mitchell Allseybrook. Picture by: Shawn Ryan

The accreditation, awarded by the Government, is presented only to companies that have met strict customer service criteria and is an independent universal benchmark for best practice in customer service. For the first time, Derwent Living has also been awarded the CSE ‘compliance plus’ accreditation, in recognition of its innovative and exceptional delivery of neighbourhood mediation services.

Maxine Swords, customer service manager at Derwent Living said: “Our mediation service is making a big difference to the community. It’s a very effective and straightforward way to resolve disputes between neighbours, particularly common issues such as noise disturbance, and problems with pets or parking disputes.”

Derwent Living’s mediation team is made up of a mix of customer volunteers and staff members and the service has proven so successful that the company has begun offering it to other housing associations.

As part of the CSE accreditation process, Derwent Living was marked on professionalism, staff attitudes, customer insight and organisational culture as well as access, delivery and quality of services provided.

Maxine added: “I’m so proud of everyone at Derwent Living – we’ve successfully achieved the accreditation every year since first applying in 2010 and will continue to develop on this success for years to come.

“Customers are at the heart of everything we do and we are over the moon to have had our hard work and dedication to excellent service recognised. Our number one priority is to ensure our residents live happy lives in their homes and we pride ourselves on high levels of resident engagement and involvement.”

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