Cloch Housing Association attains Compliance Plus in Customer Service Excellence



After achieving the Customer Service Excellence Award last year, Cloch Housing Association has passed its first annual review and attained Compliance Plus awards for three different aspects of the business; culture, complaints and communication.

Compliance plus is a way an organisation can demonstrate that they have surpassed the requirements of an element of the CSE Standard and Cloch has achieved recognition for the way they handle cultural aspects of business, complaints and communication.

In terms of culture, Cloch has experienced significant improvements in the last year as they have adopted a growth mindset throughout various aspects of their business.

As part of this, Cloch’s leadership team and senior staff went through the ILM (Institute of Leadership and Management) Level 5 training in late 2018 which in turn led to a change of philosophy and approach to how they manage processes and people. Cloch also achieved Investors in Young People in 2018 and they have embraced working with schools and young people through placements and Modern Apprentices.

Regarding complaints, the compliance plus was achieved due to Cloch’s policy to record all levels of dissatisfaction ranging from comments on surveys and other simple issues, to more serious or unresolved stage 2 complaints. These complaints are then monitored at monthly meetings of senior staff to ensure that where the service is lacking, it can be improved and if required, staff training can be given.

In communication, the third compliance plus was awarded due to Cloch’s approach in ensuring access to information using the Web Portal for those customers who wish to access services digitally, as well as the one-stop-shop of customer connectors who can be accessed in the office, by phone and on social media. The portal gives round the clock access to most of the core services and our customer connectors can now handle most queries without passing them on to other teams.

Director at Cloch, Paul McVey, said: “Since gaining the CSE award last year, everyone has worked really hard at keeping the standards high and always looking at introducing either new initiatives or new approaches to how we deliver our services. The award of Compliance Plus for some of these areas is payback to the staff who put in a lot of effort to ensure that we keep on top of our game.”



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