River Clyde Homes wins Customer Excellence prize at CIH awards



River Clyde Homes has won the Customer Excellence Award at the annual CIH Scotland Excellence Awards in Glasgow.

Joe Deegan (second left) with Sandra McLeod, executive director of customer experience at River Clyde Homes, (third left)

The service provided by the team has become the envy of housing associations across Scotland. Since its introduction, the team has become the trusted face of the RCH Group, with a skills and knowledge base that is second-to-none.

The fact that it acted on customer feedback and developed a team with an extensive local knowledge that is prepared to go above and beyond to deliver a rounded service.

Demand failure over calls being answered has decreased significantly and customers really appreciate the opportunity to call in with enquiries and to make payments at any time of the night or day.

Customer Experience is fully accredited by HouseMark Scotland for the way it handles complaints and since last year, the team has also monitored our CCTV system which has already resulted in over 300 significant incidents being logged.

Joe Deegan, who manages the team, said: “The Excellence in Customer Services award is a real achievement for the team. The aim has always been to keep customers and communities safe. Everything we have achieved has been shaped by listening to customer feedback and designing a service that meets the changing needs of our customers and the organisation. We are very proud to have achieved this award and we will continue to evolve our services into an increasing multi-channel offering using quality insight to drive change.”

Congratulations were also extended to the Financial Wellbeing Team who received a ‘Highly Commended’ accolade for their work in promoting social inclusion in Inverclyde.

The team has been instrumental in achieving our success in rent arrears performance over the past 12 months. Even in the face of Universal Credit, River Clyde Homes has been able to reduce gross rent arrears by almost 2% in the past year.

Jillian Moffat, chair of the River Clyde Homes board, added: “These awards are amongst the most respected in the country and clearly indicate the step-change that River Clyde Homes has made in recent years to improve services for customers and to provide additional help and assistance when it’s needed most. I know that the 24/7 one-stop service is greatly appreciated by our customers.”



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