The Glasgow-based tenancy deposit scheme holds deposits on behalf of landlords and agents in line with government regulations designed to ensure responsible leasing.

The Customer Service Excellence Standard recognises organisations that focus on consumers’ individual needs, while providing the highest levels of customer service.

SafeDeposits Scotland was awarded the coveted accolade following a thorough assessment involving analysis of customer insight, the culture of the organisation, and overall quality of service.

The not-for-profit tenancy deposit scheme displayed several key achievements to secure the accreditation. This included displaying an in-depth understanding of the characteristics of both current and potential customer groups, strong interaction within wider communities and demonstrating the support provided, and continually meeting set standards for timeliness and quality of customer service.

Mike Smith, operations manager at SafeDeposits Scotland, said: “We always put our landlords, letting agents and tenants at the heart of our service and advocate for our customers on a daily basis.

“We know that all parties have a lot to deal with in the rental process, particularly at the beginning and end of a tenancy. This is why we provide tools and guidance for customers to make the leasing process as positive as possible for all parties involved.”

During lockdown, SafeDeposits Scotland adapted and adjusted to ensure everyone could easily access its services while following government advice to stay at home. Between April 1 and June 30 alone, the team answered more than 6,000 customers calls and handled more than 5,000 emails. The scheme also introduced webinars for landlords and tenants to ensure relevant information could still be accessed during lockdown.

Mr Smith added: “We’ve encountered some truly unique challenges over the past few months, so being accredited for our customer service as we emerge from the pandemic, is extra special. We’ve learned to adjust our services to meet consumer demand, and will continue working to provide all the support needed as we emerge from lockdown.”