Customer Service Excellence accreditation is a nationally recognised benchmark of quality, achieved by SBHA following a rigorous independent assessment against 57 criteria across five key areas: customer insight, organisational culture, information and access, delivery, and timeliness and quality of service.

SBHA’s strong customer-focused culture was highlighted as a key strength, attaining the highest-level rating of ‘Compliance Plus’ in the elements of using customer insights for service improvement and prioritising customer focus throughout the organisation.

Maria Lyle, SBHA’s chief operating officer, said: “We are proud to have achieved this accreditation which is testament to the hard work and dedication of our entire team to provide high standards of service to customers.

“Customer Service Excellence is about more than meeting standards - it’s about embedding a culture of continual improvement and ensuring that tenants and customers feel valued and supported. At SBHA, we are strongly committed to putting tenants at the heart of everything we do and do so by listening to tenants, acting on their feedback, and embedding these insights into the core of our services. We are thrilled to receive this recognition and will continue to build on this success to enhance our services further.”