Merthyr Housing achieves the Customer Service Excellence Standard

Following a full assessment process in January / February 2023, we are delighted to confirm that Merthyr Housing is re-accredited as meeting the Customer Services Excellence (CSE) Standard.

The Customer Service Excellence quality mark aims to make a tangible difference to service users by encouraging organisations to focus on their individual needs and preferences.

We understand that getting the customer experience right is crucial to our success. The CSE standard assesses those areas that are a priority for customers, including delivery of service, timeliness, information, professionalism and staff attitude. In particular, we have worked to develop customer insight, to understand our user’s experience and to ensure a robust measurement of service satisfaction.

An extract from our assessment report states, “Partners indicate that MTHA have ‘never failed on any promises’. They describe MTHA staff as engaged (in their community) and caring – providing a wide range of support to tenants e.g. support with the cost of living (through the provision of helpful information and access to emergency funding). MTHA also proactively provided their most vulnerable tenants with warmth packs during the cold spell in December 2022”.

This accreditation helps us to improve our services to you.

CSE offers us a practical tool for driving customer-focused change. It allows us to self-assess our capability, in relation to customer focused service delivery, and we can use this to address any areas and methods for improvement. It also acts as a skills development tool where our staff can develop new skills in the area of customer focus and engagement, to ensure we continuously improve our services and, this is an independent validation of achievement to give our customers assurance on our service of delivery.

The certification is held for three years, with annual reviews.