Hastoe Awarded National Customer Service Accreditationn

Hastoe awarded ServiceMark Accreditation from the Institute of Customer Service.

Hastoe Housing Association has been awarded ‘ServiceMark’ accreditation from The Institute of Customer Service.

ServiceMark is a national customer service standard, recognising an organisation's achievement in customer service, and its commitment to upholding those standards.

The accreditation comes after a rigorous formal assessment, with the high quality of service being confirmed through required results in staff and customer surveys. A ServiceMark assessor spent three days at Hastoe’s offices, speaking to staff, reviewing action plans and observing the delivery of services.

The accreditation lasts for three years, until April 2021, when Hastoe will be re-assessed to ensure high customer service standards are being maintained.

Sue Chalkley, Hastoe Chief Executive, said:

“I am delighted Hastoe has been awarded ServiceMark accreditation. It’s been a long journey getting to this point and a big thanks to all staff for making this happen.”

“Getting ServiceMark is only the start. We now have to work through the Action Plan to ensure we maintain our high standards and make progress in the areas identified for improvement.”

Jo Causon, CEO of The Institute of Customer Service said:

“Consumer priorities are changing, with one in four customers now prepared to pay more for better quality service. At the same time, more customers are experiencing problems and against this backdrop, Hastoe Housing Association is clearly one that understands how a sustained focus on their customers’ experience can make a real difference to their ability to deliver.”

“By acting on the insights gained from customer and employee feedback as part of the ServiceMark accreditation, Hastoe remains in a strong position to offer customers what they want, when they want and how they want it.”

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