Customer Service

Customer Service Excellence logo

Customer Service Excellence Logo

In 2018 we were proud to achieve Customer Service Excellence (CSE) accreditation under this externally assessed, government-led, national scheme. All of our services now undergo an annual review process to ensure that we:

  • strive to meet our commitment to providing the best possible service to our customers across the University
  • set clear standards so customers know what to expect from Estates Services
  • identify improvements and measure how well we deliver them

Above all, we aim to demonstrate our individual and corporate commitment to a customer service ethos – understanding and listening to our customers’ needs and delivering on our promises. If at any time, you don’t feel we’re doing this, we really want to hear from you. Please visit our feedback page to find out how to get in touch.

Paul Goffin
Director of Estates


Customer Service Excellence (CSE) is an externally assessed, government-led, national accreditation scheme. 
The CSE standard has five sections, each with several elements that require evidence of our compliance:

  • Insight – demonstrating our understanding of the needs of departments and divisions, adapting our services accordingly and measuring satisfaction
  • Culture – supporting a culture of service delivery, performance management, training and development, and staff engagement, reward and recognition 
  • Information – the right information delivered in the right way, reviewing and improving our information, working in partnership with others to deliver our services
  • Delivery – setting standards, monitoring performance, addressing complaints and improving as a result
  • Timeliness and quality – the timeliness of our responses and the overall quality of our service provision 

You can find more details about the scheme by visiting the CSE website – see the link on the right-hand side of the page.


We need to hear from our customers so that we make sure our services meet their needs.  

Please tell us:

  • when we fall short of the standards you expect
  • if you have any suggestions for improving our service
  • when we have provided good or excellent service

How to give us your feedback

Please contact the relevant team or Rob Markham, Deputy Head of Business Administration. You can find contact details in the link on the right-hand side of the page.

All improvement actions made as a result of feedback received will be shown in our performance report – available soon on these pages.


How to make a complaint

If you are dissatisfied with our service, we ask you to follow our complaints procedure so that we can make sure we respond quickly and efficiently:

Stage 1 – Informal

In the first instance please contact the team who delivered the service using the details on our contacts page. A member of the team will work with you to find a satisfactory resolution.

We aim to resolve your complaint within five working days.

Stage 2 - Formal

If you are not satisfied with the resolution or how we have dealt with your complaint, please make a formal complaint in writing to

We will acknowledge your complaint within two working days. A member of our senior staff will investigate and respond to you directly, detailing any remedial action. We will confirm that you are satisfied with the resolution of your complaint before we close the matter.

We aim to respond provide a satisfactory resolution to all formal complaints within 10 working days.

Stage 3 – Director of Estates

If you are still dissatisfied with how we have dealt with your complaint or our proposed resolution, you can escalate your complaint to the Director of Estates by emailing Barbara Wright, Executive Assistant at

The Director of Estates will investigate further and respond to you within 20 working days with a revised resolution or an explanation of our position if we feel we cannot uphold your complaint.

Give us your feedback or make a complaint


Contact us

Paul Goffin, Director of Estates, is head of department and can be contacted on email at

Alternatively contact Barbara Wright, Executive Assistant to the Director of Estates, on +44(0)1865 278755.