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:
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.
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:
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:
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.
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:
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.
If you are not satisfied with the resolution or how we have dealt with your complaint, please make a formal complaint in writing to firstname.lastname@example.org.
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.
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 email@example.com.
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.
Paul Goffin, Director of Estates, is head of department and can be contacted on email at firstname.lastname@example.org.
Alternatively contact Barbara Wright, Executive Assistant to the Director of Estates, on +44(0)1865 278755.