Customer Service Award
We're delighted that for the eighth year running, we’ve retained our Customer Service Excellence award.
The Centre for Assessment looked at five key areas including our customer insight, the culture of our organisation, information and access, delivery and timeliness and the quality of our services.
The last year presented challenges like none of us have seen before, that required us to adapt and think differently about how we could provide the standard of service to our customers that they deserve.
Catherine Davies, Senior Assessment Project Coordinator said: “The last 12 months have been a challenging time – more so than usual. However, mhs homes have proved they are determined to continue to provide a quality service to all their customers. Being adaptable, flexible and innovative, they have not only continued the service but have been keen to identify specific customer needs brought on by the pandemic.”
“Customers confirmed how keen mhs have been to assist in different ways than normal. For example, using partners to provide needed food parcels, making regular phone calls to vulnerable customers ensuring their wellbeing and reaching out to hard to reach groups more intently ensuring their safety and comfort.” She continued.
We strive to put our customers and the quality of their lives at the heart of what we do.
When the pandemic began and the first lockdown took effect in March last year, our Customer Team quickly noticed what it could mean for our customers.
Many of our older and vulnerable customers were faced with loneliness and had a greater need to shield themselves than others. Initiated by Customer Team Leader Lisa Gilbert last year, we set out on a scheme to call these customers to make sure they were ok.
Some needed help with their shopping, some with their medication, and some were just happy to have someone to talk to.
“I was so surprised to get the call. A nice young lady asked me if I was ok and said that the call was because I was of a vulnerable age and asked if I needed anybody to get my shopping. She also said I could phone up even if I wanted to talk to someone. How very lovely, what a nice girl, and what a great surprise.” Said one of our customers, June.
June was one of over 900 vulnerable customers we reached through this scheme. Providing this level of care and attention to the customers that need it has been aided by our digital transformation journey.
For example we’ve been trialling ResponsEye, a live video streaming service which enables us to support customers with repairs and inspections, without having to set foot in their homes.
By introducing innovative tools like ResponsEye, we’ve been able to work more efficiently and provide extra support like we did for June.
Assistant Director of Customer Services Andrew Bircher said: "We're delighted about to be awarded Customer Service Excellence. This is an externally accredited scheme which looks at 57 criteria and our performance against them. We met all the criteria and had 4 areas where we are compliance plus which is where we can demonstrate exceptional performance. A lot of hard work went into getting the accreditation, but that should not mask the hard work that we do every single day across the organisation to deliver customer service excellence to our customers. Thank you Team".
A huge well done to everyone across the company for their efforts in providing customer service we can be proud of.