Residents have given us the big ‘thumbs up’
Over the past two years we have been externally audited by independent assessors, Quality Housing Services (QHS), which has involved resident surveys and ‘mystery shopping’ tests to grade our services. We have been praised for our customer service excellence and been awarded ‘certification level’ in two service areas, and ‘enhanced certification’ in the remaining eight areas for customer service excellence.
The QHS assessment means so much to us, not just because it’s national recognition, but because it’s a true reflection of what our residents think of us.
It goes without saying that this is an unprecedented achievement by Muir and one that has involved a significant amount of hard work. My sincere thanks go out to all staff directly involved in the process and all staff who deliver a fantastic service to our customers every day.
This certainly is one for every member of staff to be proud of, and a clear indication that we are great at what we do – providing excellent services that are truly local to the residents in our communities.
The award sets our standards at a high level – but we are not complacent, and have committed to continuously look at ways of improving our customer services even further in the future.
This will ensure that Muir Group remains at the heart of delivering a high quality local service to all of our neighbourhoods.
I would also like to mention in this news update that the Tenant Services Authority (TSA) have recently been in touch with me with various updates about their National Conversation and the second phase of their assessments.
The TSA’s Chief Executive has praised associations such as ourselves for the Local Conversations we held in conjunction with their National Conversation tenants conference. From the wealth of feedback the TSA received from the National and Local Conversations they have prepared a discussion paper that outlines their early thinking around the standards framework. The second phase to the TSA’s assessment was launched on Tuesday 9 June. They have published the results of what tenants and landlords told them during the first phase and the discussion paper on the future standards framework for all social housing providers.
This second phase of the National Conversation will remain open until 1st September and anyone can download a copy of this paper from the National Conversation website (www.nationalconversation.co.uk) from 9 June.
We all have a chance to comment on this paper, so please take a look at it, and either pass your comments directly onto the TSA, or get in touch with us so we can pass them on for you. Likewise, if you have any comments you would like to bring up directly with me, then please feel free as always to get in touch with me.
We will always endeavour to put all the latest news from the TSA on our own website, but if you would like us to send you information as opposed to printing it or reading it from our site or the TSA’s, just get in touch and we’d be happy to post to you.
Best wishes
John
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