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Muir Group Housing Association has once again been recognised for going the extra mile to meet and surpass the expectations of residents. 

The Association has achieved the Customer Service Excellence (CSE) government standard for the fifth year running following a rigorous assessment of its services across the whole of the business. 

To achieve the standard Muir Group Housing Association was assessed by the Centre for Assessment Ltd, who met with residents in Huntingdon, Cambridgeshire. Residents spoke very highly about Muir and said that staff are extremely supportive, friendly and always prepared to help them.  

The assessors also conducted interviews with staff, contractors and partners, visited the offices and judged Muir against a list of criteria, including service delivery, the culture of the organisation, and access to services, and quality of services. 

"Listening to what residents need and ensuring we do everything in our power to respond to those requirements is at the heart of what we do," said Chief Executive, Catherine Dixson. 

“The feedback we received from our customers, partners and staff has been integral in helping Muir secure accreditation for the fifth year running. As an association, we’ve made a commitment to redefine excellence when it comes to the services we offer to our residents, and achieving Customer Excellence Compliance for another year is testament to that.” 

The Customer Service Excellence Compliance accreditation was achieved with the help of the following initiatives: 
 

• Involving residents in the formation of Muir’s Corporate Plan 2014-17
• Hosting a series of workshops with staff, which looked at how Muir needs to change and adapt to meet current and future challenges

Muir’s recently unveiled its ‘Corporate Plan 2014-17’, which sets out the Housing Provider’s goals for continuous customer service improvement: 
 

• In 3 years time we will have improved upon and be providing an exceptional customer experience which is fair and consistent across Muir Group. We will do this through a modernisation programme - “Redefining Excellence” - that puts the right people, in the right place, with the right tools and resources to deliver excellent services.
• We will have improved our knowledge and understanding of our customers, their needs and aspirations that will enable us to adopt a comprehensive approach to managing our resources to provide excellent services that offer value for money. We will have built on our experience in, and great reputation for, resident involvement and engagement.

Catherine added: “Engaging with our residents is the key to ensuring we deliver the services they want and need. We are always striving for improvement and we will continue to guide staff and support them with our drive to redefine excellence across the Association.” 

For further information regarding Muir’s Corporate Plan 2014-17, visithttp://www.muir.org.uk/pdf/corporateplan2014.pdf