The high standards of customer service and commitment from staff to putting the customer at the heart of services has won us a coveted award.
We've just been awarded with the prestigious Customer Service Excellence government standard following a rigorous assessment of the services we provide to our customers.
The assessor’s report includes some glowing comments such as: “customers commented during the assessment process of the responsiveness and helpfulness of Merlin and further commented on the significant changes for the better over the past few years”
And: “observations during the assessment demonstrated high levels of customer focus from the Customer Service Advisors.”
Director of Housing and Communities Paul Coates said: “This award is recognition of the hard work and progress that the entire business has made to provide customers with great customer service.
“The comments made by customers to the assessor showed that they have seen improvements in the last couple of years which is reflected by the increase in customer satisfaction, which everyone should be proud of.
“Achieving this level of recognition is great but we all recognise there is more to do to meet our goals of becoming a world class organisation. Although customer satisfaction is at its highest ever level of 84%, our target is to reach 90% by 2019. Continuing to provide great customer service and enhancing the customer experience will play a big part in helping us achieve this goal.”
Before the assessment we submitted more than 400 pieces of written evidence to support the 57 essential criteria we had to meet to gain the award. On the day of the assessment, the assessor spent time in our three housing offices and speaking to our customers and front line staff.
Not only did we achieve the standard, we were also awarded a compliance plus level for the excellent work that we carried out with residents to review our service standards. We now reports on its performance against these standards to customers every month.