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Fri 03 March 2017

Colne, the Essex-based housing association, has been awarded the Customer Service Excellence Award for the fourth year running.

The award tests housing associations and public sector organisations on areas that are important to customers, with a particular focus on service delivery, timeliness, information, professionalism and staff attitude.

It also looks at how an organisation develops customer insight, understanding how services are used and how customer satisfaction is measured.

This year Colne did better than ever with four areas being highlighted as examples of best practice.

“We are really pleased to have passed with flying colours,” said Colne’s Chief Executive Sara Thakkar, who took over the helm in February 2015.

She added:

“It is testimony to the hard work of all our staff who have shown great commitment to ensuring we continually improve our services to our customers,.

“We were also awarded four ‘Compliance Plus’ levels, for demonstrating best practice and showing we have done better than ever in those areas of the business.”

The overview report from the awarding body noted there had been ‘positive changes in the leadership and culture within Colne aimed at renewing and delivering even better levels of customer service and improved service delivery’.

It acknowledged that customer research had been carried out which had informed the organisation’s business strategy “Enabling Independent Living” and that a new customer consultation process had been introduced.

Colne, which was established in 1973, now manages over 3,000 homes across Essex and Suffolk, to enable independent living.

Photo shows Members of Colne’s team celebrating the organisation’s Customer Service Excellence Award: Front left to right - Denise Pearson, Cameron Stalker, Liz Mullender; Back - Marisa Pereira, Dave Allen, Anthony Cole

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