Eight of our services have been awarded the Charter Mark, which recognises excellence in customer service.  Charter Mark has recently been re-launched by the cabinet office as ‘Customer Service Excellence Standard’.  ‘A practical tool to support and drive public services’.

We are moving towards the Government’s new Customer Service Excellence Standard.  We will be designing a new programme for 2008/09 with the aim of increasing Customer Service Excellence accredited services within the organisation.

What is Customer Service Excellence Standard?

The Customer Service Excellence Standard is a government award which encourages public services to be the very best and challenges organisations to set and publish standards.  The standard gives accountability to customers and encourages innovation and service improvement.  The Customer Service Excellence Standard is a standard for customer service that can be used by organisations as a quality improvement tool.

Why use Customer Service Excellence Standard?

The standard is a unique quality scheme that concentrates on customer service in order to:

• improve our services
• use the standard as a framework for self assessment
• get expert feedback through the assessment process
• help achieve good value for money.

In order to achieve Customer Service Excellence, YHN will have to show what they meet five 'Criteria:’

• Customer Insight
• Delivery
• Timeliness and quality of service
• Information and access
• Culture of the organisation.

For more information about on the Customer Service Excellence Standard, please visit www.cse.cabinetoffice.gov.uk

Our Charter Mark services

For further information about our services which have been awarded the Charter Mark, please follow the links below:

• Asylum Seekers Unit
• Community Care Alarm Service
• Concierge Service
• Housing Anti-Social Behaviour Enforcement Team
• Housing Management
• Newcastle Furniture Service
• Right to Buy Team
• Your Choice Homes