Local team makes “outstanding efforts to support vulnerable groups within its communities”
A Bedfordshire-based organisation has been awarded a Customer Service Excellence Award for the fifth year running. Aldwyck Housing Group (Aldwyck), a housing association with its headquarters in Houghton Regis, was given the accreditation following a rigorous assessment.
The assessment for the Government granted award looks for organisations that provide services that are efficient, effective, excellent, equitable and empowering and puts the “citizen always and everywhere at the heart of service provision”.
The summary in the final report said, “Despite continued ongoing challenges resulting from government legislation and welfare reform, Aldwyck provides a quality service for its tenants and continues to strive to deliver the best for their customers. There are commendable initiatives being undertaken and staff make outstanding efforts to identify and support the most vulnerable groups within its local communities. There are a plethora of programmes and close partnership working to help improve the lives of young people and the results of these are testament to the hard work and commitment by the staff involved. The Supported Housing Team are also closely working with vulnerable customers to increase health and wellbeing, and social confidence and demonstrate the enthusiasm to ‘go the extra mile’…. The Income Maximisation Team have supported over 1,000 customers in dealing with benefit claims or providing information on improving their financial position and this has benefited customers by the award of substantial sums in many cases. Aldwyck is to be congratulated.”
The award also recognises that while having won the award the last four years the organisation hasn’t rested on its laurels. Aldwyck has also managed to gain an extra ‘Compliance Plus’ which shows it is setting best practice or doing something really well, and also moved one partial compliance identified last year to compliant.
Said Tim Jennings, Interim Group Chief Executive of Aldwyck, “I’m very proud of our team. Once again, they’ve been able to demonstrate that every day we all strive to provide our customers with the level of service they need and one we can all be proud of. The comments provided by the assessor in the 71-page report are excellent and the team should be, rightly, very pleased.”