Tenant representatives and staff at the launch of East Kent Housing's first Tenant Star Awards
Great work by local tenants and community groups in Thanet was recognised during East Kent Housing’s first ever Tenant Star Awards as part of Customer Service Week.
Activities included thanks, cakes, charity fundraising and chief executive Brendan Ryan answering customer calls during the week ending October 11.
Customers took part in a survey to evaluate the way they contact EKH and what else they might like to do in the future.
The week included a skills day, with the official launch of EKH’s Customer Charter, setting out 12 customer care commitments and standards for customer contact. Staff also received refresher training on good customer service hints and tips.
Managers went back to the floor to tackle the roles performed by front line staff. Mr Ryan was on the receiving end of customer calls while head of housing Keith Cane worked on reception.
Examples of good customer service were recognised through internal posters, flagging up compliment to staff compliments from customers.
Staff took part in fundraising activities, including a raffle, dressing down for the day and food sales. They raised more than £600 for local charities including Pilgrim’s Hospice and Macmillan Cancer Support.
One day was dedicated to thanking, with cards and cakes, other organisations involved in supporting EKH staff in providing their services.
Thanet council workers in the housing allocations, IT, accountancy and waste and recycling teams were presented with cakes as well as staff from repair contractors, involved in daily repairs at more than 17,500 homes across East Kent Housing, under four district councils.
EKH staff previewed the organisation’s new website, which is in its final stages of development. They also looked at new ways of delivering customer service in the future.
East Kent Housing backed the national Customer Service Week, which is a week-long opportunity to raise awareness of customer service, as part of its ambition to achieve the Government’s Customer Service Excellence Standard. This standard is given to organisations that are efficient, effective, excellent, equitable and empowering – with the customer always and everywhere at the heart of service provision.
For more information about customer service at EKH, visit www.eastkenthousing.org.uk