Member Article

Salix Homes recognised for excellent customer service

A Salford housing association has picked up a coveted accolade in recognition of its excellence in customer service.

Salix Homes, which owns more than 8,300 properties in Salford, has recently been awarded the Institute of Customer Service (ICS) national ServiceMark accreditation.

ServiceMark is a national standard, which recognises an organisation’s achievements in customer service, and its commitment to upholding those standards.

The assessors were impressed with Salix Homes’ commitment to providing an ‘easy and efficient customer service experience’ and complimented employees for the level of care they show to customers.

The accolade comes after Salix Homes launched its new customer portal - My Salix – earlier this month enabling customers to access online housing services quicker and easier than ever before.

Sue Sutton, executive director of operations at Salix Homes, said: “We are delighted to achieve this prestigious ServiceMark accreditation, particularly as we have just launched our new and improved customer portal – My Salix.

“Salix Homes is committed to continually improving services and we recognise that our customers are at the heart of everything we do. The assessors were impressed with our ‘right first time’ approach to ensure that when a customer contacts us they receive a tailored, personal and positive experience.

“We are particularly proud that the assessors also complimented our response to the Boxing Day floods in 2015, and more recently our actions taken since the Grenfell Tower tragedy to reassure and communicate with our tower block tenants.

“Our employees genuinely care about our customers and we empower them to deliver the best customer service experience possible, and this accolade is testament to all their hard work.”

As part of the assessment process, the assessors speak to employees as well as get feedback from customers to find out how they rate the service they receive.

Salix Homes has also just marked National Customer Service Week (October 2 – 6), where it launched the customer portal and unveiled its new Customer Service Charter, which sets out the housing provider’s commitment to delivering excellent customer services.

You can find out more about the new My Salix customer portal on the Salix Homes website.

This was posted in Bdaily's Members' News section by Hayley Collins .