Customer service award for Muir Group Housing

SOCIAL landlord Muir Group Housing has won national recognition for the quality of its customer service.

SOCIAL landlord Muir Group Housing has won national recognition for the quality of its customer service.

The award of ‘enhanced certification level’ for quality and customer service was made by independent assessors Quality Housing Services, and comes a year after Muir Group Housing first won recognition.

Sam Scott, director of housing at Muir Group Housing, said: “This award is particularly important to us because it takes into account what our residents think about us.

“Since we achieved our certification level last year we have been continuously looking at ways to improve the services we offer to our residents.

“To be recognised for that and achieve an even higher level of accreditation from QHS this year is fantastic – and a true testament to the level of customer service our staff provide.”

Resident surveys and “mystery shopper” tests were used to grade the quality of Muir’s services.

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From April to November 2009, figures show that Muir’s customer service team answered more than 85 per cent of calls within 20 seconds. The company has also set up a central telephone number, meaning residents only have to remember one number.

John Bellis, chief executive at Muir Group Housing, added: “This is once again an outstanding achievement that has involved a significant amount of hard work, but underlines the fact that we are great at what we do – providing excellent services that are truly local to the residents in our communities.

“Staff at Muir Group Housing deliver a fantastic service to our customers every day and this is something that we can all be proud of.

“The challenge now is to set our standards even higher, continue to look at ways to improve the services we provide even further and carry on not just delivering high quality homes but help build and shape communities.”

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