Working in partnership to deliver affordable homes throughout the south of England.


Customer service excellence for Housing Association

Bracknell Forest Homes has achieved the national Customer Service Excellence (CSE) award for putting customers at the heart of their organisation.

The Berkshire-based landlord got the accreditation for a sixth year running for the way it engages with its customers to provide good services and helpful information.

Caroline Titley, Chief Executive of Bracknell Forest Homes, said: "Our customers are very important to us. We aim to provide excellent customer care, dealing with enquiries at the first point of contact wherever possible.

"The Customer Service Excellence assessors recognised the good work of our staff across our business and the award is a wonderful endorsement of our customer service. We are delighted the assessors found us to meet their challenging standards and that some areas, including our customer engagement, website and literature were considered over and above the CSE standard.

"We regularly engage with our customers to review services and how they are delivered. Their involvement helps us to keep improving and achieve value for money.

"We are also continuing to update our online services to give customers convenient access to our services. For example, our website is optimised for use on mobile phones and tablets, has live chat to talk to our customer service agents, shows homes for sale, and has secure areas for customers to check their rent account, pay rent, and view repairs appointments."

The Customer Service Excellence accreditation is a national standard for customer service, recognising public or private sector organisations that deliver services which are efficient, effective, and place customers at the heart of the service provision. Assessors visit companies to audit their services, and meet customers and staff to produce their report.


Bracknell Forest Homes met the standards in the CSE assessment, and in some areas exceeded criteria:

  • There’s a strategy for consulting and involving customers to improve services using a range of methods appropriate to the needs of customer groups
  • There is commitment to putting the customer at the heart of service and leaders in the organisation actively support this and advocate for customers
  • Bracknell Forest Homes provides full information about all its services to customers. Details and charges for services (where applicable) are clearly set out on the website and in newsletters.
  • There is quality and timeliness when dealing with enquiries using the website and literature to explain service standards
  • Access - ensuring that where customers can visit our premises in person, facilities are as clean and comfortable as possible
  • Bracknell Forest Homes works co-operatively with other providers, partners and communities - making arrangements with other organisations and partners to offer co-ordinated services, and these arrangements have benefits for customers, such as the innovative approach to hoarding.


James Beasley, Chair of the Tenants and Leaseholders Panel of Bracknell Forest Homes, said: "I think Bracknell Forest Homes do a brilliant job overall. Customers can work closely with staff; they listen to issues and try to improve. If things aren’t quite right Bracknell Forest Homes try to improve them by speaking to customers. There’s lots of information and lots of ways for customers to have a say, so as a tenants and leaseholder representative I would encourage fellow customers to get in touch too as everyone is welcome to join."

The Customer Service Excellence assessor, added: "I found Bracknell Forest Homes to be customer-focused with well trained and committed staff who tangibly go the extra mile to meet their customer needs. In general, service delivery is of a high quality and the enthusiasm and commitment to exceeding customer expectations was patently apparent."

For more information about Bracknell Forest Homes', please visit


Date published: 5th Jan 2017