Salix Homes recognised for excellent customer service

Salix Homes has once again been recognised for our outstanding customer service, after achieving the Institute of Customer Service (ICS) national ServiceMark accreditation for the third time.

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

The accolade coincides with National Customer Service Week, which runs from October 7-11, making it a perfect opportunity to celebrate our ongoing dedication to providing exceptional service and enhancing the customer experience across all areas of our organisation.

This recognition also follows Salix Homes becoming one of the first housing associations in the country to be awarded the highest C1 (Consumer) grading from the Regulator of Social Housing in recognition of the homes and services we provide for our customers.

Sian Grant, our Executive Director of Customers and Communities, said: “Achieving the ICS ServiceMark accreditation for the third time is another significant milestone for Salix Homes and reflects the hard work and dedication of our entire team.

“Our commitment to delivering exceptional customer service is at the heart of everything we do, and this recognition, alongside our recent C1 grading from the Regulator of Social Housing, reinforces our mission to provide high quality homes and services for our customers.

“As we celebrate National Customer Service Week, we’re incredibly proud to highlight our team’s efforts in fostering a culture of excellence, our commitment to continuous improvement, and ensuring that our customers feel valued, listened to and supported.”

As part of the in-depth ICS assessment process, the assessors gather feedback from both employees and customers to evaluate how they perceive and rate our services.

The assessors recognised Salix Homes for our skilled and competent workforce, our commitment to transparent communications, our focus on learning from mistakes, and our innovative engagement strategies, all of which help foster long-term relationships with customers based on trust and reliability.

Jo Causon, CEO at the Institute of Customer Service, said: “I would like to extend my congratulations to the team at Salix Homes for achieving ServiceMark accreditation, a pertinent milestone as we celebrate National Customer Service Week. Achieving this independent accreditation for the third time demonstrates a commitment from the team at Salix Homes to a customer-centric approach, as well as a desire to consistently improve and better their service offering.”

The ICS acknowledged the success of our Customer Committee, which actively empowers our customers by providing a platform for them to voice their opinions, influence decision-making, and engage in meaningful discussions about the services we provide.

This is the third time we have achieved the coveted ServiceMark accreditation, which we first received in 2017, and it will remain in effect until 2027.