North Wales Housing Achieves Customer Service Excellence Accreditation

North Wales Housing is proud to have achieved the Customer Service Excellence (CSE) Standard – a nationally recognised accreditation that supports organisations in delivering outstanding services shaped around the needs of their customers.

Achieving the CSE Standard marks a key milestone in NWH’s ongoing commitment to quality and continuous improvement. It provides a robust and credible framework to benchmark performance and identify opportunities to enhance customer experience.

As part of the Customer Strategy, it supports a more structured approach to evaluating customer service across the organisation and ensures that customer focus, accountability, and responsiveness remain at the heart of everything NWH does.

A  project team was formed to lead on the work, and leadership sessions were held to raise awareness of the standard and support the gathering of evidence. The Resident Panel was also engaged throughout the process, providing valuable feedback and playing a direct role in the assessment itself.

Assessment Services Ltd has played a key role in guiding NWH through the process, offering an efficient, supportive, and high-quality approach.

Claire Shiland, Director of Operations at North Wales Housing, said:

The CSE accreditation has helped us reinforce our reputation as a quality-driven, customer-focused organisation, supporting collaboration across teams and providing assurance that our services are aligned with our residents’ expectations.

“It is having a significant impact, helping to embed a consistent, customer-focused culture. And it has provided valuable insight, improved communication and strengthened engagement with residents, who will have their voices heard and valued.

“The CSE Standard has and will continue to act as a catalyst for our continuous improvement and help ensure that putting customers first remains central to everything we do,” she added.