Unity achieves Excellence in Customer Service Award

Unity is pleased to announced that we have achieved the Customer Service Excellence Award

An independent assessor visited the premises and looked at each area of Customer Service, including engagement and consultation, staff professionalism and attitude and the quality and range of information provided. He talked to the front line staff, managers and our Senior Management Team.

He also took a keen interest in how Unity meets the diverse needs of a range of tenants, including disabled and vulnerable tenants.

The assessor spent time in each department, including housing, maintenance and complaints handling. As part of his investigation, he also attended a Tenant Panel meeting, in order to talk to members about the opportunities they have had to influence service delivery.

Unity’s accreditation coincides with the closure of the Tenant Satisfaction Survey which began in spring/summer this year.

We are pleased to report that of the 36% tenants who responded, 89.9% are satisfied with the overall services provided by Unity, and 90.3% of tenants are satisfied with the repairs and maintenance service.This result surpasses our ambitious target of 88% which we achieved in 2012.