Essex-Based housing association achieves 17th consecutive accreditation for outstanding customer service

Essex-based housing association CHP has recently achieved the Customer Contact Association (CCA) Global Standard accreditation for the seventeenth consecutive year. This accreditation is a globally recognised framework that assesses the reliability and effectiveness of a company’s customer service operation.

The CCA Global Standard accreditation evaluates various aspects of an organisation’s customer service performance and operational effectiveness, including employee focus, legislation, regulation and policies, and third-party relationships.

CHP is one of a very small number of companies to have received a Gold Award from the CCA in recognition of having achieved accreditation for 15 years or more.

To attain this accreditation, CHP underwent a rigorous virtual assessment that reviewed every facet of their operations. This assessment ensures that the organisation consistently upholds the highest standards and actively adheres to industry guidelines.

Between 2022 and 2023 CHP’s Customer Resolution team handled 97,991 phone calls, received 24,686 emails, took part in 2,657 web chats and responded to 763 social media messages.

Gill Adkins, CHP’s head of customer resolution and insights, said:

“We are incredibly proud to receive this Gold award, marking our 17th consecutive year of achieving the CCA Global Standard accreditation. At CHP, our commitment to our customers remains unwavering, and we consistently strive to provide them with outstanding experiences.

“Our dedication to continuous improvement in processes, contact channels, and team development has been instrumental in maintaining our exceptional service, even in challenging times. We are honoured to be a trusted partner to our customers, especially during times when they have needed us the most.”

The accreditation has been awarded as CHP celebrates National Customer Service Week, which takes place this week (2-6 October). National Customer Service Week is a week for organisations to celebrate those that work in customer service and the important work that they do.