This week the Vale Housing Association celebrates winning the Government's Charter Mark award, for its innovation in meeting the needs of its tenants and its commitment to ensuring quality across all areas of the Association.
In order to gain the award the Association demonstrated how it worked with other organisations, for instance in dealing with neighbour nuisance and racial harassment. New innovations such as the personal alarm scheme for vulnerable tenants were praised for providing customers with a service which is over and above that required.
The attitude and helpfulness of staff particularly impressed the assessor. She described the Association as having an "obvious commitment to the delivery of a high standard to your users, and for the motivation and enthusiasm displayed by your front-line staff". Staff feel the key to the organisation's success is down to the emphasis on customer service. Tenant Liaison Officer Sue Smith said, We try to give the Association a human face. For instance I personally visit every new tenant within eight weeks of them moving in to discuss whether they are happy with their new home and put them in touch with any other organisations which may be useful to them
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Bill Henderson, the Director of Housing at the Vale Housing Association, commented, We were thrilled when we found out we had received this award. All our staff work hard to provide a truly excellent service to the public. We pride ourselves on putting the needs of our 5000 tenants first and we are delighted that this has been publicly recognised.