Case Studies

At Centre for Assessment, we’ve seen Beyondly fully embrace Customer Service Excellence (CSE) as a powerful framework for embedding customer focus across their organisation. Since first achieving certification in 2014, the team has grown significantly while maintaining a clear commitment to understanding customer needs, using feedback to simplify complex environmental legislation, and continually improving their services. Our assessors have witnessed a culture of openness, learning, and genuine pride in delivering high‑quality support—an approach that reflects the very principles of CSE. Beyondly’s journey demonstrates how the standard can drive meaningful, customer‑centric change and support sustainable organisational growth.

At CfA, we were delighted to support Southway Housing in successfully regaining their Customer Service Excellence Accreditation in 2024. Having worked with Southway for over a decade, we were pleased to provide a certification process that felt genuinely collaborative, insightful and engaging—more like a meaningful conversation than a traditional audit. Their excellent grading reflects their strong commitment to customer insight, culture and continuous improvement, and we’re proud to have played a part in helping them strengthen their customer‑led approach to service delivery.

Harrogate Neighbours Housing Association achieved full CSE certification to embed a strong, customer‑focused culture and drive continuous improvement. Supported through the certification process by Centre for Assessment, a recognised CSE certification body, HNHA demonstrated compliance across all five criteria, earning Compliance Plus for its Digital Hub tackling digital exclusion. The CSE framework has strengthened customer insight, empowered staff, and helped evidence a clear commitment to high‑quality, person‑centred services.

mosshaselhurst Solicitors, a long‑established firm in Cheshire, strengthened its resilience in an evolving legal landscape by achieving Lexcel accreditation. With support from Centre for Assessment and long‑time assessor Gabrielle Owen‑O’Sullivan, the firm secured 20 areas of good practice, boosted client satisfaction, reduced complaints and PII, and reinforced a culture of compliance. Their team credits Lexcel with enhancing credibility, retaining clients—including legal aid—and embedding high‑quality processes across daily operations.

Discover how Begbies Traynor achieved Customer Service Excellence and Compliance Plus accreditation through a nine-month journey of collaboration, process refinement, and customer-focused innovation—introducing new feedback measures and reinforcing their commitment to exceptional service.

Digital Health and Care Wales (DHCW) is leading the way in equality, diversity, and people-centred practices within NHS Wales. As the first UK organisation to achieve BS 76000:2015 – Valuing People and later transition to ISO 30415:2021, DHCW demonstrates a deep commitment to embedding inclusivity into its culture, governance, and operations. The organisation has continually strengthened its approach to valuing people, ensuring leadership accountability and alignment with community needs. Their journey showcases how accreditation can drive meaningful, lasting change across public sector organisations.

RKMS are a leading training and consultancy provider specialising in governance, risk, and compliance, with services spanning accredited training, apprenticeships, and compliance software. Holding five key certifications, RKMS demonstrate their commitment to “practising what they preach” and setting themselves apart from competitors.

Greenhalgh Kerr, a leading recoveries law firm, uses Lexcel to embed high standards across compliance, client care, and risk management. With 50 staff across two offices, the firm values the structure and reassurance Lexcel brings to daily operations. Their experience with Centre for Assessment has been consistently professional, supportive, and efficient. The accreditation has strengthened internal processes and underpinned their continued growth.