Customer Service Excellence for Housing Associations
Strengthen Your Compliance with the New Social Housing Inspection Framework
The new Social Housing Inspection Framework places a sharper spotlight on service quality, tenant experience, transparency, safety, and organisational culture. Housing providers across the UK are now looking for practical, credible ways to demonstrate compliance and to show tenants they are genuinely committed to delivering excellent services.
The Customer Service Excellence (CSE) Standard offers a nationally recognised, structured approach that aligns closely with the regulator’s expectations. It helps landlords embed a customer‑first culture, improve service delivery, and evidence strong performance across all inspection themes.
Request a free, no-obligation quote for CSE Certification.
The Standard assesses performance across five key areas:
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Customer Insight – understanding tenants’ needs and using feedback to improve
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Culture of the Organisation – empowering staff to deliver excellent service
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Information & Access – ensuring communication is clear, fair, and accessible
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Delivery – providing reliable, high‑quality services
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Timeliness & Quality of Service – meeting expectations consistently
For housing associations, these areas map directly onto the new inspection requirements — making CSE a powerful tool for strengthening compliance and demonstrating excellence.
Make an enquirySpeak to our team on 0161 237 4080
| Inspection Framework | CSE Criterion | Why It Matters |
|---|---|---|
| Repairs, safety, property quality | Delivery & Timeliness | Demonstrates reliable, timely service outcomes |
| Transparency, fairness, complaints | Information & Access | Shows clear communication and fair treatment |
| Tenant Satisfaction Measures (TSMs) | Customer Insight | Provides structured feedback and improvement cycles |
| Data & property knowledge | Culture of the Organisation | Ensures staff have accurate information and training |
| Governance & leadership | Leadership & Culture | Embeds customer focus at strategic level |
| Public grading & reputation | Continuous Improvement | Supports external validation and benchmarking |
- Stronger inspection readiness
- Improved Tenant Satisfaction Measures (TSMs
- Reduced complaints and service failures
- A more empowered, customer‑focused workforce
- Increased trust and transparency
- A recognised external mark of excellence
- CSE accreditation strengthens your reputation and demonstrates accountability.
We can assist your whole journey from initial research into whether CSE is right for you – and whether this is the right time to apply – through to bespoke workshops and awareness sessions, pre-assessment services and post-assessment support.
Customer Service Excellence needs to work for everyone associated with your organisation. Contact us to discover more.
Speak to our team on 0161 237 4080
Customer Service Excellence is a complete framework to ensure the experience of your customers/service users is the best it can be.
It complements and enhances several of Centre for Assessment’s other products such as Lexcel and ISO 9001. We may be able to complete consecutive assessments against multiple Standards, minimising any potential disruption to your day-to-day activities.
Customer Service Excellence also links closely with the British Standards around Valuing People.
We would encourage you to consider how multiple Standards can work in parallel to strengthen your business or organisation.
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