Institute of Customer Service

Gloucester City Homes is proud to a be a founder member of the Institute of Customer Service.

The Institute of Customer Service is the professional body for customer service whose primary purpose is to lead customer service performance and professionalism.

We are committed to ensuring all of our staff meet the exacting standards for customer care set down by the institute's Professional Awards.

Institute of Customer Services Inspection

GCH was inspected in March 2009 , April 2010 and March 2011.

GCH was the first company to achieve compliance in all 57 criteria and achieved 10 compliance plus awards in its first inspection.

In 2010 GCH achieved compliance in all 57 criteria along with 6 additional compliance plus ratings making a total of 16 compliance plus ratings.

In 2011 GCH built on the previous year's result again, achieving full compliance and a total of 24 compliance plus awards.

The CSE assessor stated in 2010:

‘GCH has received more compliance plus awards than any other organisation in the history of CSE and has taken customer service excellence to the next level.’

And in 2011:

‘The service has again demonstrated significant improvements and has improved service delivery against a background of reduced resources. This has been recognised by the Audit Commission who have awarded a three star excellent rating following the most recent inspection. In addition they stated that the service had excellent prospects for improvement.

There have also been other accolades over the year with particular emphasis on communication and publications.

GCH continues to fully embrace CSE and provides a model for using the Standard to drive service improvements. The application was fully compliant with the CSE Standard. In addition to the previously identified 16 areas Compliance Plus all of which continue, a further 8 elements have been identified as being worthy of Compliance Plus designation – an unprecedented achievement.’

Please select this link to view the 2011 Inspection Report.|