In a triennial review of the Government-backed Customer Service Excellence Award (CSE), the Tenancy Deposit Scheme (TDS) has been recognised for its outstanding service to letting agents, landlords and tenants.
Unlike other awards, the CSE award is not achieved by application entry, but through a rigorous audit that assesses how well an organisation responds to challenging targets in several key areas of service over time.
As part of the most recent audit – the third since the organisation committed to the programme – the TDS was benchmarked against a national framework of customer satisfaction and praised as ‘outstanding and exemplary to others’ in eight areas.
These are service delivery, information, professionalism, staff attitude, customer insight, social responsibility, complaints and first contact resolution.
The news follows other recent accolades that includes the deposit service being ranked one of the UK’s top ten employers.
“We have never stopped striving to deliver an exceptional service to our customers, stakeholders and partners – even during the challenges of the 2020/21 pandemic. There was no downtime in service, even with the unforeseen move from office-based customer service to home-based and digital support,” commented Steve Harriott (pictured), Chief Executive at the Dispute Service.
“Despite this, in 2021, all eight areas of the TDS customer service were praised by the Assessor, which is testament to the ongoing hard work of all our colleagues in securing the award. This is an incredible achievement and demonstrates that customer service excellence is at the very heart of TDS.”
The recently published Annual Review from the Dispute Service goes into further detail on the organisation’s recent awards and how it showed exceptional resilience and adaption throughout 2020 and 2021. A copy of the report, which includes interesting data on common disputes in private rentals, can be downloaded for free at: TDS Annual Review 2020-2021.