TDS Proves Service Excellence

Backed by a glowing report, the Tenancy Deposit Scheme has been awarded the UK government’s award for Customer Excellence. The Scheme joins a list of public service organisations such as the DVLA, the Lake District National Park and Companies House  that have achieved this standard.

The assessment report for the Customer Service Excellence award for the Tenancy Deposit Scheme pointed out that the Scheme is in the unusual situation of providing services to parties engaged in conflict through Alternative Dispute Resolution. It also pointed out that the Scheme exceeds government targets for the speed and efficiency of its dispute resolution.

Citing initiatives such as the E-consultation network, adjudication workshops and the TDS Olympic Challenge which has asked for staff and customer feedback on future innovations, the report praised the Scheme for its customer focus and its working relationship with partners and stakeholders. These include the call centre, IT and database providers and the lettings industry’s professional and representative bodies.

The report also highlighted the Scheme’s ethical approach to reducing the number of landlord/tenant disputes.

Welcoming the Assessment and the award of the Certificate for Customer Service Excellence, TDS Chairman Professor Martin Partington said, “This sets the seal  on an astonishing performance by the entire staff and by our partners  in establishing the confidence of our customers, landlords, tenants and agents, and in constantly exceeding performance targets both internal and set by Government. Our Chief Executive, Steve Harriott and the team are to be congratulated.”

The Customer Service Excellence Standard tests organisations in-depth for customer priorities, including delivery, information, professionalism and staff attitude in line with the Government’s objective that “The citizen is always and everywhere at the heart of service provision.”

12th April 2012

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