The Dispute Service Ltd, the Government-appointed administrators for the Tenancy Deposit Scheme (TDS), which includes the Insured and Custodial schemes, have once again retained their Certificate of Registration for Customer Satisfaction Management under ISO 10002 in 2021.
Following an annual inspection and audit of management procedures and processes by the British Standards Institute (BSI), TDS were awarded the prestigious Certificate of Registration which confirms that TDS operates a Customer Satisfaction Management system to a recognised quality standard.
Under the direction of Sandy Bastin, Head of TDS Adjudication Services, the multi-award-winning not-for-profit organisation uses the internationally recognised standard as a benchmark for continuous customer service improvement.
Steve Harriott, Chief Executive Officer at the Dispute Service was delighted: “This is great news for all our TDS colleagues and, of course, our customers; we constantly strive to provide a high level of service that is not only focused on the customer and the services we provide but allows us to be flexible to improve what we do. This is another fantastic external validation of the quality of our customer service functions.”
The BSI ISO 10002 provides guidelines for putting processes and procedures in place that improve and remove the cause of complaints, whilst increasing service satisfaction levels for customers.
“The annual inspection helps us to maintain our high standards and identify areas for innovation and improvement. By focusing on every aspect of our service to this degree, we can help customers with their enquiries even more effectively and efficiently than ever before,” added Sandy.
This is the fifth consecutive year TDS has demonstrated its robust and effective operations, and its commitment to customer support in tenancy deposit protection.
This is a remarkable achievement over such a challenging period but demonstrates TDS’ continued resilience and dedication to service. The accreditation joins a collection of awards achieved by TDS and the Dispute Service during 2021. Read more here: TDS Awards
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