Hackney commended for customer service

HACKNEY’S homelessness team has received a government commendation for excellent customer service.

The Homelessness Assessment Team has been awarded the Charter Mark Standard for Customer Service Excellence, as part of the Cabinet Office’s Charter Mark Scheme.

The Council’s Chief Executive, Tim Shields, presented the team with their award during a special ceremony held on 1 April.

Following detailed inspections, the awarding body SGS noted in an accompanying report that the team “is another excellent example of the London Borough of Hackney s drive for customer service excellence.”

The report adds that the team “recognises its position in the front line within the borough and discharges its responsibilities with integrity, professionalism and sensitivity.”

Particular praise is reserved for the team’s emphasis on consultation, and the regular events, surgeries, and outreach activities that are held to better understand customers’ needs.

For example, Turkish-speaking staff members have helped improve customer service for members of the borough’s Turkish, Kurdish, and Turkish-Cypriot communities.

The government’s Department for Communities and Local Government has also stated that the team s file management system would be used as a model for other Council homelessness divisions.

Fiona Fletcher-Smith, Corporate Director for Neighbourhoods, said: “Congratulations to the Homelessness Assessment Team on achieving the Charter Mark Standard – this award demonstrates the Council’s commitment to continually improving customer service, and shows how we listen to our customers to improve services.”