Customer service excellence for council tenants

Merton Council’s Estate Services team has been awarded Charter Mark for customer service excellence.

Estate Services has introduced a number of key service improvements during the last year. These initiatives have started to pay off in terms of customer satisfaction and value for money. Estate Services are always looking for ways to go the extra mile, including exceptional success rates in graffiti removal targets and the introduction of the handyperson service.

Glenn Burnell, Estate Services Manager said:

“This accreditation by Charter Mark has helped to motivate the team to continue to focus on shaping our services to meet our customers needs first and foremost. Everyone is delighted to be recognised for their hard work and dedication. It’s wonderful news for the Estate Services team and for the Council as a whole.

“The whole team have worked extremely hard to turn around this service to one which is now endorsed by Charter Mark as excellent. We shall not be resting on our laurels; we want to continue to improve our services.”

As part of the assessment, Charter Mark met with partners that work closely with Estate Services including Merton Council’s Environment and Regeneration department, neighbourhood wardens and residents. The assessors were taken on a tour of estates chosen at random and discussed the service with representatives from the residents associations.

Ann Moyies, Chair of Merton Tenants and Residents Association said:

‘I feel that the service provided by Estate Services is excellent, we have really noticed the huge improvements in the services provided by the team, especially graffiti which no longer is a priority issue for us. I would like to congratulate Glenn Burnell and all his team on their award, one which is very well deserved.’

Councillor Diane Neil Mills, Cabinet Member for Housing and Regeneration said:
“The Charter Mark is wonderful recognition for all the hard work that Estate Services do to ensure they continue to improve their service in response to tenants’ changing needs.”