Merton awarded for customer service excellence

Merton Council has proved its continuing commitment to customer service by achieving the Cabinet Office awarded Charter Mark accreditation for another year.

The Charter Mark, recently re-launched as Customer Service Excellence, has been awarded to Merton’s Community and Housing financial assessment team for their ongoing commitment to excellent service development and customer service practice.

Merton’s financial assessment team look after community care assessments and welfare benefit checks and had to fulfil a challenging set of criteria to retain the annually assessed award. They scored very highly, achieving more total compliances against the criteria than most organisations.

The Customer Service Excellence standard was designed by the Government to offer public services a practical tool for driving customer-focused change within their organisation. It tests areas that have been indicated as a priority for customers, with particular focus on delivery, timeliness, information, professionalism and staff attitude.

Merton has been accredited at this standard for the second year running, but this year has achieved a higher percentage of the criteria which is designed to act as a driver for continuous improvement, a skills development tool and an independent validation of achievement.

Councillor Samantha George, deputy leader and cabinet member for corporate resources, said:

“Being awarded this accreditation from the Cabinet Office proves how hard Merton is working to ensure services are shaped and improved to put the needs of its residents first. The financial assessment team deals with very sensitive matters such as community care and checking through the benefit welfare systems, and having a mark of excellence for customer service is a real accolade and a fantastic achievement.

“Merton is constantly striving to prioritise improvement in the areas that matter most to residents and offer our residents high quality, customer-focused and good value for money services.”