Pictured: Susan Wells, customer services manager

Derwent Living has received the Customer Service Excellence Standard for a second year running, proving it is still putting its customers first, despite the downturn.

The Derby-based housing provider has been re-accredited with the standard, which is a government led initiative that recognises Derwent Living's commitment and approach to customer service. 

The Customer Service Excellence Standard tests how the organisation understands its customers, its culture, how it provides information, how it delivers to customers and the timeliness and quality of its services. There is also emphasis placed on developing customer insight, understanding a customer's experience of a company and how service satisfaction is measured.

Derwent Living has been assessed in a number of areas. Assessors conducted a thorough desktop review, where they looked at company policies and procedures. Assessors also visited sites throughout the organisation and spoke to staff, managers and residents to find out more about the services provided by the company.

Susan Wells, customer services manager, said: "I am delighted that the ongoing work of our staff has been recognised. As a company, we are continuously striving to improve our services, to ensure we are providing the best service possible. This standard proves that we are doing just that."

Peter McCormack, chief executive of Derwent Living says: "The last few years have been difficult for everyone, and like many others we have undergone many changes in the last year in order to meet a variety of challenges in the tough economic climate. Our employees have had to make enormous adjustments , but in spite of this, have still focused on our commitment to deliver excellent customer services and we are delighted that this has paid off."