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Customer Service Excellence Award 

We have been successful once again and have been awarded a Customer Service Excellence Accreditation for the third year running. 

 After a recent assessment by the Centre of Assessment, we have received confirmation about continuing to reach the Customer Excellence Standard and receiving this prestigious award again.  

 We have also managed to gain four new Compliance Plus ratings for our customers and community work.   This includes establishing a new Bereavement Team, launching Academi Adra  to support tenants into employment, developing our new website specifically for our tenants called Cymuned Adra, as an extension of our print tenants newsletter. We’ve also been awarded for working in partnership to develop a homelessness support package at our new development site at 137 High Street, Bangor.  

 Hugh Keachie, Customer Service Excellence Assessor said:

“Adra has consistently demonstrated excellent levels of Customer Service. Adra is an organisation that is very good at thinking outside the box, and has been well served during the pandemic by this culture.  They are creating really great opportunities for their customers and there is a clear desire from staff to deliver quality services. It was a real positive to hear from staff how they felt valued, appreciated and empowered to get things done.”  

 Sarah Schofield, our Director of Customers and Communities said: 

 “I’m delighted that we have secured the Customer Service Excellence Accreditation again after a challenging year. 

“Our customers are at the centre of everything we do and our staff are determined to deliver great services that keep customers safe and comfortable in their own homes. It’s encouraging to have recognition for the work we do and such positive feedback. 

“Customers are respected, valued and listened to and have a right to expect excellence in everything we do. We know we can always improve and are open to comments and ideas.  

“I would like to thank the whole team here at Adra. As an organisation we look forward to developing further and to develop even better services for our customers.”