In September 2020, we became members of the Institute of Customer Service. We aim to achieve the ServiceMark accreditation by 2025. This is a national standard that recognises an organisation’s commitment to customer service excellence. As part of the accreditation process, we carry out annual surveys with our residents and staff to understand what we are doing well and what we need to improve. The results are compared with those of other housing associations and other similar service providers. The results of the surveys will ensure that residents and employees have a voice, and their feedback can influence future service improvements.