This prestigious recognition comes in the year the Association celebrates its 50th anniversary, reinforcing its longstanding commitment to delivering high standards of customer service and driving continuous improvement.

The assessment highlighted exceptional performance, with nine elements awarded Compliance Plus, demonstrating strengths in customer insight and engagement, organisational culture and partnership working.

Carol Reid, director of customer services, said: “Delivering customer focussed services is one of our key strategic objectives so achieving Customer Service Excellence accreditation is a significant milestone for Grampian Housing Association.

“It reflects the hard work and commitment of our staff to tenants to creating a culture that prioritises customer needs and clearly demonstrates customers are shaping the way we work.

“To achieve this in our 50th anniversary year makes it even more significant and Grampian extends its thanks to everyone who contributed to the assessment process, including tenants and staff who shared their experiences and insights. Their involvement provided a true reflection of the Association’s values and achievements.”

This achievement comes just 18 months after launching The Grampian Deal, the Association’s customer-focused framework that places tenants at the heart of service delivery. The framework defines Grampian’s approach to customer excellence and has been embedded throughout the organisation by the dedicated Grampian Deal Task Force.

The assessor highlighted extensive consultations as good practice. These had been carried out in areas such as complaints, anti-social behaviour and customer service standards and were followed up with new ‘You Said, We Did’ updates. These ensure customers know their feedback is listened to and reflected in follow up actions. Reference was also made to the popular commUNITY roadshows providing customers with opportunities to meet staff, share views, and discuss local priorities.

The assessor noted clear evidence of how the Association is able to tailor communications and target services to meet customers’ needs as demonstrated through initiatives by the tenancy support services. These included providing elderly tenants with energy advice and support with fuel debt as well as distribution of energy efficient cooking appliances through the heat and eat initiative.

Importantly, the Association met the CSE standard with no immediate improvement actions required. The next full assessment is scheduled for 2028, supported by annual reviews to ensure ongoing compliance.