As one of the first housing associations in Scotland to be awarded the standard in May 2009, Shire have used the framework to continuously improve customer services to its tenants and stakeholders.

In addition to overall Customer Service Accreditation, Shire HA also received Compliance Plus for four standards-exceeding the required levels of customer service. This included reaching out to and responding to disadvantaged groups and individuals; making positive changes and improving customer journeys; working with partners to co-ordinate services that benefit customers; and wider role activities supporting communities.

The Centre for Assessment were impressed with Shire’s digital engagement with its communities, which is having a positive impact on local people, strengthening community learning and wellbeing.

They highlighted partnerships developed with SMART Hub Galston, Sensory Impairment Service and Hurlford Age Concern, which have allowed the Care and Repair Service delivered on behalf of East Ayrshire Council, to reach a wide range of older, disabled, and disadvantaged people ensuring that they benefit from knowledge and confidence in the use of technology.