Mark of excellence for Council's 'high quality' customer service

'High quality services' continue to be delivered by Stockton-on-Tees Borough Council following the pandemic, say independent assessors.

The Council has been re-accredited with meeting all 57 points of compliance within the Government's Customer Service Excellence (CSE) mark, which rewards organisations who demonstrate a customer-focused commitment in all they do.

Following a rigorous review by assessors in July, the Council was praised for developing "new and innovative approaches to the delivery of services to its wide range of customers".

Assessors were impressed at how work started during the pandemic was now established practice, with teams across the Council continuing to work more collaboratively for the benefit of the Borough's residents.

Their report went on to say: "New approaches that had to be developed to continue service delivery during the restrictions of lockdowns have become 'business as usual' and are continuing to deliver high quality services."

The CSE standard focuses on areas which are a priority for customers, such as delivery, timeliness, information, professionalism and staff attitude.

In addition, the authority was recognised for best practice achieving 'Compliance Plus' in 14 aspects - awarded where particular strength is shown.

Councillor Norma Stephenson, the Council's Cabinet Member for Access, Communities and Community Safety, said: "We are delighted to have achieved the CSE mark once again as it reflects our belief that all our customers have the right to expect excellent levels of service.

"Our staff should be rightly proud of this recognition - not only did they step up to help people during the challenging times of Covid, but continued to do so as the country came out of the pandemic. 

"At Stockton-on-Tees Borough Council we are committed to putting our customers at the very heart of our work and we are guided by the CSE framework.

"The benefits of working with the standard have been recognised and used effectively across the Council over the years and despite the many challenges facing the organisation, that commitment to customer service has remained."

CSE accreditation operates on a three-year cycle. To complete this cycle there will be two annual reviews in 2023 and 2024 to ensure compliance is retained.

For details about how to contact our Customer Services team and information about the Council's customer service standards and targets visit the customer services page

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