Social housing firm Vela praised for commitment

SOCIAL housing firm, Vela Group, has been given a Government seal of approval for its commitment to customer service.

SOCIAL housing firm, Vela Group, has been given a Government seal of approval for its commitment to customer service.

The group, which provides thousands of homes to people across the Tees Valley, has received the Customer Service Excellence (CSE) standard for its “efficient and effective” public services. It is awarded to companies that put customers first, give high levels of customer service, learn from compliments and feedback and provide a range of services and information.

The CSE standard also assesses performance on delivery of services, friendliness, timeliness, staff attitude and information.

The prestigious accreditation follows a rigorous inspection that scrutinised all services across the housing group, which employs over 700 staff.

Tracey Rix-Mason, head of customer involvement at Vela, said: “This accreditation endorses the quality of our customer service and reflects how thorough our customer-focused policies and procedures are.

“The validation by an independent assessor is testament to the passion and dedication of our staff and our commitment to working in partnership with our customers and stakeholders for the good of our customers and the wider community.”

Vela was formed in 2010 as a result of a partnering between social landlords Tristar Homes and Housing Hartlepool, which together has over 17,000 homes.

The majority of its homes are for rent, but also include shared ownership, right to buy, outright sale and sheltered care schemes.

 
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