16 Oct 2025
We have once again been awarded a coveted accolade in recognition of our commitment to excellent customer service.
We recently secured full compliance to the UK-wide Customer Service Excellence (CSE) accreditation following our three-year recertification assessment.
In recognition of our unwavering commitment to outstanding customer service, the independent review, confirmed we not only met all required standards but were also ‘Compliance Plus’ in multiple areas, where the group’s exceptional practice goes beyond standard expectations.
Among the areas where the assessors were impressed by our approach were our use of customer insight; a customer-focused culture in the organisation; commitment to promoting equity and inclusion; and the organisation’s service quality and timeliness.
The CSE report highlights our “robust and multi-layered strategy for gaining customer insight that effectively blends data with direct human engagement”, picking out how our customers are true partners in shaping our services, with specific praise for our innovative Your Voice and My Acis platforms.
CSE recognises organisations in the private and public sector that prioritise customer service and are committed to continuous improvement.
The standard is awarded after a rigorous assessment process that involves organisations being tested every three years against 57 areas of criteria, including service delivery, measuring customer satisfaction and professionalism and staff attitude.
Acis Group Director for Customer Excellence, Paul Woollam, said: “We’re proud to have once again been awarded the prestigious accreditation from Customer Service Excellence, which reflects the dedication of our teams and the strength of our partnerships with the communities we serve.
“It’s very reassuring to have our approach to customer service independently validated in this way. For it to highlight so many areas of our business as being beyond standard expectations, really vindicates the focus we place on our customers across the whole group, whether they are our tenants, students, learners or colleagues.
“It’s been particularly satisfying to see that the assessors recognised our determination to continuously improve and highlight the range of best-practice initiatives we have introduced since our last certification and we will not stop looking for ways to do things better for all our customers in the years ahead.”