24 Sep 2026 | Posted by Mike Underwood
Acis Group has retained the national Customer Service Excellence accreditation, with assessors highlighting 18 areas of “exceptional practice” in this year’s report.
The Group passed its annual review against the national standard, with assessors awarding multiple Compliance Plus ratings, reserved for organisations that go beyond the requirements of the framework.
This year’s assessment highlighted the Group’s:
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Commitment to listening to customers and using their feedback to shape services, policies and community investment
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Your Voice engagement platform, the Customer Champions programme and the organisation’s You Said, We Did approach
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Work with vulnerable and hard-to-reach groups
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Focus on accessibility and inclusion
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Work in communities with neighbourhood activities, partnerships and local engagement programmes
Beverley Johnson, Customer Service Excellence Assessor, said: “The organisation had not only achieved full compliance but had also been awarded Compliance Plus in certain areas for exceptional practice.”
Assessors also wrote that Acis continues to place customers at the heart of service delivery, noting strong leadership support for customer engagement and a culture that empowers colleagues to drive improvements based on customer insight.
The organisation's performance was also recognised, with overall tenant satisfaction increasing to 83.1%, while customer satisfaction scores for our call handling remain high at 4.85 out of five.
The report noted improvements in responsiveness and accessibility across several customer contact channels.
Paul Woollam, Director of Customer Excellence at Acis Group, said: “This recognition is a real credit to colleagues across Acis Group who work hard every day to deliver the best possible experience for our customers.
“What stands out in this report is the strength of our customer voice. We've invested heavily in giving customers meaningful opportunities to shape the services they receive, and it's fantastic to see that approach recognised independently.
“We're proud of what we've achieved, but we're not standing still. We'll continue listening, learning and improving so we can deliver even better services and stronger communities in the years ahead.”
As part of the assessment, the reviewer concluded there were no areas requiring immediate action and recommended that Acis continues to hold its Customer Service Excellence accreditation.
The successful review means Acis will continue to hold the nationally recognised standard, with its next annual assessment scheduled for 2027.