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Hanover is the only national retirement housing provider to achieve Excellence award
Hanover is the first national retirement housing provider to be awarded the prestigious Customer Service Excellence (CSE) accreditation.
CSE is a government standard promoting excellent customer service throughout the public sectore.
On awarding the standard, the Assessor commented that Hanover has an excellent understanding of the needs of older people which is demonstrated by its leadership in developing new models of retirement housing.
As part of the rigorous assessment, Hanover demonstrated a strong commitment to engagement with residents and – more importantly – consistently show residents how their feedback has influenced policy and practice.
Resident Board Member Brenda Jones said: “Since moving to Hanover I have had a number of opportunities to contribute my ideas. I’ve been consulted on new-build housing plans, the new repairs process and a lot more besides.”
Bruce Moore, Chief Executive of Hanover, said: “This award demonstrates that our services for older people are high- quality and valued by our residents. It also shows how staff across Hanover are actively engaging residents on issues that matter to them locally.
To view a Word version of the press release click here
Notes to editors
The assessment report notes the following strengths:
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Hanover has an excellent understanding of the needs of older people in relation to retirement housing, demonstrated by its leadership in the field of developing new models of retirement housing.
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Frontline estate managers are experienced and have a very good insight into the needs of their ‘customers', be they tenants or homeowners.
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There is a strong commitment to engagement with residents through a variety of mechanisms and many good examples of how feedback has influenced key policies.
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There is a very clear culture of commitment to the delivery of very customer focused services which clearly stems from the Chief Executive.
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Hanover and its staff are very good at encouraging involvement in and with the local community.
