Peterborough housing association Cross Keys Homes has been shortlisted for the prestigious Institute of Customer Service awards.
The award, in the Best Use of Customer Insight category, recognises the work the association has done in collecting data from it tenants and using this to improve services.
Also shortlisted for the award are Tesco Bank, Netflights.com, Hello Fresh, Lloyds Bank International and Endsleigh Insurance Services.
Cross Keys Homes embarked on a detailed profiling exercise – the Resident Census – Connect with Us - in 2011 and refresh it every two to three years to keep it current. The census involved visiting each of its 10,000 plus homes and finding out about the people living in them. This information allows Cross Keys to tailor make the help and advice it can offer those residents.
Chief executive, Claire Higgins, said: “It is fantastic to have our hard work recognised.” “Our staff are also now much better equipped to respond to what it is that is important to our customers and that has made them feel more empowered and effective which is obviously an added bonus”
Chair, Angus Kennedy, said: “This accolade highlights our commitment to our customers and our determination to make a difference to their lives.
“We are really honoured to have reached this stage in the awards process and I am really proud of the staff team who have worked so hard to get us to this point.”