We are proud to have helped Lincolnshire Housing Partnership (LHP) became the first housing association to achieve six ‘Compliance Plus' ratings under the national Customer Service Excellence standard.
The milestone follows the deployment of cloud contact centre technology we delivered, which brings together every customer interaction into a single platform, helping advisers resolve enquiries faster while giving managers real-time insight into service quality and tenant satisfaction.
The independent accreditation recognises organisations that consistently deliver outstanding customer service.
LHP, which manages almost 13,000 homes across Lincolnshire, not only retained its Customer Service Excellence accreditation but increased its number of Compliance Plus ratings from four to six, with assessors praising its sector-leading approach to customer insight, digital innovation and continuous improvement.
FourNet worked with LHP to modernise its customer contact operation, enabling colleagues to manage voice, email, webchat and social media interactions through a single cloud-based platform.
The system also provides real-time reporting and customer feedback, helping the housing association continually improve services while supporting its Tenant Satisfaction Measures.
Adam Green, Strategic Account Director at FourNet, said: “Housing providers are under increasing pressure to deliver outstanding customer service while balancing rising demand, tighter regulation and financial constraints. This achievement shows what is possible when organisations combine committed people with technology that gives them a complete view of every customer interaction.
“By bringing communications, insight and reporting together in one place, housing providers can resolve enquiries more efficiently, better understand what matters to tenants and make faster, better-informed decisions about service improvement.”
LHP’s assessors highlighted the organisation’s strong culture of continuous improvement, its use of customer insight to shape services and its commitment to delivering consistently high standards across every stage of the tenant journey.
John O'Hanrahan, Corporate Head of Customers at LHP: "Over the past year, our focus has been on giving our customers a wider range of ways to contact us and making sure we're constantly using customer voices to influence our decision making.
"Changing how we do things means we need to make sure we uphold our standards and deliver excellent service every time - and this is driven by the systems we use to interact with our customers. Fournet’s support as we make these improvements has been vital.
"I'm incredibly proud to see LHP as the first organisation to achieve Customer Service Excellence Version 2. It is an amazing achievement, and a testament to the hard work delivered day in, day out, by colleagues, customers and partners of LHP."
LHP’s success comes as housing providers across the UK face increasing expectations under Awaab's Law, around customer experience, transparency and tenant engagement, making digital transformation an increasingly important part of meeting regulatory standards.
