City Council’s rent service awarded top marks for quality

By on 01/08/2011 in News

Birmingham City Council's Homes and Neighbourhoods directorate is the proud recipient of the Quality Mark award for its rent service.  The accolade has been given by the Community Legal Service (CLG) for the rent team's general help with telephone services.

To obtain the award the service was subject to a rigorous and extensive two day audit, set against the requirements of the CLG's Quality Mark.  The two day inspection found the rent service had 27 areas of good practice with only two areas requiring improvement.

Birmingham City Council's Cabinet Member for Housing, Cllr John Lines, said: “I have always known that our standard of service is second to none, and now we have proof of this in the form of the Quality Mark certificate.

“I'm delighted that the hard work of everyone involved in the team has been recognised.  Providing a good service to our residents is what we strive for and receiving this prestigious award is a testament to our attitude and work ethic.”

The Quality Mark standard covers seven key quality areas known as the quality framework.  The areas are:

• Access to service – planning and making others aware of the service, including non-discrimination.

• Seamless service - effective sign-posting and simple referral to other agencies.

• Running the organisation – roles and responsibilities of key staff and the financial management.

• People management – covering equal opportunities for staff, training/development/supervision and casework criteria.

• Running the service – client information case management and the independent review of files and feedback to advisers.

• Meeting clients' needs – covering information to clients, confidentiality, privacy and fair treatment.  Maintaining quality where someone else delivers the service.

• Commitment to quality - dealing with complaints, feedback and maintaining high quality procedures.

The Quality Mark certificate was received by the council this month (July) and was presented by a CLG representative.


For more information contact Karen Blanchette: 0121 303 6969.

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