Inspiring Business by Sharing Success

Housing Management scoop top award

It's official! Midland Heart's housing management team provides the best customer service in the business, having scooped a top accolade in the Housing Heroes awards 2018.

The team at the Birmingham-based housing association took the Best Customer Experience award after being shortlisted for their work to establish a new housing management service that has moved away from a traditional call centre. 

Nigel Collumbell, Director of Housing Management, said:

"The new housing management team should be very proud of their efforts to help us realise our ambition of delivering excellent customer service. The team’s passion and drive for continuous improvement through gaining direct feedback from our customers and other staff plays a significant part of this contribution.

“The award is a truly wonderful achievement which our teams thoroughly deserve and we are very proud their hard work and dedication has been recognised."

Midland Heart's Customer First strategy has transformed how it interacts with its residents, resulting in higher levels of satisfaction both for customers and staff.  The new housing management service now compasses three specialist teams of staff - a customer hub, people team and place team.  This is a move away from a traditional call centre and generic neighbourhood team model.

The housing association owns around 33,000 homes acrossWest Midlands and parts of the East Midlands and Staffordshire.

The tenth annual Housing Heroes Awards were held in Manchester on the evening of June 25 and  organised by the Chartered Institute of Housing and Inside Housing.


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