Awards and Accreditation

Customer Service Excellence (CSE)

We are delighted to confirm that following a rigorous external assessment, Arawak Walton Housing Association has successfully retained its Customer Service Excellence (CSE) accreditation.

The CSE framework tests organisations against five key criteria:

  1. Customer Insight
  2. Organisational Culture
  3. Information and Access
  4. Delivery
  5. Timeliness and Quality of Service

The process involved an in-depth on-site visit by an authorised assessor, who reviewed physical documentation, observed service delivery, and interviewed staff, tenants, and partners.

The results are a fantastic endorsement of our people and approach:

  • No areas were found non-compliant
  • We were commended for significant improvement since our last assessment
  • We increased our Compliance Plus elements from 9 to 15

We are especially proud that the assessor noted:

“Preparation for this assessment was exceptionally well-managed by our Tenant Engagement Officer, supported by the Head of Tenant Services who was present throughout.”

At Arawak Walton, customer service isn’t just a standard — it’s our promise.



G1V2

Arawak Walton Housing Association has recently received an update following our annual stability check by the Regulator. We are pleased to have maintained our G1 governance rating, reflecting our strong leadership and robust governance. However, our financial viability rating has been reviewed from V1 to V2. A V2 rating means that while we have the financial capacity to handle a range of challenges, we need to manage certain risks to maintain compliance.

This review is mainly due to the significant investments we are making to improve the quality, safety, and energy efficiency of our homes, ensuring they are safe and fit for the future, as well as navigating challenges that are affecting the entire housing sector.

Our Board and leadership team are fully committed to strengthening our financial resilience, maintaining high-quality services, and working effectively to regain our V1 rating.

Time to Change Pledge

Arawak Walton are ‘Passionate about People’ and our People Strategy outlines our approach and commitment to all people involved with our organisation.

The association’s roots are in the African-Caribbean community, however, we have grown and prospered over the years by offering an excellent, culturally sensitive and personal service to a very diverse customer base. We have continued the work of our founder members in contributing to local regeneration activities and tackling social deprivation and we pride ourselves on delivering excellent customer service and on making a positive difference to people’s lives.

Arawak Walton have signed the pledge because we are committed to creating a workplace free of stigma and discrimination surrounding Mental Health Issues. We care about our colleagues and we aim to support and improve the health and wellbeing of all.

The Time to Change pledge complements our existing work and supports our commitment to our people and our aim to encourage and embed a culture that fosters and promotes our values, diversity, inclusion and wellbeing amongst all staff, tenants and stakeholders. Our agreed action plan highlights several positive steps which we will take to ensure our workplace remains free of stigma and discrimination. We will have dedicated Mental Health First Aiders who will be the first point of contact for colleagues experiencing crisis as well as Champions who will ensure the association keeps mental health on the agenda, via policies, sharing stories, signposting and raising awareness by supporting national and global mental health campaigns.