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.

 

Arawak Walton Receives Latest Regulatory Judgement: G1 / V2 / C2

Arawak Walton Housing Association has received its regulatory judgement following an inspection by the Regulator of Social Housing.

The Regulator has awarded a C2 grading for consumer standards, alongside G1 for governance and V2 for financial viability. The G1 rating reflects continued confidence in the organisation’s leadership, governance and oversight, while V2 confirms that Arawak Walton remains financially sound.

The C2 grading recognises that, while services are broadly effective and requirements are being met, further improvement is needed in areas such as performance reporting, tracking of actions, and demonstrating how tenant feedback informs services.

Over the past 12 months, Arawak Walton has implemented a wide-ranging programme of improvements across housing services and reporting, strengthening core processes and building on existing practice. The judgement acknowledges this progress, while noting that these changes are still being embedded.

The organisation will continue to build on this work and engage with the Regulator to progress towards a C1 consumer grading.

Adrian Carridice Davids, Chair of Arawak Walton Housing Association, said

“Our regulatory judgement reflects an organisation that is making clear and meaningful progress. We are particularly pleased that our governance has again been recognised at the highest level, which reflects the strength of our Board and leadership.

“While we acknowledge the areas identified for improvement, these are consistent with the changes already underway. The Board is fully committed to supporting the organisation to build on this progress, strengthen assurance, and continue improving outcomes for our residents.”

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.