Awards and Accreditation

Customer Service Excellence (CSE)

We have been accredited with the Customer Excellence Standard, improving our results year on year and we are in the top 2% of organisations in the country.

The Government wants services for all that are efficient, effective, excellent, equitable and empowering. Customer Service Excellence ® was developed to offer services a practical tool for driving customer-focused change within their organisations.

The ‘Customer Service Excellence ® standard’ tests the areas that research suggests are a priority for customers:

  • Delivery
  • Timeliness
  • Information
  • Professionalism
  • Staff attitude.
Also: developing customer insight, understanding the user’s experience and measurement of service satisfaction.

The standard is:

  • A driver of continuous improvement
  • A skills development tool
  • An independent validation of achievement

Arawak Walton has continued to achieve high scores in the standard. In 2016, our assessor noted that we are continuously making progress and he made particular mention of how we are listening to customer and working in line with our mission and not just making cutbacks in these challenging times.


Arawak Walton achieves highest grading from HCA after In Depth Assessment

Following continued growth, Arawak Walton moved into mainstream regulation in 2016 due to owning over 1,000 homes.

After completing an in depth assessment (IDA), earlier this year, the Homes and Communities Agency awarded Arawak Walton Housing Association a rating of G1/V1. This rating is the highest grading achievable and confirms that Arawak Walton benefits from robust governance and are financially viable respectively.

Ms Cym D’Souza, Arawak Walton’s Chief Executive, said “At a time where the social housing sector faces many challenges, this is a fantastic result. Sound governance and financial stability are essential in allowing us to do what we do in the community.”

As a Black and Minority Ethnic (BME) specialist housing association, we are delighted to be able to evidence that an association born out of the community has grown and flourished and has now achieved the highest regulatory grading possible.