Press Release
Ashton Pioneer Homes wins the UK Customer
Service Excellence Award for 2008
The fifth annual Housing Excellence Awards were held on May 14th at a glittering
awards ceremony at Mere Golf and Country Club, Cheshire.
To mark this anniversary celebration, the guest speaker was Michael Eavis (also
known as Mr. Glastonbury) was invited and explained why this year’s Glastonbury
Festival won’t just feature mud and music – but the national importance of affordable
housing.
Ashton Pioneer Homes is pleased to announce that it has won the prestigious
Customer Service Excellence Award for 2008 beating off some stiff opposition from
companies across the UK.
The nominees for the Customer Service Excellence Award 2008 were;
1.
2.
3.
4.
Ashton Pioneer Homes, Manchester (Winner)
Gallion Housing Association, London
G & J Seddon Limited
David Maclean Homes
Ashton Pioneer Homes (APH) was the first real stock transfer organisation and is
now nearly 10 years old. APH has proved that the so called “sink” estates of the
Nineties, with the right management, resident involvement, customer focus and
investment can be turned around to places where people want to live and work. This
Housing Association now boasts almost 100% occupancy with empty property turn
around times of less than 3 weeks with a very healthy demand for its housing stock.
It achieved decent homes standard for all its properties in 2004 and has been
reported by HQN as one of the top 18 performing Housing Associations based on
Housing Corporation data.
Ashton Pioneer Homes prides itself on its accessibility to all its customers. Our
Office is located within a maximum 5 minute walk to all our tenants. Staff are on duty
24 hours, 365 days a year to respond to our customers needs. This involves
responding to customer demands outside of normal working hours such as dealing
with a nuisance complaint, cleaning or even taking rent payments at midnight if the
customer wishes.
APH was able to demonstrate that it sets precise, measurable and challenging
standards for its main services. These take account of local responsibilities as well
as national and statutory standards and targets.
Every month the whole of the organisation conducts an estate walk about and
inspection. Actions are noted and prioritised into one day, one week and one Month
actions. The staff inspections are reviewed at a Monthly team brief which again
involves every available staff member of the organisation.
The Chair of Ashton Pioneer Homes Board, Warren Bray says; “that without the
commitment, drive and enthusiasm of the staff and customers, Ashton Pioneer
Homes would not be the successful organisation it is today. I am very proud to be
the Chair of a company that puts customers at the heart of everything it does.”
For further information, please contact:
Peter Marland
Director of Housing
Ashton Pioneer Homes
Tony Berry
Chief Executive
Ashton Pioneer Homes
Peter Marland, and Tony Berry, are both available for interview – and can be
contacted on 0161 343 8128
Notes to Editors:
CUSTOMER SERVICE EXVCELLENCE AWARD CRITERIA
Evidence of a strong customer service record
How s the company ensures openness and ease of access to its
services
The company’s approach to monitoring and improving its customer
service operations
How well it measures customer satisfaction, and how is this used to
improve performance
Whether customer service improved over the last year
How diversity & sensitivity is handled
How the needs of vulnerable customers identified & managed
Ashton Pioneer Homes (APH) is an award-winning, not-for-profit organisation
with some 900 homes situated in the St. Peter's ward of Ashton-u-Lyne, close to
Ashton town centre and its facilities. Our mission is "Working together towards a
better place to live"
At APH, we work closely with our tenants to create sustainable communities with
excellent facilities, services and value for money. In our recent Tenant Satisfaction
Survey, 91% of our tenants agreed, and confirmed their satisfaction with the
accomodation we provide. We have also achieved two National Housing awards, as
well as reaching the national final in 2004. APH Vision
Ashton Pioneer Homes has an excellent track record of involving residents during
the process of making important decisions. Customer involvement is at the heart of
everything we do as an organisation. We recognise that it is an essential ingredient
for a quality housing service committed to continuous improvement. Our success
has proved people can make a difference. In 2007 Linda Fletcher an APH resident
won the Northern Tenant of the Year at the Regional Housing Excellence Awards.
APH Values
We will...
o Always listen to and promote the involvement of tenants, staff and our
partners and respond to suggestions or criticism
o Be committed to quality and to its continual improvement
o Conduct ourselves openly and honestly
o Be a Company you can trust
o Involve our tenants and be accountable to them and the local community
o Work to uphold and protect tenant’s rights
o Conduct ourselves in a caring and professional manner
o Enhance Board, tenant and staff training and development opportunities
o Ensure we offer and promote equality in service delivery, procurement and
employment
Ashton Pioneer Homes
Margaret House
Margaret Street
Ashton-U-Lyne
OL6 7TH
www.ashtonpioneerhomes.co.uk