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Customer Service Excellence

We are really pleased to share with you the results of our recent Customer Service Excellence assessment at Community Links.

15 of our services participate annually in this rigorous quality audit which assesses our achievements and continuous improvement in five quality areas: Customer Insight, The Culture of the Organisation, Information and Access, Delivery & Timeliness and Quality of Service.

The assessment took place at several Community Links premises and consisted of a large body of submitted evidence and interviews which took place with employees, service users and external stakeholders.

We achieved compliance in all 57 areas, with 3 areas achieving Compliant Plus.cse graphic showing 57/57 compliant areas

Areas of Compliance Plus :

  • Identifying barriers to access and designing services to meet specific needs
  • Partnership working and the impact of this for service users
  • Empowering and encouraging our employees

A huge well done and thank you to all the services and service users who took part: Business Support, Changes, CL Training, CLEAR, Community Options, Connect Well, Finance, Dual Diagnosis, IAPT, Intermediate Hostels (Alex, Brigid & Octavia), Maltings, Rose Villa, WY-FI, Walker House & York Wellbeing.

It was great to hear such positive feedback from the assessor and we have already started to plan further developments to continue to build on our successes and ensure our services are ever adapting to meet the changing needs of our clients.

Here’s some of the feedback :

cse graphic featuring quotes from the assessment