Pictured from left to right: Gregor Booth, Operations Director; Tanya Domingo, Customer Services Assistant; Lenore Suddon, Housing Services Manager; Stephanie Bell (WorldHost Trainer – Borders College); David Allen (Director of Scotland – People 1st); Margaret Ross, Chief Executive; Craig Matear, IT Assistant; Linda Borthwick, Finance Officer; Joyce Wright, Executive Assistant
The first organisation in the Scottish Borders and first registered social landlord in the UK to achieve Worldhost Recognised Business status accreditation, Waverley Housing continues to benefit from the internationally renowned ‘WorldHost’ training completed by all frontline staff last year.
Delivered by Borders College, the training focused on the basic principles of great customer service and the importance of courtesy, friendliness, good listening and communication skills. The rewards are improved customer feedback with 92% of tenants satisfied with the overall service provided by Waverley Housing compared to 78% in the previous year of the annual tenant survey.
In recognition of Waverley’s commitment to delivering excellent customer service, David Allen, Director of Scotland for People 1st Training, presented a plaque to Waverley as a WorldHost Recognised Business. On receiving the recognition, Margaret Ross, Chief Executive, commented, “We are passionate about delivering good customer service and this award demonstrates our commitment and also promotes Waverley as a friendly and helpful organisation. We are proud to have achieved WorldHost Recognised Business status”.
