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Charter Mark

 
The Charter Mark is the national standard of customer service excellence. It is designed to help organisations to focus on, and improve, the delivery of their service.

To win a Charter Mark, an organisation must show that it meets six customer-focused criteria. It must:

  • set standards and perform well
  • engage with its customers, partners and staff
  • be fair and accessible to everyone and promote choice
  • continuously develop and improve
  • use its resources effectively and imaginatively
  • help to improve opportunities and quality of life in the communities it serves.
Achievement of the standard is recognised by the right to display the prestigious Charter Mark logo.

Charter Mark for Participation Team

The Charter Mark was awarded to the Participation Team in 2007. The Greenwich team is believed to be the only team of its kind in London to receive this award.

The award was granted after inspectors spent a day with the team to gather evidence to see how the service it provides works with the community. The inspectors also took on board the views and opinions of the Council's customers - community representatives, tenants and leaseholders - who work closely with the team on a day to day basis.

To win the award, the Participation Team had to excel in six key areas: setting standards and performing well, being fair and accessible to everyone, using resources effectively and improving quality of life for the local communities.

The inspectors particularly praised the Council's training brochure and advice pack for starting a tenants association.

Charter Mark for GLLaB

Greenwich Local Labour and Business (GLLaB) was awarded the Charter Mark in 2002 and successfully retained the standard when reassessed in 2006.

GLLaB was set up by Greenwich Council in 1996 to maximise local job opportunities for residents, and business opportunities for local companies.

Since then it has placed over 7,000 people into work, and facilitated training for more than 7,200 Greenwich residents.

Find out more about GLLaB and how they can help you.

Charter Mark for Home Ownership Service

The Home Ownership Service was awarded the Charter Mark in April 2006 for the service it offers to leaseholders.

The Charter Mark was awarded for the enthusiasm and commitment shown by all staff from senior management to frontline support.

Find out more about leaseholder services.

Charter Mark for Housing Aid Centre

The Housing Aid Centre was the first section of the Council to be to be awarded a Charter Mark in 1998. It has been renewed every three years since then. We are the only Housing Aid Centre in the UK to be awarded a Charter Mark 3 times in succession.

The Housing Aid Centre gives housing advice to private tenants, Housing Association tenants, leaseholders and owner-occupiers. We also help homeless people find accommodation.

Customer care is at the centre of our service, and we have assisted other sections in their successful applications for Charter Mark status.

In the year April 2005 – March 2006, the Housing Aid Centre helped 318 clients remain in their homes, and generated over  £144,000.00 in income for clients.

Find out more about the Housing Aid Centre.

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