Lovell is celebrating being the first construction firm in the UK to be awarded the prestigious Customer Service Excellence (CSE) standard by the Cabinet Office.

Awarded to the company's Scottish region, the CSE accreditation recognises the high quality of service offered to customers and residents.

The accreditation comes after a year-long assessment process, which involved the appraisal of Lovell's customer care provision and communications. SGS, the certification body, met with a range of tenants and existing clients during the assessment process to fully understand every aspect of the business.

The cabinet office introduced the CSE in 2008 with the aim of putting customers at the centre of every UK firm. Not only is the CSE seen as a continuous improvement driver within organisations but also as a skills development tool.


Robert Sullivan, a senior CSE assessor, said: "Lovell in Scotland should be proud of its achievement, which highlights the strong customer focus of the organisation. The process of preparing for the assessment added significant value, and Lovell came across as an organisation that listens to its partners and customers as well as going the extra mile in identifying and exceeding their expectations.

"Lovell's achievement is a real indication that the construction industry is changing and that house building is no longer just about bricks and mortar."

Commenting on achieving the CSE Standard, Lovell regional director Alan Taylor said: "We are really proud to be the first construction company in the UK to have achieved this standard. Customers are at the heart of what we do and it is this approach, combined with the hard work of our employees, that has helped us win the award."

Stewart Davenport, managing director at Lovell, comments: "The CSE standard is something we will work towards in every region. We have already set the ball in motion to roll the accreditation process out across the whole business and are confident it will add to the success of our organisation."

(GK)