Link Housing became the first community housing provider in Australia to win the Customer Service Project of the Year Award for its Mystery Shopper Program at the Customer Services Institute’s Australian Service Excellence Awards 2016.
The prestigious accolade was awarded in Melbourne on Wednesday 26th October, with Link Housing also making up the ranks of finalists for the Customer Service Organisation of the Year Award. Andrew McAnulty, Link Housing CEO, said, “This is an awesome initiative, which has generated training and jobs for tenants with a focus on improved customer service. This is the first project in Australia that utilises their own tenants to mystery shop the services of their housing provider.”
Delivered in collaboration with NSW Department of Family and Community Services, the Mystery Shopper Program involved tenants assessing and reviewing the effectiveness of processes and customer satisfaction. The program has earned long-term employment for some tenants and motivated others towards further education.
Lance Carden, NSW FACS Director Customer Service and Business Improvement, said, “The collaboration between FACS, Link Housing and our tenants has been driven by a desire to create real tenant engagement and long-term service improvements.”
Link Housing describes the drivers of its customer service strategy as: leadership, innovation and a customer-centric approach to all its services and operations. Earlier this year, Link Housing added another first to their tally, becoming the first community housing provider in Australia to be certified to the International Customer Service Standard ICSS: 2015-2020.
Link Housing is one of the oldest not-for-profit community housing providers in New South Wales, managing over 1,400 homes with over 2,500 customers across Northern and Metropolitan Sydney. Link works with clients along every step of the journey – from placing tenants into new homes through to managing sustainable tenancy outcomes.