At Mears, we aim to make a difference to people and communities through the work we do every day.
And so, we are delighted to announce that Mears has been recognised for our commitment by retaining the TPAS contractor accreditation for the 5th consecutive time.
TPAS is the organisation which represents tenants and works to drive up standards on their behalf. Their accreditations help businesses like ours shape services to meet the needs of tenants and customers.
We first gained the accreditation in 2006 and have been successfully reassessed every three years since then.
This time, we were commended in the following areas:
- The Change Club continues to encourage residents to internally challenge their service standards and performance.
- The Red Thread approach, seen as the DNA of the organisation, ensures that staff live and breathe the key Mears Group policies and standards in the delivery of the day to day service.
- The active support to all branches from national customer success staff ensures consistency to be able to measure performance and share/develop good practice across branches.
- The use of journey maps in training really helps to look at issues that can happen in the day-to day-service delivery and teases out actions that will improve service delivery.
TPAS hopes to use our processes as case studies of good practice to guide and motivate other contractors to consider more ways of encouraging residents to challenge and influence their services to improve and increase customer relations, involvement and customer care.
Gillian McLaren, TPAS National Consultancy Manager said:
“A big congratulations to Mears for being awarded the TPAS Contractor accreditation for a further three years. The internal assessment panel were extremely impressed with the work you are doing and the good practice that has come out of this process. The assessment panel have not made any changes to the overall assessment – good practice or recommendations – so a big ‘well done’ to you all at Mears.”
Gary Jackson, Group Director of Communications & Customer Success, said:
“We are delighted to be awarded the TPAS Contractor Accreditation for the fifth time. At Mears, our tenants are at the heart of our business and we continually look for ways to improve our performance. To be rewarded for our achievements and recognised for the work we do putting our tenants first is fantastic news.”
Congratulations to all of you who work hard to support our customers every day and particular thanks to East Durham and Rotherham branches for hosting the TPAS branch visits.