Melton Borough Council

Double award celebration

Published Friday, 18th December 2015

Melton Borough Council has been awarded the Cabinet Office’s prestigious Customer Service Excellence (CSE) Standard as well as retaining its Investors in People (IIP) accreditation.

External assessors visited the Council in October and undertook discussions with staff, partners, Councilors and customers to access performance against the criteria for both the CSE and IIP standards. The Council has held the IIP award since 2005 award.  This is the first time the Council has been assessed against the CSE standard for customer service delivery.
To achieve the CSE award, the Council was required to show compliance across five key service areas and was tested against 57 assessment criteria. The assessor reviewed all evidence provided, spoke with 40 staff in different roles, observed customer service in action in reception and in the call center, visited Me and My Learning at Phoenix House and spoke with a range of key customers and stakeholders.

The assessors report included comments:
“There is strong commitment to putting the customer at the heart of the service delivery and the senior leadership team actively support and advocate for the customer.”
“The Council have truly embraced partnership working with the aim of providing a one stop shop to support customers deal with specific issues.”
“MBC have created a great business community which engages town center owners and managers to contribute to the development of the town to attract customers including visitors to the town.”

The report also highlighted four areas where the Council goes above and beyond the requirements of the standard which were :
• Commitment to putting the customer at the heart of service delivery
• Making arrangements with other providers and partners to offer and supply coordinated services demonstrating benefits for the customer
• Developed coordinated working arrangements with partners that ensure customers have clear lines of accountability for quality of service
• Interacted within wider communities and demonstrated ways these communities are supported.

Lynn Aisbett, Chief Executive at Melton Borough Council said:
“Strong customer service is vitally important to enable us to carry out the Councils vision of enhancing the quality of life for our residents and achieving a sustainable, prosperous and vibrant community. Our commitment to continuous improvement has resulted in this accolade and I am very pleased this has been recognised and proud of all the staff who contributed to this success.  The results of this assessment also shows further areas we can improve on so we can continue to strive to improve our customer service.”

Byron Rhodes, Leader of the Council said:
“Achieving the Customer Service Excellence Standard is a real endorsement of the Councils commitment to excellent service delivery. I congratulate the staff across all the partnerships in Melton who deliver our services and have contributed to this success.”


For more information please contact:

Name: Sarah-Jane O’Connor,
Melton Borough Council
Telephone: 01664 502460