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Building Design Services

Charter Mark

What is Charter Mark?

Charter Mark is a Customer Service Award given to public services. The aim of the award is to improve the delivery of public services. Building Design Services were awarded Charter Mark status in April 2003.

Why apply for Charter Mark status?

There are five main reasons for applying:

1. To improve the level of service.
2. To get expert feedback
3. To get recognition
4. To improve staff morale
5. To help achieve good value

Further information on Charter Mark

If you'd like to learn more about Charter Mark you can visit the (External) Charter Mark website .

What does Charter Mark mean to our customers?

Above all else, being awarded Charter Mark status has ensured that we deliver an improved, customer focused service.

We now have:

A set of published Standards that the customer can keep us accountable to.
Increased the level of consultation with Tenants Groups, including Edinburgh Tenants Federation.
Agreed to consult Edinburgh Tenants Federation on a quarterly basis, this includes reporting our performance against our standards.
Increased the level and format of published material, making it to easier for customers to access our service, including those with special needs.
Publications go through rigorous tests to ensure they are accessible to everyone.
Offer more services to our customers.
Welcome complaints and suggestions, viewing them as the opportunity to increase customer satisfaction.
Internal procedures to ensure high levels of customer satisfaction are maintained and improved.
Offer choice where possible on projects.
Tell customers about our performance.

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