Charter Mark - Service with a smile

Rkdia, Drum's supported housing scheme in Horndean, was singled out Rkdia, Drum's supported housing scheme in Horndean, was singled out for praise and has helped the local housing association achieve the coveted Charter Mark standard. The assessment team stated that they were "particularly impressed" with the scheme that provides supported housing for 12 young people aged 16-25.

Charter Mark is the Government's national standard for excellence in customer service and is administrated by the Cabinet Office.  Organisations who receive public funding can apply for Charter Mark to demonstrate that they achieved a high standard of service excellence.

In their report, the Charter Mark assessors highlighted fourteen areas of good practice across the services provided by Drum.  They stated that these areas were "just a few of many" examples of good customer service.

Andrew Cobb, Drum's Chief Executive said "Charter Mark reflects the culture of our organisation of working in partnership with other agencies and the wider community to improve customer service for the benefit of everyone".
 
Drum has set out their stall as a housing association committed to the Housing Corporations guidelines for sustainability. Their approach considers the economic, social and environmental impact of their actions as substantial property landlords and constructors. The strategy will see Drum's already considerable commitment to sustainable housing become a core foundation of the organisation.

Drum Chief Executive, Andrew Cobb, talked about Drum’s intention to take the Efficiency Agenda – the challenge set by the Treasury to keep costs down but raise standards - very seriously indeed, reminding the audience that the sector had faced many challenges in the past and risen to them.

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