Lovell achieves UK construction first

Lovell is celebrating being the first construction firm in the UK to be awarded the prestigious Customer Service Excellence (CSE) standard by the Cabinet Office. Awarded to the Scottish region, the CSE recognises the high quality of service offered to customers and residents.

The accreditation comes after a rigourous year-long assessment process whereby Lovell looked at every aspect of its customer care provision and communications. SGS, the certification body, met with a range of Lovell's current tenants and existing clients during the assessment process to fully understand every aspect of the business.

The Cabinet Office introduced the CSE in 2008 with the aim of putting customers at the heart of every UK firm. Not only is the CSE seen as  continuous improvement driver within organisations but also as a skills development tool.

Robert Sullivan, a senior CSE assessor says: "Lovell in Scotland should be proud of its achievement, which highlights the strong customer focus of the organisation. The process of preparing for the assessment added significant value, and Lovell came across as an organisation that listens to its partners and customers as well as going the extra mile in identifying and exceeding their expectations."

Commenting on achieving the CSE Standard, Lovell regional director, Alan Taylor says: "We are really proud to be the first construction company in the UK to have achieved this standard. Customers are at the heart of what we do and it is this approach combined with the hard work of our employees that has helped us win the award."