Customer Service Excellence, annual assessment results

We are pleased to announce that Sapphire has been recommended to retain its Customer Services Excellence (CSE) following a reassessment in November.

This year our CSE assessor, Derek Trawber, visited out Hertfordshire services, to meet our residents and find out more about our services there. The agenda for the day was packed full of activities and meetings with staff, residents and partnering services at both Hepburn court and Townsend House.

Thank you to all our residents who attended the day and helped to make it such a success. With special thanks to Mary and Robert who made the effort to travel from Kilburn and Westminster to take part in the day activities.

Over the next few weeks we will be reviewing feedback from the day to help us continue to develop and improve our services and processes. Part of this improvement will be our continued consultation and resident involvement initiatives, such as mystery shopping, consultation panels and focus groups. If you would like to get involved in any of these intiatives please contact

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