Government Standard for Customer Service Excellence 2012 – 2021

For the past nine years, the Customer Service Excellence (CSE) Award has been a driver of continuous improvement at TDS. It has helped us to create a first-class service in every aspect of what we do for landlords, agents, tenants and the wider PRS community.

As a result, customer service excellence has become embedded into the day-to-day culture at TDS, at every touchpoint across the organisation.

The CSE: No ordinary award

The CSE award is not achieved by application entry. Recognition can only be gained following a rigorous audit that assesses how well we continue to respond to challenging targets in several key areas of service.

From service delivery, timeliness, information and professionalism to staff attitude, customer insight, social responsibility, complaints, and first contact resolution, TDS has been benchmarked against a national framework of customer satisfaction and recognised as outstanding and exemplary to others.

Service excellence when our customers needed it most

We have never stopped striving to deliver an exceptional service to our customers, stakeholders and partners – even during the challenges of the 2020/21 pandemic. There was no downtime in service, even with the unforeseen move from office-based customer service to home-based and digital support.

Despite this, in 2021, all eight areas of the TDS customer service were praised by the Assessor, which is testament to the ongoing hard work of all our colleagues in securing the award. This is an incredible achievement and demonstrates that customer service excellence is at the very heart of TDS.

Our unparalleled service levels, friendliness and commitment to customers are just a few of the reasons why landlords and letting agents are continuing to join and stay with TDS.

If you aren’t a TDS customer yet and want to experience a better level of service, it’s easy to switch your deposits to our Custodial and Insured schemes. Join today

Customer Service Excellence