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 company's Scottish region, the CSE accreditation recognises the high quality of service offered to customers and residents.

The accreditation comes after a year-long assessment process, which involved the appraisal of Lovell's customer care provision and communications. SGS, the certification body, met with a range of 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 centre of every UK firm. Not only is the CSE seen as a continuous improvement driver within organisations but also as a skills development tool.

Robert Sullivan, a senior CSE assessor, said: "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.

"Lovell's achievement is a real indication that the construction industry is changing and that house building is no longer just about bricks and mortar."

(CD/KMcA)