Bury Council Housing Services Joins the Institute of Customer Service for a Five-Year Partnership

We’re delighted to announce that Bury Housing has officially joined the Institute of Customer Service (ICS) on a five-year membership. This marks an exciting step forward in our commitment to delivering a great service to our residents and communities.

What is ICS?
The Institute of Customer Service is the UK’s independent professional body for customer experience. It helps organisations improve their performance by putting service excellence at the heart of what they do. As an ICS member, Bury Housing will gain access to:

• Expert research and insight into what customers and residents expect, and how we can respond.
• Benchmarking tools and service-standards frameworks to help measure and elevate our service.
• Networking, training and resources to embed a strong customer centric culture across the organisation.

What does this means for Bury Housing Services?

• We will use ICS tools to understand better what our residents really value, and how we can improve what we deliver.
• We will work to embed service excellence not just in our frontline teams, but across all functions, recognising that every part of the organisation affects the resident experience.
• We will align our goals around resident satisfaction, service reliability and community trust, ensuring we are recognised as an organisation that truly cares and performs.
• Over the next five years, we’ll be developing clear milestones and capitalising on ICS frameworks to help guide our progress and celebrate our successes.

What happens next?

• In the coming months you’ll hear more about what this membership means for your team and role.
• We will be launching our resident and people surveys on 2^nd February, which will help shape and define “excellent service” at Bury Housing. Look out for your survey. Please take the time to respond with all your valuable feedback.
• We will be looking to embed customer feedback, align performance around what matters and build a culture where we think service first, not as an after-thought.
• If you have ideas or want to get involved in this journey, whether through shaping how we measure service, helping share feedback or championing our commitment internally, we’d love to hear from you.

We are proud to make this investment in service excellence, and excited about what we will achieve together. With your support and involvement, we’ll continue to raise the bar for how we serve our residents and build a strong, trusted organisation for our communities.

Thank you for all you do every day to make a difference.