customer service excellence accreditation retained at 24-month review

We are proud to confirm that Actes Trust has successfully retained Customer Service Excellence (CSE) accreditation following our independent 24-month review. The assessment, carried out in March 2026 by Centre for Assessment Ltd, recognises our continued commitment to delivering high-quality, customer-focused services across Tees Valley. We achieved full compliance across all five Customer Service Excellence criteria, with a number of areas awarded Compliance Plus - the highest standard within the framework.

A strong endorsement of our customer-focused approach
The assessor’s report highlighted our consistent focus on understanding the needs of the people we work with and using this insight to shape our services, while also recognising the role of our leadership in embedding a strong culture of continuous improvement and accountability across our work. That culture was clearly reflected in the dedication, skills and commitment of our staff and partners, with learners, service users and partners all speaking positively about the quality of support they receive and the way our teams work alongside them. Partners also spoke about the strength of the relationships they have built with us, alongside the openness and clarity with which projects are delivered and managed.

High Quality Project Delivery
The quality of our employability support was also praised. Advisors working with young people were recognised for providing high-quality guidance, including CV writing, interview preparation and access to work experience. This support was highlighted as playing a vital role in building confidence and helping young people move into employment or further training. The assessor spent time with people taking part in our digital inclusion courses who shared that they all felt that the two-day course had been an excellent introduction to the use of computers, smart phones and tablets. Overall, the assessment confirmed that our people-centred approach - led from the top and embedded throughout our organisation - is a key strength and central to the positive impact we continue to make.

Standout Youth Services

One of the standout Compliance Plus areas was Middlesbrough Youth Mutual (MYM) - a strategic partnership led by Actes Trust alongside Youth Focus North East, Linx Youth Project and The Junction Foundation. Through this partnership, over £1 million in National Lottery funding has been secured to support young people in some of Middlesbrough’s most deprived wards. In addition, Past, Present & Your Future was also recognised as an area of Compliance Plus, with the report highlighting the success of the course in supporting people with convictions into employment, education or training.

Listening, learning and improving
Customer feedback continues to play a central role in shaping our services. The assessment highlighted clear examples where feedback has directly led to service improvements, including changes to facilities and updates to the café menu in response to customer suggestions. Our website improvements were also praised for being easier to navigate and for providing clearer, more accessible information about our services, making it simpler for people to find the support they need.

Looking Ahead
With no areas of non-compliance and multiple examples of exceptional practice, the 24-month review confirms that we continue to deliver services of the highest quality for our communities. We now look ahead to the next stage of our Customer Service Excellence journey with confidence, knowing that our values, partnerships and commitment to the people we support remain at the heart of everything we do.