customer service excellence accreditation retained at 24-month review

We’re proud to share that we have successfully retained our Customer Service Excellence (CSE) accreditation following an 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 the Tees Valley. We achieved full compliance across all five Customer Service Excellence criteria, with several 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 that insight to shape and improve our services. It also recognised the role of our leadership in creating a strong culture of continuous improvement and accountability across everything we do. This culture is reflected in the dedication, skills and commitment of our staff and partners. Learners, service users and partners all spoke positively about the quality of support they receive and the way we work alongside them. Partners also highlighted the strength of the relationships we’ve built, along with the openness and clarity we bring to delivering projects.

High Quality Project Delivery

We were particularly pleased to see the quality of our employability support recognised. Our advisors were praised for providing high-quality guidance to young people – including help with CV writing, interview preparation and access to work experience. This support is making a real difference, helping young people build confidence and move into employment or further training.

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The assessor also spent time with people taking part in our digital inclusion courses. Participants shared how valuable the sessions had been, describing the two-day course as an excellent introduction to using computers, smartphones and tablets. Overall, the assessment confirmed that our people-centred approach - led from the top and embedded across our organisation - is a key strength and central to the impact we’re making.

Standout Youth Services

We’re especially proud that Middlesbrough Youth Mutual (MYM) was recognised as a Compliance Plus area. This strategic partnership, led by us alongside Youth Focus North East, Linx Youth Project and The Junction Foundation, has secured over £1 million in National Lottery funding to support young people in some of Middlesbrough’s most deprived wards.

Our Past, Present & Your Future programme was also highlighted as an area of exceptional practice, with the report recognising its success in supporting people with convictions into employment, education and training.

Listening, learning and improving

Listening to feedback continues to shape and strengthen our services. The assessment highlighted clear examples where customer insight has led directly to improvements – from changes to facilities to updates to our café menu. Our website was also praised for being easier to navigate and for providing clearer, more accessible information, 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, this review confirms that we are continuing to deliver high-quality services for our communities. We’re excited to build on this as we move into the next stage of our Customer Service Excellence journey - staying true to our values, strengthening our partnerships, and keeping the people we support at the heart of everything we do.