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London Borough of Sutton has established a Charter Mark implementation team: CHARMIT within the Housing and Regeneration Unit, to help enable their commitment to continuous improvement.
CHARMIT (The Charter Mark Implementation Team) was formed to progress and achieve Housing and Regeneration's initial application for the Charter Mark standard in 2002. Since this time the group have been retained and evolved into a staff sounding board for policy and staff issues. During 2005 the team worked together on the Charter Mark re-application and achieved successful certification in November.
CHARMIT are a diverse group that include staff from a variety of services and grade levels who have volunteered to come together on a regular basis to discuss and contribute ideas to improve services and drive forward the Councils commitment to continuous improvement. The groups' main focus is to ensure ongoing improvements within our day to day working practices; driving forward to meet the rigorous Charter Mark standard. This imaginative and effective initiative for involving staff ensures ownership of the improvement ethos within Housing and Regeneration.
The team have organised staff focus group meetings; held information sharing sessions in the form of coffee and croissant' mornings, have facilitated question and answer sessions with the Senior Management Team and have helped to set up and run the past two annual staff conferences.
Through staff and customer consultation the team have devised and implemented the following customer service improvement initiatives: Regular review of customer service standards
CHARMIT members work as team players when necessary, but are always ready to give their individual input to ensure standards and working practices are maintained to an excellent standard, in readiness for future Charter Mark assessments.