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Originally achieved in 2009, the Award is re-certified on an annual basis subject to passing a compliance audit. On 13 and 14 February 2019, Humberside Fire and Rescue Service were visited by an assessor for an annual review.

The Customer Service Excellence standard tests in great depth those areas that research has indicated are a priority for customers, with particular focus on the following criteria:

  • Customer Insight
  • The Culture of the Organisation
  • Information and Access
  • Delivery and Timeliness
  • Quality of Service

After speaking to the Deputy Chief Fire Officer, senior managers, front-line staff and support staff, as well as a range of partners and customers of the Service and reviewing documentary evidence in print, on the website and on social media, Mr Bob Mandy of SGS informed us that the Customer Service Excellence Award would be re-issued for another 12 months. There are seven areas of notable Good Practice and three areas of Compliance Plus which is assessed as exceptional good practice and relates our strength, breadth and value of partnership work, which includes Howdens Joinery, the ICC and our Falls Response team. His full report can be found below.

This reaffirms that the multitude of services we provide to our communities are efficient, effective, excellent, equitable and empowering – with the customer always at the heart of our public service provision.