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Keeping children at the heart of St Christopher's

Customer Service Excellence

St Christopher’s has held the Customer Service Excellence Award since 2011, which recognises our commitment to providing high standards of care and support to children and young people.

What is the Customer Service Excellence Award?

Customer Service Excellence is a government-backed standard introduced to ensure services are efficient, effective, excellent, equitable and empowering, and designed with the customer in mind. This standard encourages organisations to make changes based on what customers want and need, thereby maintaining brilliant services across the country.

Assessors look into delivery, timeliness, information, professionalism and staff attitude, and how organisations use feedback to develop and improve.

Excellence in 2021

In 2021 we were delighted to receive ‘Compliance Plus’ commendations for three key measurements of excellence:


“We have made positive changes to services as a result of analysing customer experience, including improved customer journeys.”

As evidenced through:

“We have improved the range, content and quality of verbal, published and web-based information we provide to ensure it is relevant and meets the needs of customers.”

As evidenced through:

  • The A to Z of fostering social media campaign to recruit new foster carers.
  • The Impact Report 2021.
  • Young people’s guides.
  • Dashboard metrics to measure the health of projects and departments.
“Our performance in relation to timeliness and quality of service compares well with that of similar organisations.”

As evidenced through:

  • Our longer placement times.
  • Our high percentage of planned endings.
  • Strong educational achievements of young people.
  • Ofsted and Isle of Man inspection results.

Why it matters

St Christopher’s is committed to giving children and young people genuine opportunities to have their say on the issues they care about, develop new services to change their experience of care, and influence the organisation’s future. As our service users, their feedback helps us stay truly child-centred in our approach.

By working closely with our local authority partners and showing them how much we genuinely care, we can continue to create brighter futures for even more children and young people.


'This report is a glowing evaluation of all the services that make up St Christopher’s. Considering the global events of 2021, it would be easy for us to drop the ball – however, this report just proves how much our staff have stepped up and continued to excel in their care and support for young people.'

Chief Executive Jonathan Whalley