Individual Service Awards 2020/21

Highlights of awards received so far in 2020/21.


  • Service awards for 2020/21

Customer Service Excellence standard

The Council’s Contact and Support team were awarded the Customer Service Excellence standard for the third year in a row, following a rigorous assessment day.

Customer Service Excellence is a government-backed industry standard that tests in depth those areas that research has shown are a priority to customers, with a particular focus on delivery, timeliness, information, professionalism and staff attitude. Achieving the standard gives us formal recognition of our commitment to, and delivery of, customer service. This helps confirm to our residents, current and potential customers and staff both the quality of the service and the support they will receive should they contact Colchester Borough Council. February 2021.

Covid-19 support

The Council was ranked third best in the country for the distribution of Covid-19 Discretionary Business Support Grants, in data released by the Department for Business, Energy and Industrial Strategy. The data showed that Colchester had distributed 92% of the amount of Discretionary Grants allocated. January 2021

UK IT Industry Awards 2020

The Council’s Digital Access Support Team were finalists for Best Public Sector IT Project. The team supports local people to get online and use online services, ranging from 1:1 help for individuals to Fixed Digital Access Points across the borough. During COVID-19 they helped people access online health and wellbeing services, and created a Resident’s Contact pack and Community Support pack which were regularly updated with relevant information as the situation changed.
It was a real achievement to be in this national shortlist – fellow finalists included the Driver and Vehicle Standards Agency, the Department for Environment Food and Rural Affairs, and the Department for Work and Pensions, with the award going to HMRC. November 2020

Park Mark Plus - British Parking Association (BPA)

The Council’s Priory Street Car Park is only the second car park in the country to receive Park Mark Plus status. Building on the BPA’s Safer Parking scheme, the new Park Mark Plus award recognises only the highest-quality car parks. The award assesses a range of criteria, including services, operations, design and build. To qualify for the award, car park’s must already have the BPA’s Park Mark award and meet the Disability Parking Accreditation criteria. October 2020

Green Flag Awards

Castle Park, High Woods Country Park and Colchester’s Cemetery and Crematorium have received Green Flag Awards. Green Flags set a benchmark of standards for management and maintenance of publicly accessible urban and countryside parks, and they promote the community value of green spaces. As well as receiving its 18th Green Flag award, Castle Park has also once again been awarded Green Heritage Site status, which recognises its work to promote its historic surroundings. October 2020

National Federation of ALMOs – NFA Homelessness report / Best Practice Briefing

Colchester Borough Homes features as a case study of how “highly adaptable organisations have been able to shape their services on demand” and use their “Everybody in Covid response as an opportunity to form closer working relationships with other services and develop much closer and more effective partnership working. This approach has helped to sustain the emergency accommodation with successful pathways for move-on”. September 2020

LABC - East Anglia building excellence awards 2020

The Council and its partners had three entries shortlisted as finalists - Best Partnership with a Local Authority Building Control Team, LABC Construction Professional of the Year and Best Extension or Alteration to an Existing Dwelling. September 2020


Our Legal Services have been re-accredited against this Law Society standard. Lexcel is the Law Society's legal practice quality mark for excellence in legal practice management and excellence in client care. June 2020

GeoPlace Gold Performance Awards

These awards recognise best practice and outstanding address data management by local authorities who have consistently maintained the highest level of data quality. Land, property, street and address information is used to connect different services across the Council – giving communities and individuals a ‘property-level view’ of the services available to them. June 2020

Active Essex - one in a million award

Joanne Besant, Community Response Team Leader, received this for being a strong advocate for encouraging her Community Enabling colleagues to look after their mental health and wellbeing, by ensuring they were supported and active whilst at working at home during the pandemic. June 2020

British Parking Association (BPA)

Richard Walker, our Parking Partnership Manager has been re-elected, through a vote by its Council of representatives, as a Director (Local Authorities’ Representative) on the BPA Board. The Board develops strategy, oversees the objectives and management of the Association. April 2020

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