Putting customers first
We are committed to providing top quality services to our
customers. We want our services to continuously improve so that
they remain customer-focused and provide value-for-money.
We are doing this in a number of different
ways:
Through
consultation with our customers and acting on
feedback. This could be through surveys or focus groups that we've
carried out, through meetings or conferences with customers and
elected representatives or through feedback from looking at
complaints that have been made.
By
making sure that our business plans have improving
our services at their heart.
We
have service improvement plans which set out how
we can improve each service. These are long-term plans which
customers are involved in agreeing.
A
programme of service improvement reviews, which
look at one service in particular (for example, anti-social
behaviour) and make recommendations on improving the service.
Consultation with customers plays a large part here too.
Our service commitment, which sets out minimum
standards of customer care that you can expect when you contact us.
Find out more about our service
commitment.
Our service standards, written in consultation
with our customers, clearly set out more challenging standards for
specific parts of the service we provide.
- To view our Reception service standards click
here.
- To view our Home Visits service standards click
here.
- To view our 'Service standards for you in your new home'
click
here.
- To view our Complaints service standards click
here.
- To view our New lettings service standards click
here.
- To view our Repairs service standards click
here.
- To view our Anti-Social Behaviour service standards click here.
- To view our Rent Collection service standards click
here.
Our service performance reports tell you how
we are performing against key service standards.
Please click on 'Performance
Results' to view our reports
We benchmark how well we're doing with other
housing organisations by comparing our services with theirs:
Through achieving customer service standards, such as
Charter Mark, which is a sign of having reached a
high level in customer service delivery, offering choice to
customers and promoting continuous improvement (www.cabinetoffice.gov.uk/chartermark).
Genesis Housing Group is regulated by the Housing Corporation and
the services that we provide will be inspected regularly. Pathmeads
was inspected in 2007 when the Audit Commission
assessed how effectively we are providing services and rated our
prospects for improvement. We were awarded 2 stars with promising
prospects of improvement.
If you have any comments or suggestions you would like to make
about our programme for putting customers first please contact the
Genesis Housing Group Policy and Communications Team on 020 8150
4112 or email info@ghg.org.uk
What to do if we fail to meet our service
standards:
- Telling your Housing Officer during one of your regular visits
- there is space on every visit form for your comments.
- Fill in a comments and suggestions form, available in Reception
Service at Olympic Office Centre.
- Submit comments or suggestions directly by clicking here
We will use all your comments - good and bad - to make sure we
get things right.
We will keep you up to date on our performance against these
standards by regular reports in Behind the Brickwork, on our
website and on our noticeboard at the Reception Service.
If you are still unhappy you can make a formal complaint. Full
details of our complaints procedure can be found in our tenants
information leaflet 'Making a
complaint'.