We have produced a Service Commitment leaflet explaining our
standards. Customer care standards are levels of service you can
expect when you contact us, these standards were agreed by groups
of our customers and staff.
Our Service Commitment covers how we will answer your phone calls,
emails and letters, and the information you can expect from
us.
To see a full copy of our Service Commitment,
click here.
It is also available in other formats (on audio tape, in Braille,
in large print, and in other languages) - please telephone the
Policy team on on 020 8150 4112 to request a copy.
Mystery shopping - how are you being served?
Mystery shopping is our approach to monitoring our customer service
and communications. We use an external agency to makes calls to
randomly chosen Genesis staff to see how we are meeting our service
standard. The mystery shoppers report back on how quickly calls are
answered, how polite Genesis staff are and whether we deal
satisfactorily with
queries.