Genesis Housing Group is committed to keeping our reputation for
providing responsive services to our customers and for that
reputation to grow.
One of the major ways we are doing this is through
delivering service excellence. Our goals are to
have high levels of customer satisfaction and to be one of the best
performers when compared to other housing groups.
We are doing this in a number of different ways:
• Through consultation with our customers and
acting on feedback.
• 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.
• Our service commitment, which sets out standards
of customer care that you can expect when you contact us. These
standards were set with customers and are regularly monitored by
mystery shoppers (people who pretend to be our customers) who check
to see that we are meeting the standards.
• 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.
Genesis Housing Group is regulated by the Housing Corporation and
the services that we provide will be inspected regularly.