Genesis Housing Association Residents Report 2013

Improving customer services
Providing consistently good customer service is a key part of
the improvements we have been making. We are currently in
the final stages of the contact centre’s three year improvement
plan. According to responses from our resident survey the
changes are starting to make a big difference.
This year satisfaction with call enquiries being
resolved first time reached 78%, an impressive
increase from 50% the previous year. Call
abandonment rates are at just 5%, while
satisfaction with us getting back to
you when we say we will (97.3%) is at
its highest ever and our contact
centre staff being polite and
helpful (99%) has shown
strong improvement.
Improving access
We have been working hard to make it as easy as possible for you to contact us.
Although you can still contact Genesis in traditional ways, such as visiting our offices,
there are now a variety of other options you can use to access services, making the
process easier and more convenient.
Call 033 3000 3000
Email contact@genesisha.org.uk
Visit www.genesisha.org.uk
The Contact Centre now has a single phone
number which is charged the same as dialling
a local landline number, regardless if you are
calling from home or a mobile. We are open
from 8am - 6pm Monday - Friday and 24hrs
for reporting an emergency repair or anti
social behaviour.
Residents can now make rent or service
charge debit card payments over the phone
via the contact centre.
We now offer call backs if you have to wait
more than two minutes to be answered,
saving you time and money. We also record
all calls so we can develop our staff to deliver
an even better service to our customers.
You can now contact your property manager
via the contact centre, ensuring that you get
a timely response and so we can monitor the
progress of your enquiry. You can pay your
rent, enquire about your account, get general
information and advice as well as report a
repair and anti social behaviour. You can also
register a compliment or make a complaint.
In the next few months we will be introducing
web chat so you can speak to our customer
service advisors online, making it easier,
cheaper and more convenient to contact us.
We have reduced call waiting times to
an average of 25 seconds.
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