Genesis Housing Association Residents Report 2013

Complaints
Staying informed
During the course of 2012 we have made improvements to the quality
and speed of response from our complaints service. In the final quarter
of 2012, customer satisfaction with the complaints handling service
increased to 55.6%. However, we recognise that we have a long way
to go to achieve a standard that is comparable with the best of service
sector organisations. We have consulted with our customers who have
made complaints and plan to introduce a re-designed service in June
2013 based on our customers’ priorities for improvement:, which are:
• More focus on liaison with customers to resolve complaints
at the earliest possible stage
• Better quality complaints handling
• A quicker process
• More focus on learning lessons to ensure
we’re not making the same mistake twice
It is important that all our residents are kept up to date with information
about our services, how to contact us and the opportunities we provide.
We use a range of communication tools to keep you informed. The
resident magazine contains news stories about specific events and
achievements, to give you a wider view of Genesis as an organisation.
For more specific issues we send leaflets, flyers, letters and posters to
residents.
Over the coming year we will be working to improve the way we
communicate with you and the way you can interact with us.
We are currently developing our website to enable you
to easily use online services such as paying your rent,
or report and track repairs. We are also introducing
a live chat feature so you can talk directly
to staff online.
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