Genesis Housing Association Residents Report 2013

This annual resident report is designed to share with you our achievements
and areas of improvement, as a business, throughout 2012. The statistics
discussed are published quarterly, with this report focusing on the most
current results available as at December 2012.
For your convenience the information contained in this report is available
on our website www.genesisha.org.uk.
We would like to thank those all residents involved with the
Resident Scrutiny Panel and Regional Committees who have
worked with us throughout the year to review performance
and ensure that our improvement efforts are focused on
what matters most to our customers.
We work hard to continually improve our
services for our residents. The Genesis
Commitment is made up of 12 standards
that we aim to achieve. These are based on
what our customers have told us are their top
priorities for improvement.
The Genesis Board, Executive Team, Resident
Scrutiny Panel and Regional Committees have
been reviewing our performance in achieving
the standards throughout the year. In the
following pages we set out the results of our
work.
The Genesis Commitment
The Resident Scrutiny Panel is currently
working with us to refine the standards for
2013-14 to ensure there is a continual focus on
what matters most to our customers.
We will provide services you can rely on
It will be easy to get through
when you contact us
Target
75% of residents are satisfied
it is easy to get through
When we’ve made an
appointment to visit you, we
will arrive on time
Target
How we did
in 2012
77.9%
We have exceeded our target – we have put in place more
customer service officers to answer your calls and customer
satisfaction has increased by 5%.
Target
Maximum 6% calls to contact
centre abandoned
90% of residents satisfied
their appointment is kept 87.4%
We will aim to ensure you’re
satisfied with the quality of
the repairs
Target
4.3%
We have exceeded our target – we have stabilised access to the
service and it’s consistently easier to get through.
How we did
in 2012
We have improved but not yet met our target – we have
introduced text messaging to remind you about repair
appointments and this has made a big improvement.
How we did
in 2012
80% of residents satisfied with
the quality of their repair 77.6%
We have improved but not yet met our target – we have
re-branded our repairs service to Genesis and far more
repairs are carried out by our own staff.
4 Genesis Housing Association Residents Report 2013 Genesis Housing Association Residents Report 2013 5