Genesis Housing Association Residents Report 2013

We will keep you informed
We will get back to you
when we say we will
Target
90% of back office messages
receive a response within 3
working days
How we did
in 2012
93.3%
We have exceeded our target – our staff are working harder to
provide a more reliable response.
We will provide services right first time
We will resolve call enquiries
when you first contact us
Target
70% of contact centre calls
resolved at first point of
contact
How we did
in 2012
76.7%
We have exceeded our target – more customers are satisfied that
we have improved our call handling.
We will let you know
in advance if we’re
running late or early
Target
90% of residents satisfied
they’re updated when we’re
running late
How we did
in 2012
18.3%
We will provide our service
in a way that recognises that
your time is valuable
Target
How we did
in 2012
80% of residents satisfied
repair service is convenient 83.4%
We are well off target but working hard to improve. We have
undertaken consultation with residents to better understand
what’s going wrong, and we are introducing new systems in
2013 to keep our customers updated.
We have exceeded our target – because more repairs are
provided by our in-house Genesis team we’re better able to
deliver a service that’s convenient for you.
When it’s a complicated
matter we will keep you
regularly updated
Target
70% of residents satisfied
they’re updated for the
duration of the problem
How we did
in 2012
63.0%
We will complete repairs right
first time
Target
70% of residents satisfied
repairs completed right
first time
How we did
in 2012
70.4%
We are off target but working hard to improve – we are
improving the quality of case management and hope to
achieve service accreditation in 2013.
We have exceeded our target – our in-house Genesis team
works to a tighter quality assurance system.
6 Genesis Housing Association Residents Report 2013 Genesis Housing Association Residents Report 2013 7