Genesis Housing Association Residents Report 2013
Genesis Housing Association Residents Report 2013
Genesis Housing Association Residents Report 2013
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We will be open, helpful, polite and respectful<br />
Continued improvements: Repairs<br />
Our staff will be consistently<br />
polite, helpful and respectful<br />
Target<br />
90% of residents satisfied staff<br />
are polite and helpful<br />
How we did<br />
in 2012<br />
98.7%<br />
We have improved and met our target – we have put much<br />
more emphasis on staff training on customer care skills.<br />
We know that providing a quality repair service<br />
is important for our residents. This is why we<br />
have focused the past year on making major<br />
improvements to our repairs and maintenance<br />
service.<br />
We have recruited more staff to our repairs teams<br />
and drastically reduced the allocation of work to<br />
subcontractors in order to ensure we are offering<br />
you a consistent service. We have been working<br />
improve the diagnosis of your repair when you first<br />
call, so that we can increase the ability to fix your<br />
repair right, first time. We have also introduced<br />
SMS text options to let you know when our<br />
operative will arrive.<br />
We are pleased that these changes have been<br />
rewarding for our residents and there has been an<br />
increase in customer satisfaction.<br />
We will deal with complaints<br />
fairly and helpfully<br />
Target<br />
55% of residents satisfied<br />
with way complaints are<br />
handled<br />
How we did<br />
in 2012<br />
46.8%<br />
We have improved but not yet met our target – we have<br />
improved the quality of responses and a totally re-designed<br />
service is in the pipeline for <strong>2013</strong>.<br />
Most service standards will be<br />
measured by an independent<br />
organisation so you can rely on<br />
the accuracy of our reports<br />
Target<br />
Most service standards will be<br />
measured by an independent<br />
organisation<br />
69.2%<br />
We are continuing to meet this standard – so you can be<br />
sure the information we’re providing can be trusted.<br />
Moving into <strong>2013</strong><br />
we will continue to<br />
focus on improving the<br />
repairs service to you. We<br />
are making internal changes<br />
to processes and investing<br />
in new systems which will make<br />
it easier to diagnose, schedule and<br />
monitor your repair.<br />
8 <strong>Genesis</strong> <strong>Housing</strong> <strong>Association</strong> <strong>Residents</strong> <strong>Report</strong> <strong>2013</strong> <strong>Genesis</strong> <strong>Housing</strong> <strong>Association</strong> <strong>Residents</strong> <strong>Report</strong> <strong>2013</strong> 9
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