Springboard, as a member of the Genesis Housing Group, is
committed to keeping its reputation for providing responsive
services to its customers and for that reputation to grow.
One of the major ways we are doing this is through
delivering service excellence.
What does delivering service excellence
mean?
Put simply, to us it means that we are fully committed to
providing top quality services to our customers. We want our
services to continuously improve so that they remain
customer-focused and provide value-for-money. Our goals are to have
high levels of customer satisfaction and to be one of the best
performers when compared to other housing groups.
We are doing this in a number of different ways:
- Through consultation with our customers and acting
on feedback. This could be through surveys or focus groups that
we've carried out, through meetings or conferences with customers
and elected representatives or through feedback from looking at
complaints that have been made.
- By making sure that our business plans have improving our
services at their heart.
- We have service improvement plans which set out how we
can improve each service. These are long-term plans which customers
are involved in agreeing.
- A programme of service improvement reviews, which look at
one service in particular (for example, anti-social behaviour) and
make recommendations on improving the service. Consultation with
customers plays a large part here too.
- Our service
commitment, which sets out standards of customer
care that you can expect when you contact us. These standards
were set with customers and are regularly monitored by
mystery shoppers (people who pretend to be our customers) who
check to see that we are meeting the standards.
- We benchmark how well we're doing with other housing
organisations by comparing our services with theirs.
- Through achieving customer service standards, such as
Charter Mark, which is a sign of having reached a high level in
customer service delivery, offering choice to customers and
promoting continuous improvement www.cabinetoffice.gov.uk/chartermark
If you have any comments or suggestions you would like to make
about our programme for delivering service excellence please
contact the Genesis Housing Group Policy and Communications Team on
020 8150 4112 or e-mail info@ghg.org.uk