Springboard, as a member of the Genesis Housing Group, are
committed to maintaining and keeping our reputation for providing
responsive services to our 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, it means we are fully committed to providing top
quality services to our customers.
How we aim to achieve this:
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Through consultation with our customers and acting on
feedback
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By making sure that our business plans have improving
our services at their heart
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We have service improvement plans which set out how we
can improve each service
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A programme of service improvement reviews , which look
at one service in particular and make recommendations on improving
the service
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Our service
commitment, which sets out standards of customer
care that you can expect when you contact
us.
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These standards were set with customers and are
regularly monitored by mystery shoppers who check
to see that we are meeting the standards.
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We benchmark how well we're doing with other housing
organisations by comparing our services with theirs
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Through achieving customer service standards, such as
Charter Mark , which is a sign of having reached a high
level in customer service delivery:
www.cabinetoffice.gov.uk/chartermark
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.
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