Delivering service excellence


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:

  • Through consultation with our customers and acting on feedback
  • 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
  • A programme of service improvement reviews , which look at one service in particular and make recommendations on improving the service
  • 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 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: 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