We know that how we communicate with residents is a vital
part of delivering services to customers. So we have developed the
Service Commitment which applies to all Genesis customers,
including Springboard tenants.
This sets out the standards that staff are expected to follow in
terms of, for example, answering telephones, calling people back
when they have left messages or answering queries politely and
fully.
Download a copy of the service
commitment (pdf, 319Kb)
The service commitment also available in other formats (on audio
tape, in Braille, in large print, and in other languages). Please
email info@springboardha.org.uk or telephone
us on 020 8475 0033 to request a copy.
Mystery shopping - how are you being
served?
We have adopted a new approach to monitoring our customer
service and communications. This is mystery shopping, where an
external agency makes calls to randomly chosen Springboard staff to
see if staff are meeting our service standard. The mystery shoppers
report back on how quickly calls are answered, how polite
Springboard staff are and whether we deal satisfactorily with
queries. Results are promising and show the progress we are
making towards delivering good customer service.
Become a mystery shopper
We also train our tenants and leaseholders to become mystery
shoppers. They test our services by phoning us or visiting our
offices. We offer a small payment in vouchers to residents who do
this, along with some independent training and support. Every
tenant and leaseholder is welcome to apply. Want to know
more?
If you have any ideas or comments, or would like to get involved,
please email us at info@springboardha.org.uk