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Customer service – a journey of improvement
from Annual Report
72.3%
FIRST CALL RESOLUTION Customer Service – a journey of improvement
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We know that in previous years, our customer service was not as good as it should have been. We have worked hard to put that right and make sure that our customers can expect that Genesis will do our best for them and their homes. Of course, we know we will never get everything right – and mistakes will be made. However, we continue to work with The Leadership Factor, an independent surveying company, to ask our customers about the service they have been provided with and how they feel about the homes and services they receive from us. That is vital – it means we can learn from where we went wrong and build on where we are doing well. And crucially, it means the voice of our customers shapes what we do directly. Our improvement programme continues to focus on the reliability, consistency and helpfulness of our staff – were customers able to report a repair quickly and via the contact channel convenient to them? Was the repair explained accurately and carried out quickly and in line with expectations? Was communication between Genesis and the customer informative and helpful? We invested significantly in our repairs programme in 2016/17 – much of our stock is older than that of many other housing associations and requires investment to ensure it is to the standard our customers want and which we expect. Sometimes, the level of investment required to get properties to that position simply does not make economic sense and that is when we consider whether or not we should dispose of a property and re-invest the proceeds for new housing or repairs investment elsewhere.