Sutherland is committed to
providing excellent customer care, we have produced a Service
Commitment leaflet explaining the standards you can expect when you
contact us.
Groups of our customers and staff agreed these standards last
year. The Service Commitment covers how we will answer your phone
calls, emails and letters, and the information you can expect from
us.
To see a full copy of our Service Commitment, Click here. It
is also available in other formats (on audio tape, in Braille,
in large print, and in other languages) - please contact us if you would like one of these, or
please call 020 8150 4112.
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 Genesis staff to see if staff
are meeting our service standard. The mystery shoppers report back
on how quickly calls are answered, how polite Genesis staff are and
whether we deal satisfactorily with queries.
Results are promising and show the progress we are making towards
delivering good customer service. And to keep us on our toes,
mystery shopping is carried out quarterly.
"Very helpful", one mystery shopper commented. "Pleasant
manner", said another.
Click here to
see results from our recent mystery shopping.
Who wants to be 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?
Please contact us
Charter Mark success!
We were thrilled to recently achieve the Charter Mark standard.
Charter Mark is the government's national standard for excellence
in customer service.
Our assessment for Charter Mark looked at how well Genesis meets
the standards we set and how far we engaged customers in developing
services. The Charter Mark inspectors were also interested in
evidence of fairness, and found that we made a contribution to the
quality of life in the communities where we work. For more
information about Charter Mark, you can visit their website
www.cabinetoffice.gov.uk/chartermark
.
If you have any ideas, comments or suggestions about our services,
then please contact us.