Core business areas.
Housing
The housing team manages general needs housing ranging from bedsits to large family homes. The team is responsible for neighbourhood management and reducing antisocial behaviour. Over the next year they will be implementing a new customer service strategy and a resident services strategy. They will be working to establish different service offers for three resident segments
Supported Housing
Supported housing provides housing and support to our most vulnerable residents – older people and people with learning disabilities or mental health issues, enabling them to achieve maximum independence in their homes and daily lives. Over the next year they plan to develop and win new business, establish which personalised services can be offered and will work towards all the support schemes achieving Level B QAF rating.
Customer Accounts
The customer accounts team are responsible for maximising income collection, including rents and service charges from both residents and housing benefits. They aim to achieve top quartile performance in income collection and to fix the long-standing problems with service charge management.
Maintenance
The maintenance team carries out all repairs and maintenance work on our properties. This is an important area for residents. They are planning to achieve 85% overall resident satisfaction with the repairs service by March 2012. They will do this by carrying out a fundamental review of the existing service.
The Contact Centre
The contact centre is there for all residents to call and get their enquiry resolved as soon as possible. They plan to gain industry recognition and accreditation for service excellence and most importantly, rated as ‘excellent’ by our residents.
Customer Engagement
The customer engagement teams are new teams designed to help the organisation improve the level of customer service we provide. They will be managing complaints, resident engagement, including servicing the new regional committees, and will be a support to the rest of the organisation in developing resident-focused services. They will co-ordinate delivery of the Genesis Commitment
to our residents, including our 12 service standards which focus on what our residents have told us matter most to improve their satisfaction with Genesis.
Temporary Housing and Contract Management
This team specialises in management services for and on behalf of other landlords. The temporary housing team leases properties from private landlords and uses these as temporary accommodation for homeless families nominated by the local authority. The contracts team manages homes owned by local authorities.
In Temporary Housing they will focus our acquisition growth in East London to reflect changes in the market as a result of significant housing benefit restrictions on rent levels in central London and our traditional areas of operation. In Residential Management and Lettings they will build on the existing business and expertise to expand the market renting portfolio by exploring new opportunities with a variety of property owners.
Genesis Community
Genesis Community is Genesis’ charitable foundation. They work with residents to make a real difference through community programmes such as employment and training as well as social activities for young and older people. They will continue to integrate and embed the work of Genesis Community into the mainstream of Genesis Housing Association. They will also develop a financial inclusion programme across Genesis which is integrated into the customer accounts service.
Finance
Ensuring Genesis remains on a solid financial footing is a top priority for us and we all have a responsibility to achieve this. The finance team help us all to manage our finances and run our systems, corporate finance and investments.
The financial reporting team will complete the financial set-up for the new organisation and will ensure their service delivery reflects the needs of the business.
The Corporate Finance team will manage our relationships and negotiations with Funders, Valuation Surveyors and Solicitors for all our funding-related projects.
The Investment and Strategy team will continue to manage and interpret financial information relating to development and will support investment decision-making.
HR
The HR team is responsible for recruitment, employee engagement and learning and development. They will focus on delivering the culture change programme and implementing the three-year People Strategy.
Diversity and Inclusiveness
Ensuring Genesis is a diverse and inclusive organisation is a top priority. It is something that we are all responsible for. The focus is on identifying, understanding and meeting the diverse needs of residents in a way which eliminates discrimination and harassment.
ICT
ICT is a very important area for any organisation. The team is planning to improve and sustain high levels of service delivery and drive up customer satisfaction. They will embed a new telephone system which will allow more mobile and flexible working.
Communications & Public Affairs
The Communications & Public Affairs team is responsible for managing our reputation with external stakeholders such as the press and politicians. They
produce all resident communications such as the magazine and website, as well as internal communications including g magazine and genie.
Over the next year they are aiming to embed the new brand across the organisation, ensure residents and staff are more informed about what is happening and develop the new website further so residents can access more services online.
Business Excellence
Business Excellence is a new team that brings together policy, performance and quality. They are planning to support colleagues to become one of the top housing associations in the UK by working collaboratively, to improve processes and service consistency so that services meet the needs and aspirations of residents at an affordable price. They will also provide business analysis and resident feedback which will help us understand how we can drive down costs and increase resident satisfaction.