Customer Care Charter

One Vision Housing (OVH) is committed to providing all our customers with an efficient, high quality service.  We developed our Customer Care Charter after consulting with our involved tenants. 

The Customer Care Charter gives a commitment to:

  • Provide excellent customer care (as evidenced through our satisfaction surveys)
  • We will be authentic, and do what we say we are going to do (as evidenced through our STAR Survey)
  • Answer your telephone call within 60 seconds
  • We will respond to your enquiry within target times (next day for phone calls, and 10 working days for letters & e-mails)
  • Acknowledge your complaint or suggestion within 2 working days

Follow the links, to the right, to see how OVH are performing against our Customer Care Charter. Alternatively, please see the graphs below for the most up to date information:

Overall % satisfaction with services

% of OVH customers who agree we do what we say we are going to do


Average wait for telephone calls to be answered

% of enquiries answered within target times

Complaints – 2 day  acknowledgement target met