Our Performance
We are committed to delivering first class housing services that continually improve and exceed our customers’ expectations.
In order to achieve this, we measure performance across a wide range of services.
View our latest Customer Satisfaction results:
One Vision Housing carry out various surveys around the services we deliver to our customers to find out whether we have met your expectations and delivered a good level of service. The Customer Satisfaction results for the Repairs and Maintenance service, and Housing Support Service can be found below.
Key Performance Indicators
Our Key Performance indicators are made up of:
- Customer Care Charter – These are agreed with and reviewed by the tenants Service Review Group
- Board – These are Performance indicators that we share with our Board
The Below performance indicators show our performance at the end of Quarter 3 2024/25.
| ASB cases responded to within one working day | 100% |
| Enquiries responded to within 48 hours | 97.6% |
| Calls resolved at first point of contact | 94.3% |
| Overall satisfaction following contact with OVH | 91.2% |
| Rent collected as a % of rent due | 98.15% |
| Satisfaction with the lettings service | 90.4% |
| % hours lost due to sickness | 4.49% |
| Satisfaction with completed repair | 90.3% |
| Satisfaction with improvement works | 94.1% |
| Satisfaction with ASB handling | 92.6% |
| Rent lost due to empty homes | 0.44% |
Complaint performance indicators
| Satisfaction with the complaint process | 64.1% |
| Average number of days to resolve a complaint | 9.6 days |
| Personal contact made with stage one complainant | 87% |
For more information about our complaints process, please visit our complaints page.
Tenant Satisfaction Measures (TSMs)
For detailed information regarding our Tenant Satisfaction Measures, including how they work, participant selection, and to view our latest results, please visit here.
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Equality and Diversity
One Vision Housing produce an annual Equality and Diversity report, which summarises the current customer profile by equality strands for the services we deliver, it also includes customer satisfaction by equality strands and our staff profile. This report is published in approximately June/July of each financial year and contains the previous financial years data. OVH utilise Equality and Diversity information to help identify improvement measures and enhance our Customers Experience.
The latest report can be found via the link below:
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Customer Care Charter
We are committed to providing all of our customers with an efficient high quality service. We developed our Customer Care Charter after consulting with our involved customers.
To find out more, and to read our recent Customer Care Charter please see here.
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You Said, We Did!
We believe it’s important to act on customer feedback to improve the services we provide.
The information you give us about our services is shared with our managers and involved tenants to make sure we are learning and improving as a result of your feedback.
Take a look at some of the recent and previous improvements made as a result of your comments.
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Annual report 2023/24
One Vision Housing is proud to share its latest annual report for the 2023/24 financial year. This past year has been one of continued growth and commitment to providing high-quality, affordable housing for our customers.
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Value for Money
We aim to be a leading provider by delivering value for money and efficiently using resources, following our value for money strategy.
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The Better Social Housing Review
We’ve responded to the Better Social Housing Review’s recommendations, outlining our commitment to improving services for our customers.
- Certifications & Awards
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Environmental, social and governance
We strive to drive positive change within the housing sector, and our robust Environmental, Social and Governance (ESG) propositions play a vital role in setting our strategic direction.
We are proud to create a real impact for those living within our homes, the wider community, businesses across the region and the economy. Head to our ESG page to learn more.