Our Performance
We want to understand the needs of our customers, so the feedback that we receive in customer surveys is very important to us.
Satisfaction survey results are reviewed at monthly performance meetings and customer feedback including any themes or trends are used to help inform and improve the services we provide to our customers.
If any issues are identified as a result of customer satisfaction then actions are developed and monitored to help to improve the service. We also review the results of the Tenant Satisfaction Measure (TSM) surveys as part of our monthly performance review meetings and at our quarterly Service Review Group meetings with our involved Customer Voice group.
View our latest performance:
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.
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. The latest report can be found via the link below:
STAR Survey
In previous years, we carried out a STAR Survey (of tenants and residents) which allowed us to compare our performance with previous years and against other organisations.
The primary aim of the survey was to measure satisfaction with services and identify areas where improvements can be made.
As of April 2023, the STAR survey has been incorporated within the Tenant Satisfaction Measures (TSM) Customer Perception Survey.
We will continue to use the survey results to benchmark our performance against other organisations within the housing sector and we will keep you informed about how we are performing and what actions we are taking to improve our services.
Results from the 2023/2024 Tenant Satisfaction Measures surveys can be found here.