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 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.
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:
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.
For a summary of the results from the STAR Survey itself, which includes the themes and outcomes from the customer feedback, please see here for more information.
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.
Read our recent Customer Care Charter update here.
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.
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.