We provide our customers with plenty of opportunities to get involved and help to shape, influence, and improve the services we deliver.
We understand that customers may wish to be involved in different ways, that’s why we offer low, medium, and high levels of customer involvement.
Members of our Customer Voice Group are involved in the creation of a number of documents produced by One Vision Housing, for example the customer newsletter, InVision, and Annual Reports. Customer feedback is utilised to make improvements to these documents. Policies and letters are also reviewed by customers.
An online survey has been added to One Vision Housing’s website, providing customers with an opportunity to provide feedback with an option to include contact details or be anonymous.
Customer satisfaction surveys are sent out following services, with a STAR (Survey of Tenants and Residents) conducted to obtain in depth feedback annually.
This Scrutiny Team is made up of customers and involves scrutinising and examining One Vision Housing’s services to ensure all customers are getting the best service. They also play an important role by contributing towards major decisions and are integral to the development of the business. They have key involvement in reviewing One Vision Housing’s Complaints Process and conduct reviews twice a year.
Service Review Group
Service Review Group (SRG) look in detail at One Vision Housing to help us shape, influence and improve the services we deliver. The SRG has approximately 10 to 12 members who meet every three months to talk about how we are performing and how we can improve across:
- Repairs and maintenance (day-to-day and voids)
- Compliance and specialist maintenance (communal cleaning, grounds maintenance, gas safety, home improvements, and aids and adaptations)
- Customers and neighbourhoods (community safety, customer access, income management, neighbourhood services and independent living)
Tenant Inspectors can be called in to inspect and review any area of the business that might need looking at and make recommendations on how to improve it. They work on a voluntary basis and provide our customer’s perspective on how One Vision Housing performs, what works well and what could be improved.
High-rise Living and Building Safety Group
The group’s aim is to establish and grow customer engagement around aspects of living in high-rise buildings, alongside building and fire safety. One Vision Housing work closely with the group to keep buildings safe and customers are involved in decision making, as well as methods selected to communicate safety information.