Case studies
Discover how we’re building stronger neighbourhoods through meaningful stakeholder engagement, impactful days of action, and ensuring our customer voice is heard.
2025/26
Customer and Stakeholder Engagement
Understanding Our Customers - Mid-year report
This report looks into customer feedback from April to September 2025/26, using customer satisfaction surveys to understand both their experiences and their overall perception of our services. By listening carefully to what customers tell us across all service areas, we're gathering crucial insights to shape our decisions, improve our quality, and strengthen their trust in us.
Customer Journey Mapping - Independent Living
Discover the real customer experience of the Independent Living Service through a Customer Journey Mapping exercise focusing on user thoughts and feelings from application to completion. The full report reveals customer perceptions and pinpoints crucial steps for improving service quality and consistency.
Follow up to dissatisfaction
One Vision Housing (OVH) is actively addressing tenant dissatisfaction identified through Tenant Satisfaction Measure (TSM) survey feedback, focusing on repairs, complaints handling, and communal area maintenance. The Customer Experience Team launched a project to contact dissatisfied tenants, gauge any service perception changes, and drive effective service improvements.
Customer Journey Mapping – Complaints
Community Development Fund Panel
Customer Journey Mapping – Outcomes for Customers
Netherton Neighbourhood Fun Fest
Neighbourhood Drop-in Sessions
High-Rise Building Safety Group July 2024
Better Social Housing Review – Recommendation Three
OVH Customer Voice – Scrutiny Review 23_24 Tenant Satisfaction and Void Lettings
Sovini’s BIG Community Christmas
YKids Bootle Literacy Festival