We’re excited to share the latest news from One Vision Housing’s Customer Voice team, and upcoming opportunities for you to get involved and share your feedback.

Upcoming Involvement Opportunities

• Tenant Inspector Health and Safety Training – 16^th April – 1pm-3.30pm, for more information register your interest today!
• Equality, Diversity and Inclusion Group – 30^th April 12pm – 2.30pm, Mill Spring Court, Park Street, L20 3SE

Keep up to date with our involvement opportunities, register your interest by emailing getinvolved@ovh.org.uk to keep updated with the latest opportunities.

Interested in joining but facing transport issues? Reach out to us today, and we’ll assist with your travel needs to and from our groups!

Alcohol Awareness Month

Did you know: Drinkline is the national alcohol helpline. If you’re worried about your own or someone else’s drinking, you can call their free helpline in complete confidence. Call 0300 123 1110 (weekdays 9am to 8pm, weekends 11am to 4pm).

For more information on local alcohol services, please visit here. 

April Awakening: Renew Your Energy and Embrace Growth

• Autism Awareness Day – 2^nd April
• World Art Day – 15^th April
• Easter – 20^th April
• World Day for Health and Safety at Work – 28^th April

Service Review Group: We’re Recruiting!

We’re thrilled to announce that we’re recruiting customers to join our Service Review Group. Do you have a keen interest in performance and an eye for detail? Our Service Review Group plays a crucial role in identifying the topics that our Scrutiny Panel should investigate. As a member, you’ll assess and discuss our performance data, highlighting areas of concern for the Scrutiny Panel to explore further. Get involved and help us improve our services!

Need to report a repair?

You can do this on “My Account” by visiting https://ovh.org.uk/ alternatively, please contact our friendly Customer Service Centre on 0300 365 1111 and a member of our team will be happy to help you.

Complaint Champion Training

On 18^th March, we had a fantastic afternoon training our new Customer Complaint Champions. Our Champions will be instrumental in reviewing customer complaints, offering valuable feedback, and supporting customers through the formal complaint process.

Following the session, attendees completed feedback forms, and we were thrilled to receive some wonderful comments about the training.

“Going forward, it should be a very interesting group to be part of, there a lot to take in at the minute but it will get easier.”

“The girls were lovely, the meeting was very informative in understanding the procedure of the complaint.”

.Are you interested in hearing more about becoming a Complaint Champion? Get in contact today!

Scrutiny

On 19th March, we had a fantastic afternoon with our Scrutiny Team at Punchbowl. Together, we reviewed the progress achieved so far, outlined our current direction, and explored the next steps for Customer Voice, all while enjoying a lovely meal.

It was incredibly encouraging to receive such positive feedback from the team, who highlighted the significant and positive impact on our service offer. Meetings like these serve as a powerful reminder of the essential work we do, and the vital contributions made by our dedicated customers!

We’re Recruiting Scrutiny Members! Want to get involved? Register your interest by emailing us at getinvolved@ovh.org.uk.

Celebrating World Day for Health and Safety at Work!

Spotlight on Lee Haugh – Building Safety and Compliance Manager

At One Vision Housing, we prioritise Health and Safety in all that we do, ensuring our residents and communities are well-protected. Our Building Safety and Compliance Manager, Lee Haugh, plays a pivotal role in this mission.

Here’s what Lee shared about his journey:

“I joined Sovini in 2012 as a Health and Safety Officer. Over time, as the team expanded, I became the H&S Team Leader and later progressed to H&S Manager. I eventually transitioned to the role of Building and Fire Safety Manager, which was later combined with overseeing the Compliance team. This led to my current position as Building Safety and Compliance Manager.

Each of these roles has come with the shared responsibility of safeguarding both people and properties. Managing the safety of a wide variety of property types is a tremendous responsibility, but I’m fortunate to have a dedicated and efficient team who work tirelessly every day to protect our residents and properties. This responsibility is something I take to heart, and my team and I take immense pride in ensuring the safety of our customers and communities.”

You can hear more about our commitment to Home Safety by visiting our website. 

We are thrilled to collaborate with our local community centres and value the positive social impact these relationships bring to our customers.

Community Spotlight on The Breckfield Centre!

Why not join the BNENC at their Health Café for a cuppa and a chat? Located at Breckfield Road North, Liverpool, L5 6PT, the Health Café welcomes everyone to discuss topics such as mental well-being, healthy eating, lung health, skills and learning, food and bills, and even making new friendships! That’s not all—a free hot meal and refreshments are provided.

The Health Café will be open from 10am – 2pm on the following dates:

• 16th April
• 7th May
• 28th May
• 18th June
• 2nd July
• 23rd July

It’s competition time! 

We invite our Juniors to draw a picture of their home and share what they love about it. Encourage your children or grandchildren to participate for a chance to win a £30 Love2Shop Voucher. That’s not all, the artist will receive a prize packed with arts and crafts materials. The winning artwork will be showcased on our One Vision Housing website and will be featured in our next newsletter!

Our Commitment to Equality, Diversity and Inclusion

At OVH, equality, diversity, and inclusion are central to our work. Over the last six months, our “Fair Access to Services” project gathered valuable insights from vulnerable customers, allowing us to improve service accessibility. Here are some “You said, we did!” highlights:

• Improved Access for Non-Online Customers: Responding to 29% of customers facing online access issues, we’ve introduced a posted, printable newsletter and the ReciteMe web accessibility tool (offering customisation, screen reader support, and translation).
• Promoting Service Awareness: Following customer requests for more information, our monthly newsletter now features a range of helpful services.
• Supporting Customers in Hardship: We provided 76 Christmas Eve boxes to families, community centres, and charities.
• Tailored Communication for Non-Native English Speakers: For the 7.1% of customers for whom English isn’t their first language, we now use translation services for all interactions and record preferred contact methods.

This is ongoing. Join our quarterly EDI Groups to share your experiences and ideas – the next meeting is 30th April. Email getinvolved@ovh.org.uk to sign up!

Upcoming neighbourhood drop-in sessions

If you have a tenancy related queries and want to speak to a member of our Neighbourhood Services Team in person, then please feel free to visit one of our drop-in sessions for assistance. Whether you need to chat to someone about your rent account, anti-social behaviour, or you just need to report a repair, we’re here to help.

Take a look at our upcoming sessions:
Halle’s Hub
Halle’s Hub, 43 Ford Ln, Ford, Litherland, Liverpool L21 0HG
First Wednesday of every month11am – 2pm

We’re currently reviewing venues in your local area, so keep an eye out for new drop-in sessions!

Complaints, Compliments & Suggestions

We value customer feedback as a vital tool for improvement. By listening to our customers’ concerns and suggestions, we can identify areas where we need to improve and make changes to enhance the overall experience. We want to make it easy for customers to share their feedback, whether it’s a complaint, suggestion, or compliment. By doing so, we can continue to provide high-quality housing and support services.

If you have a complaint, compliment or suggestion, visit our website here to let us know. Alternatively, contact us on 0300 365 1111 or email enquiries@ovh.org.uk

Customer Voice – Star of the Month!

Meet Alice, one of our newly involved customers who has truly hit the ground running with her commitment to enhancing our services. From the moment she joined us, Alice has shown passion for making a difference in our community.

Alice recently completed her training to become a Tenant Inspector—a role that demonstrates her dedication to improving the living experience for all our customers. Over the past few months, she has actively participated in many of our diverse Customer Voice sessions, sharing her thoughtful insights and valuable suggestions.

Not only that, but Alice has also emerged as a strong advocate for our High-Rise customers, attending our High-Rise Safety meetings and lending her voice to ensure the unique needs of this community are addressed.

Alice, your positive impact has not gone unnoticed. Thank you for your incredible contributions, we are so fortunate to have you on board

If you’re new to Customer Voice and unsure on how you can get involved, visit our website to find out more on the various groups and panels you can join.