Shape OVH’s Future: Join Our Strategy Collaboration Group

We value authenticity, and we’re taking action to ensure we’re living up to our promises by asking for your help in shaping our future. Join our new Strategy Collaboration Group. As a member of this group, you’ll play a vital part in helping to hold us accountable by examining our performance and strategic direction. The Strategy Collaboration Group will also help support OVH with the development of our strategies, including our Customer Voice Strategy, those relating to Neighbourhoods and Assets, and our overall Strategic Plan. This group will meet quarterly with the first meeting scheduled for April/May.

Quarterly Complaints Update

We’re committed to providing the best customer experience, and that means taking all feedback seriously. We regularly survey customers who have made a complaint to ensure we’re meeting expectations, using the insights gained to refine our processes and training and ultimately improve our service.

Through these surveys we were able to establish that while overall satisfaction with complaints has seen some fluctuation, satisfaction with both the Investigating Officer and the outcome of complaints has shown positive trends. We are continuing our efforts to reach our target satisfaction levels in these areas.

We were also able to implement some improvements with our day-to-day repairs service (urgent and routine maintenance), which had generated a high number of complaints, primarily due to delays and communication breakdowns. To address these issues and improve customer satisfaction, OVH collaborated with Sovini Property Services (SPS) to implement a range of measures, including enhanced staff training and improved communication methods.

Find out more on our website here.

Join Our Complaints Panel!

We’re looking for dedicated individuals to join our Complaints Panel and help us improve our services. As a Complaint Auditor, you’ll play a vital role in reviewing customer complaints to help us improve our service offer. This is a fantastic opportunity to make a real difference in how we address concerns and enhance our customer experience.

An in-person training session is being arranged for March, so please register your interest as soon as possible. As a thank you for attending the training session, we’ll provide a £20 Love2Shop voucher upon completion of the training session.

Customer Training and Skills Hub

Are you looking to learn, develop or enhance a skill area?

We are committed to helping our customers and employees thrive. We offer a wide range of resources, training and career opportunities to empower individuals. Whether they’re seeking to enhance existing skills, acquire new ones, or explore new career paths.

Visit our website to find out more.

Warm Welcome: Local Community Spaces

With rising energy costs, you may be finding it difficult to stay warm this winter. Thankfully, there are resources available to help.

Warm hubs are community spaces offering a warm and welcoming environment where people can go to escape the cold. These spaces often provide:

• Heat and refreshments: A warm place to sit, with hot drinks and snacks available.
• Social interaction: Opportunities to connect with others and build community.
• Support and advice: Access to information and guidance on energy efficiency, financial assistance, and other relevant topics.

Find your nearest warm hub here.

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

Low-Rise Living Group

We’re still recruiting for our low-rise living group, so if you live in a flat and want to chat, let us know. Meetings will either be in person or virtually every few months and will give you the opportunity to chat about all things low-rise living. We’ll discuss a variety of topics from communal safety and grounds maintenance to anti-social behaviour and more. Don’t miss your chance to be heard!

Free Membership Benefits with Tpas!

Tpas are England’s leading tenant engagement experts. One Vision Housing have been long-standing members of Tpas because we believe that engaging and involving our customers will help us find solutions to improve services, save money and bring lasting change to communities.

Tpas offer a range of training opportunities and regional network events with other tenants, and as customer of One Vision Housing, you can register for free!

Register your details today to access the Tpas website. You will also get the latest housing involvement news straight to your email inbox.

Visit the Tpas website here to find out more.

Neighbourhood Drop-In Sessions

If you have a tenancy related query 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, ASB, or you just need to report a repair, we’re here to help.

Seacombe Children’s Centre         

Seacombe Children’s Centre, St Paul’s Rd, Wallasey CH44 7AN

First Tuesday of Each Month 11am – 2pm

Halle’s Hub                                   

Halle’s Hub, 43 Ford Ln, Ford, Litherland, Liverpool L21 0HG

First Wednesday of each month 11am – 2pm

Woodvale Community Centre                        

Woodvale Community Centre, Meadow Ln, Southport PR8 3RS

First Thursday of each month 12pm – 3pm

Upcoming Days of Action

Our Neighbourhoods team will be carrying out Days of Action in communities across the Liverpool City Region to help tackle ASB and improve the local environment. Contact us to find out more on how you can get involved.

 4^th March – Elswick Road / Pilling Close / Presell Close – Southport

Customer Voice Star of the Month!

Beryl Hall

We’re thrilled to announce our Customer Voice Star of the Month: Beryl Hall! Since joining OVH just over a year ago, Beryl has become an invaluable part of our Customer Voice Team, consistently championing the needs of her community and helping us improve our services.

Beryl’s dedication to advocating for others is truly inspiring. She’s a passionate voice for her community, always ready to share her insights and experiences to help us better understand and serve our customers. Her contributions have been instrumental in shaping our initiatives and ensuring we’re meeting the diverse needs of the people we serve.

As part of our Community Development Fund Panel, Beryl helps us to decide which local groups and organisations will receive funding, directly impacting the well-being of her community. And that’s not all! Beryl also lends her expertise to our Service Review Group, where she helps us monitor our performance figures and hold us accountable for delivering on our promises.

Beryl is a shining example of how customer voices can drive meaningful change, and we’re incredibly grateful for her dedication and contributions. Congratulations, Beryl, on being our well-deserved Customer Voice Star of the Month!