Customer Voice Newsletter – July 2025
Published: 2/7/2025
Samaritans: Always Here to Listen
Samaritans is a UK-based charity dedicated to providing emotional support to anyone in distress, struggling to cope, or at risk of suicide. Available 24 hours a day, 365 days a year, their trained volunteers offer a safe, confidential, and non-judgmental space to talk. Whether you’re facing a crisis or simply need someone to listen, Samaritans are there for you.
Contact Samaritans anytime, free of charge:
116 123 | jo@samaritans.org | www.samaritans.org
Celebrating Success!
Over the past 12 months, Customer Voice has proudly welcomed more than 200 new involved customers, a fantastic milestone! Even more exciting, our newsletter now reaches over 450 subscribers, and the number keeps growing.
We’re delighted to see more and more customers getting involved, whether it’s joining a group in person or online, completing a survey, or simply sharing your thoughts via email. Every voice matters, and we love hearing from you!
| Lets Recap!
Complaints Group On 4th June, we were delighted to host our Complaints Group at the Brunswick Youth and Community Centre, following on from our recent training. During the session, tenants reviewed real life examples of customer complaints and the correspondence sent by OVH staff once those complaints had been resolved. The feedback was overwhelmingly positive. One of our newly recruited customers, Denise shared: “It was my first session, I really enjoyed it. It was great to see how complaints are handled and resolved and I’m looking forward to the next one.”
Policy and Strategy Review Group Launch We were overjoyed to see so many new faces at the launch of our new Policy and Strategy Review Group on 5th June! During the session, John Rice, Strategic Regulatory Compliance Manager, led a valuable consultation with customers, gathering feedback on the design and delivery of our Equality, Diversity & Inclusion Strategy. Meanwhile, Lee Haugh, our Building Safety and Compliance Manager consulted Customers on our High-Rise Building Safety Strategy. We also welcomed Jenny Cureton, Group Director of Finance, who engaged with customers to gain insights and advice on our approach to Business Stress Testing.
Get Involved and Make a Difference! Want to help shape your community and improve services for everyone? We’re looking for passionate tenants to join our customer groups! No experience needed – we provide all training. Here’s how you can get involved: Dive deep into service issues, recommend improvements, and track progress.
Service Review Group Help us identify key areas for investigation by assessing performance data
Policy and Strategy Group Help develop important strategies and policies
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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 Customer Voice meetings
- Scrutiny (complaints) – Wednesday 9th July 1pm-3pm, – The Brunswick Youth and Community Centre
- Service Review Group – Monday 4th August 12pm-3pm, – The Hub (SPS Boardroom)
- Complaints Champion Group – Tuesday 5th August 12pm-2pm, – The Brunswick Youth and Community Centre
- Tenant Inspections – Throughout the month
Want to have your say and shape our services? We’d love for you to join us! Simply email getinvolved@ovh.org.uk. And don’t worry about getting here – if transport’s an issue, we can help with travel to and from our groups.
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:
St John & James Church and Community Centre
St John & James Church and Community Centre, 71 Bailey Drive, Bootle, L20 6EX
First Tuesday of each month 11am – 2pm
We’re currently reviewing venues in your local area, so keep an eye out for new drop-in sessions!
Help us, help you!
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
Get social with us!
Want to be the first to know? Make sure you’re following us on social media for all the latest news, important
updates, and heartwarming good news stories from our communities!
Facebook | Instagram | Linkedin
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.