Lets Recap!

Complaints Champions

Last month, our complaints champions assessed some stage 1 and 2 complaints, with sharp eyes and lots of questions. From spotting recurring issues to challenging outcomes, they have been holding the process to account and pushing for fairer, faster resolutions. Their work is not just to improve how complaints are handled, but they empower tenants to shape the system from the inside out!

Service Review Group

Our Service Review Group have been looking at the Customer Care Charters and speaking to the managers who’s service areas are under performing. From repairs to customer care, they have been testing, questioning and offering up honest feedback to make sure what’s promised is being delivered. Their hands on approach and sharp insights are helping us to spot gaps, celebrate what’s working, and re think what’s not. Thanks to their dedication, we’re not just improving services, we’re making them more responsive, respectful and rooted in real tenant experiences.

Spotlight on Rainbow Roofs!

Rainbow Roofs continues to be a vibrant hub of support, creativity and connection for LGBTQ+ tenants across our communities. Whether it is through peer led workshops, advocacy projects, or simply offering a safe space to be heard, Rainbow Roofs is helping tenants feel seen, valued and empowered. Their recent initiatives have sparked meaningful conversations around inclusion and well-being, and their presence is a powerful reminder that housing isn’t just about buildings, it’s about belonging.

Your Voice Matters: Join a group today

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:

Scrutiny Team

Dive deep into service issues, recommend improvements, and track progress.

Commitment: Over 3 hours per month (in person).

Service Review Group

Help us identify key areas for investigation by assessing performance data.

Commitment: 3 hours every three months (in person).

Policy and Strategy Group

Help develop important strategies and policies.

Commitment: 2 hours quarterly (every 3 months). Sessions held in-person and virtually.

Ready to make a difference? Email getinvolved@ovh.org.uk to register your interest today!

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!

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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.