How we enhance our services through Making Every Contact Count

Published: 4/3/2025

At One Vision Housing we understand the importance of our customers contribution. Your insights and feedback are crucial in helping us deliver the most effective and responsive services possible. That’s why every interaction with you is significant – it allows us to provide the best possible care and support.

In order to help support landlords to know their customers better, the National Housing Federation (NHF) launched the “Make Every Contact Count” report. This discusses how Social Housing providers can use data to improve the quality of their customers’ homes and the support they receive.

The NHF’s “Make Every Contact Count” report has provided valuable insights for One Vision Housing (OVH). Insights such as areas where we can enhance our service delivery. We were also able to use the report as best practice to identify areas where we are meeting or exceeding expectations.

We engage with customers to identify, address and improve our services. Here are some keyways your contact makes a real difference:

Fair Access Surveys –These surveys involve direct engagement with customers to understand their specific needs. As well as identifying any barriers they may encounter in accessing our services.
Safeguarding – Robust safeguarding processes, including operative alerts and Property MOT inspections, proactively identify potential risks to residents and homes.
Stock Condition Survey – We contact and communicate clearly with customer regarding any Five-yearly stock condition surveys visits. Gaining access ensures the standards of the property.
Anti-Social Behaviour Risk Assessment – As part of this process, once ASB is reported we conduct a risk assessment with the victim. Helping us to agree an action plan with them which is used as a template to progress the case.

Discover more ways we need your contact for our services here!

The NHF’s “Make Every Contact Count” report has highlighted the importance of having accurate customer information. This information means housing providers can accurately assess support requirements, ensure equitable service delivery across all resident groups, and continuously refine their processes to better meet the diverse needs of their communities.

By working together, we can build stronger, more supportive communities for everyone.