One Vision Housing has achieved CCA Global Standard Accreditation for Customer Experience for the 16th consecutive year. This incredible milestone reflects our commitment to service excellence and is a testament to the professionalism, dedication, and customer-first mindset demonstrated across all areas of the business.

The recent accreditation process highlighted several key strengths:

* Positive and Supportive Culture – our colleague survey reinforced a culture built on collaboration, inclusivity, and friendliness – values that define who we are.
* Exceptional Service Outcomes – customer satisfaction stands at an impressive 98.3%, surpassing our 95% target, with a strong focus on resolving issues at first contact.
* Leadership Through Change – the implementation of our new Housing Management system showcased resilience and proactive communication, including IVR and website updates, alongside comprehensive training and team support.
* Commitment to Wellbeing – a wide range of wellbeing tools and initiatives were praised as a real credit to the Group, ensuring our people feel supported and valued.
* Governance and Readiness – our approach to complaints handling and regulatory preparedness demonstrates forward-thinking and robust governance.

Our Assessor spoke highly of how welcoming, open and well prepared everyone was throughout the assessment and reported no non-conformities or advisories, confirming the strength and consistency of our processes. The Customer Service Centre was described as the ‘hub of the business’, with clear progression routes and a strong structure following our new operating model.

Being accredited for 16 consecutive years is no small feat – it represents a sustained dedication to delivering exceptional experiences for both customers and colleagues. This achievement belongs to every member of staff, and we couldn’t be prouder.

Thank you to all who made this possible and congratulations to everyone involved, your hard work and passion make all the difference!