What One Vision Housing has done to date so far

Customers sit at the heart of everything we do.  We believe that by providing meaningful opportunities for our customers to get involved with shaping and influencing our services, we will improve not only our organisation, but the customer experience as well.

• Customer access to services

  We’re committed to providing our customers with a wide range of high-quality, affordable homes that meet their needs. By promptly reporting issues, customers can help us maintain the quality of their home. To ensure a smooth experience, we’ve made it easy for customers to report repairs through multiple channels.
• Response times, appointments and acknowledgements

  In response to customer feedback, we continue to work on improving our communication and efficiency. We understand that our customers value respect and timely communication, so we do our best to ensure low wait times are achieved. We offer efficient customer service, with the large majority of queries resolved on the first call. We also use our customers’ preferred contact methods whenever possible. These changes are part of our ongoing commitment to providing exceptional service.

• Customer repairs job reminders

  Effective communication is key to a successful repairs service. Clear and timely communication helps build trust, and ensures that the customer feels involved and informed throughout the process. By respecting our customer’s time and maintaining high service standards, we build trust and create a positive experience.

• Completing repairs

  When performing repairs in a customer’s home, professionalism is essential. Recognising and addressing a customer’s specific needs, such as physical limitations, demonstrates empathy and respect. We are dedicated to providing a high quality repair service that exceeds customer expectations while preserving the integrity of their home. Respecting the customer’s property is paramount, treating everything with care to minimise disruption. By maintaining a professional and respectful demeanor, we strive to create a positive and satisfying experience for all our customers.

• Follow up works and appointments

  We do our best to try and complete a repair on our first visit. However, if a repair cannot be immediately resolved, we’ll provide a clear explanation of the reasons and outline any necessary follow-up actions. In situations where essential services, like winter heating, are affected, we prioritise customer well-being by providing emergency equipment as needed.

• Customer satisfaction and taking action when things go wrong

  Customer satisfaction is paramount at One Vision Housing. When things go wrong, it’s essential for us to identify problems quickly and establish a course of action to restore our customer’s trust. Encouraging customers to provide feedback after repairs are completed allows for valuable insights into their experience and helps identify areas for improvement. Additionally, providing clear escalation details empowers customers to raise concerns if necessary, ensuring that their voices are heard and their issues are resolved effectively.

• Property MOT

  OVH recognise that the condition of your home and those key components can change within a five-year period, which is why we have in 2024, introduced annual Property MOT surveys. These surveys are undertaken as part of the annual gas checks by Sovini Property Services. This data is then returned to OVH and analysed by the asset management team.

  These two surveys are important for OVH to plan for replacement of components and to ensure you’re home meets health and safety standards, so it is important for you to allow access for these surveys and to provide feedback to our surveyors on any concerns you may have with your property.

• Stock Condition Survey

  OVH carry out stock condition surveys on a five-year cycle, as part of this our surveyors will access the condition of key components within your home, and gather key information to allow us to assess energy performance and carry out health and safety checks.