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.

In order to ensure the best outcome, we meet regularly with our customers to consult with them on every aspect of our repairs service from reporting a repair, to the actual repair being carried out and any additional follow up works required.

• Partnerships

  To benchmark our practices against industry standards, we collaborated with another housing association Regenda Homes. During this partnership we brought together customers from each housing association to discuss the recommendation and find out what they wanted from their repairs service.

• 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 successful customer home service repairs. 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 can build a trusting 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.