One Vision Housing
Customer Voice
Neighbourhood Drop-in Sessions 24/25
Background information
The COVID-19 pandemic brought about a significant shift in working and living habits. Many people found themselves working remotely from home, and social interactions were greatly reduced. As businesses and individuals adapted to these changes, new ways of working and interacting emerged.
One notable change was the increased reliance on digital communication. Online meetings, video calls, and email became essential tools for staying connected. However, as we continue to adapt to our customers needs, it has became evident that there is an increased demand for face-to-face interactions.
In response to this feedback, we began exploring ways to adapt our services to better meet the needs of our customers. We recognised that there were certain situations where customers might prefer to speak to a member of staff in person, whether it was to discuss a complex issue or simply for reassurance.
To address this, we introduced neighbourhood drop-in sessions at various community centres across the Merseyside area. These sessions provided an opportunity for customers to connect with a member of our staff and discuss any tenancy-related queries they may have. From reporting repairs to addressing anti-social behaviour, our staff were on hand to provide support and assistance.
About One Vision Housing (OVH)
We are an award-winning housing provider offering high quality, affordable housing across Sefton, Liverpool, Wirral, Cheshire and West Lancashire. We currently manage over 13,000 homes across the region.
We provide a range of rental options from Rent to Buy and Private Rent, to commercial lettings of shops and social housing, creating equal opportunities for all. We were formed in October 2006, following a successful stock transfer from Sefton Council, and operate as a not-for-profit organisation, regulated by the Regulator of Social Housing.
As a member of The Sovini Group, One Vision Housing believes in providing good quality, affordable homes for rent and to buy, helping to create thriving and inclusive communities. We work closely with partner organisations to build a better future for our customers, supporting thousands of beneficiaries each year.
Externally recognised as a leading provider of homes and services, One Vision Housing is graded G1 for Governance and V1 for Viability by the Regulator of Social Housing.
Our approach
Our Customer Experience Team partnered with our Neighbourhoods Team to organise a week full of drop-in sessions at various locations to test how beneficial the sessions were to the residents. They also worked with the Group's Marketing Team and local community centres to help share information on the sessions with the wider community.
The sessions were designed to be informal and accessible, allowing residents to drop in without an appointment. Multiple team members were on hand to help answer queries and provide information on One Vision Housing.
During the week, we were able to visit the Netherton Park Neighbourhood Centre, Southport Community Centre and Polskie Merseyside where we offered Polish translations to those needing additional support.
Outcomes
During these sessions, we helped over 20 residents with tenancy and housing support. This initiative brought our services directly to our communities, making it easier for residents to get the help they needed. The sessions were an incredible success, benefiting tenants and residents alike by ensuring everyone felt heard and supported.
Customers had a variety of topics to discuss with us including outstanding repair work, rent account issues, anti-social behaviour and more. It was clear that these sessions were valuable to those in attendance.
As a result, our Neighbourhoods Team have chosen to continue to carry out our neighbourhood drop-in sessions on a monthly basis at four locations across Merseyside.
Case study - Customer A
Customer A was concerned as they didn’t want us to visit them in their home because they did not want their neighbours to see OVH visiting them. They said they needed support to pay their rent and also wanted to discuss an ongoing ASB case. In addition, they also discussed accessibility issues with OVH's Customer Voice Co-ordinator. After visiting OVH's Neighbourhood Drop-in Session, they said having a neutral venue has really helped them and exceeded their expectations for communicating with OVH.