One Vision Housing
Customer Voice
Communal Area Refurbishment Project - November 2024
Background information
Following a combination of repair inspections and customer feedback, One Vision Housing's (OVH) Assets Team identified that existing flooring in some of OVH's low-rise blocks were proving difficult to clean fully. The type of flooring and its colour made it susceptible to visible markings, causing dissatisfaction among residents.
Customer satisfaction is paramount at OVH. When issues arise, it's important for us to quickly identify problems and implement solutions to improve our service offer. By actively listening to our customers, we are able to foster stronger relationships and enhance the customer's overall experience as a result.
About One Vision Housing
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
After reviewing customer feedback, OVH's Assets Team took a comprehensive approach to address customer issues, and ultimately brought together multiple teams across the organisation to develop practical solutions to improve customer satisfaction and maintain the property's condition.
To start, OVH's Housing Management and Reactive Repair teams reviewed customer surveys on communal cleaning and identified a specific number of dissatisfied blocks which would benefit from investment works.
Following this, OVH carried out a budget reforecast exercise in September 2024 whereby additional budget was identified to launch a pilot scheme in an effort to improve communal areas for blocks who reported dissatisfaction.
Works were issued to Sovini Property Services who carried out a six-week programme in partnership with Bogans Carpets. This involved a comprehensive overhaul of the communal area flooring across multiple low-rise blocks. The outdated flooring was replaced with a modern, durable alternative that aligns with the standards used in recently refurbished blocks.
This initiative aimed to assess whether this significant change would lead to a notable improvement in resident satisfaction with communal cleanliness.
Communal areas before refurbishment:
Outcomes
As a result of OVH's investment works, ten blocks benefited from a significant transformation with the replacement of their outdated flooring. The new easy-to-clean flooring dramatically reduced visible markings and enhanced the overall appearance of the communal areas. This upgrade has not only improved the visual appeal of the blocks but also made them easier to maintain, contributing to a cleaner and more pleasant living environment for residents.
Residents expressed their approval and gratitude for the new flooring and noted the positive impact of the improved surfaces on the overall cleanliness and appearance of the communal areas.
Customer feedback provides a crucial opportunity to enhance our customer service and improve communal living spaces. By actively addressing customer concerns, we were able to pinpoint areas needing improvement and implement necessary changes. This proactive approach strengthens resident satisfaction and helps to create a positive living environment, building trust between us and our customers.
Communal areas after refurbishment