One Vision Housing
Customer Voice
Better Social Housing Review Case Study - 23/24
Background information
In the wake of tragic events like the Grenfell Tower fire and the death of Awaab Ishak, the housing sector has faced intense scrutiny. This has prompted the government to mandate higher service standards. The Better Social Housing Review was set up by the National Housing Federation and Chartered Institute of Housing to examine issues relating to the quality of social housing and improve the sector as a whole.
In the review there are seven key recommendations, the third of which focuses on how housing associations should partner with tenants, contractors and frontline staff to develop and apply new standards defining what an excellent maintenance and repairs process looks like.
This recommendation has been proposed due to widespread and growing concerns around how housing associations manage the maintenance and repair of their housing stock and respond to tenants' concerns and complaints. It is the responsibility of each housing association to ask tenants, frontline staff and contractors to work together to review how the organisation deals with maintenance and repairs. New standards, developed in partnership, will guide performance evaluation and help to create an annual plan for continuous improvement.
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
Customers sit at the heart of everything we do. By empowering them to shape our services, we foster a stronger partnership that drives mutual success. 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 met 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.
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 feedback
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 with the average wait time on the phone being 2 minutes and 47 seconds. We offer efficient customer service, with 93% 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.
Job reminders
Effective communication is crucial when conducting service repairs in a customer's home. Clear and timely communication helps build trust, and ensures that the customer feels involved and informed throughout the process. By respecting the customer's time and maintaining high service standards, operatives can create a positive experience for the customer.
Completing repairs
When carrying out repairs in a customer's home, it's essential to operate with professionalism at all times. Recognising and responding to a customer's vulnerabilities, such as physical limitations, demonstrates empathy and respect. We are committed to providing a high-quality repair service that not only meets the customer's expectations but also maintains the quality of their home. Respecting the customer's home and belongings is paramount, treating everything with care and minimising disruption. We believe that by acting professionally and maintaining a respectful demeanour, we can create a positive and satisfying experience for our customers.
Follow up works and appointments
We do our best to try and complete a repair on our first visit. However, when a repair cannot be completed, it is crucial to provide customers with a clear explanation of the reasons why and provide information on any necessary follow-up actions. In cases where a customer will be left without essential services, such as heating in the winter, it is our responsibility to ensure the customer is left with emergency equipment to ensure their well-being.
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.
Thank you!
We extend our sincere gratitude to our dedicated customers for their continued support and participation in shaping our repair services. Your invaluable feedback has been instrumental in refining our processes and ensuring that our customers have access to safe, secure, and high-quality homes. We are committed to using your insights to continually improve our services and create a more positive experience for all.