One Vision Housing
Customer Voice
Value For Money Strategic Review - June 2024
Background information
One Vision Housing (OVH) is committed to providing exceptional value for every pound invested. Since our establishment in 2006, we have consistently aimed to be a leading housing provider renowned for delivering outstanding value to our customers. Our strategic approach focuses on maximising the impact of every resource, ensuring that our services exceed customer expectations. Value for Money (VFM) is integrated into every aspect of our service planning and delivery, ensuring it directly contributes to our organisational objectives.
Through the collaboration and innovation of our people, from colleagues to customers, we have developed a robust strategic plan to achieve value for money and excellence in the services we offer across the following objectives:
- Maximising our social value
- Best use of our assets and resources
- Collaboration through self-discovery
- Regulatory compliance and customer involvement
- Maximising opportunities through procurement
- Excellent performance and customer satisfaction
Our Approach
At One Vision Housing, our customers sit at the heart of everything we do. We believe that by actively involving customers in shaping our services, we can create stronger partnerships and deliver an exceptional customer experience.
As part of this, we brought together a group of customers to assess our current VFM strategy. This session provided an opportunity for customers to share their views and suggest improvements.
Outcomes
The review generated questions across multiple areas and, in response to the feedback received, the following actions were implemented:
TSM's - Customers advised that it was unclear if the satisfaction results were positive or negative. As a result, we have now included a column to specify satisfied and dissatisfied.
Group Partners - Customers were unclear what internal stakeholders referred to in the document. As a result, this has now changed to Internal Group Partners.
Social Value - Customers requested ongoing updates on social value information and data. As a result, the Customer Experience team will be looking at ways to include this information at future meetings and communications.