One Vision Housing
Relationship of Equals - Staff Training Case Study 24/25
Background information
The Housing Ombudsman's 'Relationship Of Equals' report highlights the important role effective communication has in creating positive relationships between landlords and residents.
The report identifies three key themes that frequently arise from complaints: communication issues, staff behaviour, and bias/prejudice/discrimination by the landlord. Insensitivity, dismissiveness, and an accusatory tone are primary areas of concern, which can lead to allegations of discrimination and unfair treatment.
While meeting legal requirements is essential, it should not be the landlord's only goal as they must go beyond compliance to create a supportive and respectful environment for residents.
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.
Staff training
The Housing Ombudsman has focused on staff training as part of their 'Relationship Of Equals' report. They have advised that landlords should introduce minimum staff training requirements such as Dementia Friends, customer care, mental health, learning disabilities, and sight and hearing loss to improve communication with residents.
Our approach
Staff training on vulnerabilities in housing is crucial for ensuring the safety and well-being of customers. By understanding the various vulnerabilities that customers may face, staff can provide more tailored support and assistance. This includes identifying and addressing potential risks such as physical hazards, financial difficulties, and emotional distress. Additionally, well-trained staff can recognise signs of abuse or exploitation, enabling them to intervene promptly and effectively. Ultimately, investing in staff training on vulnerabilities can lead to improved customer satisfaction, reduced risks, and a more supportive housing environment.
Our Learning & Development Team have dedicated themselves to finding a variety of training options for staff to undertake. Through our robust eLearning platform, MyLearning, we are now offering a multitude of training programmes including a mental health awareness course which was completed by all staff in 2024. As part of the mental health awareness course, staff were able to develop a better awareness of mental health conditions, dementia, and learning disabilities.
To further support the various needs of our customers, OVH has arranged Dementia Friends training for mid-January 2025. Colleagues attending this training will gain a better understanding of dementia and how best to assist customers living with this condition. We are also exploring training options to support colleagues in effectively assisting customers with sight or hearing loss.
Further disability awareness programmes are also being investigated as additional professional development programmes. This will equip our teams with the knowledge and skills to:
- Understand the diverse needs of customers with disabilities.
- Provide inclusive and accessible customer service.
- Communicate effectively with customers with disabilities.
- Create a welcoming and supportive environment for all customers.
By continuously investing in disability awareness training, we aim to ensure that all our customers feel valued and receive the best possible service.