One Vision Housing
Customer Voice
People & Learning Strategy - Case Study (July 2024)
Background information
Over the past few months our People & Learning Team have been working on refreshing the Group's People and Learning Strategy. As part of this, they wanted to reach out to our involved customers to get their feedback on the strategy and a new code of conduct which they are hoping to implement. Our involved customers provide invaluable insights which can help to improve the effectiveness of our services, enabling us to identify areas for improvement and ensure that our operations align with the expectations and needs of our customers.
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.
This aligns with the Regulator for Social Housing's plans to introduce a Competency and Conduct Standard. By ensuring that our code of conduct is grounded in real-world experiences and reflects the expectations of our customers, we can demonstrate our commitment to ethical practices and position ourselves as a leader in the sector.
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
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.
Customer feedback plays a vital role in developing a robust Code of Conduct. By understanding the experiences and perspectives of our residents, we can identify potential misconduct or unethical behaviour and take proactive measures to prevent and address such issues.
Customer feedback
Training
The Sovini Group offers a variety of training programmes from mandatory training like customer service and cyber security which staff are required to complete to value added training which supports schools and communities with interview training, workshops and more.
What our customers said: Customers were impressed with the amount of training opportunities available to staff and when asked if any training opportunities were missing, our customers noted that first-aid and mental health first-aid should be included as mandatory for all job roles. They also asked if they could receive opportunities to engage with the Group's internal training platform, MyLearning.
Values-based recruitment
Our People & Learning Team engaged with customers to discuss our values-based recruitment process. When considering a job applicant, we not only evaluate their skills and qualifications, but we also assess whether their personal values align with the Group's mission and goals.
What our customers said: Overall our customers were happy with this approach noting that different people have different needs in the workplace. Additionally, there is a cost impact with turnover which a values-based approach can help to reduce.
Code of conduct standards
A code of conduct for housing staff is crucial for maintaining professionalism, integrity, and trust within the organisation. It outlines the expected behaviour and standards of conduct for employees, ensuring they adhere to ethical principles, respect residents and their homes, and act professionally and with integrity. By setting clear standards of behaviour, a code of conduct helps to prevent unethical actions, create a positive work environment, and safeguards our reputation. It also demonstrates our commitment to providing high-quality services and promotes a culture of accountability.
The Group’s code of conduct outlines what we expect from colleagues and how each behaviour aligns with the Group's vision and values to deliver the best customer experience.
Professional competency
We will be professionally competent in order to be the best in everything we do. We will be the best.
What our customers said: Customers agrees that success links with professional competence and one cannot go without the other. It's important to highlight what should be done when something goes wrong.
Accountability
We do what we say and are accountable for our actions.
What our customers said: Customers agree that being accountable for actions is essential and should be included.
OVH customer Anthony Bailey, said:
There is a big stumbling block with providing housing services as you are providing a lot of things. You only need one member of staff to say something to a resident that they are not authorised to say.
Outcomes
As a result of feedback received during the meeting, the Group will consider the following actions:
- Training in first aid, disability awareness and mental health.
- Offering Level 3 CIH to involved customers.
- Opening up internal training platform, MyLearning, to involved customers.
Thank you!
We would like to thank our dedicated Policy & Strategy Group for helping to shape and influence our People & Learning Strategy. We are confident that these recommendations will help us to improve customer relationships and strengthen our service offer.