Consultation on our Promises

 

Our previous service standards were put in place three years ago and so it’s now time to have a complete refresh, with new standards being agreed and launched early 2017.

We have already been talking to our involved tenants and have agreed with them that the new set of standards will be based on the following principles. 

They will be:

  • Important to you & customer focussed;
  • Simple and deliverable; and
  • A manageable number that can be easily measured.

Following initial consultation, we are now proposing to move to 10 overarching promises as detailed below. 

 Do you want the term ‘Service Standards’ to be used, or do you want the standards to be referred to as ‘Our Promises’ let us know now.

COMMUNICATING WITH YOU

TO BE MONITORED BY

We will improve our communications with you and keep you better informed

Management reports, customer satisfaction surveys, Community Voice

We will provide you with information about your housing options should you wish to move home

Management reports, evidence of information, Community Voice

All formal complaints will be acknowledged

Do you feel there needs to be a timescale?

Management reports, Complaints Monitoring Group, Community Voice

We will provide you with a rent statement

Evidence of statements provided, Community Voice

YOUR HOME

TO BE MONITORED BY

All homes will be clean, safe & secure when let to a new tenant

Management reports, customer satisfaction surveys, Tenant Inspectors, Community Voice

We aim to complete repairs and improvements to your home right first time

Management reports, customer satisfaction surveys, Maintenance Panel, Community Voice

We will service your gas, fuel & oil heating appliances every year

Management reports, Community Voice

We will provide aids & minor adaptations to your home following a referral from an approved Occupational Therapist

Management reports, Community Voice

YOUR COMMUNITY

TO BE MONITORED BY

We will take seriously and investigate all reports of anti social behaviour

Do you feel there needs to be a timescale?

Management reports, Community Voice

We will keep our neighbourhoods and communal areas clean and safe

Management reports, customer satisfaction surveys, Tenant Inspectors, Community Voice

These are our recommended changes to current standards

Please let us know what you think by contacting the customer engagement team:

Telephone: 01724 279900

Email: customer.engagement@ongo.co.uk

 Please note that the deadline date to get your views to us is the 16th December.

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Page last updated: 24 November 2016