Listening to you: Our new Service Improvement Forum
Our new Service Improvement Forum
At Ongo, we’re committed to improving our services by listening to what you tell us. Your feedback – including complaints, compliments and suggestions – helps us understand what’s working well and where we need to do better.
To make sure we act on this feedback in the right way, we’ve set up a new Service Improvement Forum. This Forum looks at feedback from all our customer‑facing services and agrees clear, trackable actions to improve your experience.
The Forum is chaired by our Director of Customer Services, along with the Board Member responsible for complaints, showing just how important your feedback is to us.
We believe that having an open and positive approach to complaints and feedback helps us learn, improve and deliver better outcomes for our tenants.
You can see the changes we’re making by visiting our You Said, We’re Doing webpage, where we publish updates on actions taken and the improvements that have come directly from your feedback.
Keeping you informed about our complaint handling
Later this year, we’ll be sharing our annual Complaints and Service Improvement Report, which explains how we’re doing and what we’ve improved based on your feedback.
However, you don’t have to wait until then to see how we’re performing. We publish information about our complaint handling, common themes raised by tenants, and any findings from the Housing Ombudsman on our website every three months. This means you can keep up to date with how we’re doing throughout the year. You can find a link to our performance here.
Our website also has all the information you need to make a complaint, clearly set out in one place. If you’re not able to access this information online, you can give us a call and our friendly advisors will be happy to support you and talk you through the process.
How our services are regulated
The services we provide at Ongo are regulated to make sure they meet clear standards and expectations.
One of the main ways this happens is through Consumer Standards. These standards are designed to make sure tenants receive safe, good‑quality services and are treated fairly and with respect.
There are four Consumer Standards that we are measured against:
- Safety and Quality – making sure your homes and services are safe and well managed
- Transparency, Influence and Accountability – being open, listening to tenants and taking responsibility
- Neighbourhood and Communities – keeping neighbourhoods safe, clean and well cared for
- Tenancy – making sure tenancies are managed fairly and clearly.
We’ve recently carried out customer consultation on how well we’re meeting these standards. This included tenant‑led workshops as well as opportunities for all tenants to share their views through our website.
Once our self‑assessments are finalised, we’ll publish them alongside the feedback we received, so you can see what tenants told us and how we’re responding.
If you’d like to read our current self‑assessments or find out more about the Consumer Standards, you can view them on our website here.
