Ongo launches Customer Focus Committee to strengthen tenant engagement
Last month, we hosted our first Customer Focus Committee (CFC) meeting—a group set up to give tenants oversight into service delivery and ensure their voices shape the future of our services.
The CFC, chaired and led by tenants, will work closely with our Board and Community Voice to hold us accountable and make sure services are delivered to the standard that tenants expect and deserve.
The committee includes a mix of tenants, independent members, and Ongo colleagues.
We already have our Community Voice (CV) group, which gathers tenant feedback and represents the wider community. CV acts as a consultation channel, and the new CFC has a more strategic role, focusing on overseeing service standards, compliance, and tenant feedback implementation.
CV collects tenant opinions and feedback, and CFC acts on them—ensuring performance, risk, and equality measures are upheld. Both groups are key to the success of us delivering high quality services to tenants.
Judith Tomlinson, Ongo tenant and Chair of Ongo’s Customer Focus Committee, said: “”The committee is a key step forward in ensuring tenants have a real voice in shaping the services they rely on. By working closely with
Our Board and other tenant led groups, will hold us accountable and make sure services meet the high standards we expect and deserve.
“I’m proud to chair this committee and be part of a group that is committed to driving positive change, addressing key issues like tenant satisfaction and service performance, and making a real difference for our community.”
Key highlights from the first meeting
- Updates on our performance in tackling damp and mould, showing significant reductions in cases.
- Discussions on customer satisfaction targets, identifying areas where improvement is needed and outlining a plan to increase tenant satisfaction.
- A complaints performance update, revealing challenges across the sector, with current tenant satisfaction at 28% for complaint handling. The committee acknowledged the importance of learning from complaints rather than focusing solely on reducing numbers. A plan is in place to improve satisfaction in this area, and will be brought back to future CFC meetings to monitor
- A policy review process shift, where customer-facing policies will now be approved by CFC, with CV consulted beforehand to ensure tenant input remains central
- A strategic risk report, outlining expectations for CFC’s role in managing risks tied to our service delivery