You said, we’re doing

You said: You want to be listened to and kept informed

We did / are doing…

• Introduced a customer satisfaction framework ensuring all feedback is listened to and acted upon
• Improved the way anti-social behaviour (ASB) cases can be logged using the My Home online portal and provided support videos and information on our website
• Acted upon how you have said you want to be updated / contacted about individual services
• We will start informing you where we’ve been unable to complete a job due to parts being unavailable, so that we can get the job right and manage expectations
• Revised the lettable standard
• Changed the property alterations process to ensure consistency
• We will publish details of how we are performing monthly to our website here

We’re committed to offering quality homes

You said: You want us to improve our repairs and maintenance service, making it easier to report repairs and book appointments etc.

We did / are doing…

• Conducted a review of the repair’s customer journey, generating a list of improvements that are being worked through to implement
• Tradesmen have all been reminded to treat every property with respect, ensuring shoe coverings are worn and properties are left clean and tidy following a repair
• Updating My Home to send notifications to tenants about any delays or messages relating to a service
• A suite of online videos to support tenants with simple repair fixes will be created
• Tradesmen will now always call on the day of repairs appointments
• Reviewing the length of time taken to complete repairs and any required follow-up appointments
• Looking at how we better identify and assist those who are disabled or vulnerable
• Sending out satisfaction surveys to tenants to gather feedback on ways to improve your neighbourhood and carry out We Care days
• Reviewed all complaints received to derive learnings that will improve the customer experience
• Having several Ongo Environmental Champions
• Reviewing available appointment times

We’re committed to being ‘One Ongo’

You said: You want us to provide support to tenants and be transparent.

• Customer Conference – ensuring tenants can have their say and an opportunity to see what work is being carried out behind the scenes.
• Work with Community Voice and the Resident Scrutiny Panel
• Provide many different involvement opportunities and ways to have a say