You said, we’re doing

We really value your views as it helps to shape and improve the services you receive from us.

By listening to you, we gain a better understanding of your needs and what is important to you. Below are just a few examples of things our tenants have said and how we use this feedback to make our services better.

See how we are improving

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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

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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’

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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

We would like to show you how we perform as a company on a monthly basis.Do you have any suggestions on how we can improve this information for you, or is there something you want to ask? If so, then please email: