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You said, we’re doing

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

We really value your views as they help 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. This helps to make sure we do things better or carry on doing the things that we are doing well.

Acting on your views is a key part of the Transparency, Influence and Accountability Consumer Standard set out by the Regulator of Social Housing, which is all about making sure that we are open with tenants. It’s also part of how we hope to achieve our Corporate Plan objective of being customer focused.

Improving the service you receive from us

We’re working together to develop a bold new approach to how we deliver our services – from housing management and property allocation to repairs, maintenance, and customer care. This new model is being designed with one clear aim which is to give you a more personalised, visible, and joined up service.

A new approach to delivering our services

In October 2024, we reached out to hear directly from you – our tenants – through a series of engagement surveys. We’ve also reviewed what you’ve told us as part of Tenant Satisfaction Measure surveys. Your feedback was clear, honest, and invaluable. You told us what matters most to you, and now we’re working together to take action.

Here’s what you asked for:

A named officer who knows your tenancy and can support you directly.
A stronger presence from us in your neighbourhoods and communities.
Better collaboration across our teams.
A repairs and maintenance service that’s more reliable, with timely appointments and first-time fixes.
A swift and serious response to anti-social behaviour.

Consultation is currently taking place with Ongo staff to gather internal feedback and to ensure we get things right. Our new way of delivering services aims to go live from October 2025, and we’ll be keeping you updated as to how we’re getting on.

This is more than just a change in how we work – it’s a commitment to provide you with a better service by listening to your feedback and changing how we currently do things.

Thank you for your feedback – it’s helping to shape the future of our services.

Other ways we are improving the service you receive from us

Repairs and Maintenance – March 2025 update

Procurement of contractor framework
As part of our efforts to improve the delivery of our maintenance services to you, and our commitment to delivering high customer satisfaction as part of our Customer Focus Corporate Plan objective, we are in the process of procuring a new maintenance contractor framework. The exercise will look to improve our response times to repairs, enhance the quality of repairs completed, and will provide value for money.

Procurement of materials framework
We are also reprocuring our materials contract, ensuring that materials that we use for repairs are of a quality standard so that you receive a great service, but which still provide value for money. As well as improved material quality, the new contract will be assessed based on the following areas: supplier reliability, enhanced contract terms and flexibility, innovative technologies and enhanced supplier relationships.

Working together to improve our systems
In January, members of our maintenance team visited Curo Housing Association to gain insight as to how their teams used data to achieve improved communication, including accurate job progress updates, improved customer satisfaction and lots more.

Damp and mould
Damp and mould remains an area of focus for us, and lots of activity has taken place to shape our service so that we can meet regulatory requirements and deliver a good service.

Awaab’s Law is a requirement that the government will be bringing into force for the social housing sector from October this year. Following the tragic death of Awaab Ishak in 2020, Awaab’s Law requires landlords to investigate and fix reported health hazards within specified timeframes, and we support this law and in improving the quality of social housing for all.

Things we have done to prepare for the law and improve our service:

Setting up a damp and mould prevention group, which meets regularly to discuss and improve the services we deliver.
Working with our Technology & Innovation team to create a performance dashboard, focused on damp and mould, to manage our response in a timely and effective way.
Recruiting more tradespeople, working specifically on damp and mould works.
Working on a new case management system to effectively manage the number of damp and mould jobs we have. This will allow us to track all related repairs and in working with our Landlord Services team, we can identify whether any extra support is required for the individual.

Neighbourhood Engagement events

Our Neighbourhood Engagement events are taking place in various areas across the region. The aim of these events is to engage with tenants and customers and understand first-hand any issues so that they can be actioned quickly, as well as any areas that can be improved.

Our Neighbourhood Services teams accompany the visits to carry out general tidying and weed clearing, if it’s needed.

Customer Focus Committee

Our Customer Focus Committee, which includes Ongo tenants, reports to the Ongo Homes Board, and was set-up to make sure our tenant voices are an integral part of our governance structures.

Tenants know and experience our services every day, therefore they are the experts and we need them to be involved in the strategic decision making of the organisation.

Actions we’re taking following our Neighbourhood Engagement events

Here are the actions we’ve taken following our Neighbourhood Engagement event in Crosby area, Scunthorpe:

We’ve shared information with tenants about our services to help them to sustain their tenancy.
We have identified and are directly working with some tenants to provide extra support.
We’re looking into using contractors through our Social Value Framework to install a fence or gate as a boundary to the rear of Robinson Close. This will help to restrict access to the area and will help to prevent ASB.
We’re also looking into using contractors through our Social Value Framework to maintain a disused area which is seeing flytipping.
An area which contained needles was cleared during the event, and we’re linking in with the Police and Crime Commissioners to highlight this area to local teams.
We’re working with contractors to install a fixing mount to an external wall to enable a mobility scooter to be secured externally.
We have contacted tenants who expressed an interest in getting involved with our tenant panels, such as Tenant Inspectors.