You said, we’re doing
We collect your feedback in a number of ways and we value your views to help improve our services. On this page we show what we’re doing in response to what you’ve told us needs to be improved.
August 2026
Resident information needs refreshing
Scheme residents told us that they want clearer information about our specialist schemes, especially for new people.
We want more meaningful involvement in decisions
Scheme residents told us that they appreciate being listened to and want meaningful involvement in decisions affecting their homes.
Progress updates are needed
Scheme residents told us that they want visible updates and evidence that their concerns related to repairs and planned works are progressing.
Residents want to be kept informed
Scheme residents told us that they wanted to be kept informed at all times.
Communal areas need to be maintained
Scheme residents told us that they expect communal environments to be maintained to a consistently good standard and want stronger management of contractors.
What do we get for our money?
Scheme residents told us that they want reassurance that their money is providing visible benefits.
Why do we pay service charges?
Scheme residents told us that they want reassurance that charges are fair, necessary, and are providing visible benefits.
When will my issue be resolved?
Scheme residents told us that they want visible updates and evidence that concerns are progressing.
More land ownership knowledge is needed
You told us that you would like our Contact Centre to have more knowledge on land ownership.
More in-person inspections are needed
You told us that you would like the availability of an in-person inspection when reporting grass cutting failures.
More knowledge on service requests is needed
You told us that you would like Customer Advisors to be trained on recognising service requests.
You’d like more involvement in audits
You told us that you would like to be more involved in internal audits.
Refreshed scheme welcome packs
We’re refreshing welcome packs for residents in our schemes, including contacts, meeting dates, communal facilities, repairs reporting, activities, and key service information.
More frequent resident meetings
We’ve agreed a forward programme of resident meetings across schemes, with annual dates issued in advance where possible.
Sharing progress reports
We’ve introduced communication plans for our schemes, including regular updates on repairs, planned works, contractor attendance and previously raised issues.
Sharing regular updates
We’ll publish regular “You Said, We Did” updates for schemes through noticeboards, newsletters and resident meetings.
Strengthen contractor monitoring
We are strengthening contractor monitoring for repairs, grounds maintenance and communal works in schemes, including follow-up where standard or communication fall short.
Agree visible improvements
We are reviewing grounds maintenance standards across schemes where concerns have been raised, and agreeing visible improvement actions.
Provide information around service charges
We will provide clearer service charge information for scheme residents, including simple explanations of what charges cover and how costs are scrutinised.
Review progress of issues more thoroughly
We will create a central action tracker with named owners, due dates, and progress for issues raised within our schemes, and we will review at management meetings.
Increased knowledge and training
We have increased our licenses and training on our GIS mapping system to enable better advice for customers at point of call.
Offer alternatives to inspections
Customer Advisors will offer alternatives to inspect poor grass cutting services, and won’t just rely on photographic evidence.
Improved training and communication
The Contact Centre has increased training and have agreed clearer timescales with teams. Customers are communicated with when something can’t be resolved first time.
Developing a new customer panel
A separate Scrutiny Panel is being developed to work on future scrutiny reviews, using internal audits to make recommendations.
May 2026
Damp and Mould is a real concern
You’ve told us that damp and mould is a real concern when you move into an empty property.
Damp and Mould could return
You’ve told us that you’re concerned that damp and mould will come back following repairs taking place.
Our contractor service needs improving
You’ve told us that our repairs contractors are not providing the standard that we expect.
Bigger repairs aren’t completed first time
You’ve told us that sometimes bigger repairs are not completed right first time. You also told us that follow-on works are not completed in a timely way.
The repairs process isn’t clear
You’ve told us that when booking a repair, the communication you receive from us isn’t clear and the process is confusing.
The process for planned works isn’t clear
You’ve told us that you wanted to know more about when planned improvement works will take place, and how homes are assessed.
Improving checks at handover
We’re improving checks on our empty homes at handover, including enhanced inspections, to ensure there is no visible evidence of damp or mould before a property is re-let.
Improving root cause diagnosis
We are improving root cause diagnosis during repairs, and providing training to our frontline teams, to ensure that issues are fixed right first time and don’t return.
Strengthening our governance
We’ve meeting with contractors more frequently, setting clearer expectations, and closely monitoring outstanding orders.
Improving quality assurance
We’re increasing the number of post-work inspections on higher risk and value repairs to quality assure works and to ensure that work is completed to a good standard.
Introduce the Repairs Customer Journey
Our Customer Repairs Journey sets out every step of a repair, including who is responsible at each stage. This is helping us improve coordination across our teams, reduce delays, and give tenants a smoother experience.
Introduce the planned works hub
We now have a Planned Improvement Works hub on our website with more information around each stage of the process. We have also added dates of reassessments for each property to My Home.
February 2026
More repairs should be completed first time
You’ve told us that you would like more repairs completed right first time.
Repairs need to be reported more than once
You’ve told us that you’re having to report repairs more than once and that this can be frustrating.
Emergency repairs take too long
You’ve told us that it can take too long to complete emergency repairs.
Boiler warranty repairs take too long
You’ve told us that boiler warranty repairs are taking too long.
Follow-on works are causing frustration
You’ve told us that when a repair needs further work, communication and delays cause frustration.
Duplicated repairs visits are frustrating
You’ve told us that it’s frustrating when some repairs cannot be completed at the same time during a visit.
Increasing our van stock
Our vans now stock more parts to be able to fix repairs more quickly and avoid delays.
Repeat repairs review
We’re conducting a comprehensive review of repeat repairs to understand the reasons behind them and to identify how we can reduce the risk of them happening.
Prioritising urgent repairs
With a dedicated repairs phone line, and a new category for non-urgent requests, we have improved our emergency repair response performance.
Improving warranty repair times
We’re working with Ideal to develop a process which allows Ongo engineers to carry out repairs on those boilers which are still under warranty.
Follow-on works flagging
Additional works needed to complete a repair will be more visible on our systems, ensuring they aren’t missed and that regular communication is provided.
Reviewing duplicate repairs
We’re reviewing our processes to identify and reduce duplications of the same repair, helping to speed up the repairs process.
Other areas where you’ve helped to drive change
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.
Find minutes of the meetings here
