High Customer Satisfaction for One Vision Housing Partnership

Tuesday 9th June 2009

Tenants in Sefton are more satisfied than ever with the services provided by One Vision Housing (OVH) and its partners - according to a series of recent independent satisfaction surveys.

The partners - Connaught PLC, Kier and Apollo Heating - provide Decent Homes, Repairs and Gas servicing provision for OVH.

A recent independent survey showed that 100% of tenants questioned were either 'Satisfied' (2.9%) or 'Very Satisfied' (97.1%) with the work carried out to their homes by Connaught PLC as part of OVH's Decent Homes Programme.

Another survey showed that Kier, which is undertaking works to OVH's 14 high rise blocks across Sefton, also received a 100% satisfaction rating, with 13.3% stating they were 'satisfied' and 86.7% indicating they were 'very satisfied' with the work.

The Decent Homes Programme, which is seeing One Vision Housing spend over £1 million per week on over 12,000 properties across Sefton, has recently passed the 80% completion mark ahead of the Government's 2010 deadline.

In total the Sefton Decent Homes Partnership has delivered over 3050 new kitchens, 3200 bathrooms, 7,600 new windows and doors and fitted over 1900 new central heating systems in just over two years.

However most impressive of all is the partnership's recent satisfaction results according to One Vision Housing Chief Executive Roy Williams: "In little over two years we have made fantastic progress right across Sefton and we are actually ahead of schedule in many areas.

"With thousands of properties receiving Decent Homes' work the size and scale of the programme is truly ambitious and due to this we acknowledge that there have been times where customer satisfaction levels were not as high as we would have liked in many areas.

"Unlike a number of social landlords One Vision Housing carries out independent satisfaction surveys rather than relying on contractors to self - certify. We feel this has lead to us identify very early where problems these exist, allowing us to address them sooner rather than later.

"Due to a great deal of effort from our staff and those of our partners Connaught, Kier and Apollo, we have seen a steady rise in customer satisfaction levels right across Sefton, culminating in this latest set of results which show 100% satisfaction in a number of areas"

Claire Kershaw, Connaught customer experience manager, said: "We are delighted to have recorded 100% tenant satisfaction across all our programmes of Decent Homes improvements.

"Connaught prides itself on putting the customer at the heart of everything we do and we continually listen to feedback in order to help us provide the best possible service, so to receive this vote of confidence is terrific news and testament to the hard work and commitment of all our front line service staff."

Kier operations director, John Quirk said: "We are very pleased with the customer satisfaction rating from One Vision Housings recent independent surveys.

"Customers are the heart of Kier's business and we constantly strive to improve our performance to meet the requirements of our clients and customers."

For more information please call us on 0845 140 1234 or visit the OVH website by clicking on the link below.

Posted by 0 for One Vision Housing Ltd.