A word from our Chief Exec Andy
Let’s hear from Andy to find out what his main highlights and challenges were this year.
Hear from our chair Matthew
Our Ongo Homes Board chair Matthew talks about the last 12 months, how the organisation has changed direction and what to look forward to in the coming months.
A tenants’ view of 2016/17
A bit about our business
Total number of homes rented with Ongo
Number of lettings in 2016/17
Dealing with enquiries
Total calls taken: 105,857
The majority of our calls over the last 12 months were about repairs, rent and lettings.
Each year we survey 1,800 customers to find out what they think of all our services.
In 2016/17 92% were happy with our overall service and 97% said we show them respect and courtesy.
Showing respect and courtesy
Customers that said they were shown an appropriate level of respect and courtesy when speaking to our Customer Advisors:
%
2014/15
%
2015/16
%
2016/17
%
Target
We know peoples time is valuable so we always try to resolve enquiries at the first point of contact. This is how we’ve performed in 2016/17.
The percentage of enquiries dealt with at the first point of contact by our Customer Service Team:
- 2016/17 87%
- Target 80%
Customer satisfaction is important to us
We carry out surveys to find out the areas we are performing well in, and where we can improve further.
New customer services
In June 2016 we launched our Live Chat, which is another way you can get in touch with us. Over the last 12 months we’ve had 613 conversations using Live Chat.
Number of online enquires dealt with by Customer Advisor
Number of social media enquiries dealt with
2015/16
2016/17
2015/16
2016/17
Complaints performance
We received 150 complaints in 2016/17 which is a decrease of 23 compared to 2015/16. Of those, 52% were upheld with no complaints being taken to the Housing Ombudsman. Complaints have reduced by 12.22% since 2015/16 and satisfaction in dealing with complaints has increased by 6%.
Repairing your
home
Our repairs team continues to attract the highest level of customer satisfaction.
Our Lettings
Service
We asked our new tenants how satisfied they were with the service we provided.
Tackling anti-social behaviour
We have a dedicated Tenancy Enforcement Team which takes action, when it becomes necessary.
Money matters
Over the last 12 months we supported 931 tenants who were having difficulties with their rent payments or claiming benefits. We helped tenants to receive £1,458,564 in additional benefits they did not know they were entitled to.
Below shows the current rent arrears as a percentage of the rent due:
- 2015/16 2%
- 2016/17 2.37%
- Target 2.3%
How a little bit of help goes a long way
Supporting people into employment
People accessing employment support:
Target
Achieved
Work & life skills training sessions held:
Target
Achieved
People supported into employment:
Target
Achieved
Supporting Peter into work
Improving homes & neighbourhoods
Health, safety & the environment
Accreditations we have achieved
Below are the new accreditations we have achieved over the last 12 months.
We were really proud to be recognised as a gold Investors in People organisation. We work really hard to recruit and retain the very best staff and reward them with fair pay and great company benefits because we know the most engaged and happy workforce deliver the very best customer service.
We provide services to a whole range of different people from all sorts of backgrounds and cultures. Recognising peoples individual needs and delivering services that meet them is not just important it is essential. In 2016/17 our commitment to diversity was recognised in this national accreditation, it makes us very proud to have achieved it.
Below are the accreditations we have sustained this year again:
CSE (customer service excellence) – Centre for Assessment.
Tpas (customer involvement & empowerment).
AQS (advice quality standard, for providing excellence in welfare advice) – Advice Service Alliance.
We also achieved the Leaders in Diversity accreditation and were named in the top 100 organisations for diversity within the UK.
We have also won a number of awards:
Housing Heroes award
Front line team (Customer Service Team) of the year
Housing Heroes award
Maintenance Team of the year
Two Customer Scrutiny Inspection Awards
For our Resident Scrutiny Panel
Our developments
Our financial statements
Value for money statement
Our people
What did you think to the annual report?
