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

Community Voice is our tenants’ group. Find out more about its work, why it is important to tenants and some of its achievements over the last 12 months.

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:









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





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

Our repairs team continues to attract the highest level of customer satisfaction.

Our Lettings

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

Find out how Christine supported some of our tenants in their time of need.

Supporting people into employment

We provide lots of support for our tenants and the wider community, whether this is helping young people into work, offering life skills coaching or supporting people back into employment after long term breaks from work.

People accessing employment support:



Work & life skills training sessions held:



People supported into employment:



Supporting Peter into work

Find out how our Employment Support Team helped Peter get back into work after a long break from employment.

Improving homes & neighbourhoods

We are always looking for new, energy efficient and environmentally friendly ways to improve our tenants’ homes. We secured £63,000 in grant funding from Cinergist who are a company that help organisations reduce CO2 levels by cutting carbon emissions. They worked on the Market Hill estate in Scunthorpe.

Health, safety & the environment

 We take health, safety and the environment seriously here at Ongo and we’re proud of our achievements over the last 12 months.

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

We’ve had an exciting year building new homes, branching out into new areas and acquiring our first shared ownership homes.

Our financial statements

Value for money statement

We’re always looking for the best ways to be efficient in the way we spend money. In 2016/17 we saved £1.02million from our budget, but not at the expense of our customers. Every year we publish our Value for Money statement outlining where savings have been made, and how we compare with other housing associations.

Our people

We believe that a happy, motivated and engaged workforce is the best way to provide a great service for our tenants. Find out how we’ve been investing in our staff over the last 12 months.

What did you think to the annual report?