Accreditations & Memberships
We pride ourselves on the professionalism and quality of our service and the following accreditations and memberships help support this ethos.
Customer Service Excellence Award
Awarded April 2010, valid for three years, reviewed every six months
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The Government standard endorses those organisations that deliver services based on a genuine understanding of their customers and communities.
The extensive assessment includes meeting staff, residents and partner organisations. We met all 57 criteria without one partial fail or non compliance, which was recognised as a fantastic achievement.
Considerate Constructors Client Partner Status
Approved June 2010
This scheme's aim is to ensure that when we are delivering building or construction works in our properties the staff are considerate to the neighbours, be they tenants, residents or local businesses.
As a Client Partner we have agreed that all our staff and any contractors working on our behalf follow the codes of considerate practice. This commits contractors to be considerate and good neighbours, as well as clean, respectful, safe, environmentally conscious, responsible and accountable.
TPAS Resident Involvement Quality Standard
Awarded March 2010, valid for 3 years
We have been recognised by the Tenant Participation Advisory Service (TPAS) as one of the best social housing landlords in the country for resident involvement.
The Resident Involvement Quality Standard identifies organisations that excel in resident involvement. This includes understanding our residents and their aspirations, involving residents at the heart of developing strategies and ensuring residents get clear feedback as a result of their involvement.
Following this accreditation, our tenants have become more involved. We now have a tenant led Scrutiny Panel, Tenant Inspectors and resident involvement to produce the Annual Report in 09/10.
OHSAS 18001 - Occupational Health and Safety Management Standard
Awarded February 2010, valid for three years, reviewed every six months
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We take the health and safety of our residents and staff very seriously and are committed to having robust systems in place to manage our health and safety responsibilities.
The Occupational Health and Safety Management System (OHSAS 18001) is not a legal requirement, but it is a recognised specification to enable us to control risks and continually improve our performance. Additionally it is reviewed every six months to ensure we achieve compliance.
ISO 9001 - Quality Management Standard
Awarded April 2010, valid for three years, reviewed every six months
ISO 9001 is the internationally recognised standard for the quality management of businesses. It reviews our policies and process to ensure our people, products and services meet a high standard.
The ISO 9001 framework shows our commitment to meet globally recognised standards, and where possible, look to improve them further so that the needs and expectations of our residents are met.
In Business for Neighbourhoods
Approved December 2007
Where you see the 'in business for neighbourhoods' logo, it means that we as registered providers of social housing have made a set of promises – to customers, neighbourhoods and excellence.
It is our assurance that we will put residents at the heart of everything we do, make them our driving force for change and always strive to improve.
Positive about Disabled People
Awarded 2007, reviewed annually
This accreditation is recognition from the Employment Service that One Vision Housing works to meet five commitments regarding the employment, retention, training and career development of disabled employees.
These commitments are embedded into our Equality Plan to make sure our opportunities, services and places of work are fair and accessible to all.
Investors in People Gold
Awarded October 2010, valid for two years
Internationally recognised and admired, the Investors in People (IIP) accreditation is the most successful framework for business improvement through people in the UK.
In October 2010 (having held the basic standard since 2007) we achieved IIP Gold Status - an achievement only 1% of nationally IIP-accredited organisations attain.
It is our belief that IIP Gold Status helps to improve our competitive edge, reputation and performance whilst attracting and retaining the best staff.
Plain English Campaign
Approved 2007
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One Vision Housing is committed to clear communication. That is why we try to ensure all our publications are written using plain language, kept as jargon free as possible and created in partnership with our residents.
The Plain English Campaign has provided staff with the tools and training to ensure the information we provide to you is concise, clear and easy to understand.
Respect Standard for Housing Management
Approved May 2008
The Respect Standard was built on established good practice by landlords and their partners in delivering an effective response to anti-social behaviour involving prevention, early intervention, enforcement and support - thereby giving residents’ confidence that ASB will be tackled.
The Standard, which is voluntary for landlords to adopt, is built around six core commitments and a series of building blocks, which work together to enable landlords to deliver an effective response to ASB.
Customer Contact Association – Global Standard
Awarded May 2010, re-assessed annually
The Customer Contact Association (CCA) Global Standard is an accreditation to improve the development and delivery of customer service within customer contact centres.
OVH join an elite group of organisations to acquire the endorsement including BT, BBC, Vodafone, Sky and Tesco.
Since achieving this award in June 2010 our Customer Service Centre has gone from strength to strength, receiving a trio of award nominations at the North West Contact Centre Awards and for Customer Service Contact Centre of the Year at the National Customer Service Awards.
Housemark Complaints Accreditation
Awarded July 2010, reviewed every three years
This is a voluntary scheme undertaken by housing providers who understand the importance of a robust complaints handling service for their customers, as well as having an independent quality-assured accreditation.
Trained tenant assessors form part of the accreditation team, and focus groups and one-to-one interviews with tenants are key elements of the assessment.
