One Vision Housing

One Vision Housing is committed to providing you with an efficient, high quality service. We provide our services equally and fairly to everyone whether they are young or old, whatever their race, gender, sexuality, marital status, cultural background, religion or belief or ability.

We continually monitor our services to make sure we are achieving these aims and we make sure we follow the legal requirements of the Race Relations Act, Sex Discrimination Act and the Disability Discrimination Act..

We will do what is reasonable to provide information in alternative formats on request, including:

• Large print
• Braille
• Tape
• CD
• Other languages

We can also provide interpreters for customers who do not have English as a first language and, for customers who are hearing or visually impaired, we can assist with signers, interpreters and other communicators.

In addition we have service standards that we expect our staff to follow to provide you with an excellent, first class service. When dealing with our customers we aim to be:

• Efficient
• Polite
• Well-informed
• Responsive
• Helpful
• Fair

What are One Vision Housing's Customer Care standards? 

We have defined five standards to help us deliver high standards of customer care. They are:

• You will be seen within five minutes of your arrival in one of our offices.
• If the person you need to see is unavailable someone else will help you.
• A suitable place will be available if you need to speak to someone in private.
• We will offer additional assistance if you have any particular requirements.
• Our public and counter reception areas will be accessible, clean and tidy.
• Our staff will wear name badges, to ensure they are clearly identifiable.
• Information and signs will be appropriate and up to date.
• We will widely publish details of our services.

• We will answer telephone calls within five rings.
• When a member of staff answers the phone, they will give their name and department and a greeting suited to the time of day.
• We will endeavour to resolve an issue if the person you need to speak to is out, alternatively we will take a message and tell you when it's likely you will be called back.
• A telephone number will be available for any day-to-day repairs you may have
• An emergency / out of hours telephone number is available.

• You will receive a written acknowledgement within three working days.
• You will receive a full written reply within 10 working days.
• All communications to our customers will be clearly identified as being from One Vision Housing, with the author, current date and a reference number.

 Appointments are to be made available and at suitable times.

Appointments

•   If an appointment is delayed or cancelled we will explain why, and give you a new time or date.

• We welcome your suggestions about the service we offer.
• We will use all of your comments and complaints to hel pidentify areas where we need to improve our service.

We measure our performance against our customer care standards, using independent satisfaction surveys, complaints and our feedback procedure.

How do you know if we are achieving these standards?

 We will tell you how we are doing on our website and display information in our reception areas.

We will report on our annual targets through our quarterly housing magazine, In Vision.

OVH Customer Care - Service Standards Performance (QTR 2 2007-08) PDF