InVision | 2023 | One Vision Housing

InVision 2023

WHAT'S INSIDE Cost-of-living support:

We are here to help

Barton Brook Green: The 68 home development coming soon to Preston

Damp, mould and condensation: Our commitment to you in reducing damp, mould and condensation

Adult Safeguarding: Everything you need to know

If you need help understanding the information in this document please email enquiries@ovh.org.uk or call 0300 365 1111.

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CONTENTS 04

UPDATE YOUR DETAILS

05

THE PRIDE OF SEFTON’S VOLUNTEER CREW!

06

COST-OF-LIVING

08

PARTNER AGENCIES

10

WHO IS RESPONSIBLE FOR REPAIRS?

12

DAMP, MOULD, AND CONDENSATION

14

WHAT IS ADULT SAFEGUARDING?

16

OUR NET-ZERO CARBON COMMITMENT

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SUPPORTING OUR COMMUNITIES

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06

08

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NATIONAL APPRENTICESHIP WEEK 2023

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DEVELOPMENTS BY ONE VISION HOUSING

26

COMPLAINTS AND FEEDBACK

28

YOU SAID, WE DID!

30

OUR PERFORMANCE

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22

24

32

CUSTOMER VOICE

34

BEWARE OF BOGUS CALLERS

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#BEPARTOFIT!

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GET IN TOUCH

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Update

YOUR DETAILS Got a new email address?

Changed your phone number?

Have a new emergency contact?

It is important that we have the right personal details on file, should we ever need to contact you.

Please contact us today to update your details: ovh.org.uk/support/contact-us

Protected characteristics

When you speak to a member of our team, we may ask to collect personal details relating to protected characteristics included in The Equality Act 2010.

Protected characteristics include: age, disability, gender identity/expression, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex (gender) and sexual orientation.

For a full list of how we use this information, please visit the website

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Skip aboard and join

THE PRIDE OF SEFTON’S VOLUNTEER CREW! Looking for a way to give back to your community whilst learning skills and making new friends

The Pride of Sefton is a wide beam canal boat, operated by Sovini Charities, and is available for private hire and concessionary trips for local charitable and community groups.

A half-day trip onboard will see you travel the hidden waterways of Liverpool, taking in beautiful countryside and urban landscapes.

Volunteers are needed for weekday and weekend voyages! If you can dedicate two-to-three mornings or afternoons a month we would love to hear from you.

Please contact our Boat Manager and Volunteer Coordinator, Anna Reily to find out more. prideofsefton@sovini.co.uk

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COST-OF-LIVING: We’re here to help

As the cost-of-living rises to an all-time high, we want you to know that One Vision Housing are here to help.

Find out what support you may have access to below.

I am struggling to pay my rent If you are struggling to pay your rent, please let us know as soon as possible by contacting your Neighbourhood Service Officer directly, emailing us via enquiries@ovh.org.uk or calling us via 0300 365 1111*.

You may be eligible to apply for a Discretionary Housing Payment (DHP) if you are unable to meet housing costs from your available income and are in receipt of Housing Benefits or Universal Credit.

What benefits am I entitled to?

Make sure you are receiving all of the benefits that you are entitled to.

If you are unsure on what you can access, get in touch* and ask to speak to our Financial Inclusion Team for more help.

I need help with council tax and/or utility bills If you are worried about keeping warm or paying your utility bills, our website lists full details of support available for various circumstances.

How can I access food banks?

For information on how to access food banks near you and food pantries where you can purchase food at discounted rates, please click on your area on our website to see what support is available.

Your children may be eligible for free school meals. Visit the Government’s website to see eligibility criteria.

You can also visit The Trussel Trust to find a food bank near you.

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I need a place to keep warm As cost-of-living continues to rise, we know you may be concerned about staying warm as the weather gets colder. Please click on your area on our website to find your nearest warm place.

Are there any additional payments I can access?

If you are unsure on what you can access, use the Government’s free online benefits calculator, or get in touch and ask to speak to our Financial Inclusion Team for more help*

I am struggling with my mental health Your mental health is as important as your physical health. You should talk to your GP if the cost-of-living crisis is affecting your mental health. You can also get help now and in case of an emergency on the Mind website.

For more support, please visit the website to access our digital guide. *Please note that our email and phone lines are monitored between 8am and 6pm, Monday to Friday (excluding bank holidays).

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Partnership Agencies

HERE TO HELP If you are struggling to pay your rent, your local authority may be able to assist you with a Discretionary Housing Payment (DHP). You may also be able to access support with council tax and utility bills. Simply click on the links to the right for more support.

Households into Work Households into Work is a unique and innovative programme of support for people living in households across the Liverpool City Region, who because of their circumstances have difficulty finding and sustaining employment.

To be eligible, you must;

• Live in the Liverpool City Region • Be unemployed • Have at least one other • Be aged 16 and over

member of your household

If you would like to know more, please email the Programme Support Team at hiw@liverpoolcityregion-ca.gov.uk or telephone 0151 330 1111 and ask for Households into Work.

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Discretionary Housing Payment - click here

Sefton

Council Tax - click here Utility Bills - click here Discretionary Housing Payment - click here

Liverpool

Council Tax - click here Utility Bills - click here Discretionary Housing Payment - click here

Wirral

Council Tax - click here Utility Bills - click here Discretionary Housing Payment - click here

St Helens

Council Tax - click here Utility Bills - click here Discretionary Housing Payment - click here

Cheshire East

Council Tax - click here Utility Bills - click here Discretionary Housing Payment - click here

Cheshire West

Council Tax - click here Utility Bills - click here

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Who is responsible for

REPAIRS Need to report a repair or leaking pipe?

0300 365 1111 repairs@ovh.org.uk

*We reserve the right to remove these facilities where they are unsafe or uneconomical to maintain.

**Depending on your Tenancy or Leasehold Agreement, responsibilities will differ. Please check your agreement for further details or contact us if you are unsure.

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As your landlord, we have a legal duty to carry out certain repairs and services when needed.

Our responsibility

Your responsibility

• Structural repairs such as walls,

• Keeping your home in a

• Drains, gutters, and pipes

• Providing adequate descriptions

roof, floors, and stairs

• External doors, windows, window sills/catches

• Internal walls, floors, ceilings, doors, and skirting boards

• Sinks, basins, toilets, and baths • Integrated garage, outhouses, and store rooms

• Electrical wiring, gas piping heating systems, and water heaters

• Central heating, chimneys, chimney stacks, and flues

reasonable condition

when reporting repairs

• Granting reasonable access to

operatives working on behalf of One Vision Housing to carry out repairs

• Gardening– not applicable

to customers in low-rise and high-rise blocks, or houses with multiple occupancies**

• Adjustment of internal doors • Repair or replacement of your floor coverings

• Internal decorations and

• Boundary fences, walls, and

decorative features such as architraves, picture rails, internal glazing, minor cracks, or uneven surfaces to internal plastering work

• External paths and steps (only

• Replacing damaged or lost keys,

gates (only where they border a footpath, road or other public area) those classed as access routes)

• Communal areas in blocks of flats • Any external outhouse

or connected part of the building within the curtilage of the building*.

adding additional locks

• Managing infestations (i.e.

insects, rodents, bees and wasps)

• Unblocking of sinks/toilets due to misuse

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DAMP, MOULD, AND CONDENSATION: We’re here to help Our commitment to you We will thoroughly assess and identify any damp, mould or condensation reported.

We will carry out any repairs, remedial works, and improvements to rectify the problem.

We will provide support on how together we can reduce the levels of condensation in your home through informative and supportive guidance.

Advice on reducing damp, mould and condensation By keeping your home heated at a consistent temperature, you may reduce condensation. If you are impacted by the cost-of-living crisis – please visit the website for further guidance on how we may able to support you this winter.

Opening your windows when showering and cooking can help reduce moisture and improve ventilation.

Your kitchen or bathroom may already have ventilation fans installed; this can help reduce the levels of condensation. We are continuing to work with our customers to install fans, vents and positive input ventilation units to help air circulation when and where required.

Thorough the cleaning of surfaces, especially windows, windowsills and walls this can help prevent mould.

If you suspect damp, mould or condensation issues in your home, please report this by calling us immediately on 0300 365 1111.

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Top tips to reduce damp, mould and condensation in your home Turn your heating on By keeping your heating on at a consistent temperature, you will reduce condensation Open your windows Ensure your windows are on when showering and cooking to reduce moisture and improve ventilation Use ventilation fans Many kitchens and bathrooms have ventilation fans, make sure you use them Clean air vents Ensure your vents are clean and are not blocked by furniture Wipe down surfaces Clean all surfaces, especially windows, windowsills and walls to prevent mould Dry your washing outdoors Reduce moisture by drying your clothes outdoors in spring and summer, and on maidens in your bathroom in autumn and winter

Download our checklist to keep track of your progress.

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WHAT IS

ADULT SAFEGUARDING? Every adult has the right to live in safety, free from abuse and neglect.

We want you to be aware of the signs to look out for in vulnerable adults, and know how to gain support.

For Safeguarding Adults Week, our Independent Living Team provided crucial information that is key to protecting our communities.

What is safeguarding? Avril, Independent Living Team Leader

Hoarding Aidan, Independent Living Officer

Self-neglect and mental health Carley, Aids and Adaptions Officer

Online abuse and scams Jennifer, Independent Living Officer

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Safeguarding in the community Vulnerable adults and children can be isolated from our communities, it is therefore vital that we recognise the signs of harm and abuse. Neighbours, volunteers and professionals can play a key role in keeping adults and children safe.

You can also report abuse to a Health and Social care professional, or to the Police for any urgent concerns.

If you are being affected by anti-social behaviour, contact us immediately on 0300 365 1111 or emailing enquiries@ovh.org.uk

You can report abuse or suspected abuse to One Vision Housing via your Neighbourhood Services Officer or a member of our team by calling 0300 365 1111 or emailing enquiries@ovh.org.uk.

Visit our Guide to Safeguarding for more details on the types of abuse and support available.

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A collaborative approach to achieving our

NET-ZERO CARBON COMMITMENT As part of our ongoing commitment to providing sustainable, safe and environmentally friendly housing, we are working collaboratively with our partners across The Sovini Group.

External refurbishments Five of One Vision Housing’s apartment blocks in the L20 area are currently undergoing an exterior renovation to improve carbon efficiency.

The refurbishments will help customers reduce their energy bills by improving thermal insulation through: •

new roofs, windows, and doors installed by Sovini Property Services

•

exterior thermal wall insulation installed by Ecogee UK

The project is with thanks to support from Sefton Council’s Green Homes Grant via the Department for Business, Energy and Industrial Strategy (BEIS)

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Responsibly sourced timber Sovini Construction secured structurally graded timber from the Group’s builders merchant, Sovini Trade Supplies, for our Morris Meadows development. Our timber framed homes provide a significantly lower carbon footprint through its manufacturing, reducing energy consumption throughout its lifetime and locking-away atmospheric CO2 for generations.

Partnership working Thanks to support from Wave One of the Government’s Social Housing Decarbonisation Fund, over 200 customers in the area will benefit from a project set to improve cavity wall insulation and prevent heating loss. We look forward to working with our partners to reduce energy bills for our customers, in collaboration with Department for Business, Energy and Industrial Strategy (BEIS) and Liverpool City Region Combined Authority to Sefton.

Electric vehicle charging for customers We are on a mission to help our customers adopt clean transport within their everyday lives, which is why we have partnered with Sovini Construction and Pod Point to support mass adoption of electric vehicles across our development sites.

Waste management Group partners Sovini Waste Solutions service each of our developments, refurbishment and investment projects with a zeroto-landfill approach, meaning we recycle and reuse as much of the construction site waste as possible.

Visit The Energy Saving Trust to find out more on how you can reduce your impact on the environment.

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Supporting our

COMMUNITIES We are committed to creating opportunities and changing lives as we strive to build a better future for our communities.

Here are just a few examples of how we have put this into action; Christmas

Remembrance Day

3,150 local people were supported by our projects over the Christmas period, creating over £4.76m in social value according to the HACT social value calculator.

Local veterans who took part in the Altcar Remembrance event thoroughly enjoyed themselves, remarking on how great it was to be back at Altcar training camp.

From volunteering at community Christmas dinners and events, to organising a food, toy and care pallet initiative, our teams worked hard over the festive season to improve the health and wellbeing of our communities.

This project has helped to support 60 Sefton residents, generating £89.8k in social value, which is £359.57 for every £1 spent.

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Food Pantry As a result of the centre receiving a grant from our Community Development Fund, Netherton Park Neighbourhood Centre’s food pantry has been able to support around 130 local residents, over 70% of which are our customers.

Know a community group or voluntary organisation in need? Apply for Community Development Fund today. *The HACT Social Value Calculator was created following extensive research to measure the positive impact of social initiatives.

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Celerating our colleagues during

NATIONAL APPRENTICESHIP WEEK We are proud to be supporting 15 remarkable colleagues who are each working towards professional development through an apprenticeship, gaining ‘Skills for Life’ and creating a better future within the housing sector.

Two of our apprentices shared an insight into how their training has supported their professional and personal development.

My apprenticeship is combined with a HNC in Construction and the Built Environment. Working towards both of these provides me with technical knowledge, experience and a qualification.

Jessica Shaw, Level 4 Construction Quantity Surveying Technician

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I have recently completed my apprenticeship in housing, this has helped me gain some valuable knowledge within my role. I have also gained some great tools that I have managed to implement in my day to day work life.

Mark Pinnington,

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Latest News from Developments by

ONE VISION HOUSING Are you looking to buy a home?

Or are ready to take the first step onto the property ladder?

We are here to help!

Morris Meadows Netherton, Sefton Barton Brook Green Garstang, Preston Moorside Place Crosby, Sefton Morris Meadows Our Morris Meadows development will soon be home to a mixture of two, three, and four bedroom homes.

Applications are now closed, we will be opening applications for our affordable rent apartments later this year. We can’t wait to welcome customers to this new and thriving community.

Whether you are interested in Shared Ownership or want to know more about Rent To Buy, our dedicated Sales Team are on hand to support you on your home ownership journey.

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Barton Brook Green Coming soon to Preston, Barton Brook Green will see 68 new homes with a range of tenures available including affordable housing, Rent to Buy, and Shared Ownership.

With our interactive site plan you can explore the development, house types and floor plans along with the plots available and more!

Start your journey to finding your forever home at Barton Brook Green by registering your interest today

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CONWAY POINT In February we celebrated the completion of our Conway Point development, a new apartment block which is supporting residents of Wirral onto the property ladder.

Managing Director of Housing, Ian Mitchell said: “We look forward to welcoming customers into their new homes and seeing them thrive within our communities for years to come.”

All apartments feature environmentally efficient specifications, supplied by local independent building merchant and fellow Group members Sovini Trade Supplies, including toilets, taps, showers, and light fittings, contributing towards the Group’s net-zero carbon commitment.

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Complaints and

FEEDBACK Your feedback is essential in helping us shape the services we deliver.

If you have a complaint about how a service is delivered, we want you to know that we are committed to putting it right.

Our Complaints Policy has been created in partnership with our customers and is independently assessed and accredited by HouseMark, in addition to being compliant with the Housing Ombudsman Complaints Code.

In 2021/21…

100% of complaints were resolved within 10 working days

75%

of customers were satisfied with complaint handling

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How we are improving our service Complaint Champions

End-to-end review

Our Complaint Champions are made up of customers who volunteer to support others who may require a little help throughout the complaint process.

We have recently conducted an end-to-end review of our complaints process, this involves monitoring our performance and complaints procedure to improve how we operate. Using feedback from customers to make improvements and provide professional development to colleagues.

Annual self-assessment We are committed to providing an annual self-assessment, to ensure we remain compliant with guidelines whilst enabling a positive complaint handling and improvement culture across the organisation.

Read more about our Complaints, Appeals and Feedback policy here, or visit our website for details on how to raise a complaint.

The self-assessment is reported to our Board and is available to read on our website.

If you want to share a suggestion, give a compliment or make a complaint, please talk to us.

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You said,

WE DID We are dedicated to providing an excellent customer service and your feedback is essential in helping us shape our services.

We understand that sometimes things don’t go to plan, and our services may fall below your expectations. We want you to know that your feedback is invaluable and helps us to focus our efforts on things that matter most to you.

Across quarters three and four our overall customer satisfaction rate is

92.7%

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You said: We needed to improve the information we provide for new customers We did: We have recruited more Neighbourhood Services Officers to support our customers and have increased communications to ensure all relevant tenancy information is provided.

You said: We should increase the number of repairs that are completed during the first visit We did: We have improved our reporting methods, allowing us to monitor and review why jobs are not always completed first time. This has helped us to make improvements and reduce the number of repeat visits, where possible.

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You said: We need to improve our cleaning service We did: A new cleaning service contract is now in place which has seen a range of improvements implemented, including new vans, new cleaning equipment, and improved cleaning schedules.

Cleaning specifications have also been reviewed to ensure high standards.

You said: We should improve our gas repairs service We did: To ensure our Gas Team have the supplies needed to carry out gas repair services, stock takes are taken regularly and parts that are used most often are regularly replenished. In more complex cases, we may need to order additional parts and complete a follow up visit to finish the repair. In these instances customers will be informed that a follow up visit is required.

Want to help to shape the services we deliver?

Join our Customer Voice Group to get involved.

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Our

PERFORMANCE Our customers are at the heart of everything we do at One Vision Housing, and we pride ourselves on offering more than bricks and mortar.

Our 2021/22 Annual Report highlights how, as part of The Sovini Group, our colleagues have helped to shape our communities by strengthening One Vision Housing’s offer and services for customers.

£22 million in social value generated

£36 million

invested repairing and improving homes.

95%

overall satisfaction from customers.

£6.9 million

invested to improve energy efficiency

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SHAPING

OUR COMMUNITIES

Read the full report today

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Customer

VOICE We provide our customers with plenty of opportunities to get involved and help to shape, influence, and improve the services we deliver.

We understand that customers may wish to be involved in different ways, that’s why we offer low, medium, and high levels of customer involvement.

Members of our Customer Voice Group are involved in the creation of a number of documents such as our customer newsletter and Annual Reports.

An online survey has been added to One Vision Housing’s website, providing customers with an opportunity to provide feedback with an option to include contact details or be anonymous.

We use your customer feedback to make improvements to these documents, policies and letters are also reviewed by customers.

Customer satisfaction surveys are sent out following services, with a STAR (Survey of Tenants and Residents) conducted to obtain in depth feedback annually.

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Meet Arthur, a valued member of our Customer Voice Group Q: What does being part of the Group mean to you?

A: Being involved is integral to my life and lifestyle, I’m a Community Champion which gives me a sense of belonging and feel like I’m part of the organisation.

Q: Tell us a bit about yourself A: I’m really into tourism and have lived and worked in 26 countries. I recently attended the World Gymnastics and hope to be part of Eurovision when it comes to Liverpool.

Q: How long have you been a customer of One Vision Housing?

A: I have been a customer from the very start, since 2000 and have been part of the Customer Voice Group for 16 years.

Q: What is your favourite thing about being part of the Group?

A: It gives me a social responsibility and sense of pride in the local community which One Vision Housing is a big part of. I get to help assess applications and allocate grants from the Community Development Fund and I enjoy being part of the Brand Group too and getting to help with the Annual Report.

Q: Is there anything else you’d like to share?

A: I’m incredibly grateful for all of the support I’ve received from One Vision Housing employees, especially after being ill.

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Beware of

BOGUS CALLERS Please remember that anyone working on behalf of One Vision Housing will be able to provide identification before entering your property.

If you have any doubts, please contact us on 0300 365 1111 before letting someone enter your home.

Come and

#BePartOfIt! We have a vision of a better future for our communities and are on a mission to create opportunities and change lives.

Want to become a part of our world-renowned team and make a difference?

Start your journey with The Sovini Group today and view our current vacancies here.

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Get in touch ovh.org.uk 0300 365 1111* enquiries@ovh.org.uk @ovhousing facebook.com/ovhousing

The information inside this newsletter was correct at time of publication. For the most up-to-date information, please visit ovh.org.uk.

@onevisionhousing One Vision Housing One Vision Housing is part of The Sovini Group

*8am - 6pm, Monday to Friday excluding bank holidays.

Emergency repairs, 24 hours, 7 days a week

RESPECT ASB charter for housing

with the Social Landlords Crime and Nuisance Group

04/23

Certificate Number 2771 ISO 9001, ISO 14001, ISO 45001, ISO 27001, ISO 27701

If you need assistance understanding the information in this document, please contact us on 0300 365 1111.

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