Neighbourhoods
We are committed to creating safe and secure neighbourhoods for our customers. We take a proactive approach by partnering with local organisations to enhance the lives of our residents and the communities they call home.
Days of Action
Throughout this year, One Vision Housing (OVH) has already completed a successful 13 Days of Action across various locations, including Bootle, Kensington, Netherton, Ainsdale, Seaforth, Belle Vale, Parr, and Maghull.
These days are dedicated to engaging with residents, conducting
litter picking and fly-tip removal alongside local enforcement officers, and providing skips to prevent future fly-tipping. Our goal with these days is to create a community culture that promotes a sense of pride and encourages residents to keep their local areas clean and tidy.
Our impact
The positive impact of these Days of Action is evident in resident feedback:
Mrs. Brown from Netherton said:
“The area has been kept clean and tidy since the Day of Action. It was a good opportunity to dispose of rubbish and has been great in keeping the place clean.”
Ms. Davies, from Southport said:
“It was good to see some residents getting involved and for the younger children to see the older
Fly-tipping prevention
Our commitment to clean neighbourhoods extends beyond our own initiatives. OVH actively supports Sefton Council’s “Why Fly Tip?” campaign by providing skips and resources for all their clean-up days. We’ve also provided similar resources for MP-organised clean-up days at Ford Lane, Pendle, and Park Lane.
We still have three events to go, scheduled for:
children helping on the clean-up day. It was also good to see some residents who wouldn’t normally come together, interact, and share stories. This is still the case 8 weeks on. It was good that some issues were brought to the attention of OVH and picked up on the day which gives the residents confidence that they are being listened to.”
For support on fly-tipping in your area, please scan the QR code.
Thorburn/Maude Royden Close (Rock Ferry, Wirral) date TBC
Captains Lane (Litherland, Sefton)January 21st, 2025
Elswick Road/Pilling Close/ Presell Close (Southport, Sefton)March 4th, 2025
We encourage all residents to participate in these upcoming events and contribute to building a cleaner, more vibrant neighbourhood for everyone.
New Customer Support Offer
To improve tenancy sustainability, we’ve introduced a comprehensive support package for new tenants. This includes:
• Increased support visits
• Bi-weekly check-in calls
• Benefit checks and Universal Credit assistance
• Essential item provision (furniture, white goods, starter packs)
• Financial support applications (DHP, OVH Support Fund)
• Food bank referrals and food club subscriptions
• Debt advice and other essential services
• Independent Living Service Referral.
This enhanced support has already made a significant difference. For example, a couple struggling financially received vital support, including food bank referrals and debt advice. They expressed immense gratitude for the assistance, stating
“We can’t thank you enough,we feel like we can see light at the end of the tunnel. The weight of worry off our shoulders has given us a new lease of life. Thank you so much for taking the time to help us, you are a credit to OVH.”
By providing targeted support, we’re empowering our tenants to thrive and build stable futures.
Improving alleyways across our communities
We’re actively working to improve our alleyways. This includes:
• Clearance and maintenance in key areas like Marsh Avenue, Hankey Drive, Mahon Avenue, and more.
• Resident engagement to understand their needs and preferences, with many requesting cleared spaces for gardening.
• Deterrent measures including regular inspections to reduce fly-tipping.
Neighbourhood Cafes
Earlier this year, OVH introduced Neighbourhood Cafés as a way to bring our services directly to our communities. These welcoming spaces offer a chance to connect with our team, ask questions, and access support.
We have three Neighbourhood Cafés located across Sefton and Wirral. For specific locations, dates, and times, please scan the QR code.
• Innovative solutions such as bin store installations, as seen in Kirkstone Road North, to address persistent issues. After evaluation, OVH may replicate this in other areas in the future.
By taking a proactive approach, we aim to create cleaner, safer, and more pleasant alleyways for our residents.
Following an evaluation, OVH may replicate the sessions in other areas in the future. We’re excited to see steady attendance at our current venues and anticipate even greater participation in the future.
Universal Credit Migration
We’re letting you know about some important changes to benefits. The government is moving everyone onto a single system called Universal Credit. This means you may soon receive a letter called a “Universal Credit Migration Notice” from the Department for Work and Pensions (DWP).
What you need to do:
Look out for your Migration Notice: This letter will explain what you need to do to claim Universal Credit and continue receiving financial support. Don’t take any action until you receive this letter.
Apply by the deadline: Once you get your letter, you’ll have three months to apply for Universal Credit. Missing the deadline could mean a break in your benefits.
Moving to a new system can be confusing, but One Vision Housing is here to support you every step of the way. We’ve put together a guide with all the information you need about Universal Credit migration, including:
• What Universal Credit is
• How to apply
• What happens to your current benefits
• Getting help and support
• Scan the QR code for full details and support available
If you have any questions or need help with your application, please don’t hesitate to contact our friendly team.
Social value
One Vision Housing remains committed to delivering exceptional social value to our customers and communities.
We've already made significant strides, including resident engagement activities in our Independent Living Schemes, community events like the Fun Fest at Netherton Park Neighbourhood Centre, Neighbourhood Days of Action to improve local environments, financial inclusion advice to support financial wellbeing, family support programs to strengthen families, and mental health support projects to promote mental health.
In addition to our social impact, we're actively working towards a sustainable future. By investing in energy-efficient upgrades to our properties, we're helping our customers reduce energy bills and minimise their carbon footprint.
We're proud to have sponsored the Brunswick Youth & Community Centre minibus, one of the first fully electric minibuses in the UK. This initiative aligns with our commitment to sustainability and demonstrates our dedication to reducing carbon emissions. We're excited to see the positive impact this innovative vehicle will have on the community.
Developments
Enhancing your homeownership journey
We’re excited to share some great news about our development sales and shared ownership progress!
Our commitment to making homeownership accessible is evident in our strong sales performance. During April - June, we achieved an impressive average
sales period of 4.5 weeks, well under our 8-week target. We also secured four new build sales, generating £240k in sales. Year-to-date, we’ve achieved a total of 14 first-tranche sales, including our first Rent to Buy to Shared Ownership transaction, generating over £1.35m in sales.
Creating opportunities
We’ve facilitated one staircasing and instructed solicitors on four tenure conversions, empowering more customers to own a larger share of their home. Our average first-tranche sale was 30%, with an average purchaser age of 38 and an average income of £23,250 after tax. This includes cash purchasers, demonstrating our success in attracting a diverse range of buyers.
Innovation
We’ve introduced internal conveyancing on plot sales, streamlining the process for customers. We’ve partnered with Rightmove to offer an internal resale service for shared owners. We’ve instructed solicitors on four additional Rent to Buy conversions, two converting to Shared Ownership and two to outright sale. This is a significant milestone, as our solicitors commented it’s the first time they’ve acted on such transactions.
To support this growth, we’ve developed a Customer Guide sheet and process, and introduced our first 1% staircasing transaction. We’re exploring opportunities to expand internal conveyancing on plot sales. We are now exploring opportunities to expand this service and further enhance our efficiency.
Learn more about increasing how much of your home you own.
06
Customer Experience
We’re committed to listening to your feedback. 181 customers have already registered for Customer Voice, and we’re continuing to encourage participation. Stay informed with our monthly newsletter, available online, via email, hard copy, and in audio format.
We’re dedicated to your wellbeing and have developed a new promise outlining our commitment to supporting your needs. We’re also building a dedicated space on our website to encourage learning, provide training courses, and offer opportunities for work experience.
How we’re improving our services
Fair Access to Services: We’re working to make our services accessible to everyone. We’ve surveyed over 53 vulnerable customers to better understand their needs and demonstrate our commitment to listening to and engaging our customers to improve our services. We’re improving communication with customers Demonstrate our commitment to listening to and engaging our customers to improve services.
Scan here to Get Involved and sign up to our customer newsletter
Scrutiny and Case Studies: Our dedicated Scrutiny page and Case Studies page highlight service outcomes and demonstrate our commitment to transparency.
Digital accessibility: We’re making our website more accessible with the development of the ReCITE me tool to make our website more user friendly and inclusive to those with access needs.
Digital updates: We’re using new software to analyse data from various intelligence sources, identify trends, and take action to improve our services.
We’re also actively seeking your input through scrutiny meetings, customer complaints panels, and high-rise meetings. By working together, we can continue to improve your experience.
Scan here to find out more about our recent case studies and scrutiny panel.
You said, we did 07
EDI Forum
You wanted a forum to discuss equality, diversity, and inclusion.
Enhanced Customer Voice Webpages
You wanted to see examples of how we’ve improved services.
New Technology and Software
You wanted us to use technology to improve our services.
Stakeholder
Engagement Activity
You wanted us to work closely with our partners.
We’re establishing an EDI Forum to build on the success of our Fair Access to Services Project and our Vulnerable Persons and Reasonable Adjustment Policy.
We’ve added case studies and a dedicated Scrutiny page to our website. You can now find Neighbourhood Services Officer details and information on accessing online learning. We’re also working on improving website accessibility.
We’re using new technology and software to analyse data, identify trends, and take action to improve your experience. We’re also working to understand how well we’re meeting your specific needs.
We’ve strengthened our relationships with key stakeholders to improve customer health and wellbeing, especially for vulnerable customers.
Consumer Standards
You wanted us to meet high standards of service.
Customer
Involvement
You wanted to be involved in shaping our services.
We’re preparing for an upcoming audit and updating our strategy, policies, and processes to meet new standards.
We’re offering opportunities for customer involvement, providing training and equipment to help you share your views. Over 181 customers are now involved in shaping our future.
Your feedback helps us shape our services. Please take a moment to complete the short survey below to let us know your thoughts on how we’re doing based on our Code of Behaviour.
Customer Services 08
Our Customer Service Centre has been busy this year, handling almost 80,000 calls and over 13,000 emails.
We’re excited to announce that we’re upgrading our systems to improve our service delivery. While there may be slight delays during this process, we appreciate your patience.
It is important that any personal data we hold about you is up to date, if your details have changed please let us know. You can also book repairs, make payments, and check your balance. To manage your account online, use our customer portal My Account:
Housing
Our Holistic Services approach is designed to support tenants and prevent unnecessary evictions. We offer a range of services, including:
• Covering sign-up, support, rent, tenancy, and ASB issues.
• Financial inclusion working with Universal Credit officers, Department of Work and Pensions, and local authority partners.
• Independent living support, with targeted support for vulnerable customers.
• Providing refuge for women and families affected by domestic abuse, with 17 families supported in 2024.
We’re proud to have achieved MIST (Maximising Income; Sustaining Tenancies) Accreditation HQN and RESOLVE Accreditation for our Antisocial Behaviour Service. We’ve also collaborated with key partners on 21 ‘Days of Action’ across our stock. To further support tenants, we’ve allocated:
• £130k to a Support Fund, assisting 166 tenants in financial hardship.
• £20k to the Homestarter Fund, providing essential furniture and decoration for 49 new tenants.
• We’ve also partnered with Sovini and Torus on fuel voucher initiatives and provided paint packs and furniture to vulnerable customers.
Get in touch
ovh.org.uk
0300 365 1111*
enquiries@ovh.org.uk
facebook.com/ovhousing
@onevisionhousing
One Vision Housing
If you need assistance understanding the information in this document, please contact us on 0300 365 1111.
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The information inside this leaflet was correct at time of publication. For the most up-to-date information, please visit ovh.org.uk.
*8am - 6pm, Monday to Friday excluding bank holidays. Emergency repairs, 24 hours, 7 days a week