Ongo receive Exemplar award for customer engagement

Ongo has been awarded the Tpas Exemplar accreditation after achieving pro level three years in a row and demonstrating a consistent quality approach to customer engagement.

This accreditation provides an independent review of services a housing association offers to its customers, in terms of involvement, highlighting areas of strength and ways to improve.

The process involves a rigorous desk top assessment, requiring evidence of what has been done to engage with tenants, along with a survey and focus groups with colleagues, volunteers and Board members.

Ongo were awarded Exemplar for the formation of their Residents Building Safety Group, the promotion and facilitation of digital methods, encouraging diversity with younger people now being involved and their variety of opportunities.

Key achievements also include having a strong Community Voice group who are Ongo’s main tenant representatives, and joint working across the business to not only listen to customers, but take action.

Wendy Wolfe, Customer Engagement Manager at Ongo said: “This award recognises the hard work and commitment of our brilliant tenant volunteers who give their time to make a difference, and our colleagues too.

“I am very proud that listening to, and empowering tenants, is absolutely at the heart of what we do at Ongo. I believe this wholeheartedly and am delighted it has been recognised in this accreditation.

“I’d like to give a huge thanks to everyone involved in helping to achieve this.”

Jenny Osbourne MBE, Chief Executive of Tpas, said: “We are thrilled to present Ongo with this Exemplar award which highlights their excellent and dedicated approach to involving tenants in decision-making at the highest level.

“Despite several challenges across the sector in recent years, Ongo has sustained and enhanced their commitment to tenants through the range of involvement opportunities they offer.

“These continue to allow tenants to help improve services and make a difference to their homes and communities.

“Not many organisations receive the Exemplar status, so it shows how they are one of the leaders in customer engagement throughout the country. I’m excited to see their progress in the coming years.”

Dawn Johnson, a member of Ongo’s Community Voice tenant panel, added: “Tenants have played a key part in this success. Our input, ideas and feedback are crucial in making what Ongo deliver the best it can be for all tenants.

“I’m so proud to be involved, having a say and knowing that I am part of change. We’re getting more tenant volunteers on a regular basis, but we always want more people to be involved and help shape the future even if they don’t have much time to spare.”

To find out more about Ongo, or if you’re a tenant and want to have your say on their services or get involved with their team, head to: www.ongo.co.uk/getinvolved. For more on Tpas, go to: www.tpas.org.uk.