INVISION - IF YOU NEED HELP UNDERSTANDING THE INFORMATION IN THIS DOCUMENT PLEASE CONTACT US ON 0300 365 1111 - ONE VISION HOUSING
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InVision Autumn 2018 WHAT'S INSIDE My Account Manage your tenancy online Gold Award Supporting the Armed Forces Rent to Buy Renting the home you want to own If you need help understanding the information in this document please contact us on 0300 365 1111.
Contents
2 - INVISION - AUTUMN 2018 3 - INVISION - AUTUMN 2018
3 Manage your tenancy online with
My Account Manage your tenancy online with
4
5
Reporting repairs on My Account
Community Development Fund
MY ACCOUNT
Summer highlights You can now report repairs, make payments
6
6 and view your account statements online
8 Supporting Armed Forces with our free, easy-to-use and convenient
10 Letting us in My Account service (previously known as
Customer Self Service Portal).
11 Complaints process improvements
12 Retirement homes revamped
14 Let Help Hub help you Follow these steps and manage your account whenever and
wherever you want, through your computer or mobile device.
15 Make your voice heard
How to sign up for My Account:
12 16 Owning your home with Rent to Buy
1. Go to ovh.org.uk/my-account and click ‘Create Account’ Need access
18 Macmillan Coffee Mornings 2. Enter the email address you use for OVH, if you to the internet?
20 Get boiler savvy have never registered one with us, please contact
You can use the
us on 0300 365 1111
21 Rent payment and support IT Suite at Coral
3. Choose a password and re-enter to confirm Drive to access
22 Make a Stand against Domestic Abuse
4. Enter your OVH account number and your date of birth My Account
24 STAR Survey results 5. Choose and enter your security details
26 Christmas Opening Times 6. Check your inbox, look for an OVH verification
16 email and click the verify link
7. You can now sign in at ovh.org.uk/my-account
If you have any problems registering, logging in,
or would like advice about how to use My Account,
please call 0300 365 1111.
Keep an eye out for further improvements to
Front cover: My Account in the near future.
Resident Peggy Turn over to find out how to report a repair
18 turns 100 (p7) and book your appointment online.
4 - INVISION - AUTUMN 2018 5 - INVISION - AUTUMN 2018
Report a PROBLEMS
REPAIR
REPORTING A
REPAIR ONLINE?
PLEASE CALL
ONLINE 0300 365 1111
With My Account, you don’t need to call or visit us to report a
(non-emergency) repair, you can do it online at a time that suits you. Group CEO Dr Roy Williams with Jamie Carragher Sports & Learning Academy
Here’s a step by step guide to reporting a repair online.
1. Sign into My Account Giving back to the
2. Select ‘Book a Repair’
3. Under ‘Choose a repair item’, you can either use the repair categories
drop down menu or type in the problem
COMMUNITY
4. Answer the questions to narrow down the issue We have a Community Development Fund available for voluntary
5. Under ‘Tell us more’, add more details about the problem and community groups who want to deliver projects or services that
6. On the ‘Basket’ page, you can provide information about accessing benefit our communities.
the property and add your contact number
The fund seeks to encourage Community Applications are now open for 2018/19
7. Choose your preferred appointment slot or click ‘view more slots’ Projects that contribute to the following and can be submitted at any time. See
for more availability six themes. the website for more information or
contact us on 0300 365 1111 to request
You’ll receive a reminder text message 24 hours before your appointment slot. • Improved Community Safety an application form.
To change or cancel the appointment, please contact us. • Support for vulnerable or
older people Previous recipients of the Fund have
• Promotion of health and wellbeing included Netherton Park, Brunswick
• Informal learning opportunities Youth & Community Centre, the Jamie
• Provision for youths Carragher Sports & Learning Academy
• Increased involvement and St Leonards Church.
or empowerment
A total of £10,000 will be available
in the form of grants to voluntary/
community groups.
6 - INVISION - AUTUMN 2018 7 - INVISION - AUTUMN 2018
The Great Get Together Ford Lane Community Garden
What a
SUMMER!
Our Garden is buzzing!
In June, the Mayor of Sefton officially
opened the apiary complete with
new beehives at our community
garden in Ford Lane alongside
We’ve had a scorching summer, Celebrate the Good Times schoolchildren from Rowan Park
School. The Garden is managed by
filled with some great news We were awarded £10,000 by the Big
B 4Biodiversity, for more information
and events. Lottery Fund to support four community
on how to volunteer, contact us on
events which aims to bring people
0300 365 1111.
together and tackle social isolation.
Beehives at Ford Lane Community Garden
The first of these events was The Great
Get Together which took place in June
at the Bootle Firwood Cricket Club Resident turns 100
where guests were treated to food, Over the summer we also celebrated
drinks and live entertainment. Other the 100th birthday of the 'Queen of
events include a Suffragette-themed Mill Spring Court', Peggy, with a party
afternoon tea to celebrate Older complete with cake, presents and a
Person’s Day, a WWI centenary event, card from the other Queen, Queen
The Great Get Together - Bob Forster as Elvis and a Christmas Day Lunch. Elizabeth II. Peggy's 100th birthday
8 - INVISION - AUTUMN 2018 9 - INVISION - AUTUMN 2018
Remembrance Day at The Sovini Group OVH and Veterans HQ rehomes veteran couple
The award recognises employers who:
Gold for supporting actively support Reservists, Service
“I was having the worst
ARMED FORCES leavers, wounded, injured and sick time of my life but
servicemen and women, the Cadet
organisations and service families; as
because of the kindness,
well as organisations that inspire others professionalism and love
As part of The Sovini Group, to follow their lead.
shown (by OVH), I have
we’ve achieved Defence
Employer Recognition Scheme’s One Vision Housing provides ex-service been able to turn my life
Gold Award for our outstanding personnel with housing, training and around and feel I have
support of the Armed Forces employment opportunities through our
community. We're proud to be partnerships with local organisations a future.”
the first housing group in the such as Veterans in Sefton and John
UK to win the award. Liverpool Veterans HQ. Veteran
10 - INVISION - AUTUMN 2018 11 - INVISION - AUTUMN 2018
Letting us Simplifying the
INTO YOUR COMPLAINTS
HOME PROCESS
Repeatedly denying us access to We will always let you know in advance We welcome all customer
your home to carry out essential and try to accommodate you with feedback, as it plays a vital role If you would like to give
checks and repairs may result in suitable appointment dates. in improving our services. If us feedback, please get in
substantial court costs. customers are unhappy with touch through the ways
However, if you repeatedly don’t allow our services, they can make a listed on p27.
For us to ensure you are safe in your us access to do these checks and repairs,
complaint through our dedicated
home we sometimes need access to you may have to pay substantial court
complaints process.
your property to carry out essential costs. So if you receive a letter about
checks and repairs (such as Fire Risk these types of works, please don’t ignore
Assessments and Electrical Testing). it – get in touch with us. In order to make the complaints TENANT
process simpler for customers, we’ve COMPLAINT
shortened the process from three CHAMPIONS
stages to two stages.
REMEMBER
This group of tenants can help you
Any individual acting for or on Since we’ve made this change in October through the complaints process.
behalf of One Vision Housing will 2017, we’ve seen a 10% increase in the To speak to one of our Champions,
be able to provide you with ID. number of customers satisfied with how call us on 0300 365 1111.
their complaint was dealt with.
12 - INVISION - AUTUMN 2018 13 - INVISION - AUTUMN 2018
Kenyons Lodge
Communal spaces in Kenyons Lodge
in Maghull, Bishops Court in West
Derby and Brooks Court in Wirral
were given a complete makeover with
soft colour schemes and a luxury feel.
Modern furnishings have been Brooks Court
Bishops Court
used to create welcoming,
comfortable and relaxing areas of local landmarks have also been
Retirement homes for our customers. Each area was placed throughout the buildings
REVAMPED
designed to utilise the space more to increase familiarity amongst
effectively, whilst meeting the our customers.
aspirations of our customers.
Afternoon tea parties were held by
To help customers who have memory Sovini Property Services and One
Three of our Independent Living schemes have been transformed loss we have decorated each floor Vision Housing to celebrate the
as part of our £1m plan to make all of our schemes more energy differently to distinguish between newly refurbished spaces and to
efficient and provide contemporary communal living spaces for the floor levels, hallways and rooms. thank customers for their patience
our customers and visitors to enjoy. Scenic paintings and photographs and cooperation.
14 - INVISION - AUTUMN 2018 15 - INVISION - AUTUMN 2018
Let OVH Help Hub Make your
HELP YOU VOICE HEARD
If you’ve recently migrated to There’s also comprehensive directory Want to get involved and make
Universal Credit and need advice of local services so you can find the a difference for OVH customers?
or support, visit our dedicated support available in your area. We’re looking for more customers
website OVH Help Hub. to join our Scrutiny Team.
Visit thehelphub.ovh.org.uk for
On our Help Hub, you’ll find a step-by- full details.
step guide on how to make a claim,
including the information on how to
open bank accounts, get online and sign
up for a free email address. WHAT IS
UNIVERSAL
The website also provides advice in areas CREDIT?
such as:
• Debt A means-tested benefit for people The Scrutiny Team are a team of For more information on all the
of working-age who are on a low volunteers who meet regularly to look different ways you can get involved, visit
• Food
income. It replaces 6 existing in detail how we deliver services to ovh.org.uk/customers/get-involved
• Help with rent means-tested benefits. Universal customers. They provide customer’s
• Household bills Credit is paid directly to the perspectives on any issues and give
• School costs recipient on a monthly basis. THE NOISE APP
recommendations for improvements.
• Volunteering and employment
After reviewing our Anti-Social
You don’t need any qualifications to Behaviour (ASB) Service, the
become part of the Team, just a passion Scrutiny Team recommended a
for improving customer service and the new way to report noise nuisance.
ability to work well in a team. This resulted in The Noise App, a
free app which enables customers
If that appeals to you and you have to record noise nuisance on their
a few hours a month to spare, contact phones and have it reported to
our Customer Empowerment Team on our ASB Team.
0151 530 5504.
16 - INVISION - AUTUMN 2018 17 - INVISION - AUTUMN 2018
With Rent to Buy, you can move into a
Owning a home with new build home from One Vision Housing
now and pay reduced rent (calculated at
WHAT IS RENT
TO BUY?
RENT
80% of the market rent for the property)
for up to 5 years, allowing you to save A Government-backed scheme
towards the deposit for the house. that allows future homeowners
TO BUY
to rent the property they wish
to buy, at a reduced rate for up
“We’re delighted to introduce Rent
to Buy as another affordable option to 5 years.
for those wishing to step onto the
property ladder. It is a flexible product
that enables prospective buyers to For more information on Rent to Buy
If you’re in work and want We’re introducing Rent to Buy at the
move into their new home now and and other schemes, contact our
to buy a new home but are highly-anticipated Blackbird Grange
pay a reduced rent for a fixed period Sales Team for more information on
development in Walton, and at The Brook of time – this will help them save
struggling to save for the at Scarisbrick. The homes will be let on a
0333 733 8888 or sales@ovh.org.uk
towards a deposit for when they are
deposit, then Rent to Buy first come, first served basis. ready to buy their home.”
could be an option for you. Helen Reddington
Head of Sales, One Vision Housing
18 - INVISION - AUTUMN 2018 19 - INVISION - AUTUMN 2018
Proceeds from the bake sales,
raffles (where some prizes
were donated by residents
and their families) and other
Raising money donations raised an amazing
£3,083.32 for Macmillan!
CAKE AND
COFFEE
This Autumn, staff and Residents generously donated
residents from our Independent homemade and shop bought cakes for
Living schemes have been the events which were held at all seven
of our Independent Living schemes.
taking part in Coffee Mornings
to raise money for Macmillan
Alongside the delicious bakes, guests
Cancer Support. also enjoyed refreshments provided by
our Independent Living Service.20 - INVISION - AUTUMN 2018 21 - INVISION - AUTUMN 2018
GET KEEPING
BOILER ON TOP OF
SAVVY YOUR RENT
As the days get colder, we get an At this time of year, some customers may find themselves short
increase of calls from customers on cash but it’s important not to neglect your rent payments and
about their boilers. For some contact us so we can help you to find a solution.
cases, simple checks by the
customer can fix the issue. Rather than allowing rent arrears to For information on how we can help,
build up, risking penalties and even legal please contact us.
action, we’re urging customers to get in
touch so we can help.
You can also find a directory of
So if you are struggling with payments, local services providing money
Before contacting us, check if the below works for you. there are a number of ways we can help. advice as well as saving and
1. Is it switched on at the wall? 4. On a prepayment meter? budgeting tips on our OVH Help
It may have been accidentally Check there’s credit We can help you to apply for: Hub, thehelphub.ovh.org.uk
switched off. It’s worth checking there is money • Universal Credit
loaded onto your meter. • Housing Benefit
2. Is the thermostat turned up?
Seems like a no-brainer but • Discretionary Housing Payment
sometimes you can forget to turn • OVH Hardship Fund
the temperature up. If the above doesn’t work for • Emergency Payments for utility bills
you, report the repair online • Council Tax Support
3. Check the timers – are they
(see p4 for more details) or • Food Vouchers
set up correctly?
contact us on 0300 365 1111.
Other members of the family may
have changed the settings or turned We can also offer:
it off which can affect when the • Debt advice
boiler comes on. • Employment support22 - INVISION - AUTUMN 2018 23 - INVISION - AUTUMN 2018
Make a Stand against
DOMESTIC
ABUSE
We’re making a stand against domestic abuse and we’re committed If you’re experiencing domestic abuse or worried that a friend or family member
to providing support to those experiencing domestic abuse. might be, you can find support from these local services:
As part of our commitment, we’re Sefton Women and Childrens Aid
putting in place policies to support 0151 922 8606
customers affected by domestic
Sefton Independent Domestic Violence Advocate Service
abuse and making information about
0151 934 5142
support services more accessible to
Liverpool Domestic Abuse Service
staff and customers.
0151 263 7474 or Freephone 0800 084 2744
Merseyside Domestic Abuse Service
0151 709 8770
Cheshire West and Chester Domestic Abuse Family Safety Unit
01606 351 375 or 24 hour helpline 0808 2000 247
Cheshire East Domestic Abuse Hub
0300 123 5101
NATIONAL DOMESTIC VIOLENCE HELPLINE
FREEPHONE 0808 2000 247
A free, confidential helpline run by Women’s Aid and Refuge for anyone
experiencing domestic abuse and it is available 24 hours a day, seven
days a week.24 - INVISION - AUTUMN 2018 25 - INVISION - AUTUMN 2018
HOW DID ANNUAL REPORT
WE DO?
Your One Vision Housing
Annual Report 2017/18 is
now available online.
You can read about the key stories
Our annual STAR (Survey Just under 1500 customers from of last year and find out how we
of Tenants and Residents) across our housing services took performed at ovh.org.uk.
Survey asks customers their part in the 2017/18 survey.
satisfaction of our services,
We would like to thank everyone
what we are doing well and
who participated in the survey.
the areas we can improve.
Here are some of the key results from the survey:
CUSTOMER SATISFACTION VALUE FOR MONEY
95% 92% 95% 93%
OVERALL SATISFACTION SATISFACTION SATISFACTION
SATISFACTION WITH THE WITH QUALITY OF THAT OVH LISTENS
Up 1% from NEIGHBOURHOOD YOUR HOME TO AND ACTS ON 96% CUSTOMERS BELIEVE THEIR RENT 91% CUSTOMERS BELIEVE THE SERVICE
previous year. Up 3% from Up 3% from CUSTOMERS’ VIEWS OFFERS VALUE FOR MONEY CHARGES OFFERS VALUE FOR MONEY
previous year. previous year. Up 4% from Up 1% from previous year. Up 6% from previous year.
previous year.
Full results of the STAR Survey 2017/18 can be found on our website.26 - INVISION - AUTUMN 2018 27 - INVISION - AUTUMN 2018
Get in touch
Christmas
CLOSURE
ovh.org.uk OVH Head Office
Atlantic House,
Dunnings Bridge
Road, Bootle,
0300 365 1111 (24hr)
Over the holidays, we will be closed Customers can still report emergency Merseyside L30 4TH
on the following dates: repairs and anti-social behaviour during Open: Mon to Fri –
Monday 24th December this time on 0300 365 1111. 8.30am to 5:00pm
enquiries@ovh.org.uk
Tuesday 25th December
We will be back open as normal from Customer Access Centre
Wednesday 26th December Wednesday 2nd January 2019. Coral Drive, Bootle,
Thursday 27th December @ovhousing Merseyside L20 3UG
Friday 28th December Open: Mon to Fri –
Monday 31st December 9am to 5pm
Tuesday 1st January facebook.com/ovhousing
From everyone at One Vision Housing, we wish all our
customers a very Merry Christmas!
Friends and family
far away? respect
ASB charter for housing
Join us for lunch on
Christmas day.
For more information, contact Lizz Lee, Customer
Empowerment Officer on 0151 530 5453. Certificate Number 2771
with the Social Landlords ISO 9001, ISO 14001, ISO 27001, OHSAS 18001
Crime and Nuisance Group28 - INVISION - AUTUMN 2018 If you need assistance understanding the information in this document, please contact us on 0300 365 1111. Chinese – 如果您需要幫助了解本文檔中的信息，請致電 0300 365 1111 與我們聯繫。 Lithuanian – Jei norite, kad Jums kas nors padėtų suprasti šiame dokumente pateiktą informaciją, prašome su mumis susisiekti tel 0300 365 1111. Polish – Jeśli potrzebujesz pomocy, by zrozumieć informacje zawarte w tym dokumencie, skontaktuj się z nami pod numerem 0300 365 1111. Portuguese – Caso necessite de assistência para compreender a informação constante neste documento, deverá contactar-nos através do 0300 365 1111. Russian – Если вам требуется разъяснение информации, содержащейся в данном документе, пожалуйста, свяжитесь с нами по телефону 0300 365 1111. Turkish – Bu belgede verilen bilgileri anlama konusunda desteğe ihtiyaciniz olursa lütfen bize ulaşin 0300 365 1111.
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