Ongo announces biggest shake-up in its history, following tenant feedback

Ongo is making significant changes to improve repairs and front-line services, following extensive feedback from over 1,500 tenants. The organisation has announced the launch of a brand-new ‘Neighbourhood Delivery Model’, designed to provide a more personalised, responsive, and visible service across its communities. The changes, which go live from 1 October, are a direct response to what tenants said they wanted - a named officer and single point of contact, greater visibility in neighbourhoods, teams that meet service demands, and clearer communication. This is not about making cuts, it’s about investing in better services. Ongo has added new roles and restructured its teams to ensure tenants receive the support they need, while also meeting regulatory requirements including new customer standards and Ombudsman best practices. Key changes include:

• Three new regions – made up of 29 neighbourhoods, each with around 400 homes, allowing for more localised and tailored support.
• Three Regional Managers and six Neighbourhood Manager’s – focused on improving local communities and inviting tenant input to shape future improvements.
• Dedicated Neighbourhood Officers – merging Tenancy and Lettings Officer roles to give tenants one consistent point of contact from the moment they sign up for their home.
• Regional Repairs and Maintenance teams – reducing travel time and increasing efficiency, meaning tenants will see familiar faces when reporting repairs.
• Specialist Housing team – dedicated to supporting customers across sheltered schemes, dementia services, and their homelessness provision.
• A newly formed Customer Hub – taking on administrative tasks and advertising homes, freeing up Neighbourhood Officers to spend more time in the community.
• Income Collection team – providing specialist, financial advice and support to customers.

Each of the three regions will have a team including a Neighbourhood Officer, Anti-Social Behaviour Officer, and Support Officer, all overseen by a Regional Manager and a Repairs and Maintenance service dedicated to that region. The Neighbourhood Services team will also continue the great work they do in keeping communities and communal spaces clean and safe. Regions include:

• Region One - 10 neighbourhoods, 4,355 homes – covering Grimsby, Barton, Brigg, Winterton, and parts of Scunthorpe.
• Region Two - 9 neighbourhoods, 3,440 homes – covering Gainsborough, Lincoln, Kirton, and several Scunthorpe communities.
• Region Three - 10 neighbourhoods, 3,675 homes – covering Doncaster, South and North Axholme, and additional areas in Scunthorpe.

This new way of working marks a bold step forward for Ongo, placing tenant voices at the heart of its operations. By creating a structure that reflects what tenants have asked for, Ongo is reaffirming its commitment to delivering high-quality, personalised services that make a real difference. Kevin Hornsby, Director of Customer Services at Ongo, said: “Rather than making decisions based on what we think will work, we’ve listened to what our tenants want. This new model is all about making sure our services are as good as they can be. “It’ll be great for tenants to build relationships, see our teams in their neighbourhood regularly, and have a named contact they can rely on. We’re really excited to see the difference this will make and can’t wait to get going. “I’d like to thank everyone who’s worked so hard to make this happen, and especially our tenants, whose feedback has shaped every part of this change.” To find out more about the Neighbourhood Delivery Model, or information about Ongo, visit their website: You said, we're doing | Ongo Homes