Ongo launches new Repairs Customer Journey to improve experience for tenants

Ongo has launched a new Repairs Customer Journey, designed to provide a clearer, more consistent and customer focused repairs service for tenants. The improved process outlines every step of a repair from start to finish and clearly sets out who is responsible at each stage, helping to improve coordination across the service and provide a smoother experience for customers. A key change is the introduction of defined communication touchpoints. Tenants will now receive timely updates throughout their repair, including letters, SMS confirmations and reminders, and phone calls when a colleague is on their way. These updates give customers greater clarity and confidence around what will happen and when. The new journey was developed following a detailed review of customer feedback, complaints and satisfaction data, as well as engagement with colleagues and customers. This insight highlighted areas where the previous process could be made clearer, more efficient and more consistent. For tenants, the result is a more transparent service, clearer expectations and reassurance that repairs will be carried out effectively. For colleagues, the journey brings clearer roles, stronger teamwork and better planning, helping support the high‑quality service Ongo strives to deliver. Already, the improvements have shown positive results. Outstanding repairs have reduced from 5,394 (as of 25 March) to 3,879, and customer satisfaction has risen significantly to 91%, up from 82% last year and continuing to increase month on month. Hayley Fiteni, Ongo’s Region One Maintenance Manager said: “A huge thank you to everyone involved in shaping this new Repairs Customer Journey. It’s great to see that tenants are already happier with the improvements we’ve made, and this strengthened process will only build on that. “I’m excited to see the difference it makes, and we’re not stopping here. We’ll keep listening to colleagues and customers and continue improving wherever we can.” The new Repairs Customer Journey is now live, and Ongo will continue gathering feedback to ensure the service remains modern, responsive and effective. To find out more about the changes, visit: www.ongo.co.uk/repairs-customer-journey.