Ongo thanks tenants for shaping repair service improvements

Ongo is thanking its tenants for their continued feedback, which is helping to shape a more responsive and effective repairs and maintenance service.

To better understand the challenges tenants face and tailor services more effectively, Ongo has introduced a new survey model. This moves beyond generic questions and is already providing a clearer, more accurate picture of their experiences.

In March 2025, Ongo received 35 feedback responses and successfully contacted 15 tenants to gain a deeper insight. Work is already underway to improve these contact rates further, including varying the days and times, an approach that is already showing positive results.

The new survey model also helps to highlight positive experiences, particularly once repairs are completed.

Mr. Thomas, who initially raised a concern, later commented: “You have done a great job with the plastering, covered everything and can’t fault them.”

Mandy Wood, a tenant visited by operative, Dmitri, expressed her appreciation for his helpfulness and professionalism. She noted that he took the time to explain how her boiler worked and was accompanied by an apprentice, whose efforts were also appreciated.

As part of its broader strategy, Ongo is responding to tenant feedback and internal data by procuring a new contractor framework to improve repair response times, enhance quality, and ensure value for money.

It is also reprocuring its materials contract to secure high-quality, reliable supplies that support efficient repairs. In addition, they are working with other housing providers to adopt best practices in communication and job tracking.

A key focus is on damp and mould prevention, with a dedicated working group in place and preparations underway to comply with Awaab’s Law, which requires timely action on health hazards in social housing.

Jordan Barr, Head of Maintenance at Ongo, said: “We’d like to say thank you to every tenant who has taken the time to share their experience. Your voices are helping us shape a better, more responsive repairs service one step at a time.

“We’re proud of the progress we’ve made so far, but we know there’s still work to do. Our team is working hard every day to make meaningful improvements that reflect what our tenants need and deserve.”

For more information about Ongo’s repairs and maintenance services, visit: www.ongo.co.uk/repairs.