Ongo achieves customer service accreditation


For the second time, Ongo has achieved an accreditation to recognise their approach to customer services.

The Customer Service Excellence accreditation is nationally recognised and aims to highlight good practice organisations and their approach to delivering excellent customer service.

This is the second time Ongo has achieved this and will remain in place for three years. It focuses on three key areas of customer service; engagement & consultation, customer satisfaction and leadership, policy & culture.

Ongo is audited across key themes to identify areas they are performing well in and those that could be improved, which is the main reason they decided to undergo the accreditation again.

During the process, Ongo is audited on customer insight, the organisation’s culture, information and access, how they deliver their customer service and the quality of it.

Becky Johns, Customer Service Manager, said: “We’re delighted to have achieved this accreditation again. We value our customers and always aim to give the best possible service we can. What’s great about the accreditation is that we can see where we’re doing well, but it also indicates where we can improve and do even better.

“It was really great to be recognised for our commitment to equality and diversity, and the way we work with harder to reach groups. We do a lot of with our staff and tenants to highlight different aspects of equality and diversity, so to have this highlighted by the auditors was brilliant.”

An area which was awarded ‘compliance plus’ was Ongo’s culture and their approach to equality and diversity. They’ve been asked to share their good practice with other organisations.

It was also recognised that Ongo has made a shift in the way they engage with their customers to meet the needs of their customers. An example of this was introducing a new procedure for using Facebook as a customer service channel, to improve the service offered to customers. The launch of the brand new tenant portal was also included in the report, which offers customers another way to contact Ongo.

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