CUSTOMER CARE

One Housing Group Customer Service

One Housing Group Customer Service

One Housing Group is one of the leading developers and providers of housing and housing care and support across London and the South East. The group manages more than 15000 homes in London in twenty six boroughs and nearby counties. The group commits to provide housing and services that are of high quality while the investments are focused on promoting self-reliance and social mobility, and also on meeting the needs of the local people. The values held by One Housing Group include providing services that are of high standard and effective in terms of costs. It also values and respects the needs and demands of the customers and hence has a customer focused, responsible, and accountable approach (One Housing Group, Annual Report 2012-2013). For the induction of a new staff into One Housing Group, it is required that they keep in consideration the diverse range of the customers that the organisation has.

For the purpose of achieving the above values and the mission of the organisation, the culture that is part of the Group includes the exhibition of collaboration, ambition, respect, excellence, and engagement, by the staff members of the One Housing Group. With such behaviour the organisation is able to deal with all kinds of customers and care for them in. These behavioural characteristics also help in responding to customers in difficult situation such as those who are angry or in distress.

The main customer groups of the organisation include people who are homeless, living in temporary accommodation, or who are at risk of becoming homeless; people who have mental ill-health; older people; teenage parents; young people and care leavers; learning difficulties; ex-offenders and those at the risk of offending; young people with mental health needs; customers with substance misuse problems, ...