Services that make people's lives easier
We are committed to providing services that make people’s lives easier. We seek feedback from Customers on our services through monthly satisfaction surveys and encourage Customers to let us know if we have got things wrong so that we can put them right.
Our rolling monthly satisfaction survey results tells us that in 2024/25, 64% of Customers who rent from us were satisfied with
the landlord services we provided, which is a 2% increase from the year before. 74% of Customers who rent thought their home was safe (an increase of 5% from the previous year), and 71% were satisfied with our repairs service (an increase of 3% from the previous year). It has been positive to see improvements in these results from the previous year.
We’ve been doing lots of work alongside our Spotlight resident Panel to ensure our Customers’ voices are at the core of shaping our services and the way we’ll work moving forward.
This year we held six meetings with the panel to discuss many things, including gathering feedback that Spotlight have received from other Customers, reviewing Origin’s performance against targets and identifying areas for improvement, leading to recommendations for further scrutiny.
We have been working closely with Spotlight to involve Customers in recruitment for all resident-facing roles. We included Customers in the hiring process for several roles, including Neighbourhood Manager, Surveyor, Homeownership Manager and more, ensuring input across all levels of the organisation. Additionally, we have provided monthly updates to the panel on the progress of Origin’s merger with Places for people (PfP) and brought alongkey PfP staff to meetings with Spotlight to discuss how the integration will happen and give key information about how services work at PfP.
We’ve also given our teams more training and resources so that when you need help, we can respond quicker and with greater clarity. And by benchmarking ourselves against other London landlords through Housemark we’re always checking to see where we can improve along with where the changes we’ve made have had a positive impact.
As part of our integration process with PfP we’ve worked in partnership to offer support to our Customers. From CV writing and interview preparation to job applications, many people have already benefitted from this support to get into employment. Two of our Customers joined the PfP National Customer Group, making sure your voices are heard when big decisions are being made. We were also able to bring in funds from PfP to support day trips for Customers of our Retirement schemes.
Expanding resident involvemnent
Our new approach to resident scrutiny, using a rapid review
method, led to nine recommendations being approved. Our focus was on security and communication around any communal work we’re doing that could impact Customers. This includes producing a booklet for Customers on how to stay safe in their homes with tips on communal security, alongside looking at how we can ensure entry doors are more secure and reliable when we upgrade them. This has been implemented throughout 24/25, with our Customers directly involved in improving our services.
We have also grown our Together Panel by almost 50% from 521 to 786 members, allowing more of you to engage with us on key issues.
How we’re working on complaints
In 2024/25 we continued to strengthen our approach to complaint handling, with a clear focus on transparency, learning and service improvement. Overall Customer satisfaction rose by two percentage points, and 11 of the 22 Tenant Satisfaction Measures
scored above the London median.
We also reduced Stage 1 complaint volumes from 920 to 830, reflecting improvements in frontline service delivery. At the same time, there was a rise in Stage 2 escalations, from 113 to 212, which shows we must do more to resolve issues first time and follow through on promised actions.
During the year we embedded learning from complaints, improved communication and accountability with contractors, and introduced more Customer-centred language in our responses. We also maintained full compliance with the Housing Ombudsman’s Complaint Handling Code, with no failure orders received.
Our complaint handling performance
Complaints received per 1000 homes 2024/25 - Tenant satisfaction measure CH01
- Stage one (LCRA) – 88.61 (in 2023/24 - 131)
- Stage one (LCHO) – 146.17 (in 2023/24 - 94)
- Stage two (LCRA) – 88.61 (in 2023/24 - 14)
- Stage two (LCHO) – 27.32 (in 2023/24 - 18.8)
*LCRA - Low Cost Rented Accommodation
*LCHO - Low Cost Home Ownership
Percentage of complaints responded to on time 2024/25 – Tenant Satisfaction Measure CH02
- Stage one (LCRA) – 95.15%
- Stage one (LCHO) – 93.46%
- Stage two (LCRA) – 94.35%
- Stage two (LCHO) – 65%
Case study: Anti-social behaviour app launched
Our new ASB app gave Customers a quicker and easier way to report incidents. One Customer explained: “It’s much easier to report issues now and I feel listened to.”
The app has improved how quickly we respond, reduced frustration, and helped us build a clearer picture of where problems are happening.
Read the full article: https://www.originhousing.org.uk/media-hub/asb-app-launch/
