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Posted 04 November 2016



Success at national awards

We scooped two awards at the Customer Scrutiny Inspection Awards (CSI Awards) which took place in Manchester on Thursday 27 October 2016.

‘Most inspiring scrutiny panel’ and ‘best overall service impact’ were the two awards won by Ongo.

The CSI Awards are in their third year and their aim is to highlight the fantastic work carried out by housing associations and their customer scrutiny panels to improve the service provided by organisations such as ours.

The awards recognise innovation, impact and commitment within the housing sector, with 12 awards up for grabs.

Our resident scrutiny panel is made up of nine residents. Their job is to review the services provided by us. They  offer recommendations to improve the services, by looking at them from a customer point of view. These recommendations are presented to our tenant group Community Voice for its approval.

Since 2010, ten reviews have been carried out, with over 100 recommendations being implemented. 

For example, as a result of a caretaking review, neighbourhood pride events have taken place to encourage partnership working between our caretakers and tenants. These have been hugely successful with hundreds of tenants getting involved to improve their community.

Karen Cowan, Ongo's Head of Customer Services and Support, said: “I’m absolutely over the moon that our resident scrutiny panel won two CSI awards. Some of the panel were at the awards so it was brilliant for them to get the recognition they deserve, and see how worthwhile the work is that they do with us.

“They were also shortlisted for the ‘excellence in communication’ award.

“This group works so hard to come up with ideas about how we can improve the services we offer and make sure the customer is at the heart of everything we do. Winning these awards is a great way to highlight how valuable this group of tenants is to Ongo.”

If you’re an Ongo resident and would like to learn more about how you can get involved in shaping future services, contact the Ongo Customer Engagement Team on tel 01724 279900 or email

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