Repairs timescales

As part of the Service Standards, developed and reviewed in consultation with customers on an annual basis, OVH operate the following response times for dealing with responsive repairs:

• Emergency Repairs
  • OVH will complete works or make safe within 24 hours
• Non-emergency repairs
  • Urgent Repairs – For urgent repairs, OVH will respond and complete works within 5 working days (7 calendar days)
  • Routine Repairs – OVH will respond to and complete all routine repairs within 20 working days (28 calendar days), of the date of the notification
  • Manufactured Items and Small Projects – Where manufactured parts are required or for any other reason repairs cannot be completed within 28 days these will be classified as ‘priority X’. In these circumstances OVH will endeavour to resolve issues as expediently as is possible, keeping customers informed of expected timescales to restore to full working order. For 2025/26 the target used for these was 60 days.

Further details can be found in our Repairs Policy.

We use the performance data to identify areas where we need to improve, to help shape our services and provide good quality homes for our customers. Examples of improvements made as a result of TSM customer feedback include:

• We use customer feedback from complaints, satisfaction surveys, Tenant Satisfaction Measures, and performance data to identify key areas that impact your experience with our repairs service.
• Service Improvement Action Plans have been developed to drive improvements across productivity, performance, communications, complaints, and the overall customer experience.
• Reduced unappointed jobs, making it easier for customers to access appointments.
• Increased completion of non-emergency repairs within target timescales, from 77.8% in Quarter 1 (April – June 2024) of 2024/25 to 89.8% in Quarter 4 (January – March 2025).
• Improved customer service and communication, with our response to enquiries within 48 hours increasing from 65% in Quarter 1 (April – June 2024) of 2024/25 to 92% in Quarter 4 (January – March 2025).
• A new process ensures we acknowledge feedback from our Localz system, where we’ve recorded a customer satisfaction level of 4.3/5.
• Causes of dissatisfaction are reviewed with accurate commentary, and corrective actions are tracked. Our operatives also receive regular “Toolbox Talks” and all Sovini Property Services staff have participated in communication workshops.
• Increased quality inspections for Estate Maintenance, leading to a rise in customer satisfaction with clean and well-maintained communal areas, from 68.8% in Quarter 1 (April – June 2024) of 2024/25 to 77.5% in Quarter 4 (January – March 2025).
• New and improved workflows have been developed to cover risks such as Damp, Mould, and Condensation, the Housing Health and Safety Rating System, and Fire Risk.
• System upgrades have improved the visibility of issues and queries, speeding up our response times.
• Training and staff development is a key focus, including Customer Service Training, accurate performance monitoring, and effective use of our repair software (One Serve).
• An improved team structure has been implemented, including new positions like a Customer Experience Officer in Sovini Property Services.

We will continue to collate TSM data and share it with customers on a regular basis to be transparent about our performance, and provide customers with confidence in the services we deliver.

More information about our performance can be found here.