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. We will shortly provide examples of improvements made during the year 2025/26.

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.