In line with UK Government advice regarding COVID-19 we have adapted our services. Find out more about our response here.

Site Header

HomeHome IconCustomer FAQ's: Coronavirus (COVID19)

Customer FAQ’s: Coronavirus (COVID19)

Updated: 19.07.21

The Government has confirmed that England will move to the final stage of unlocking coronavirus restrictions on Monday 19 July.

We recognise that for some of our customers, the challenges the pandemic has caused may be ongoing and we will continue to support our customers as much as possible. Our priority has always been to keep our staff and customers safe, protected and provide a high quality service.

We continue to monitor, assess and respond to the evolving Coronavirus (COVID-19) situation and follow the Government’s guidance.

This is a live document that we will revise regularly in response to the latest Government advice, so please check back regularly to ensure you are reading the most up to date version.

We would like to thank you for your continued patience and for your support over the course of the pandemic.

Here to help

We’re committed to delivering the best service possible and investing in how we deliver services to our customers.

My Account

Use our online portal, My Account to access our services at your convenience:

  • Report and book (non-emergency) repairs
  • Make payments securely
  • View the personal details we have stored about you
  • View your accounts and account transactions
  • Generate and print account statements
  • Report Anti-Social Behaviour
  • Request various forms to be posted to you
  • Request a new payment card
  • Make arrangements to pay outstanding debt
  • Register complaints

Register for My Account. You’ll need to enter the email address you use for One Vision Housing and your rent account number. If you have never registered an email address with us, please contact us.

By phone

For all telephone enquiries please contact us on 0300 365 1111. We are open Monday to Friday from 8am to 6pm offering a range of services. Our emergency service is available outside of these hours to report emergency repairs, anti-social behaviour or to pay your rent.

By email

enquiries@ovh.org.uk

In person

As part of our improved service offer, we will be taking our services direct to our customers. If you require a visit in person please speak to our Customer Service Centre or your Neighbourhood Services Officer to arrange this at a time and date that suits you best.

Please note, our offices at Atlantic House and Coral Drive will no longer be customer facing offices.

Atlantic House will remain a correspondence office should you need to send in any documents or return your keys to us.

Customer FAQs

If you cannot find what you need on this FAQ page, you can still get in touch via via our convenient online portal, My Account, where you can report repairs, make payments, view your accounts and more.

Or by contacting our Customer Service Centre on 0300 365 1111or if your enquiry is not urgent, email enquiries@ovh.org.uk.

For Property Pool Plus enquiries, email pppadmin@ovh.org.uk use the Client Message facility on your application or contact the Customer Service Centre.

Customer FAQs

What do I need to do if I have a repair requirement?

We are operating our normal repairs service and will take appropriate precautions in order to keep you and your home safe and secure. As we continue to work through our repairs requests, our call centre may be busier than normal and repairs may take slightly longer to carry out.

If you would like to report an emergency repair please call us on 0300 365 1111 (24 hours a day, 7 days a week).

Please contact us if you or anyone in your household are self-isolating (displaying symptoms, confirmed case, underlying health conditions). We will assess the situation and ensure appropriate precautions are taken before attending.

We encourage you to use our convenient online portal, My Account, where you can report repairs, make payments, view your accounts and more.

What do I do if I have a gas, electrical or other service for example, a visit from one of your staff booked?

If you are self-isolating we will reschedule and complete this work as soon as it is safe to do so, please call us on 0300 365 1111 and we will discuss your situation.

We are here to support you and will work with you to reach a solution.

How can I get in touch with One Vision Housing?

You can report emergency repairs to our Customer Service Centre on 0300 365 1111. We encourage you to email us at enquiries@ovh.org.uk or use our My Account service to check your rent account and make payments. Please do not email requests for emergency repairs, email should be used for non-emergency enquiries only.

Please note, our offices at Atlantic House and Coral Drive will no longer be customer facing offices.

Atlantic House will remain a correspondence office should you need to send in any documents or return your keys to us.

What should I do if I’m self-isolating?

Our priority is to protect our customers and our staff. Please contact us if you are self-isolating. We are here to support you and will work with you to discuss how we can help, whether it be in relation to repairs and maintenance; legally required checks, for example, gas and electrical servicing; or if you have any financial or health and well-being concerns.

Our Customer Service Centre and Financial Inclusion staff are on hand to provide advice and direct you to the appropriate services being provided by a range of organisations that we are working with. We can, for example, support with Universal Credit, Hardship Fund and Discretionary Housing Payment claims.

If you have an existing appointment or need to book an emergency repair, please advise our Customer Service Centre on 0300 365 1111 so we can assess your situation.

My home is due to have improvement works carried out, will this work be going ahead?

Improvement works (including upgrades to your bathroom, kitchen, central heating, roof, windows etc.) have been resumed. You will receive a communication from us in due course to advise you of new start date for these works.

How can I report an ASB incident?

If you wish to report an incident of anti-social behaviour and you feel there is an immediate threat of danger please contact the police, otherwise please contact us.

Can I make payments over the phone and/or online?

You can make payments using our automated rent payment line by calling 0300 365 1111 (option 2, then option 1) or you can pay online by using My Account. If you have any queries regarding your payments please contact our Customer Service Centre on 0300 365 1111 to discuss.

How do I bid on properties through Property Pool Plus?

For more information on Property Pool Plus please visit the website www.propertypoolplus.org.uk

How do I give you my supporting documents for my Property Pool Plus application?

Please email copies of your documents to pppadmin@ovh.org.uk or post them to us at our Atlantic House address:

Atlantic House, Dunnings Bridge Road, L30 4TH

My tenancy is ending how can I return my keys?

Please contact our Customer Service Centre on 0300 365 1111 to find out more information on how you can end your tenancy and return your keys.

Will I be able to view properties?

Our priority is to keep our staff and customers safe, so any viewings will be carried out in accordance with current Government guidelines. Our Sales team remain available to help you with your Shared Ownership and Rent to Buy enquiries. View our detailed response here.

How can I get support to sustain my tenancy?

If you are experiencing difficulties paying your rent, we are here to help. It is important that you contact us so we can help you to find a solution. Find out more here.

Useful resources

Show/hide more

View a list of our partner organisations who can provide you with additional assistance and support during this time.

COVID-19 update: Useful resources

Share this page