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

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Customer FAQ’s: Coronavirus (COVID19)

Last updated: 15 May 2020

Our priority is to keep our staff and customers safe and protected. We continue to monitor, assess and respond to the evolving Coronavirus (COVID-19) situation and follow the Government’s guidance. Where it is safe and appropriate to do so, we will continue to provide some services to you. We recognise this is a challenging time for many, and we will work with you to support and advise where we can. This FAQ page should help to quickly answer most queries you may have. If you cannot find what you need here, and your enquiry is not urgent, please email enquiries@ovh.org.uk. If you need to speak to us urgently, call our Customer Service Centre on 0300 365 1111.

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.

 

Please click on the FAQ for an answer:

 

What do I need to do if I have an emergency repair requirement?

We are still able to carry out emergency repairs and will take appropriate precautions in order to keep you and your home safe and secure. 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 advise 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.

What do I do if I have a gas, electrical or other service booked?

If you have a gas, electrical or other service booked and you are self-isolating, are shielding or have been identified as vulnerable by the Government 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.

Our priority is to protect our customers and our staff. We are here to support you and will work with you to reach a solution.

Can I still report repairs as normal?

No. Due to the current situation, we are only able to provide emergency repairs, as well as gas, electrical and other testing to comply with legal requirements and keep our customers safe and secure. You can report emergency repairs by calling 0300 365 1111.

If you would still like to contact us, email us at enquiries@ovh.org.uk. Due to a higher than normal volume of enquiries, we ask you to please bear with us and we will respond as soon as possible.

Can I still contact the Customer Service Centre?

In light of recent developments regarding coronavirus (COVID-19) we have taken the decision to close our offices at Coral Drive and Atlantic House until further notice.

However, please report emergency repairs to our Customer Service Centre on 0300 365 1111 but note due to the current situation, there may be a wait for our service.

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.

What should I do if I’m self-isolating / shielding / have been identified as vulnerable by the Government?

Our priority is to protect our customers and our staff. Please contact us if you are self-isolating, are shielding or have been identified as vulnerable by the Government. 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.

Is my scheduled appointment (e.g. repair, Independent Living visit etc.) still due to take place?

No. If you have a repairs appointment scheduled, and it is not an emergency repair, you should have received a call to advise you that your appointment has been cancelled and / or re-arranged. Please note, statutory compliance works (e.g. gas service appointments) will continue to take place unless you have advised us you are self-isolating.

Face-to-face Independent Living visits will not be taking place (unless there is an urgent need or crisis). However, we will still be checking in with our Independent Living customers by phone.

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.) will not be starting until further notice. You will receive a communication from us in due course to advise you a new start date for these works.

Can I still access My Account?

Yes, you can still access My Account during this time. To register, 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.

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 still make payments over the phone and/or online?

Yes, you can still 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.

Can I still bid on properties through Property Pool Plus?

Yes, you can continue to bid on properties as normal.

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 the address below.

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 still 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.

When will your offices be open again?

We cannot confirm a date when our offices will be open again, we are being guided by UK Government advice. Please feel free to contact us during this time should you need any assistance.

Am I entitled to a 3 month ‘rent holiday’ / ‘mortgage holiday’?

It depends on the arrangement you have with One Vision Housing.

If you are a social housing or Rent to Buy customer: We are following Government advice regarding the changing situation, and how we can support our customers during this time. Part of our responsibility as your landlord is to provide access to information and advice so you can keep up rent payments where possible, and avoid falling in to rent arrears. If you’ve had a change in circumstance and / or if your ability to pay your rent has been affected in any way, please get in touch with us as soon as possible. You can do this by calling our Customer Service Centre on 0300 365 1111, via enquiries@ovh.org.uk or writing to us.

If you are a Shared Ownership customer: If you are unable to make your mortgage payments, you may be entitled to a 3-month payment holiday. However, currently there remains a legal requirement to pay the rental elements of your agreement with us. We are following Government advice regarding the changing situation, and how we can support our customers during this time. Part of our responsibility as your landlord is to provide access to information and advice so you can keep up your mortgage payments where possible, and avoid falling in to arrears. If you’ve had a change in circumstance and / or if your ability to pay has been affected in any way, please get in touch with us as soon as possible. You can do this by calling our Customer Service Centre on 0300 365 1111, via enquiries@ovh.org.uk or writing to us.

If you are a leaseholder, market rent or commercial customer:  

We are following Government advice regarding the changing situation, and how we can support our customers during this time. Part of our responsibility as your landlord is to provide access to information and advice so you can keep up rent payments where possible, and avoid falling in to rent arrears. If you’ve had a change in circumstance and / or if your ability to pay your rent has been affected in any way, please get in touch with us as soon as possible. You can do this by calling our Customer Service Centre on 0300 365 1111, via enquiries@ovh.org.uk or writing to us.

 

Useful resources

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

COVID-19 update: Useful resources

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