Shining a spotlight on our repairs service

Published: 1/10/2025

At One Vision Housing, we know that repairs and maintenance is important to our customers. We’re constantly working to improve and make your experience even better.

Our new “Spotlight on Repairs” customer experience case study is now live! It shares our latest maintenance data and shows exactly what we’re doing to improve the service you receive.

We are delighted to report an overall decrease in repairs and maintenance complaints for 2024/25 compared to the previous year. We are delighted with this improvement, and we are continuing to adjust to better our services.

Key improvements include:

• Learning from feedback
  • We now hold monthly feedback sessions to analyse all repair and maintenance complaints. This ensures we are always monitoring performance, embedding improvements, and learning key lessons.
• Understanding our customers and homes
  • Our “Knowing our Homes and Customers” project aims to understand your needs proactively. This lets us anticipate issues and tackle the root causes of problems, building trust and improving your living conditions.
• Faster inspections
  • We are specifically monitoring the time it takes to inspect and complete necessary work after an initial report. This new indicator is helping us oversee the entire repair process and speed up the service.

Read the full case study HERE!

Are you in need of repairs support?

If you need guidance with your repairs or report a repair, visit https://ovh.org.uk/support/repairs-and-maintenance/, to find guides on repairs, maintenance, and home improvements.