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Repairs service standards

As your landlord, we have a legal duty to carry out certain repairs and services when needed. We will:

  • Respond to emergency repairs within 24 hours and within two hours if there is a threat to health, safety or security
  • Offer appointments for non-emergency repairs within 10 days of the repair being reported
  • Carry out an annual gas safety check on all OVH properties
  • Provide customers with an appointment at the earliest opportunity for when a non-standard, manufactured item can be supplied and completed

Our operatives will:

  • Wear a photographic identity card when visiting your home
  • Explain how long they will take to complete their work and how it will affect you
  • Treat you and your home with respect, using appropriate covers and screening

We will assess our service standards by:

  • Reporting on the number of repairs completed on time
  • Reporting on the number of appointments made and kept
  • Reporting on the number of gas safety checks carried out
  • Maintaining an asbestos register for our properties
  • Keeping a record for all aids and adaptations and the progress made
  • Inspecting a sample of repairs to ensure a quality service
  • Conducting customer surveys to get your views on the speed and quality of the work carried out and reporting on the results in our annual Value for Money report

Regular safety checks

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As your landlord, we are responsible for completing regular checks to help make your home safe.

Regular safety checks

Gas safety

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Gas safety advice to keep you, your family and home safe.

Gas safety

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