Independent · not part of One Vision Housing
One Vision Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to One Vision Housing: the repairs phone number and emergency line, reporting a repair online, and how long One Vision Housing has to fix it. One Vision Housing’s own target for routine repairs is 20 working days.
Other names: Sovini, Sovini Group
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: ovh.org.uk
Has One Vision Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet One Vision Housing’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, One Vision Housing’s emergency line is here.
How to report
Reporting a repair to One Vision Housing
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If One Vision Housing misses its own target, complain. You may also be able to claim.
- Emailenquiries@ovh.org.uk
Emergency repairs
When to call One Vision Housing straight away
Phone One Vision Housing straight away if anything puts someone in danger or leaves your home unsafe. Open 8am to 6pm, Monday to Friday (not bank holidays). Emergency repairs can be reported on this number 24 hours a day, 7 days a week. The number is in One Vision Housing’s repair contacts.
- 01No electricity at all, or unsafe sockets or fittings
- 02No heating at all in cold weather
- 03Your only toilet is blocked
- 04A blocked drain with sewage overflowing
- 05A burst pipe or leak you can’t stop that is likely to cause damage
- 06A severe roof leak
- 07No water supply at all
- 08Loose or falling brickwork, or a broken door or window that needs boarding up
What counts as an emergency, from ovh.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell One Vision Housing.
Timescales
How long One Vision Housing has to fix it
One Vision Housing’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | One Vision Housing’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursCompleted or made safe within 24 hours of your report. | Emergency hazards: investigate and make safe within 24 hours |
| Urgent | 5 working daysSeven calendar days. | No fixed legal limit unless it’s a hazard |
| Routine | 20 working days28 calendar days. | No fixed legal limit unless it’s a hazard |
| Manufactured parts and small projects | As soon as possibleFor jobs needing made-to-order parts or that can’t be done within 20 working days. You’ll be told the expected timescale. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Emergency hazards such as severe mould are investigated and made safe within 24 hours. For damp, mould and other significant hazards, One Vision investigates within 10 working days, sends a written summary within 3 working days, and makes the home safe within 5 working days of the investigation. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from ovh.org.uk and One Vision Housing’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past One Vision Housing’s own target. You could claim compensation.
Start your claimYour options
If One Vision Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with One Vision Housing for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to One Vision Housing
This can get One Vision Housing to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order One Vision Housing to put things right. In its recent decisions about One Vision Housing, it ordered £300 in compensation.
How to complain to One Vision HousingYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to One Vision Housing
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to One Vision Housing
A reply aimed for within 10 working days.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a full written reply within 20 working days.
- Then
Housing Ombudsman
Independent. It can order One Vision Housing to put things right.
One Vision Housing’s record
How One Vision Housing performs on repairs
Apr 2026: The regulator found One Vision Housing is delivering the consumer standards, with well-maintained, safe homes, an effective and timely repairs service and fair, prompt complaint handling.
of One Vision Housing tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about One Vision Housing in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about One Vision Housing
- How it handled reports of black specks in the hot water system at the property.Service failure
- How it handled leak and resultant damage.Service failure
£300 ordered
Sources: Regulator of Social Housing judgement, 15 April 2026; One Vision Housing tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
One Vision Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
One Vision Housing repairs: questions
What is One Vision Housing’s repairs number?
0300 365 1111. Open 8am to 6pm, Monday to Friday (not bank holidays). Emergency repairs can be reported on this number 24 hours a day, 7 days a week.
What is One Vision Housing’s emergency or out of hours repairs number?
0300 365 1111 (Repairs and emergencies). Open 8am to 6pm, Monday to Friday (not bank holidays). Emergency repairs can be reported on this number 24 hours a day, 7 days a week.
Can I report a repair to One Vision Housing online?
Yes, at my-account.sovini.co.uk. My Account customer portal: raise a non-emergency repair and book or change an appointment. You need to register and log in.
How long does One Vision Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to As soon as possible (manufactured parts and small projects). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for One Vision Housing tenants?
Since 27 October 2025, One Vision Housing must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. One Vision Housing’s own damp and mould commitment: Emergency hazards such as severe mould are investigated and made safe within 24 hours. For damp, mould and other significant hazards, One Vision investigates within 10 working days, sends a written summary within 3 working days, and makes the home safe within 5 working days of the investigation.
How do I complain about a repair to One Vision Housing?
Complain to One Vision Housing first, online, by email (enquiries@ovh.org.uk) or by phone on 0300 365 1111. A reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from One Vision Housing?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with One Vision Housing for you. It’s free to check.
Start your claimIs Report Repair part of One Vision Housing?
No. Report Repair is independent and not part of One Vision Housing or any council or housing association. We show One Vision Housing’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What One Vision Housing has to fix, by problem
Not One Vision Housing?
Other landlords in the North of England
- Home Group repairsHousing association
- Ongo repairsHousing association
- Onward Homes repairsHousing association
- Peaks & Plains Housing Trust repairsHousing association
- Pickering and Ferens Homes repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to One Vision Housing and still waiting?
About 2 minutes. No documents. Free to check.