One Direct is our new maintenance company. We set it up in 2014 because we know that our maintenance service needed to change for the better.
Setting up a brand new maintenance service company is a big job. So One Direct is gearing up in stages to make sure we iron out all the issues as we grow. We started with refurbishing empty properties and gas repairs and are taking on responsive repairs in stages across our regions. Once fully up-and-running, One Direct will manage and carry out repairs to all of our properties in London. It will be better value for money and improve quality with a 'right first time' approach.
What you can expect from One Direct
We've worked closely with our resident Area Boards to set standards for how One Direct will work to try and ensure your satisfaction with the service from the start. We aim to:
How to report a repair:
First, you should check whether the repair is our responsibility or yours. You can find out in your tenancy agreement or in our repair responsibilities checklist.
If you are a One Housing resident you can report a repair in a number of ways. Our normal opening hours are Mon-Fri, 8:00am to 6:00pm:
Report a repair online.
If you have an emergency repair please call us on 0300 123 9966 (residents in Berkshire should call 0800 587 9941). Outside normal working hours (8.00am to 6.00pm) you will be put through to our emergency service. Please do not call outside of the above hours unless the repair is a genuine emergency.
Homeowners should report problems in communal areas to us but you are responsible for keeping your home in good repair. For more information visit our after you’ve bought section.
What you should expect
You should expect to receive an efficient, reliable service. We will always try to deal with your issue as quickly as possible but we have to priorise some types of repairs more priority, for example, repairs for vulnerable residents who are old or have disabilities or problems that put residents safety at risk. Please be patient if we ask you to wait as it may mean our staff are dealing with a more urgent problem.
To find out more about how we prioritise repairs, see below or refer to our repairs policy.
We will attend and complete or make safe emergency repairs within 24 hours. Any follow up work will need to be raised as a new job and will be dealt with in line with our normal procedures.
We will attend for urgent repairs within three working days and complete them within five working days.
In the case of routine repairs, we will attend within five working days and complete within 20 working days.