For you

    One Direct
    One Direct is our new, in-house, approach to repairs and maintenance. When we need to repair or maintain your home, we aim to provide a responsive, value for money service to make sure that you live in a safe, comfortable and secure environment.

    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:

    • Provide a 24/7 service to report emergency repairs.
    • Make emergency repairs safe within 24 hours.
    • Complete urgent repairs within five working days.
    • Complete routine repairs within 20 working days.
    • Carry out a gas safety check on your property each year.

    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: 

    By phone

    • Call our Customer Contact Centre on 0300 123 9966
    • Residents in Berkshire should call Housing Solutions on 0800 587 9941. Opening hours are Monday, Tuesday, Thursday and Friday: 8:00am - 7:00pm and Wednesday: 10:00am - 7:00pm.
    • Residents with hearing difficulties can call 01628 638136.

    By email
    For residents in London email
    For residents in Berkshire, email

    Report a repair online.

    Emergency repairs
    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.

    Emergency repairs
    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.

    Urgent repairs
    We will attend for urgent repairs within three working days and complete them within five working days.

    Routine repairs
    In the case of routine repairs, we will attend within five working days and complete within 20 working days.

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