ODS achieves top quartile ranking in national repairs satisfaction survey

Oxford Direct Services (ODS) has announced that its repairs service, delivered on behalf of Oxford City Council, has been ranked in the top quartile of housing providers in the Tenant Satisfaction Measures (TSM) 2023/24 survey, conducted by Housemark.

The service achieved a satisfaction score of 83.1%, exceeding the national median of 71.2%. Additionally, 81.0% of tenants expressed satisfaction with the time taken to complete their most recent repair, surpassing the national median of 66.9%. These results demonstrate ODS’s commitment to consistently deliver high-quality repairs services to residents. 

This ranking reflects data collected by Housemark, which surveyed over 200 social housing providers managing more than 2.3 million properties nationwide. ODS’s 1st quartile ranking places it among the top 25% of housing providers in the UK, highlighting the company's ability to meet and exceed industry standards. 

The meaning of top quartile 

The Tenant Satisfaction Measures (TSM) ranks housing providers into four quartiles, with Quartile 1 representing the highest performers. ODS’s placement in the top quartile for repairs satisfaction demonstrates its ability to outperform peers, delivering timely and effective services that positively impact tenants' lives. 

Continuing to improve: 95% satisfaction and a world-class rated NPS score 

Beyond the Housemark survey, ODS continues to improve. From 1st April to 14th September, feedback collected from 2,452 residents through the customer engagement platform provided by Decartes Localz showed that 95% of tenants were satisfied with both the repairs service and the time taken to complete repairs. Additionally, ODS achieved an NPS (Net Promoter Score) of +87 during this period, a score considered world-class. 

The Net Promoter Score (NPS) measures customer loyalty and satisfaction by asking how likely customers are to recommend a company’s services to others. Scores range from -100 to +100, with anything above 50 considered excellent and anything above 80 is widely considered a world-class rating. An NPS of +87 demonstrates that the vast majority of tenants not only appreciate ODS’s services, but would actively recommend them to others—a true reflection of ODS’ commitment to exceptional service. 

Delivering value to communities

Providing fast, reliable repairs is central to ensuring tenants feel secure in their homes. Achieving 95% satisfaction for both service quality and repair times, alongside an exceptional NPS score of +87, highlights the value ODS delivers to its communities. 

As a doing good business, ODS reinvests 100% of its profits back into Oxford City whilst collaborating with local initiatives that focus on social, environmental, and economic sustainability. The company actively reduces carbon emissions, promotes greener practices, and maintains public spaces to create safer, healthier neighbourhoods. 

ODS also generates economic benefits by creating local jobs, apprenticeships, and supporting local businesses, ensuring the value it creates stays within Oxford. By prioritising sustainability and community wellbeing, ODS enhances not just the lives of its tenants, but the wider community. 

A message from Paul Concannon, Chief Operating Officer 

Commenting on the results, Paul Concannon, Chief Operating Officer at ODS said: 

"We are thrilled to see our hard work reflected in these outstanding results. Achieving top quartile rankings, a 95% satisfaction rate, and an incredible NPS of +87 for our repairs service is a testament to the dedication of our team and our commitment to delivering the best possible outcomes for tenants. We will continue to listen to our residents and improve our services, ensuring every home in Oxford is maintained to the highest standards." 

Committed to ongoing improvement 

While ODS celebrates its top-quartile ranking and 95% satisfaction scores, alongside an world-class NPS, the company remains committed to continuous improvement. Listening to tenant feedback and adapting in real time ensures ODS consistently meets and exceeds expectations, providing an outstanding repairs service for Oxford City Council tenants. 

To see how ODS continues to lead in repairs and community impact, visit www.odsgroup.co.uk, or follow us on social media for updates.