How do I report a repair?
The easiest way to report a repair is through the My Onward Portal. Here you can tell us about the repair in just a few clicks.
You can also report a repair by:
- Messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday, and 10am – 6pm on Wednesdays
- Emailing customerservices@onward.co.uk
- Calling 0300 555 0600 between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays if you don’t have access to email or the internet.
When you contact us to report a repair, please give us:
- Your tenancy number
- Details of what needs repairing and as much detail as possible regarding what the issue is and the location of the repair
- Times when you will be available to let us into your home
- Details of any support you might need from us, for example special requirements
- Your current telephone number and email address
If you can, it also helps if you can take a photo of what needs fixed. Photos should be well lit and taken from different angles.
If you live in a communal scheme and notice something needs fixed in a communal area, for example issues with lighting or fly tipping, please let us know in the same way as you would report a repair in your home.