• The information on this page is for leaseholders. If you're a tenant, please click on the button here for helpful information and support with repairs.
Report a repair

For leasehold buildings, we’re generally responsible for maintaining and repairing the structure and outside of your property and any shared areas. The cost of these repairs are recharged through the service charges you pay.

Here, you’ll answers to some common repairs questions.

You can report a routine repair by:

When you contact us to report a repair, we’ll provide an order number and a target date for the repair to be completed.

If you need to speak to us about a repair that has passed its target date, it’s important to quote this order number, so please make a note of it and keep it somewhere safe.

If you need help with an emergency repair, such as a flood or leak that can’t be controlled, our emergency phone line is available 24 hours a day, 7 days a week.

We’re here to help if you need us, so please call us as soon as you can on 0300 555 0600. For anything else, we’ll be available to help between 8am – 6pm Monday to Friday and 10am – 6pm on Wednesdays.

Emergency repairs will be attended to on the same day. For other repairs that can be completed in one visit, we’ll arrange an appointment and attend within our target timescales.

Remember, you won’t need to wait in for us, unless we need to access your home, e.g. to fix a roof leak. For bigger and more complicated jobs, we’ll find a date which may be for an initial inspection.

When you report a repair to us, we’ll take your details and find a date to complete the works.

Unless the issue affects the interior of your home, e.g. a roof leak, we won’t need you to attend the appointment. We’ll always aim to complete the repair within our target timescales and in as few visits as possible.

One of our specialist contractors will then carry out the repair. If they need to enter your building or home for any reason, they will introduce themselves and show photographic ID.

If for any reason you need to cancel your repairs appointment, please let us know by calling 0300 555 0600.

Anyone carrying out a repair, which may be from Onward or an external contractor, will have branded ID badges which should be shown before entering your building.

If they need to enter your home for any reason, e.g. to inspect a leak from your roof, your repairs operative will:

  • Tell you what they are going to do
  • Tell you roughly how long it will take
  • Let you know about any disruption there will be

Before leaving your home, the repairs operative will confirm that the repair has been completed. If the work cannot be carried out or completed, they will explain the reason why and will book another appointment to do the work.

We’re not generally responsible for any repair or maintenance issues inside your home. However, if you spot damp and mould in a communal area, or inside your home that you think is caused by a structural defect, please get in touch with us as soon as possible so that we can investigate.

We will let you know the outcome of our investigation and will confirm if the work is our responsibility to remedy or yours.

You can find more information on the damp and mould section of our website.

Related topics

If something else needs to be fixed where you live, it may fall under one of the following categories.

The information and advice on this website are a guide only. If there are any differences between this guide and your lease, the lease will always take precedence. It is important that you read your lease carefully, and if there is anything that you do not understand, we recommend that you take independent legal advice.