Cold weather advice

As the temperatures drop, there are things that you can do to keep yourself and your home safe. We’re here to help whether you need to report a repair, damp and mould, or need support with rising costs. Here are our top tips for getting your home ready as it gets colder.

Frozen pipes

We’ve pulled together some quick videos that provide guidance on managing some common issues around your home which can occur over the winter. One of the most common issues over the winter is frozen pipes. Take a look at the video below which explains how to deal with this.

Test your heating – before you need it

Testing your heating early provides peace of mind that you’ll have warmth on tap when you need it. If something isn’t working as it should, there is still time to book a repair. Remember the My Onward self-service portal is the easiest way to report a new routine repair, track the progress of your repair and access lots of other useful information.

Dealing with water leaks in your home

Water pipes are at risk of freezing when the outside temperature drops below zero. Frozen pipes can cause cracks that may lead to water leaks inside or outside your home.

If your pipes do burst and leak, the first thing you’ll need to do is shut off the stop tap, so it’s worth knowing where to find it in an emergency. Your stop tap location will depend on the type of home you live in, but it’s normally found under your kitchen sink.

Once you’ve turned off your stop tap, make sure you collect any water leaking from your ceiling in a bucket. Switch off your central heating and don’t touch any wiring that might have been affected. Be careful not to overheat any water-damaged rooms, as this could cause further damage.

If you’re unsure about anything please give us a call before attempting to fix it yourself. We are here to help.

Dealing with damp and mould

Damp and mould can happen in any home, so looking out for signs of it happening, and reporting it to us quickly where it is found, is really important. If you notice any damp and mould in your home, please get in touch with us straight away. You can do this by:

  • Report damp and mould via the My Onward Portal or by using our Live Chat or WhatsApp services.
  • Send an email to To help us assess the problem, please take clear photos from different angles if you can and remember to include your name, address and contact details.
  • If you don’t have access to email or the internet, please call us on 0300 555 0600to speak to a member of the team. Our Customer Service team is available Monday, Tuesday, Thursday, Friday between 8:00am to 8:00pm and on Wednesday’s between 10:00am to 8:00pm.

Find out more about the causes of damp and mould, how to spot it and report it to us here.

Reporting an emergency

If you need to report an emergency please get in touch with us as soon as possible by calling 0300 555 0600. You can do this 24 hours a day, seven days a week. An emergency could be a complete loss of power, no heating or hot water during the winter, faulty boilers, or a flood or leak that can’t be controlled.

Get help with the cost of living

We know that some of our customers will need extra support to help manage their money at this time of year. Onward is here to help, providing free advice and access to emergency support.

Our Financial Inclusion Team provides free, confidential advice for those that might be struggling with rising costs, whether you need help with budgeting, or emergency support. You can contact our Financial Inclusion Team on 0300 555 0600 or by emailing

Take a look at the cost of living section of our website, which gives more information about how we can help and what’s happening in your area.