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How do I apply for social housing and who is eligible?

To apply for social housing, you will need to register with your local council’s Choice Based Lettings scheme (CBL). You may need to meet eligibility criteria, such as having a local connection, low income, or specific housing needs such as overcrowding, homelessness, medical reasons. You’ll need to provide documents like proof of identity, address, income, and details about your household. You can find out more about how to apply for one of our social housing homes on our website.

How are applications prioritised and how long will I wait?

Your place on the waiting list will depend on your assessed housing need. Your local council is responsible for this assessment and will use a banding system to prioritise factors like medical needs, overcrowding, homelessness, or risk of harm. Waiting times can vary depending on your band, the type of property you require, and local demand.

What do I need to know about my tenancy and living in one of your homes?

Common tenancy types include introductory, assured, or fixed-term tenancies, each with different rights and responsibilities. If you wish to make changes to your home, such as structural or electrical work, you’ll typically need written permission. Pet policies vary by property, with some allowing pets with prior approval, while others may restrict certain animals. You can find out more about your rights and responsibilities through the welcome packs on our website.

How can I move to another social housing property?

You can apply for a transfer via your local council’s Choice Based Letting scheme or by arranging a mutual exchange.

How do I end my tenancy?

You will need to provide four weeks written notice by emailing customerservices@onward.co.uk or writing to Renaissance Court, 2 Christie Way, Didsbury, Manchester M21 7QY. We can only accept notice via email for some tenancies, so please check with us. Once we’ve received your notice, we will send you a termination form that will need to be completed and returned to us via email or post. You will also need to provide us with access to your home to carry out a pre-termination visit.

What should I expect from the pre-termination visit at the end of my tenancy?

We will make you aware of anything that needs to be addressed before you leave the property and any items which could be chargeable, such as condition beyond fair wear and tear. We will also go through all the information you need in relation to ending your tenancy well, such as how and when to return your keys, any arrears on your rent account, and how we expect you to leave the property.

How is my rent calculated?

Rent is set following Government Rent Standards or based on local markets. You may also need to pay a service charge for things like grounds maintenance, cleaning, or a Scheme Manager. You can find more information on how your rent is calculated on our website.

How can I pay my rent?

Payments can be made online, by direct debit, over the phone, or at local payment points. You can find more details about the ways to pay your rent on our website.

What should I do if I’m struggling to pay rent?

If you think you will struggle to pay, please let us know as soon as you can by visiting the My Onward Portal, emailing customeraccounts@onward.co.uk, or calling 0300 555 0600.

If you’re looking for help with your finances, our Money Advice Team offers free, confidential advice to customers. This could include practical tips around managing household budgets, accessing additional support you might be entitled to, or helping you with emergency funds. You can find out more about the support available on our website.

How do I report a repair?

You can report a repair by:

• visiting the My Onward Portal
• calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday, and 10am – 6pm on Wednesdays
• emailing customerservices@onward.co.uk

How do I report an emergency repair?

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.

What repairs are my responsibility?

We expect you to keep your home safe and clean, and to make sure that gardens are kept neat and tidy. You’re also responsible for fixing any damage that has not been caused by fair wear and tear. Examples of repairs that you are responsible for include:

• Replacing fuses, light bulbs, and fluorescent tubes
• Replacing toilet seats, tap washers, chains and plugs
• Decorating the inside of your home
• Replacing television aerials or satellite dishes, unless you live in communal areas
• Fixing appliances installed by you
• Fixing damage caused by a visitor or a member of your household
• Replacing keys or locks (unless caused by fair wear and tear)

More information on essential maintenance, repairs and planned works in your home on our website.

What causes damp and mould?

There are three different reasons why damp and mould can occur in the home. These are:

• Rising damp occurs when moisture comes through the foundations of a property, passes through the damp course and comes into the brickwork itself.
• Penetration: This could be because of a failure in the building itself, for example a roof leak or the pointing coming out of the brickwork allowing excess moisture into the property.
• Condensation: Air can hold moisture and the warmer the air, the more moisture it can hold. If humid air is cooled by contact with cold surfaces, such as walls, windows or mirrors, the moisture condenses into water droplets known as condensation. Mould can often occur if condensation is left untreated for too long.

There are different kinds of damp and mould, and they can look quite different. Take a look at our visual damp and mould guide to help you spot anything in your home that needs attention. An easy-read version of the visual damp and mould guide is also available.

How do I report damp and mould?

Damp and mould gets worse if it is left untreated, so if you spot this in your home, please let us know as soon as possible.

For more help and information, or to report issues, please get in touch by:

• visiting the My Onward Portal
• calling 0300 555 0600 or messaging 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday, and 10am – 6pm on Wednesdays
• emailing customerservices@onward.co.uk

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. Please also let us know if you would prefer a female operative to attend, or if you would like to request a chaperone.

What happens when I report an issue?

Our teams will respond as quickly as possible to any reports of damp, mould or condensation in your home. In many cases, fixing the issue will require some sort of work to be done on your home, with the aim of permanently fixing the issue first time.

When you first report damp, mould or condensation to us, our team will ask questions to assess the type of issue you’re experiencing. They will also ask about any vulnerabilities you may have – please make sure your information is up to date. This way we can aim to identify the most appropriate solution and will then explain to you what work needs to be carried out.

We will also check whether anyone in your household might be particularly at risk from the effects of damp and mould, such as elderly people, pregnant women, babies and young children or those with health conditions. If this is the case, we will visit your home within 24 hours at a time that suits you.

Where a significant risk has been identified we will investigate within 10 working days. Following the investigation, we will write to you to explain our findings and next steps within 3 working days.

When we visit, we will check whether a mould wash is required and carry this out if so. In most cases this resolves the issue unless there is a fault with your property. On the same visit, we will also inspect your home to check the root cause of the issue.

From the date your home is made safe we will start any repairs within 5 working days. If this is not possible, all work will be started in no more than 12 weeks.

For the more complicated cases, our team of professionally qualified surveyors will visit your home to determine what works need to be carried out.

We will always contact you six weeks after the work is completed to check that you are happy that the issue has been resolved and will only close this down when you are satisfied with the outcome.

How do you ensure my home is safe?

If your home has gas, we will visit every year to carry out a gas safety check. For our social rented homes, we will also visit once every five years to complete an Electrical Installation Condition Report (EICR). If your smoke alarm isn’t working, please let us know as quickly as possible so we can arrange for it to be repaired or replaced.

What should I do about antisocial behaviour or crime?

The way your neighbours behave can make a big difference to how happy you are in your home. That’s why we take reports of antisocial behaviour very seriously and take the necessary steps to protect you.

You can let us know about any problems with antisocial behaviour by filling in the form below, emailing customerservices@onward.co.uk, or calling 0300 555 0600. You can also report crime and antisocial behaviour anonymously via Crimestoppers on 0800 555 111.

If you’re really concerned or scared, please call the non-emergency police number 101. Or if you feel it’s an emergency, always call 999.

What support is available for vulnerable customers or those facing abuse?

Support services are available for our vulnerable customers, including tenancy and wellbeing support, financial help, and referrals to specialist agencies.

If you are experiencing abuse, we will listen, take what you say seriously, and get you the help and support you need to stay safe. To report abuse, please call 0300 555 0600 (available 24 hours a day, 7 days a week), message 07418 344 603 on WhatsApp between 8am-6pm Monday to Friday and 10am-6pm on Wednesdays, or email customerservices@onward.co.uk. If you need help in an emergency, please call 999.

Delivering excellent services matters to our customers, and it matters to us too. Your complaints, compliments and feedback are important to us, as they help to shape the services we provide and put customers at the forefront of everything we do.

Whether you’ve had a positive experience or if you think there are areas where we could improve, we’d love to hear your thoughts. Please get in touch by completing the form below or sending an email to customerservices@onward.co.uk.  You can also find more helpful information on making a complaint on our website.

If you have a media enquiry, please get in touch with our External Affairs and Communications Team by emailing mediaenquiries@onward.co.uk.