Contact Centre team member taking a call

Our frontline teams are working hard to meet demand but some lower priority repairs may take a little longer than expected to complete. We will keep you informed if your repair is delayed or the appointment has to be changed.

There are lots of different ways that you can report a repair. We class all repairs as either being emergency, urgent or routine. Examples can be found here.

If your repair is an emergency call us, but if not, we recommend our self-service online portal.

How can I report a repair?

The easiest way to report a non-urgent repair is through the My Onward self-service portal. Once registered, you can tell us if something needs fixing in your home with just a few simple clicks – and keep track of our progress.

You can also report repairs over the phone by contacting us on 0300 555 0600 to report your repair. Our Customer Contact Centre is open from 8am to 8pm, Monday to Friday (10am to 8pm on Wednesdays).

How do I report an emergency repair?

If your repair is an emergency call us immediately on 0300 555 0600. Emergency repairs can be reported 24 hours a day, 365 days a year.

What do I need to report a repair?

When you contact us to report a repair, please provide us with:

  • Your tenancy number
  • Details of what needs repairing and where it is
  • Times when you will be available to let our contractors into your home
  • Details of any special circumstances we need to know about

When will I be offered an appointment?

We have a range of appointment times to suit you, including early evening and weekend slots. When you report a repair you’ll be offered one of the following time slots:

  • 8am – 1pm, Monday to Saturday
  • 1pm – 6pm, Monday to Friday
  • 6pm – 8:30pm, Monday to Friday

How long will I have to wait for an appointment?

Our typical response times are as follows:

  • Emergency repairs – response within 4 hours (2 hours for supported properties)
  • Urgent repairs – response within five working days
  • Routine repairs – response within 20 working days

Click here to find out more about how we categorise repairs to make sure we deal with emergencies first.

What if my appointment is delayed?

We are committed to sorting out your repair requests and are working hard to deal with these as quickly as possible.

We will keep you updated on the progress of your repair and will be in touch if there are any delays, or if we have to change your appointment time. Our response times.

What repairs is Onward responsible for?

Onward is responsible for repairs to the structure and exterior of your home. However, there are some things that our customers are responsible for as part of their Tenancy Agreement. If you are unsure, please click here to find out what we are responsible for repairing and we’ll be happy to help.