Contact Centre team member taking a call

Due to the impact of Covid-19 we have had to adjust the service we deliver to our customers. Our established safe systems of working allow us to provide a safe repair service, however we are currently prioritising emergency repairs. Customers may be asked to wait longer for routine repairs to be dealt with. Please consider this in advance of reporting a repair request.

We will keep you informed if your repair is delayed or the appointment has to be changed. See the latest news on our Covid-19 measures here.

Do it online

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.

Over the phone

Alternatively, you can contact us on 0300 555 0600 to report your repair over the phone.

Our Customer Contact Centre is open from 8am to 6pm, Monday to Friday (10am to 6pm on Wednesdays).

What you will need

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

Appointment times

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

Find out more about our repairs service, including how we prioritise our repairs and the contractors we use. You can also download our Repairs Handbook.