Launching our Customer Charter

Today, sees the launch of our ‘Customer Charter’. The Customer Charter outlines the service you can expect to receive as one of our customers and outlines our dedication to delivering exceptional customer service.

Customers first

We are committed to providing you with an exceptional customer service, time and time again and we want to do all we can, to make it easy for you to deal with us.

Working with over 100 customers, we have co-created our first Customer Charter, which sets out our commitments to you.  See the charter for the first time here.

At Onward we want to put our customers at the heart of everything we do, and our new Customer Charter underpins that commitment.  The charter features several pledges focussed on:

  • Relationships
  • Communication
  • Your Voice
  • Accountability
  • Quality
  • When things go wrong

Now is the time

The past 6 months have been a challenging time for us all.  Now more than ever, it is crucial that we remain connected and work hard to establish relationships built on trust and accountability. Doing so will enable us to support our neighbourhoods through the challenges we face now and in the future.


If you would like to provide feedback on the charter, we want to hear from you. Get in touch at or call us on 0300 555 0600.