Our new customer app

Our new customer app

To make it easier for you to manage your home on the go, we are launching a new customer app.  

From your mobile or tablet device you will soon have access to a range of features, from reporting a repair and making payments, to viewing your account information. All of this at your fingertips 24 hours a day, 7 days a week. 

The app is only available to a limited number of customers at the moment, but we will be inviting more in the future. Your app invitation is unique to you, so please do not share any of these details with other customers or friends. Your online security is important. 

If you need some help to get started, explore our frequently asked questions below or contact us for more support. 

Please be assured that this is not a scam. If you ever feel worried or unsure about an email from Onward, you can check this with us by emailing customer.services@onward.co.uk or calling 0300 555 0600. 

Frequently asked questions

What does the new app do?

Simply download the app on your mobile and tablet devices to: 

  • Report a repair and book an appointment  
  • View and make your rent payments securely  
  • View your account information 
  • Send us a message to ask a question or raise a concern, with the option to upload photos and videos  

Why has the app been created?

We are introducing the Onward Homes App to give you more choice and flexibility about how you want to get in contact with us. Whilst you can still use our other usual contact methods, the app is a quick and easy way to get in touch 24 hours a day, 7 days a week for anything that is not an emergency. If you need to report an emergency repair, you can do so by calling 0300 555 0600. 

What if I want to get in touch another way?

There are lots of different ways that you can contact us, and we want you to have the option to choose whichever is most convenient to you.  

If you want to contact us in a different way, you can do this by:  

How do I download the app?

You will soon receive an email inviting you to download the app with instructions on how to get started.  

The email will come from no-reply@onward.co.uk.

My activation code won’t work, what do I do?

Your activation code expires after 14 days. If your code has expired, please contact us to request a new one.  

What do I do if I forget my password?

If you forget your password, tap ‘Forgot Password/Reset’ on the login screen and you’ll be taken to a screen to reset your password. Enter the email address you used to sign up and click ‘Send Password Reset’. You’ll then get an email with a six digit activation code and once you’ve entered that in the app you’ll be able to set a new password.  

I have changed my email address and I can no longer access the mobile app – what do I do?

If you can no longer access the email address associated with your account and do not know your password, you will need to contact us for support 

The app isn’t opening on my phone what do I do?

If you’re experiencing issues with the app, here are some common things to check for:  

  1. Clear the app cache – Open your mobile settings, find the app, and click clear cached data. This can fix loading errors.  
  2. Reinstall the app – If issues persist, uninstall the app then reinstall the latest version.  
  3. Restart your device – Restart your device to clear any memory issues.  
  4. Check for updates – Make sure you are on the latest app version and have updated your device.  
  5. Reset password – If unable to login, follow steps to reset password using email address.  
  6. Check internet connection – Switch networks or test your internet connection.   

If the app still isn’t working, please get in touch with us 

I have changed my phone – can I still use the app? Do I need a new invite?

If you have changed your phone, you can still use the app. You will need to follow the link in your original invitation to access on your new phone.   

Can I change my personal details on the mobile app? My details are incorrect on the mobile app – what do I do?

Yes, you can change your name, email address and telephone number by clicking on your initials/profile picture in the top right hand corner of the app. If any of your other details are incorrect please get in touch with us.  

I can’t see my garage on the app – why is that?

Your garage is not included as a separate building on the app as it is classed as sub account. You can still message us through the app with any queries about your garage.  

Can I use the app to book a repair?

Yes, you can use the app to report repairs and book appointments. To do this, please follow the steps below. 

  1. Click on ‘Report any Repairs’ on the home screen. 
  2. Tell us more about the issue, where it is in your home and upload a picture.  
  3. Select a date and time for your appointment. 
  4. Confirm your appointment. 

Can I upload photos into the app when requesting a repair?

Yes, you can upload photos in the app when reporting a repair, if you would like. When you click ‘Report a Repair’ then select the type of repair you want to report, you’ll get an option to take a photo, record a video or choose a photo/video from your phone. When taking a photo or video, please ensure that the area is clear, well lit and show the repair from different angles where possible. 

If I upload my photo into the app who can see it?

If you upload a photo in the app, this is stored securely and we cannot see this.  

My repair issue isn’t showing in the book a repair section – what do I do?

If you repair isn’t showing, please get in touch with us 

I can’t find an appointment slot that suits me. What do I do?

When booking a repair, you will be able to select a time that suits you. If there is no suitable time, on the ‘Schedule Repair Appointment’ screen tap on No Suitable Dates then click Yes. We will then get in touch with you to find another date.  

I don’t want to use the app to report repairs. Can I still get in touch in the usual way?

There are different ways that you can report repairs to us. As well as being able to do this by the app, you can still report repairs through the My Onward Portal. Here you can tell us about the repair in just a few clicks. Or, you can give us a call on 0300 555 0600 from 8am to 7pm on Monday to Friday, and between 10am to 7pm on Wednesdays.   

How do I pay my rent on the app? Can I pay a different amount?

You can use the app to make rent payments, and select the amount that you pay. To make a payment tap on ‘Rent’ and then the ‘Pay My Rent’ button. From here, you’ll be able to see your rent balance and choose the amount you want to pay. You can either choose to pay in full, a regular amount, or another amount. To pay another amount click this option and enter the amount.  

Is it secure to make a payment on the mobile app?

Yes, your details will be held securely on the app.  

Do you store my card details?

You can choose whether you want to store your card details with our payment provider, AllPay. Any card details will be held securely, in the same way you might have stored payment details with other service providers.

How do I send a message on the app?

If you want to send a message click on ‘Contact Us’ or on the menu on the bottom of your screen selecting ‘Messages’. You’ll then get a pop up which shows all your past messages. To send a new one click the + icon in the bottom right-hand corner and start a message.  

Can I message my neighbour specialist via the mobile app?

You won’t be able to message your neighbourhood specialist directly, but all messages will be shared with our Customer Services Team who will follow up with the correct person in Onward.  

What do I do if I no longer want to use the mobile app?

If you want to delete your app account, head over to the ‘My Account’ screen in the app. You can do this by tapping on your initials/profile picture. Then you will need to scroll to the bottom where you’ll find an option to ‘Delete Account’. If you want to go ahead, you’ll need to click ‘Yes Delete My Account’ in the pop-up screen.  

Please note, this only deletion only applies to your app account. You will still be able to access the My Onward portal.