When you contact us to carry out a repair on your home, we put your request into a category depending on its priority.

All repairs are important, but we need to carry out the most urgent repairs first.

Emergency repairs

We class an emergency repair as anything that has an immediate or potential health and safety risk to you, your home, or your neighbours.

Examples of emergency repairs include:

  • Complete loss of power
  • No cold water supply
  • No heating or hot water during the winter
  • A flood or leak that cannot be contained
  • Dangerous structures including wall or ceiling collapse
  • Insecure doors or ground floor windows
  • Broken lifts

Emergency repairs must be reported to us immediately on 0300 555 0600

We aim to complete emergency repairs within 24 hours of the time they are reported to us.

Please note: if you lead us to believe that your repair is an emergency when it isn’t, you could be charged for the call out.

Routine repairs

Our routine repair arrangements currently vary depending on which region you live in.

To find out what the response times are where you live, please select a region below:

  • Greater Manchester
  • Cheshire
  • Merseyside
  • Lancashire

Planned repairs

 From time to time, we also carry out planned maintenance on our properties. Examples of planned repairs include:

  • Replacing kitchens
  • Upgrading bathrooms
  • External decorating
  • Replacing roofs
  • Replacing boilers
  • Replacing windows and doors

The Onward Home Standard, developed in consultation with our customers, outlines our approach to planned maintenance and the standards you can expect from us.

Access to your home

We would normally give you a repair appointment as soon as you contact us to report the repair.

Please make sure you keep to the appointment time we arrange so we can carry out the work for you, or notify us in plenty of time if you need to re-arrange your appointment.

It’s important that someone over the age of 18 is home when we arrive to carry out the repair, and that they ask to see our contractors’ identification before letting them in.