Every year, we publish a report which sets out how we’re doing around complaints and how we’re responding to feedback from our customers.
In this report, we will share an update on complaints received from customers between April 2023 and March 2024. Customer feedback is important and helps us to deliver improvements in our services. We know that there is work to be done, so this report sets out the lessons we have learnt and the actions required to improve how we respond to complaints and deliver our services.
We would also like to take this opportunity to thank all customers that have taken the time to give us their feedback this year.
Read our 2023/24 Complaints Performance and Service Improvement Report
Tell us what you think
Whether you’ve had a positive experience, or if you think there are areas where we could improve, we’d love to hear your thoughts. Please get in touch to tell us what you think.
We know that we don’t always get things right the first time. If you feel our services haven’t been up to standard and you wish to make a complaint, you can do this by:
- Visiting the My Onward Portal
- Calling 0300 555 0600
- Emailing customerservices@onward.co.uk
- Writing to Onward, Renaissance Court, 2 Christie Way, M21 7QY
You can also contact The Housing Ombudsman by visiting housing-ombudsman.org.uk, calling 0300 111 3000, or writing to Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET.
To learn more about making compliments, complaints and providing feedback, please visit our website.