Get support this winter

If you need help with an emergency repair, such as a flood or leak that can’t be controlled, our emergency phone line is available 24 hours a day, 7 days a week. We’re here to help if you need us, so please call us as soon as you can on 0300 555 0600. 

If you’re concerned about damp and mould in your home, please get in touch with us straight away. We recently worked with customers to create a visual damp and mould guide to help you spot anything in your home that needs attention. You can find this by visiting the damp and mould section on our website, or if you would like it in another format, please get in touch. 

To help us tailor the services you receive, it is important to let us know if you or someone you live with need any additional support. This is especially important for those with health conditions during the Winter months. 

Please check that your heating works before the cold weather arrives. If your boiler stops working when the temperature drops, the pipe outside (called a condensate pipe) might be frozen. Please try these steps before calling us, but only if it is safe to do so. 

• Look for the white plastic pipe outside that is connected to your boiler. It should go to an outside drain. 

• Pour warm (not boiling) water over this pipe. 

• Press the reset button on your boiler. 

If the pipe is no longer frozen, your boiler should now work. If not, please get in touch. 

During weather warnings, we receive a higher volume of calls than normal which can result in long wait times. If this happens, we’ll answer your call as quickly as possible and thank you in advance for your patience.  

If you need help with an emergency repair, such as a flood or leak that can’t be controlled, our emergency phone line is available 24 hours a day, 7 days a week. We’re to help if you need us, so please call us as soon as you can on 0300 555 0600.  

If you are worried about your health or that of somebody you know during a weather warning, please ring NHS 111 or 999 in an emergency. More advice on staying safe can be found on the Met Office’s website. 

If you are worried about your finances over the festive period, our Money Advice Team are here to help with free, confidential advice on managing household budgets and accessing additional support you might be entitled to, including help with energy bills and the Warm Home Discount scheme. Please get in touch with the team by emailing moneyadviceteam@onward.co.uk or giving us a call. 

In the run up to the festive season, we’re spreading a little extra cheer with a cracking bonus on your everyday shopping. Starting on Friday 28th November, you’ll enjoy 10% off at most supermarkets and a merry 6% off all other retailers on the Housing Perks app while stocks last. Terms and conditions apply*.   

So, whether you’re planning your food shop for the big day or looking for the perfect gifts for your loved ones, be sure to download Housing Perks app and get saving!   

To get started, simply download the app from the Apple App Store or Google Play Store by searching for ‘Housing Perks’ on your mobile or tablet device. You’ll need your Tenancy Reference Number to hand when signing up, which you can find on the rent letters we send to you in February, via the My Onward Portal or by contacting us.  

For more details on how the Housing Perks app works and for answers to any questions you may have, please click on the button below. 

housing perks faq

*This promotion is exclusive to customers who make rent contributions through the Housing Perks app. This discount will only apply to the first three vouchers you purchase, after that, discounts go back to the standard rate. Please be sure to check the terms and conditions of each voucher, and note that Tesco and Morrisons vouchers can only be used for shopping in store. 

If you need support with health and wellbeing, or accessing food over the Winter, we’re here to help. Over the coming months we’ll be hosting events across our neighbourhoods where advice will also be available.  

To find an event near you, please click on the button below. 

Winter support events 

For support accessing food, email socialinvestment@onward.co.uk or give us a call. 

If you are worried about your health or that of somebody you know, please ring NHS 111 or 999 in an emergency.