Your repairs service

Lots of government guidance remains in place for businesses like Onward to minimise Covid infections this winter. Businesses and individuals are using this guidance to make their own decisions on things like facemasks and social distancing.

One upshot is that it can be harder for customers to know what to expect from their services. In response, this page tells you how things will work when using an Onward service or meeting our colleagues.

We are also managing a number of supply chain challenges facing the UK, from securing repairs materials to getting skilled people to complete the work. Due to forward planning, we are currently doing OK, but we will face challenges throughout the winter. Regular service updates will feature here so you can keep up to speed.

How we will be doing things for customers

We used safe systems of working throughout the pandemic to protect customers and colleagues when you come into contact in homes or in your neighbourhood. This has worked really well, so we are keeping it going this winter.

Throughout the pandemic, we delivered some services differently and did as much as we could by telephone, to minimise unnecessary contact and travel. This will remain the case during the winter. We have found that our services adapted well to this situation, so rest assured that we will do everything we can to help when you get in touch.

If an Onward team member or contractor visits your home, you can expect that they will wear appropriate PPE and maintain social distancing. Even if you feel this isn’t necessary, we need to treat everyone the same and want to do all we can to ensure we minimise infection.

Help us keep everyone safe

When our teams are helping you, in your neighbourhood or home, please help us do this safely by following social distancing. This will keep everyone safe and help us to maintain your services as much as we possibly can. Our staff may decline to deliver a service if they feel that reasonable precautions aren’t being taken by customers.

Delivering repairs safely

Our established safe systems of working allow us to continue to provide a safe and full repair service for customers. We are continuing to prioritise emergency and urgent repairs, so you may be asked to wait longer for routine repairs to be dealt with. Please consider this in advance of reporting a repair request.

As our suppliers adapt to the current economic situation, we are experiencing some limitations on the availability of materials and staff. Our frontline teams are working hard to meet demand but some repairs may take a little longer than expected to complete. We will keep you informed if your repair is delayed or the appointment has to be changed.

The My Onward portal is the quickest and easiest way to report a new repair. You can also report a repair by telephone through the Contact Centre on 0300 555 0600. You can also view our Repairs Handbook, which provides further details on our repairs standards and responsibilities.

We will provide further updates as the situation evolves.

Needing a bit more help? Contact us.

Onward is here to support customers when they need extra help.

We understand that people who are clinically vulnerable may still be choosing to avoid going outside and meeting people. We know that this makes life hard in lots of different ways. We can help by giving you someone to talk to and helping you get everyday essentials like food and support services.

We continue to provide services for clinically vulnerable customers to support their wellbeing and to prevent isolation. When this brings us into contact with you, we will follow our tried and tested safe systems of working and use all appropriate PPE.

If you feel you need more help, contact us. Whether it is money worries, you need help getting food or if you just feel lonely – call us and we will do everything we can to help.

Money troubles? Don’t wait, contact us.

We want you to be secure in your home, even if money becomes harder over the winter.

Onward will work with any customer struggling to pay rent to make this manageable in the long term. We offer one-to-one advice and support on topics including access to benefits and managing household budgets.

If you would like to speak to someone about your money, our Income Management and Financial Inclusion team is here to help. Please contact us.