Onward Homes complaint?

Do you have a dispute or a bad customer experience with Onward Homes? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Call Onward Homes on 0300 555 0600, which is also its 24/7 line for emergency repairs, or email customerservices@onward.co.uk. Tenants can also use the My Onward Portal, live chat or WhatsApp, all linked from the Onward contact page. Have your tenancy or rent account reference ready, and ask for a reference number for every repair or complaint you raise.

Repair overdue or a rent charge you dispute? Start your complaint here as well, and we push it out to Onward Homes by email, social media and printed letters.

To report damp and mould to Onward Homes, raise it as a repair through the My Onward Portal, by phone on 0300 555 0600 or by email to customerservices@onward.co.uk, and ask for a repair reference. Say which rooms are affected, how far the mould has spread, whether it has come back after earlier treatment, and whether anyone in the home has a health condition made worse by it. Photograph the walls, ceilings, windows and any damaged belongings, with the date, and repeat the photos as things change.

Keep a dated log of every visit, inspection and promised appointment, and whether anyone came. If the mould returns after a repair, report it again on the same reference rather than starting over, so the history stays in one place.

The Onward Homes complaints procedure has two stages. At stage 1 you raise the complaint with Onward by phone on 0300 555 0600, by email to customerservices@onward.co.uk or through the feedback page linked in the contact details at the top of this page; say clearly that it is a formal complaint, and set out what went wrong, the dates and the outcome you want. If you are unhappy with the answer, you can ask for stage 2, a review by a Director, which Onward says it answers within 20 working days. Keep every reference number, letter and email.

Repair complaint you want a Director to review? Open a case with us: our trained AI keeps coaching you on what to send Onward Homes at each stage and when to push again.

Yes: the Housing Ombudsman Service looks at complaints about social housing providers in England that are members of its scheme, and Onward is on its list of landlords, so it covers complaints by Onward Homes tenants about housing management such as repairs, property condition, charges, antisocial behaviour and complaint handling. The Housing Ombudsman Service generally expects Onward Homes to have had the chance to put things right first, so keep a record of every call, email, visit and reference number.

Repairs promised and not carried out? We help you write the complaint in minutes through our complaint process, with each repair reference and date set out clearly.

Nothing has been reported about Onward Homes here yet. Our research shows what typically goes wrong at large housing associations in England: repairs that are slow to be booked or left unfinished, damp and mould that keeps coming back, rent account and service charge errors, antisocial behaviour cases that drag on, heating and hot water faults, and complaints that are slow to move from one stage to the next.

Heating or hot water off and the repair slot keeps moving? Be the first to report it: your case opens the record for the next Onward tenant in the North West with the same repair.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Onward Homes through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Onward Homes can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.