Independent · not part of Onward Homes
Onward Homes complaints, compensation and disrepair claims
Your options if Onward Homes hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Onward Homes repairs
LandlordOnward Homes
Has Onward Homes been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Onward’s repair contactsFree to check · About 2 minutes
You can complain to Onward Homes, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Onward Homes hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Onward for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Onward
This can get Onward to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Onward to put things right. In its recent decisions about Onward, it ordered between £450 and £2,394 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Onward Homes
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Onward Homes asking for the repairs and compensation. Under the court rules for housing conditions claims, Onward should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Onward Homes
Onward Homes has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Onward
Acknowledged within 5 days, with a written reply within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a director: acknowledged within 5 days, with a reply within 20 days.
- Then
Housing Ombudsman
Independent. It can order Onward to put things right.
From onward.co.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimOnward’s record
What the regulator and Ombudsman found
of Onward tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Onward in 2024/25 were maladministration.
Sources: Onward tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Onward
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Onward Homes at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled concerns about asbestos in the property. Read the decisionMaladministration
£450 ordered - How it handled reports of damp and mould in the property. Read the decisionService failure
£750 ordered - How it handled reports about the blocked toilet and drains. Read the decisionMaladministration
£2,394 ordered
Source: Housing Ombudsman decisions.
Has Onward let you down too? You could claim compensation.
Start your claimQuestions
Onward Homes complaints and claims: questions
How do I complain to Onward Homes about repairs?
Through its complaints page: onward.co.uk. By email: customerservices@onward.co.uk. By phone: 0300 555 0600. Say what the problem is, when you reported it, and what you want done.
How long does Onward Homes have to reply to a complaint?
Stage 1: acknowledged within 5 days, with a written reply within 10 working days of that. Stage 2: reviewed by a director: acknowledged within 5 days, with a reply within 20 days.
Can I claim compensation from Onward Homes for damp and mould?
You could, if you reported it and Onward didn’t fix it in a reasonable time. A law firm on our panel can take it up with Onward for you.
Start your claimHas the Housing Ombudsman found Onward Homes at fault?
In 2024/25 the Ombudsman found maladministration in 67% of its findings about Onward. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Onward Homes: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Onward on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Onward?
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Still waiting for Onward Homes to fix it?
About 2 minutes. No documents. Free to check.