Independent · not part of Onward Homes
Onward Homes repairs: how to report a repair, phone numbers and timescales
How to report a repair to Onward Homes: the repairs phone number and emergency line, reporting a repair online, and how long Onward has to fix it.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: onward.co.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Onward’s emergency line is here.
How to report
Reporting a repair to Onward Homes
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Onward misses its own target, complain. You may also be able to claim.
- WhatsAppMessage 07418 344 603, Monday to Friday 8am to 6pm (Wednesday from 10am).
- Emailcustomerservices@onward.co.uk
Emergency repairs
When to call Onward straight away
Phone Onward straight away if anything puts someone in danger or leaves your home unsafe. Open 24 hours for emergencies. Other repairs: Monday to Friday 8am to 6pm (Wednesday from 10am). The number is in Onward’s repair contacts.
- 01A complete loss of power
- 02No heating or hot water in winter
- 03A faulty boiler
- 04A flood or leak that can’t be controlled
What counts as an emergency, from onward.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Onward.
Timescales
How long Onward Homes has to fix it
Onward’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Onward’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | Same day | Emergency hazards: investigate and make safe within 24 hours |
| Standard | 20 daysRepairs that can be done in one visit, at an appointment. | No fixed legal limit unless it’s a hazard |
| Complex | 90 daysBigger jobs, which may start with an inspection. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | If damp and mould is an immediate risk to health, Onward visits within 24 hours. Otherwise significant cases are investigated within 10 working days, with written findings within 3 working days; repairs start within 5 working days of the home being made safe, and always within 12 weeks. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from onward.co.uk and Onward’s damp and mould page, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Onward Homes doesn’t fix it: your options
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 complain to OnwardYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Onward
Every social landlord 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.
Onward’s record
How Onward Homes performs on repairs
of Onward tenants were satisfied with the repairs service in 2024/25.
of the Ombudsman’s findings about Onward in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Onward Homes
- How it handled concerns about asbestos in the property.Maladministration
£450 ordered - How it handled reports of damp and mould in the property.Service failure
£750 ordered - How it handled reports about the blocked toilet and drains.Maladministration
£2,394 ordered
Sources: Onward tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Onward Homes’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Onward Homes repairs: questions
What is Onward Homes’s repairs number?
0300 555 0600. Open 24 hours for emergencies. Other repairs: Monday to Friday 8am to 6pm (Wednesday from 10am).
What is Onward Homes’s emergency or out of hours repairs number?
0300 555 0600 (Repairs line). Open 24 hours for emergencies. Other repairs: Monday to Friday 8am to 6pm (Wednesday from 10am).
Can I report a repair to Onward Homes online?
Yes, at onward.co.uk · My Onward portal. Onward’s suggested way to report a non-emergency repair. Phone for emergencies.
How long does Onward Homes have to fix a repair?
Its own targets run from Same day (emergency) to 90 days (complex). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Onward Homes tenants?
Since 27 October 2025, Onward must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Onward’s own damp and mould commitment: If damp and mould is an immediate risk to health, Onward visits within 24 hours. Otherwise significant cases are investigated within 10 working days, with written findings within 3 working days; repairs start within 5 working days of the home being made safe, and always within 12 weeks.
How do I complain about a repair to Onward Homes?
Complain to Onward first, online, by email (customerservices@onward.co.uk) or by phone on 0300 555 0600. Acknowledged within 5 days, with a written reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Onward Homes?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Onward Homes for you. It’s free to check.
Start your claimIs Report Repair part of Onward Homes?
No. Report Repair is independent and not part of Onward Homes or any council or housing association. We show Onward’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Onward has to fix, by problem
Not Onward?
Other landlords in the North of England
- Home Group repairsHousing association
- Peaks & Plains Housing Trust repairsHousing association
- Pickering and Ferens Homes repairsHousing association
- Plus Dane Housing repairsHousing association
- Prima Group repairsHousing association
- Riverside repairsHousing association
- Together Housing repairsHousing association
- Torus repairsHousing association
Reported a repair to Onward Homes and still waiting?
About 2 minutes. No documents. Free to check.