26/03/2026
We understand that repairs are an important issue for our customers and we are listening to your feedback around where we can improve the services we deliver.
64% of the customers we spoke to in our 2024/25 TSM survey told us they were satisfied with the most recent repair in the last twelve months. You also told us where we need to do better, and by listening and hearing what needs to improve, we’ve brought repairs in-house across Lancashire, Greater Manchester and Cheshire East for faster, more flexible service and invested in extra resources in Merseyside.
We have also worked with our involved customers who have helped shaped service improvements by:
✅ making repair communications clearer and introducing appointment texts with operative’s names and live tracking
✅ delivering training to the colleagues in the Customer Service Centre, so they can help guide customers through simple tasks like replacing thermostat batteries and repressurising boilers
✅ recommending new approaches to the replacement of boilers and gas servicing
✅ prompting more timely, detailed updates for planned maintenance to help residents understand what to expect from major works
We’re committed to working with customers to keep improving. To find out more about how you can get involved, please:
👉 visit our website onward.co.uk/get-involved
📧 email [email protected]
📞 give us call 0300 555 0600
If you need report a repair, please visit the My Onward Portal (onward.co.uk/for-customers/my-onward-portal), email [email protected], call 0300 555 0600* or message 07418 344 603 on WhatsApp between 8am – 6pm Monday to Friday, and 10am – 6pm on Wednesdays.
*Available 24 hours, 7 days a week for emergency repairs, such as a flood or leak that can’t be controlled.
