Onward Homes reviews

★★★★★ 5/5

Trustpilot

Sharron has been absolutely amazing

Sharron has been absolutely amazing! She has made me feel so at ease about my situation and helped take pressure away nothing has been too big of an ask from her. She has always been more than happy to help with anything I've needed. Even when I've had 1000 questions to ask she's been there to answer every single one of them with no problem. She is an amazing woman and I hope she knows it!!

Hphm · 18 September 2026

★★★★★ 5/5

Trustpilot

Helpful, Friendly and Professional

I called with 2 issues one being an on the day cancellation from Axis (again) I spoke to Julie who listened and took notes of my concerns and did what she needed to do to get my issues sorted. Even though she had to escalate them further, she dealt with my call swiftly and in a professional manner. I would happily have her sort out my issues again

Paula · 11 September 2026

★★★★★ 4/5

Trustpilot

Helpful

I spoke to Lizza frim the customer service team at Onward, regarding a problem I had with my control panel for my heating, she went through some troubleshooting steps with me, but unfortunately we couldn't solve the issue over the phone, she emailed the relevant gas team whilst I stayed on the phone and an appointment was set up for the next working day. She was polite and helpful.

A · 3 September 2026

★★★★★ 5/5

Trustpilot

Fantastic Customer Service from Lizzi !

Spoke to Lizzi via Onward Call Centre yesterday and I have to say She was so Professional, Friendly and Helpful! What a difference it makes to be dealing with someone from Onward who doesn’t make you feel like an “inconvenience” and who listens then deals with the problem, She really does Have Amazing Customer Care Skills - Fantastic Service! Thanks Lizzi !

Sharon · 18 September 2026

★★★★★ 5/5

Trustpilot

I spoke to Darren to raise 1 or 2…

I spoke to Darren to raise 1 or 2 repairs & he was really helpful! He had the patience of a saint as I went through my list & a great sense of humour which goes a long way when working in customer service! Thank you Darren for the 5 star service!

Mary · 9 September 2026

★★★★★ 5/5

Trustpilot

Flash flood

Hi I’m a tenant off 15 years and I spoke to Darren today he was well spoken extremely helpful with 2 problems I had with my property, thank you Darren 😊 I appreciate you listening and booking repairs in that fits in with my work schedule outstanding customer service.

Kerry · 15 September 2026

★★★★★ 5/5

Trustpilot

spoke to Julie today from my landlord’s…

spoke to Julie today from my landlord’s repairs team regarding a roofing problem that has been going on for a very long time. After having to deal with this issue for such a long period, it has been incredibly frustrating, upsetting and, at times, really overwhelming.

Audrey · 17 September 2026

★★★★★ 5/5

Trustpilot

Mark from the mould team came out to…

Mark from the mould team came out to sort a bedroom ceiling. I have quite bad anxiety about letting people come in my house. Mark was lovely he made me feel so much at ease. We had a chat about the work he was going to do. He was efficient and minimum disruption. Once work was completed explained what he had done and how to look out for future problems that may arise. I felt totally at ease all the time he was here which is a big thing for me

Heather · 18 December 2025

★★★★★ 5/5

Trustpilot

I can’t thank Jayne enough for all her…

I can’t thank Jayne enough for all the help she gave us as a family in helping my grandma in a managed move into her new flat. She couldn’t do enough for us as a family and all the help was massively appreciated! She is an asset to your team thank you again so much for all the help.

Rachael · 29 May 2026

★★★★★ 1/5

Trustpilot

Today (18/09/26) I received a call from…

Today (18/09/26) I received a call from a male housing officer for my area from onward (Bootle). He introduced himself in a confrontational manner before I even had the opportunity to speak. I am a tennant of onward and I'm a vulnerable tennant involved in a domestic abuse case which he unwisely chose to make light of and was clearly doubting what I was saying. I somehow remained calm after this and unfortunately this did not change his unprofessionalism. He chose to raise his voice in an aggressive manner totally unnecessarily. When dealing with cases of domestic abuse, onward should really do their research first on cases before they say things that aren't true to vulnerable tennants. Please be wary if considering taking up a tenancy with onward.

David · 18 September 2026

★★★★★ 5/5

Trustpilot

Paul G has been out a couple of weeks…

Paul G has been out a couple of weeks ago and then again today to fix my broken bathroom door, couldn't ask for better service from him his customer service and compassionate nature is second to none. so greatful for the help and advice he offered and he did other odd jobs I needed doing but told were for me to fix he jumped straight at it and fixed them there and then. cannot thank him enough give this man a raise!

Customer · 16 September 2026

★★★★★ 5/5

Trustpilot

Tarn came to my house to fix the doors…

Tarn came to my house to fix the doors and he did a excellent job, i would have him at my house for any job On-The-Go future, thanks Tarn the joiner

Justyna · 17 September 2026

★★★★★ 5/5

Trustpilot

Mandy the call handler helped me out…

Mandy the call handler helped me out with every enquiry I made on the call today even to the point of working around my work schedule to book appointments in and chased up and ongoing long standing repair that was made in July can’t thank her enough for putting me at ease and rescheduling upcoming repairs and gas safety appointment thank you for all you help lovely customer service skills hope to have her answer my call in the future

Claire · 9 September 2026

★★★★★ 5/5

Trustpilot

Great customer service from Dannielle.

Had an issue with my uncles service charges. Dannielle was polite and extremely helpful in resolving the issue. Thank you Dannielle.

Donna · 3 September 2026

★★★★★ 5/5

Trustpilot

Clarity and Consistency I rang Onward seeking clarification…

I rang Onward seeking clarification about some ongoing repair issues. Michael took my call and listened carefully to what has become a quite complicated and detailed case. He contacted an external company for further information and was then able to provide me with clear guidance and reassurance regarding forthcoming repair visits. It was exactly what I needed and I am very grateful for his help and understanding.

Joseph · 9 September 2026

★★★★★ 5/5

Trustpilot

Rita, Scheme Manager, Merlin Court

I wish to commend Rita, Scheme Manager at Merlin Court, Oswaldtwistle for all her help regarding my mother's bedsit following her death. I have mobility issues but Rita has gone "above and beyond" helping me to move my mother's clothes, crockery, lamps, etc - mother's bedsit was on the first floor and I can't manage stairs but Rita was such a great help.

Sheila · 23 September 2025

★★★★★ 5/5

Trustpilot

Well handled and spoken very friendly…

Well handled and spoken very friendly and was very understanding and explained the situation properly. Thank you Michael.

Kad · 4 September 2026

★★★★★ 1/5

Trustpilot

Can't get jobs done

I live in one of the houses and nothing is ever easy, had an issue with most of the house get booked in and they have been cancelled without me knowing, they send the wrong engineer or they replace the parts that have already been replaced 5 other times before, now I have to wait 3 wks for another appointment that should have happened mths before. Plus they tell you what you want to hear so you don't keep them on the phone, eg when this appointment was booked they told me they will be able to complete the work so it's done once and for all but yet have to wait 3 more weeks. The engineer that attended was nice and friendly the lad I spoke to on the phone was nice but that doesn't make you feel confident when you have been lied too repeatedly.

Jaymie · 28 May 2026

★★★★★ 1/5

Trustpilot

Supposed to be a caring company…

Supposed to be a caring company .rubbish they have a two stage complaints policy that should be sorted in 30 days for stage 1 and 2 6 months in and just being fobbed off yet if you miss your rent they are on it the next day it seems with some people it’s only the rent money they are interested in I feel sorry for the staff on the switchboard all they can do is pass your message on just to get ignored should be called backward homes

Dave · 28 May 2026

★★★★★ 5/5

Trustpilot

Window Seal

The sealant on the window had come away from the frame. The Onward operative (DawnH), had noticed the frame seal wasn't fully secured (I had noticed the sealant after I heard the recent strong winds coming through the edge of the window). The frame was fully inspected and filled with foam which will hopefully reduce the chances of the sealant coming away again (and the draughts). I was very thankful for the work (more than first realised on the surface) and help with a previous problem from the from the front door fitting too! Thank you for the attention to detail!

Annette · 18 May 2026

★★★★★ 5/5

Trustpilot

I spoke to Darren this afternoon and he…

I spoke to Darren this afternoon and he was just amazing from start to finish.

Reem · 11 September 2026

★★★★★ 5/5

Trustpilot

I wish I would of got this person's name

I wish I would of got this person's name to get him noticed by management I called today to try and arrange a gas service appointment and an electric service appointment this person went above and beyond to help me 100% he has the most lovely phone manner and perfect customer service I hope you remember as I called you an angel

EMMA · 16 September 2026

★★★★★ 5/5

Trustpilot

Great service

Paul was lovely. Really efficient and has been to repairs before. Got the job done quickly and was a really friendly and polite fella! Thanks so much Paul

Customer · 26 May 2026

★★★★★ 5/5

Trustpilot

Julie was friendly and very helpful…

Julie was friendly and very helpful polite and solved my problem

Jacqueline · 11 September 2026