Onward Homes Manchester reviews

★★★★★ 1/5

Google

If I could give 0 I would. The most incompetent management company. Can’t budget if their life depended on it. My partner and I own multiple properties, this deal with multiple management companies, yet Contour/Onward is the only one we have constant recurring issues with. Can’t follow through with promises lined out in letters (such as fortnightly visits to do gardening, remove leaves, trim trees etc). My next door neighbour has been on their case for 10 years now to put signs up and/or fix the gate in our ‘gated community’ and they ALWAYS say they’re planning something and we’ll ‘get a letter’ then again we hear absolutely nothing (Except pointless newsletters about new members of staff). Won’t actively give the property redress scheme they’re registered with - therefore I believe they’re not part of one, which is illegal. Now we get a fully coloured multiple paged newsletter - which won’t be cheap to print. Wasteful to the planet when we’ve done 9 years without this newsletter just fine and it’s a waste of money. I could not care any less what new members of staff you’re welcoming to the team, I just care that you pull your weight without adding any residual stress to my life. The trees which are apparently the responsibility of contour/onward have caused damage to my property and my neighbours, yet they said it’s criminal damage if we trim the trees ourselves since the trees are their property. I’ve asked for insurance details multiple times to make a claim against them and they won’t give up their insurance details. My suggestion would be for Contour/Onward to hire people who can budget so we’re not harassed all the time with deficits or refunds. Super frustrating having to faff around all the time. In 6 years of cooperating with another management company ‘HML’ I have never had to pay extra or give bank details to receive a refund, and the service charge increased once by £20. The work that company does is astounding, and draws a direct comparison of incompetency when it comes to Contour/Onward. The AllPay app they suggested never works, it’s notoriously difficult to get in contact with a human. I’m a position now where it’s been almost 2 weeks trying to fix a very minor balance difference of less than £15. They’re making it so difficult to receive money to settle a balance. After days of the allpay app not working, I eventually got sick of it and paid via bank transfer whilst quoting the correct reference number, BUT they’ve shown they’re very behind or unable to carry out basic admin so got another ‘reminder’ letter saying I haven’t paid. Clearly not going to be paying by bank transfer again, but can’t get in contact with anyone to chase the issue. But I’m being threatened with a late payment admin charge. I’m sure the property ombudsman would love to get their hands into contour’s ill practise. Honestly it’s ruining this house for me. Out of all my properties this is the one I personally live in, too. I’m so tired of dealing with them, I’m so tired of the area declining before my eyes. I’m so so tired of seeing areas for improvement, and seeing no improvement.

Rhéma-Faith · 29 October 2023

★★★★★ 1/5

Google

Company are a waste of time and space send you all around the world and back for a simple repair. Would highly advise NOT going with these as your landlords, rude and don't listen only time they ring is when your rent is behind abit but won't help you with THERE property being fixed. Worst company about.

Sean · 10 December 2024

★★★★★ 1/5

Google

If there was 0 stars I would give, been left all bank holiday weekend with a leaking boiler onto wires as I was told this is not an emergency, How can they leave people in unsafe houses with 2year old children for over 4 days!

Sophie · 12 May 2025

★★★★★ 1/5

Google

Frustrating leading to mental health I am sick of the disrespect and insulting actions of this company...i just made a call and at the beginning was told they are having technical issues if line goes off they will try to get back to me ..fine ..so I issued my new repair and then asked if anything else they can help with I began to mention the windows and guess what ! Yes the phone whent dead!! Insulting and frustrating..waited since September 22 to get somebody to acknowledge I need new windows 3 servayors later still no response from housing officer other than she will send yet another servayor as there is no evidence someone has previously been! Still waiting on a call in regards to that happening. If I didn't pay my rent I can guarantee they would be InTouch in less than a week. Unprofessional at it's highest.

Kelly · 25 August 2023

★★★★★ 1/5

Google

awful !!!! moved in my flat in april, i have just left care and i’m a 19 year old girl moving myself. have asked to have my hot water TURNED ON not fixed just turned on and i have had 2 appointments where they have failed to come in a timeframe and 1 they didn’t even turn up. i have had to live wth no hot water what a joke and every appointment missed they give me an appointment weeks later ! i’m shocked how bad this is it would take 2 seconds to come and turn it on .

Leshell · 25 August 2023

★★★★★ 1/5

Google

Absolutely shocking company. Months of no lighting in communal areas where stairs are. Tenants have to constantly use torches on the phone just to see up the stairs. Elderley neighbours also struggle to see. We had to wait 4 months just for lights to be fixed only for the next floor lights to go. My neighbours now just fix the lights themselves as we know how useless Onward homes are. Gutters have never been cleaned. Lack of maintenence despite ridiculous charges. The grass is mowed thats literally it. Mould growing in flats. No cleaning of communal areas we do it ourselves. Our 90 year old neighbour had sewage and floodinf come up through her pipes everytime we used any water. We have had no use of water or our toilets in days. Delays constantly to help us. Absolutely disgraceful, should be ashamed of themselves.

Carissa · 25 August 2023

★★★★★ 1/5

Google

Increasing rents by 7% apparently on their site but yet calling tenants upping rents monthly by well nearly 200 quid? 7%? Can the incompetent managers calculate? Service charge increased well over 30 pound? For a service tenants don’t get? Not seen a cleaner knocking about in over a year? No ground maintenance because everywhere is highly neglected. What a bunch of con merchants Onward is. Sort your maths skills out. Treat people like human beings instead of scaring people because you can’t do basic maths! The place screams shambles and money grabbers. The accommodation is shocking do they know what an EPC is? Probably not. Bunch of cow boys snakes.

Ellz · 25 August 2023

★★★★★ 1/5

Google

Absolutely dreadful, I’ve been without heating or hot water since end of August beginning of September 22, they refuse to replace the boiler, they’re contractor for works is powerless to carry out their recommendation to replace, they ignore or just draw you into a cycle of online chat that gets you nowhere. They are quick to take rent and service charge but are anything but quick at sorting issues, contacted them again this morning 2hours on and still no response as to why an engineer has not turned up after one was booked to be here. I am at the absolute end of my tether now. Bronwen Rapley CEO I am sure this is not the image you want to be portrayed

Roisin · 25 August 2023

★★★★★ 1/5

Google

I’m been ignored that many times about personal issues regarding my Health and Wellbeing it’s just not worth wasting my breath on them. Just suffice it to say, I’m in my late seventies, Disabled, pay full Rent and Council Tax and live off my state and occupational pensions as I don’t qualify for state benefits. When I need any help from them, all they do is start to play ( pass the parcel ) ignore you and grind you down in the hope that you’ll give up and will just fade away.

Foxymick · 25 August 2023

★★★★★ 1/5

Google

Failed to get our boiler fixed despite several visits to the point its immediately dangerous to life and property. Gas valve leaking slowly causing pressure issues and they missed it and refused a gas safety check when we were concerned about it. It's the most serious condition a boiler can be in and it's a first floor flat. Environmental health officer is gathering evidence preparing to serve notice. 3 weeks this went on and no gas to property now as cadent capped it.

Sheila · 25 August 2023

★★★★★ 1/5

Trustpilot

Not onwards backwards

My wife and I live in a sheltered accommodation,which was taken over by onwards a few years ago from contour,(come back contour) the service onwards provide is absolutely disgraceful, from sept 22 to jan 23 we did not get our windows cleaned, and this is on a regular basis we are supposed to have a cleaner 3 times a week but he is either on the sick or on holiday the place is disgusting I wouldn’t recommend anyone where we live, when it rains the guttering is just a cascade of water, the service charge as gone up extortionately, it is supposed to be independent living yet some residents are not independent, (not there fault). We have had rats running around the outside but that took them a long time to get pest control out. and they have the cheek to send me a text to make sure I have sufficient funds to pay my rent over the august bank holiday, they are an absolute waste of time and uncaring, I wouldn’t even give them 1 star.

Edward · 22 August 2023

★★★★★ 1/5

Google

Left a 50+ year old woman with no heating or hot water for 3 weeks during -7*. Terrible service

Tom · 13 January 2026

★★★★★ 1/5

Trustpilot

In September 2018 I noticed a small…

In September 2018 I noticed a small damp mouldy patch on my lounge wall,this was caused by a leaking water pipe in a adjacent communal area,I reported this to Onward but not forward Homes,as the damp spread 3' high & 12' I was refused a visit by a property inspector & the leak was eventually repaired in November 2020 by this time my carpet was saturated & mould on my furniture,I asked for compensation & was told to claim from my household insurance ! The replastering has still not been done almost 5 years on & have not had use of my lounge during this time.Onward Homes are a joke they make constant mistakes & try to charge you for services you don't have & threaten you with eviction - a particularly nasty woman in their rent office..need I go on ..

Tony · 9 August 2023

★★★★★ 5/5

Trustpilot

Keith from onward were brilliant first…

Keith from onward were brilliant first class! Shame can’t be said for liberty! Thank you Keith

Kirsty · 16 July 2024

★★★★★ 1/5

Google

Could they be worse? Really responsive, take absolutely no action. Collect service charges, seemingly do nothing for it. Contractually obliged to pay it, they’re not contractually obliged to do anything for it. I’m a leaseholder, I’d say avoid but I doubt you have a choice. Experience over nearly 5 years, including Contour Property Services who they were previously.

Daniel · 12 October 2024

★★★★★ 1/5

Google

Given them a 0 and it’s not enough Avoid this company at all cost, all they are about is how much they can charge people and up there bills monthly and yearly. Poor customer service, what a joke of company. Avoid at all cost!!!! Or you will have to pay the price, avoid this hell of a company

Wipe · 12 October 2024

★★★★★ 1/5

Trustpilot

Repair repair repair

Repair repair repair How long should repairs be taking. Lord have mercy I have no light in the bathroom for ages now and their contractor keeps pushing the dates forward without informing me and I have young kids in the house, one has autism and hates being in the dark. I tried to explain to them they told me to buy lamp and extension cord for the bathroom can you imagine that. What if water gets in accidentally. I have called twice but no one has sorted it out. I'm soo fed up.

Anon · 19 July 2023

★★★★★ 5/5

Trustpilot

Excellent customer service

I would like to say, I had an absolutely fantastic experience with Onward homes the agents Faye Currie she were

Hatem · 22 December 2025

★★★★★ 5/5

Trustpilot

Great service from Keith sorting out the boiler

Keith was very professional and friendly job was completed on the same day

Sarah · 30 July 2024

★★★★★ 1/5

Google

Supposed to be open at 9 but keeps telling me that is closed when ur website says it’s open. It’s now 9.47 am tho website says they are open still keeps telling me that is closed. Tried the emergency services, have been waiting for 40 minutes and no one to talk to. What a disgusting service!!

Fernando · 12 October 2024

★★★★★ 1/5

Trustpilot

Appalling excuse for a company

Don't turn up, no apology, rude workers. Appalling scam of a company. They are responsible for managing my mothers' home and they're a disgusting gang of people. If a commercial company treated its customers the way these do they would go under, but they have a government contract and so milk it for all it's worth. The morons they send aren't skilled to do the job, they will openly talk about how they intend to "milk the job for every penny they can" by turning up then needing to go to the warehouse to collect something and being gone for 6, 7, 8 hours before returning to advise that the thing they have isn't the right one and they will have to come back the next day. They will turn a bathroom floor fitting into a 6 or 7 WEEK job. The staff don't care, they're rude, don't care about the customers, NEVER apologise and will be rude to you if you dare ask something as crazy as "why has it taken 6 weeks to fit a 2m x 2m piece of lino".

Kev · 25 May 2023

★★★★★ 1/5

Trustpilot

As a home owner onward housing are a…

As a home owner onward housing are a waste of time staff are incompetent do not pass on massages do not keep the garden or secure carpark gates working do not have keys for side gates that are locket. Maintenance on the carpark area is poor not cleaning blocked grids so mud fills up your parking place and all this for £40 a month. I have reported them to the land owner wimpey Manchester and they still do nothing. Except take the £40 pcm for 2 carpark bays next to abandoned vehicles and rubbish. Your staff are a joke you are ripping clients off.

Stefan · 24 May 2023

★★★★★ 1/5

Trustpilot

How long does a repair take?

Reported facia board at front of property had fallen off (again) on 13th Jan 2023. Appointment on 31st Jan couldn't go ahead as Fortem's workman said it was a 2 man job. 2 of Fortem's workmen came 17th March they couldn't do the repair as they wanted an asbestos survey doing. This was done 6th April. Today, 23rd May, is the 4th time I've phoned Onward to find out when the repair will be done, and each time I'm fobbed off by being told the repair is being "sent over for the team/ for escalation". Karen at the call centre told me it's down for repair 20th July. I'm still waiting for someone at Onward contacting me - I won't hold my breath. I can only assume this shower at Onward aren't paid on results as they would never earn a penny!!

LOOBY · 23 May 2023

★★★★★ 3/5

Google

The main thing is if they turn up to do the job instead of saying the staff has phoned in sick that is quite the normal

Keith · 12 October 2025