"Responsive Repairs Policy"

Responsive Repairs Policy
Onward aim to ensure that they manage and void repairs effectively offering a service that meets the needs of customers and complies with ONWARDS HIGH MAINTENANCE STANDARDS.

The above is the first paragraph of Onwards repairs policy.
In my experience the reality is nothing like that.
I signed for the tenancy in Florence Court on 15th July 2024 and paid £793-71p advance rent.
I only wish I'd read the reviews before i did anything but i didn't. For the six months since then it's been a nightmare.
The flat was empty for at least 5 months before I moved in so plenty of time for any repairs to be done but other than a lick of paint nothing else had been done.
Two windows wouldnt open, taps on kitchen sink were so loose they spun around in their fixtures and every time i had a shower it flooded the bathroom.
To date the taps have been replaced the windows were eventually able to be opened after visits from 4 separate people on four separate days but the shower still floods the bathroom. In all be it for windows taps or shower, 14 separate contractors have called and the last time I had a working shower for one day only was 15th December 2024. Sometimes they just don't turn up so you have to chase it up for another appointment. They don't contact you to apologise and give you a new appointment. Plumber came onThursday 2nd January at 7-50pm
and the next day the shower flooded again so i rang at 10 am on Tuesday 7th January and was told it would be treated as an emergency and to call back if they hadn't turned up within four hours. They didn't show so I rang and was told you are no longer considered an emergency.On January 9th an electrician called at 6-30pm unaware that he was to fit a new pump in the shower he didnt fit new pump but he did all the usual tests couldnt solve it so told me he would recommend to Onward that an electrician and a plumber should do a joint visit to see if they could solve the problem between them. That to me is the most sensible idea any of them have come up with.
I only hope its repaired in my lifetime being 78 year old i won't hold my breath. There are many repairs waiting to be done within Florence Court communal areas. The kitchen off the communal lounge has had water pouring in over the sink unit and you stand in puddles of water whilst washing dishes in the dark because its too dangerous to put the lights on.
That water has now spread to the storeroom next door to the kitchen and last week part of the storeroom ceiling fell in. On the upstairs landing there is water dripping in through one if the loft openings so there's a bucket under that and the guest room has had water coming in over one of the beds. We Are assured by the managers that all these faults have been reported but in the six months ive been here nothing has been done. The lights in the communal lounge flicker on and off and we are concerned that may be because of water damage.
Some of us are also concerned about a white powder that settles on the floors in our flats it isn't dust its a very fine white powdery substance. Managers say it won't be asbestos because its been checked. So why don't we feel reassured by that?. Florence Court is now known as the Forgotten Scheme for very obvious reasons.
When I paid rent up front i was told id get it back but im still fighting for it.I queried why some tenants were paying more service charge than i so they spoke to finance dept and to date one person has received £900 refund and another £600 and I'm sure that will spur others on to do the same. So much more to be addressed but nobody will take responsibility. Whilst typing this review ive been waiting for Onward to call to fit a flashing light in my living room to let me know when someone is at my front door because I am profoundly deaf and they said they'd call between 1pm and 4pm. It's now 5-30pm and I've rung but young gentleman was unable to tell me where they were. And so it goes on and on and on Onward.

"keith turned up fixed my boiler afther…"

keith turned up fixed my boiler afther 5 weeks of not having any hot water and heating due to onward appointments not turning up thanks keith for all your help 5 stars

"|Asbestos exposure SHAMBOLIC "

Where to begin? Reported after discovering suspected broken asbestos tiles in a cupboard in bedroom, storage cupboard in hallway also mould on aertex ceiling in bathroom which also is asbestos. Bathroom is internal in a block of flats so no window just a fan that did not work until about 9 months when a workman came to repair and said it didn't work, even though other workmen had been out and said it was working??. They sent an independent Asbestos surveyor out who took samples from the tiles and aertex ceilings and photographs that are in every room in the property. I am very surprised that Onward workmen are not aware of where there is Asbestos in each property as I am aware that its a legal requirement of HSE, so when a workmen came in and replaced the smoke alarms that he actually drilled into the aertex ceilings in both the kitchen and hallway that any trained tradesman would know not to The surveyor advised that the ceiling in the bathroom needs to be completely removed, he had also found damaged tiles under carpet in living room, the other tiles in cupboard/ wardrobe in bedroom and storage cupboard in hallway are exposed and not covered with carpet. Received a phone call from Onward to say that they were sending someone out to assess what needs repairing two weeks before Christmas, was told that to expect a phone or text message within that week before they would arrive. this wasn't a problem as I work nearby. No one texted or rang that week. I then called Onward again spoke to someone who then asked if I could take pictures of the broken tiles and ceiling?? why do I need to take pictures when the surveyor had? and am fully aware that onward would already have the pictures, I also work in construction so I am well aware of how dangerous asbestos exposure is. When my housing officer was approached by a friend of mine in the car park who had come to visit me week before Christmas, he apparently did not have a clue about the situation, seems odd as I am fully aware if I that housing officers are aware of what is going on on there patches. The answer off the housing officer was that it was safe for now? even though they did not know what's going on?? and how would an building surveyor be able to access the property if I am not in? . Has anyone bothered to arrange an appointment NO. This is an absolute SHAM. I will be involving a housing specialist solicitor and an MP

"Really helpful great people get the…"

Really helpful great people get the jobs done quick

"I just signed up for 1 bed ground floor…"

I just signed up for 1 bed ground floor flat today. I was greeted by Lisa at the property and she was a delight, she went through everything thoroughly and made sure I understood everything before signing up and making the payment. Thank you Lisa

" All family now are full of cold…"

All family now are full of cold including my children and Off sick due to job hasn't been done in time. There weeks with no heating and hot water on this cold weather! Missed appointments and missed communication what exactly is the problem with the boiler. I am not person who like to complain but this is unbelievable! I have been offered £40 for compensation, which are not enough even for the medication we need. I am still waiting someone to come and fix it. Very disappointed!

"Constant repairs not being done due to…"

Constant repairs not being done due to wrong information being passed onto the repairs workers.
Onward have been totally negligent in the way they investigate complaints regarding this.
It's strange that over the last few days Onward have started to reply to the messages on here, where as it used to flag up that they did not reply to the messages, just look through the messages. What has changed?
The usual 'sorry message' that falls on deaf ears though. My findings have shown that Onward listen to the contractors rather than the tenant that has waited in all day, taken the day off at cost to accommodate the repairs. Contractors stating the tenant was not in or access could not be gained.
A previous message on here stated that the contractor named in the review has said they do it all the time as they have no time or worker available to do the job.
It's very sad that tenants have to put up with the arrogant landlord that really only want's the rent and a picture or two in the papers and the vomit inducing newsletter they print purporting them to be a model landlord, that they are not.
I'm pretty sure that this site would have many many more bad reviews if the people who are affected by Onwards shortcomings had internet access and actually knew how to post on here.
Me, I'm done with Onward and am moving this week to a more reputable landlord. To all the others staying with them good luck to you all.
They better give me back my overpaid rent or I'll be back on here.

"Rather be homeless than ever rent of these "

Avoid at all cost even if you're in emergency housing.
Was offered a property on the wirral and signed not long ago. Turns out my new neighbour is absolute vile scum and threatened me right infront of my toddler. She now claims to the housing officer that she never said what she said. I'm to scared to move in because of this but now apparently I'm being charged 2 weeks rent for terminating my contract.

I will fight these lot in court and the scum that bullied me out of my new home..

"A simple repair"

Reported a repair many many weeks ago..... I took a day off work as I was given a 5 hr window for the carpenter to arrive (8am - 1pm in a text).... no show in that time ... so a completely wasted morning... a friend came to pick me up for lunch.... upon leaving the house at 1.30pm.... I got a text to say that Onward had now extended my wait time from 8am - 6pm ????? WHAT.... they expected me to wait an entire 8 hours??? UNBELIEVABLE....escalated the issue as a complaint.... I was offered £30 not to lodge the complaint... I lodged it.... still waiting for a response 2 weeks later . As a hard working tenant.... DISGRACEFUL !!!

"They couldn't be bothered to reply "

I've arranged to view a property and after that I contacted them about more Information and they simple couldn't be bothered to get in touch. Useless and waste of time