Onward Homes レビュー 

Phone call was to discuss an ongoing Problem concerning an Incident with our Boiler over Easter, when I explained the the situation since it was 1st reported Michael was very Professional, Understanding and Helpful and after much previous negativity from Customer Services he has now enabled us to start a Complaint , something that definitely should not be difficult to start , We are very grateful for his Customer Care skills .FURTHER INFORMATION AS REQUESTED! This revolves around a Situation on Maundy Thursday ( 2nd April 26) we had just got Home from Mass and my Wife turned the kitchen tap on to fill the kettle, there was a very loud bang and water began pouring from the underneath of the Boiler, we immediately had to use bowls and buckets as the water was pouring out onto the floor and over the worktops below ( there’s a small hole in the worktop where a pipe leads down , underneath this is our washing machine) We tried to turn the stopcock off to stop the water but it wouldn’t move , My wife called the Emergency Number and after waiting 30 minutes a Customer Services Rep answered,she explained the situation we were in and how I am a vulnerable Adult due to my Medical Problems ( I have a Chronic Lung Disease and suffer from Heart Failure ) she was told someone would call us back to discuss the problem, after another half an hour of us alternately emptying buckets a Man called Tony called back ( Tony had been to repair a drip from the boiler 2 days before) he said he was the only person on call and would be 2 hours however he did call back 10 minutes later to say he hoped to be with us in half an hour or so , when he arrived he used a screwdriver to stop the water flow and told us he would report back to Onward to say the circuit board was water damaged and some other parts would need replacing due to the same damage, he said someone would be in touch on Tuesday after the Easter Holidays , we explained my Health problems but were told as it was Easter there were no Staff to carry out the Repair, we were left with no heating, no hot water and no shower/bath as we do not have an electric shower, we complained but were given a small heater to use , We very much appreciate it was Easter but it was for us as well and we had to cancel our plans to have some Church friends for Dinner on Easter Sunday, On Tuesday morning we phoned Onward and had to explain everything again and we rein iterated that we were going away to our Sond for 2 weeks and the repair needed doing , after many calls to Customer Services on the Tuesday at approximately 4.30pm we were told someone would be out on Friday 10th , we had to arrange for my Sister to let Onward in which she did but the fitter turned the boiler on then said the Heating and Hot Water were now working so he wouldn’t be replacing the part he had brought with him and he left , My Sister had to go to our House everyday to make sure everything was ok , On Tuesday 21st April while in our Sons someone called Scott called my Mobile, I had spent the previous 2 weeks in bed with a Chest Infection so my Wife answered, she was told the call was to check everything with the job had gone well, My Wife told Scott the story from beginning to end and how shambolic the Service had been and how we’d been told throughout that there was no point in discussing this matter with Management as the job hadn’t been completed and nor could we create a grievance for the same reason, Scott said he would personally take this further and speak to Ryan who was one of the Managers who would have been involved, he assured my Wife that he would call her back by 5pm once he’d spoken to Scott and he never called back ! The call came from Onward as it came up on my phone but on speaking to Michael yesterday (Customer Services) it seems there’s no trace of this call which is actually unbelievable, Michael was really helpful and said he would activate a Grievance on our behalf, I personally find it unbelievable that as one of your Tenants who has never give you a problem in 21 years ( the same age as the Boiler, although it was here before we moved in so it’s older) I cannot Speak to any Senior Member of Staff, if I do not get any further with this matter I now fully intend to take this matter further!

The operative was very friendly and helpful, did an excellent job.

Carl dmc came today to do some work in my home, even though I wasn't notified about this appointment (not carls fault) he was very friendly and did the work very fast, professional and left work area clean. Thank you Carl

Carl dmc - Lovely man, very polite and nice!

I was very happy with my experience today Micheal even asked me if I was sure I wanted to cancel a job that I felt was no longer necessary so a customer service job very well done

Answered and dealt with my query efficiently and was very polite. I received an Email to say that my request had been dealt with shortly after I called.

Really good really good understanding

We live at Lyndon House in Gt Harwood. It’s great thanks to our scheme manager, Stacey Whittaker. She’ s great. Always willing to help. Her office door is always open for anyone to talk about anything. She helps sort parties and fun times. Monthly meals and weekly tea and toast.
Thanks Stacey.

Mark did an amazing excellent job to get rid of the mould in the bathroom, he also did the re seal around the bath. I’m am very happy with results. Thank you very much I really appreciate it.

Carl dmc came and sorted mould on my ceiling today and damp covered it all up done a brilliant job lovely guy very friendly would definitely recommend him to do a job for me again :)

Stacey the scheme manager from Great Harwood was friendly and very professional with the help and service provided

Writing to say Michael was polite and caring and was concerned for my wellbeing

Wayne smith fitted my new kitchen fan he was very tidy and courteous and polite well done anytime I need electric done wayen is the man

Carl dnc was fantastic. Efficient, friendly and cleaned up after himself. Happy with the service

First class customer agent allowed me to pay my rent efficiently.

Spot on advice very helpful and was guided through what had to be done 10 out of 10.

Tarn has been a few times to my address for repairs.

He is very polite, efficient and knows what he is doing.

I am extremely disappointed with the service I’ve received from Onward Homes.

I reported an issue with my washing machine as an emergency shortly after moving in, as I am heavily pregnant and need to prepare essential items for my baby. I then had to wait an entire month for someone to attend.

When the plumber finally arrived, his attitude was abrupt and dismissive. He spoke to me in a way that felt belittling and rushed through my home from room to room, making me feel like my concerns were a joke rather than something valid. I even had to tell him directly that he didn’t need to speak to me like that.

After quickly deciding the issue wasn’t plumbing-related, he passed it off to an electrician. However, when I contacted customer service afterwards, I was told I would now have to pay for an electrician to come out — despite the fact that this was originally the type of appointment that should have been arranged.

The way this was handled left me extremely distressed. I was left crying after the call, feeling completely unsupported at a time when I am about to give birth any day now. I have been unable to wash my baby’s clothes due to this unresolved issue, which has added unnecessary stress during an already vulnerable time.

I expected a basic level of understanding, respect, and coordination between services, especially given the circumstances. Instead, I felt dismissed, spoken down to, and left without a solution.

This experience has been upsetting and unacceptable.

I have been with onward homes for more than 20 yrs, and i have to say on the whole they are a really good company, i had a phone conversation yesterday with a lady called Adel who really went above and beyond to help me.
Adel was very polite and considerate a very nice and genuine person, it was a pleasure to speak too her. She was a ⭐️thank you Adel.

Ashley from onward has completed a couple of jobs in our home recently each to a great standard. 👍