Onward Homes

It is a not for profit with the aims of:

• Delivering homes and services that make a real difference to the people living in our neighbourhoods.
• Offering customers support and assistance, helping them to overcome the challenges.
• Providing specialist housing including sheltered and housing with care, enabling our customers to live independent lives in the community.

To help support it achieve these, we were appointed to provide fire safety, testing, and maintenance services to ensure that its ever-growing number of properties remained safe and compliant.
Our work with Onward Homes covers all fire-related items in the social housing provider’s stock, including:

• Statutory compliance visits
• PPM
• Servicing
• Maintenance
• Reactive repairs
• Emergency callouts (including 2-hour response times)
• Appointment booking and resident engagement

We have successfully supported Onward Homes in maintaining the safety and compliance of its portfolio throughout the contract, maintaining a 100% compliance record against the contract KPIs, a high level of customer feedback responses, 95% customer satisfaction, and a 98.5% rate of first-time access.

During the delivery, we have provided a range of social and added value activities, including:

• A Brexit risk assessment that covered all supply chain risks to ensure appropriate stock levels were Maintained.
• Visited all properties on the asset register within the first month of the contact to verify its accuracy and then digitised this data.