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Onward Group Limited

68.3% of Onward Group tenants are satisfied with the overall service (Tenant Satisfaction Measures 2024/25), below the England median of 71.8%. Onward Group tenants can swap homes with other social housing tenants through a mutual exchange, with Onward Group's permission.

Registered social landlord no. 4649. On this page: what their tenants say, how they handle complaints, the regulator's grades and how to swap your home.

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The regulator's verdict

The Regulator of Social Housing grades landlords on how well they look after tenants (consumer standards, C1 best to C4 worst) and, for housing associations, on governance (G) and financial viability (V).

C1 Consumer standards meets the consumer standards · Oct 2026
G1 Governance well governed · Oct 2026
V2 Financial viability financially viable but with risks to manage · Oct 2026

Councils are graded on consumer standards only. A grade is a snapshot at the date shown; the regulator publishes updates as it inspects.

Homes to swap from Onward Group Limited tenants

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What tenants say

From the regulator's Tenant Satisfaction Measures survey, 2024/25, based on 2,214 tenant responses. Each figure is the share of tenants who said they were satisfied.

Ranked 212th of 350 landlords in England for overall tenant satisfaction. See the league table · Compare it on every measure

Satisfied with the overall service 68.3% worse than the sector median of 71.8%
Satisfied with repairs 64% worse than the sector median of 73.6%
Satisfied with time taken for repairs 56.5% worse than the sector median of 69.5%
Home is well maintained 70.6% worse than the sector median of 71.9%
Home is safe 79% better than the sector median of 77.6%
Landlord listens and acts 62.1% about the sector median (61.6%)
Kept informed 70.5% worse than the sector median of 72.0%
Treated fairly and with respect 80% better than the sector median of 77.9%
Satisfied with complaints handling 34.5% worse than the sector median of 35.5%
Communal areas clean and well maintained 64.1% worse than the sector median of 66.7%
Positive contribution to the neighbourhood 65.4% about the sector median (64.6%)
Satisfied with handling of anti-social behaviour 59.1% about the sector median (59.5%)

The thin marker on each bar is the median across all landlords in the data set. The landlord's own TSM report: onward.co.uk/about-us/policies-publications/tsm-results/.

Repairs, safety and complaints

From the landlord's own records reported to the regulator for 2024/25.

99.5% Gas safety checks completed about the sector median (100.0%)
99.8% Fire risk assessments completed about the sector median (100.0%)
96.4% Asbestos surveys completed worse than the sector median of 100.0%
99.8% Legionella risk assessments completed about the sector median (100.0%)
98.2% Lift safety checks completed worse than the sector median of 100.0%
0.1% Homes NOT meeting the Decent Homes Standard about the sector median (0.5%)
81.8% Non-emergency repairs done on time about the sector median (82.5%)
97.6% Emergency repairs done on time better than the sector median of 94.9%
62.7 Stage 1 complaints per 1,000 homes worse than the sector median of 53.9
87.1% Stage 1 complaints answered on time worse than the sector median of 89.9
8.9 Stage 2 complaints per 1,000 homes about the sector median (8.4%)
67.7% Stage 2 complaints answered on time worse than the sector median of 88.9
24.1 Anti-social behaviour cases per 1,000 homes better than the sector median of 36.0

Repair targets: 90 24

Housing Ombudsman decisions

In the Ombudsman's 2025-26 review, Onward Group Limited had 35 complaint determinations. 66% of findings went against the landlord (sector average 60%).

66%maladministration rate
worse than the sector average of 60%
117orders made
£32,076compensation ordered

The Housing Ombudsman has published 2 decisions about Onward Group Limited in its searchable archive.

1maladministration
1partial maladministration
  • Old Property Condition migrated-2025 (202203912) Maladministration Oct 2022

    The complaint is about the landlord\u2019s handling of repairs to the resident\u2019s windows.

  • Managing Relations (202113638) Partial Maladministration May 2022

    The complaint is about: The landlord\u2019s handling of repairs to the resident\u2019s shower following a leak. The landlord\u2019s handling of the associated complaint.

Source: the Housing Ombudsman decisions archive, checked 11 Oct 2026. To see every case, search the archive for "Onward Group Limited". Most landlords have some upheld complaints; compare the numbers with the landlord's size.

Swapping with a tenant of Onward Group?

Both landlords have to approve a mutual exchange, and both have 42 days to decide. They can only refuse on the grounds set out in the Housing Act 1985. Get the application in early, keep your rent account clear, and ask for the decision in writing.

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