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Contact us

  • Visit our Customer Centre

    You can find our Customer Centre at 19 Cole Street, Scunthorpe, DN15 6QY. Here we have a team of dedicated customer advisors on hand to help with any queries you might have. There's a multi-storey car park and bus station just a minute's walk away.

    This is when we are open.

    Monday: 9am-5pm
    Tuesday:9am-5pm
    Wednesday: 9am-5pm
    Thursday: 10am-5pm
    Friday: 9am-4.30pm
    Saturday: CLOSED
    Sunday: CLOSED

  • Visit our Head Office

    Our Head Office is based at Meridian House, Normanby Road, Scunthorpe, DN15 8QZ.

    There is plenty of free visitor parking at the front of the building.

    Here are the times when our office is open.

    Monday: 8am-5pm
    Tuesday:8am-5pm
    Wednesday: 8am-5pm
    Thursday: 8am-5pm
    Friday: 8am-4.30pm
    Saturday: CLOSED
    Sunday: CLOSED

  • Report a repair

    The best way to report a repair is by logging onto your online account. If you haven’t already got an account you can set one up here.

    If your repair is an emergency you will need to call us and report it on 01724 279900

    Not sure if your repair is an emergency? Click here to find out.

     

     

  • Calling in an emergency

    Emergency repairs are classed as anything that risks your safety or makes your home unsafe. They also include the loss of:

    • Electricity
    • Gas supply
    • Heating or hot water during winter months
    • Water supply
    • Communal lighting

    To report an emergency repair, please call us on 01724 279900. We will ask you your name, address, check your contact details and take some information about the repair you need.

    Please be aware that if we attend an emergency appointment and it turns out not to be an emergency, we will have to recharge you the cost of the emergency call out. 

  • Changing repair appointments

    If you need to change your appointment please let us know through Live Chat or by calling 01724 279900. Our advisor will be happy to find you a more convenient time for your repair to take place.

    Please be aware that you must rearrange or let us know you need to cancel your appointment to avoid being recharged for the call out.

  • What is your responsibility?

    Our Ongo Maintenance Team is here to help should you need something repairing in your home.

    However, there are some things that we expect our tenants to do themselves. These include:

    • Replacing toilet seats
    • Replacing light bulbs
    • Replacing fencing between gardens
    • Replacing lost or stolen keys

    You can find out more here.

    We are the responsible for the majority of repairs to your home, including:

    • Repairing and replacing windows and external doors
    • All repairs to bricks and mortar
    • Bathroom and kitchen repairs 
    • Plumbing and drainage repairs
    • Structural repairs and roofing

    You can report a repair through your online account.

    Extra help on offer to you

    If you need help with any small jobs in your home and garden, including gutter cleaning or decorating, the Ongo Handy Van team can help. It provides a great service at discounted rates for all our tenants. Find out more here.

  • Lock replacement and repairs

    Ongo Locksmiths provide a 24 hour emergency call-out service for anyone who has lost their keys or needs their locks repaired or replaced.

    This service is available for tenants and private householders too. All our locks are of the highest standard for security and we offer very competitive prices. Get a quote here.

  • Replacing key fobs

    If you live in one of our flats, you may have a blue tear drop key fob to get into your building.

    If your key fob is faulty we will arrange for one of our caretakers to reset it for you.

    To arrange an appointment, contact us via Live Chat or on 01724 279900.  

    If you have any other type of key fob which has stopped working call us for advice.

    Please be aware we will charge £10 for a replacement key fob.

     

  • Checking your rent balance

    You can check your balance and pay your rent online by signing up for a online account.

    By having an account you can also keep track of your payments, report and check progress on any repairs you have reported, change your personal details and see who your housing officer is.

  • Ways to pay your rent

    You can pay your rent and check your rent balance online by signing up for an online account.

    If you haven’t already got an account you can set one up here.

    You can also pay your rent by:

    • Direct Debit 
      To set up a Direct Debit to pay your rent on the day you prefer call us on 01724 279900.

    • Rent Payment Card
      You can use your rent payment card to pay your rent at any Post Office or shop that shows the Pay Point sign. If you would like to order a Rent Payment Card get in touch through our Live Chat at the bottom of the page.

    • Credit or Debit Card
      If you would like to pay your rent with a credit or debit card you can do so by signing up to an online account.  Please note payments made on credit cards may incur a charge of 1.9% of the value paid.

    • allpay smartphone app
      Download the allpay app from your smartphone app store.

     

  • Help with arrears

    We are always here to help you so if you find yourself in arrears, for any reason, please don't ignore it.

    Please talk to us on Live Chat or call us on 01724 279900. We have lots of experience in helping people manage their debt and get back into credit.

    We will discuss and organise a suitable repayment plan with you, which is affordable and will help you reduce the debt until it is fully paid off.

    If you are experiencing financial difficulties we can also offer you help with budgeting, managing your debt and looking into benefits you might be entitled to.

    Please visit Paying Your Rent for more information. 

     

     

  • Payment cards

    You can use your Rent Payment Card to pay your rent at any Post Office or shop that shows the Pay Point sign.  

    If you would like to order a Rent Payment Card please request one by contacting us on Live Chat or calling 01724 279900.

  • Rent free weeks

    There are four weeks in the year that, providing you are not in arrears, you don’t pay rent. The dates for 2017 are:

    • 27 March 2017
    • 28 August 2017
    • 18 December 2017
    • 25 December 2017

    Paying by Direct Debit

    If you pay by monthly by Direct Debit you will benefit from rent-free weeks at different times to those detailed above. This will be at times when there are five weeks in a month.

    There is nothing for you to do. Your Direct Debit schedule is already set up to accommodate this.

  • Speak to a Housing Officer

    Our Housing Officers are out and about in their communities most of the working day. However, our Customer Advisors are fully trained to answer your questions and have access to details about your home.

    They are there to take your enquiries from 9am to 5pm Monday to Thursday and 9am to 4.30pm Friday.

    Of course, if you need to see your Housing Officer, they can make an appointment for you to, either at our offices or in your own home.

    Remember, you can see who your Housing Officer is by logging into your online account.

    Click on the orange box below to Live Chat to an advisor now.

  • How to get a home with Ongo

    All of our properties are advertised through Home Choice Lincs along with homes from Shoreline Housing Partnership, Longhurst and Havelok Homes and others. To register click here.

    To create an application you will need:

    • Your National Insurance number
    • Your address history for the last five years

    Once your application is made active you will be able to view the homes you are eligible for and bid for up to three each week.

    Find out about more about renting an Ongo home here.

  • What homes are available?

    We advertise all our available homes to rent through Home Choice Lincs. To be considered for one of our homes to rent you will need to create an account and complete an application form.

    Once completed, an assessment of your needs will take place. There are a set criteria for the types of properties available to each applicant.

    You can then go online each week to see which homes are available for you.

    If you think that you are not seeing the homes that you think you should be eligible for, please refer to the criteria guidance and ensure your application is up to date.

    Create or update your application here.

     

  • Updating your housing application

    If you have a housing application and your circumstances change, you need to update it immediately. This is so that you can make sure the homes available to you meet your needs.

    Update your housing application here.

  • Suspended housing application

    To find out why your account has been suspended you must log onto your Home Choice Lincs account and click on my messages. Common reasons for suspensions are:

    • Outstanding rent arrears
    • Former tenancy arrears
    • Housing related debt
    • Failure to attend viewings

    Please contact us via Live Chat or call us on 01724 279900 to discuss payment options if arrears are preventing you from applying for a new property.

    Your application can only be reinstated once the arrears have been paid in full.

    If you haven’t turned up to a viewing and didn’t let us know you wouldn’t be coming, your account will be suspended for a minimum of three months.

    For more information on suspensions please visit Home Choice Lincs here.

  • Making a complaint

    We know that, despite our very best efforts, sometimes things do go wrong.

    If you are unhappy about a service you have received you can raise a complaint.

    First of all, one of our Customer Advisors will contact you to see if they can put things right for you. If they can’t they will organise for your complaint to be investigated by one of our managers.

    You can tell us about your complaint by completing this form.

    Our Complaints Policy explains, in detail, how we will deal with your enquiry.

  • Reporting anti-social behaviour

    We know that some thoughtless behaviour can cause real misery and badly affect peoples' lives. We are here to help and advise you if you can't resolve the problem on your own.

    However, before you contact us we would ask that you try and address the issues. Sometimes just a talk with someone can make them realise how their behaviour is affecting others. In fact, sometimes people don’t actually realise they are causing a problem.

    If you need our help and advice, click here to find out what we can do.     

    If a crime has been committed, please report it to your local police force on their non-emergency number 101.

     

  • Media enquiries

    If you are a journalist or broadcaster and would like to contact the PR team, please email prdept@ongo.co.uk or call 01724 298639.

    Check out our latest news or follow us on Twitter @OngoUK and Facebook.

  • Not what you're looking for?

    If you can't find what you are looking for, post us a question here and an advisor will get back to you by the end of the day or click on the link to Live Chat. If still need to call us, our number is 01724 279900.

     

     

Choose a topic

We're here to help

Before you go reaching for the phone, we have developed our self help menu to answer your query online. All you need to do is choose a topic from the left hand menu, then choose a category and we will provide you with the answer. This is the simplest, quickest way to find the answer to your query. Of course, we realise sometimes you might need to talk to someone so if you can't find what you need online, why don't you try Live Chat, or you can call us on 01724 279900.

Choose a category

We're here to help

Choose a category that you need help with and we will point you to the correct pages of our website.

Click here if you claim Universal Credit

It is important you let us know so we can support you in paying your rent on time.

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