My Account

• If your details aren’t recognised, your account may need approval before you can use it.
• Open the app or go to the website and select Register to Manage Your Home Online.
• Enter your surname, email address, mobile number, postcode and date of birth.
• Read the Terms & Conditions and Privacy Policy, then select Create Account.
• Check your email and select the verification link.
• Create your password and then log in.

• Open the app / website and select My Account.
• Enter your email address and password.
• Select Log In.

• On the login page, select Forgotten Your Password.
• Enter your email address and select Reset Password.
• Check your email and follow the link to create a new password.
• If you’re already logged in:

1. 1. Menu
   2. My Online Account
   3. Change Password.

• Go to:
  1. Menu
  2. My Online Account
  3. Personal Details
• Select Edit, make changes and save.

• Go to:
  1. Menu
  2. My Online Account
  3. Contact Preferences
• Switch your preferred contact methods on/off.
• Select Save Preferences.

Use this if you want someone else to speak to us on your behalf (for example, a family member or support worker).

• Go to:
  1. Menu
  2. My Online Account
  3. Third Party Authority
  4. Add Third Party
• Fill in the details and select Submit.

• Go to:
  1. Menu
  2. My Cases
• Switch between Open and Closed cases.
• Select a case to read updates and messages.

• Go to:
  1. Menu
  2. My Online Account
  3. My Data
• Read our Privacy Notice or select Download My Data and follow the steps.

If you turn this on, you may be asked to use your fingerprint/Face ID instead of typing your password.

• Go to:
  • Menu
  • My Online Account
  • Login Options
• Switch biometric login on or off.

• You’ll be asked to confirm your contact details.
• Repair notes are limited to 100 characters. (This box is for the repair only – extra work requests can’t be added here)
• Use My Account to book non‑emergency repairs.
• For emergencies, call us on 0300 111 0000.
• Select Book a Repair (home screen or Repairs tab).
• Choose Property or Block, then follow the on‑screen steps.
• Pick an appointment slot and select Book.

*Please note, to raise multiple same trade repairs, please call the Customer Hub on 0300 111 0000.

Go to:

1. Repairs
2. Who Is Responsible for Repairs? to view the guidance.

Tip: You can filter repairs by date or trade if needed.

• Go to Repairs to see upcoming and completed repairs.
• To change/cancel: select your future appointment then Manage My Appointment.
• You may not be able to change it if the operative is already on the way.

• Go to:

1. 1. Repairs
   2. Incomplete Repair Requests.

• Select the request to Continue or Delete it.

• Go to Payments.
• View your Rent Account Balance.
• Select View Statement to see transactions.

• You can pay a set amount or enter another amount.
• Go to Payments then Pay Your Rent.
• Choose an amount and follow the steps to pay by debit card.
• You will see a confirmation and reference number.

• Go to Payments then Set Up a Direct Debit.
• Enter your bank details and choose frequency and start date.
• Select Submit.

• Leaseholders can see and pay their service charges on the home page.
• Just login and your details will be there.

• Go to Payments then View Statement.
• Select Manage My Account → Email Me My Statement.
• Choose the date range and submit.

• Go to Payments then Documents and Letters.
• Select a letter to download.

• If your message is about an existing case, choose the option for an existing case so we can find it quickly.
• For complaints and feedback, you can choose Complaint, Praise or Suggestion and tell us what you’d like us to do to put things right.
• Go to Menu then Contact Us.
• Choose Complaints and Feedback or General Enquiries.
• Fill in the form and select Submit.

You can access a range of advice and support through the app, including:

• benefit support
• cost of living support
• Living Well support
• debt and independent advice
• domestic abuse support
• your current support cases

Open the menu and select Help and Support.

• Open the Menu and select Neighbourhood Issues.
• From there you can make a report, track your open reports and update case information.
• If it’s an emergency and someone is in immediate danger, call 999.