Have a question? Login to your account and make an enquiry

QUICK HELP

Here you will find answers to common questions. If you can’t find the answer you are looking for, login into your account and contact us through the ‘My Enquiries’ section.

In your Tenants Online Account you will find:
  • Details of your rent account, including the payments you make
  • Manage your rent account and pay your rent
  • Make and manage enquiries
  • Report a Repair (from autumn 2018 you will be able to schedule the repair)
You can make rental payments by logging into your account and going to the ‘Make a Payment’ section or by calling ‘0303 3030003’ and selecting ‘Option 1’
If you don’t already have an account, its very simple to create one. Click ‘here’ to find out more.
You can let us know there is a problem with your home from the ‘Report a Repair’ section of your Tenants Online Account or going to the ‘Contact Us’ page.
For emergencies, such as a severe water leak, outside of normal working hours please call 0303 303 0003 for our ‘Out of Hours’ Emergency Repair Services.
For more information about our repair service click ‘here’
From autumn 2018 you will not only be able to report the problem with your home, but also book the time and date our operative will visit you to carryout at that repair. Along with this, you will be able to manage any existing booked repairs, see repairs scheduled in for any communal areas and provide us with pictures and videos of the problem.
If you can’t find what you need in your Tenants Online Account or these FAQ’s, go to the ‘My Enquiries’ section and let us know.
Alternatively if you need to speak to us urgently, please go to the ‘Contact Us’ page where you will find ways to contact our Customer Service Team
You can you see your account balance, along with the payments we have received towards your rent in the ‘Statement’ section of your Tenants Online Account.
If you have a query about the balance or any of the payments please contact us through ‘My Enquires’ or if you would prefer to speak to someone, our Customer Services Team on 0303 303 003
Unfortunately at the moment you can’t set up a Direct Debit through your Tenants Online Account, but we hope to be able to provide this soon.
To set up a Direct Debit please call our Customer Services Team on 0303 303 003 and select Option 5.
Direct Debits can be set up for any day of the month to cover all or some of your rent.
Unfortunately at the moment you can’t amend your  Direct Debit through your Tenants Online Account, but we hope to be able to provide this soon.
To amend an existing Direct Debit please call our Customer Services Team on 0303 303 003 and select Option 5.

To register for an account please click ‘here’ You will need your tenancy ID, Date of Birth and Postcode to be able to register.

ACCOUNT HELP

Not a problem, click on the Retrieve my password’ on the Tenants Online Portal and your password will be sent to the email address you have linked to your account
Your username is your Tenancy Number. You can find this on any statement or letter we have sent you.
If you can’t find a statement or letter, not to worry, contact our Customer Service Team on 0303 303 0003 and they’ll be happy to provide this to you.
If you are having any issues logging into your account, please contact us via the ‘Contact Us Page’ and one of our team will look into this for you.
Currently only your email address, telephone and mobile numbers can be amended through your Tenants Online Account. If you need to amend any other details please go to the ‘My Enquires’ section and let us know what needs changing.

YOUR CARE

We understand that from time to time you may have financial difficulties which mean you are having difficulty in paying your rent.
To find out more about how we can help you click ‘here’
You can contact us via the ‘My Enquiries’ section of your account, after you’ve logged in or contact us on 0303 303 0003 during office hours. For more information our approach to  Anti-social Behaviour click ‘here’
We understand that sometimes you need a little help managing your tenancy or want some advice on things such as:
  • Money Management
  • Welfare benefits
  • Loan sharks
  • Training and employment
Our Tenancy Support Team can help with a wide range of things. To find out more click ‘here’
To contact the Tenancy Support Team visit the  ‘My Enquires’ section of your account or the ‘Contact Us’ section above.