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Self service portal FAQs

  • How do I register?

    It’s simple! Click to access our portal and you will be directed to the registration page. Make sure you have your email address to hand as you will need it to create your account. Your username/password confirmation will be emailed to you once you have registered your details.

  • I’ve forgotten my password- how do I reset it?

    You can click the ‘I’ve forgotten my password’ link which will take you to the re-set screen. Alternatively, please call our Contact Centre on 0300 373 3000 and one of our advisors will be happy to re-set your password. 

  • How many attempts do I get to log in before I get locked out?

    You have five log-in attempts before the system locks you out. If you exceed this number, your account will need to be unlocked by one of our advisors. Please call our Contact Centre on 0300 373 3000 and we will be happy to help.

  • I’ve locked my account- help!

    Please call our Contact Centre on 0300 373 3000 and one of our advisors will re-set your password.

  • The portal is saying it is unavailable right now, what does this mean?

    If you are seeing this message it means the portal is temporarily down for maintenance. Please allow 24 hours before trying again.

  • Will the portal work with my internet browser?

    The portal currently supports Internet Explorer 11, and the latest non-beta versions of Firefox, Chrome and Safari.
    You can also use older versions, but it is possible that some functionality and styling may be limited.
    We do not currently support Microsoft Edge.

  • What if my repair is an emergency?

    If your repair is an emergency, please phone us on 0300 373 3000 to arrange an emergency repair.
    Please note: An emergency repair is where there is a risk to your health or safety, or your home is not secure.

  • What happens with my repair once I have submitted it?

    Our customer service team will be in touch with you shortly. We aim to respond within 24 hours.

  • Can I view a repair to my building?

    Yes, you can view the status of all communal repairs to your building.

  • What happens if I miss the call to book my repair?

    Customer services will contact you a maximum of three times, either by email or via phone. If after that time we’re unable to get hold of you, we will close your request and if still needed, you will have to log another repair.

  • I have lost my rent payment card – how do I get a replacement?

    Call us on 0300 373 3000 and we will order you a replacement. Replacements take around five days to arrive in the post. You can use a debit or credit card to pay over the phone until your replacement card arrives.

  • Where can I find my 19 digit reference number?

    You can find your reference number on the front of your rent payment card. If you do not have a payment card please call us on 0300 373 3000 to request one.

  • What does gross rent mean?

    Gross rent is the regular rent charge you pay for your property. Depending on how you pay your rent, this can be a weekly or monthly charge.