System improvements and repairs service during holiday period

We are making a major upgrade to our Housing Service computer systems during the holiday period. While we switch to the new system, we are expecting some disruption. This will affect our repairs service and rent/service charge account access from 15 December.

We will be running an emergency-only repairs service from 15 December 2023 to 2 January 2024. Existing appointments will take place, but we will not be booking new appointments for routine repairs during this time. Residents can continue to report emergency and urgent health and safety related repairs via our usual freephone number, 0800 028 2028. This will be the same as our usual out-of-hours and weekend service. Find out what is considered a repairs emergency.

Residents will still have access to many services on the Resident portal. All non-emergency repair requests should be requested via the portal. These requests will be processed following the upgrade of our systems.

We will also continue to process direct debit payments and receive rent/service charge payments during this period, so you do not need to alter your payment schedule.

However, rent and service charge balances may not be accurate, as payments made after 14 December may not show on your accounts until 9 January.

The text message service for rent and service charge balance checks will be unavailable until further notice. When it is available, you will receive a notification by text of the new number to use.

During this period our response to complaints may be slower than usual.

This period of reduced service will allow us to complete a major upgrade to our housing management system. This is the computer program and database with which we manage most functions of the Housing Service. Upgrading our system is essential in our efforts to improve the way we manage our properties and support residents.

We apologise for any inconvenience.