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We're making some improvements to our services and systems, including enhancements to your online account. This will make it easier to manage your home, with a better payment experience and more things you can do online.
To make these improvements possible, some services will be temporarily unavailable or provided in a different way between Thursday 12 November and Monday 23 November.
Our teams will still be here to help. While some services will work a little differently, please be assured we'll do everything we can to minimise disruption and keep things running smoothly.
How to get in touch
Call us on 0800 652 0898. This will be the main way to reach us while we're carrying out these improvements.
From 4pm Thursday 12 November to Monday 23 November:
From Friday 13 November to Monday 23 November:
If you find it difficult to call us, you can use Careium’s text service at any time between Friday 13 November and Monday 23 November. Information on how to use this service can be found on the accessibility page of our website.
Repairs and maintenance
From Friday 13 November to Monday 23 November, you’ll only be able to report emergency and urgent repairs. For non-urgent repairs or home improvements, please contact us from the week beginning Monday 23 November.
Appointments booked before Friday 13 November, such as repairs and gas servicing, will still go ahead as normal. If any of your appointments are affected, we'll contact you directly.
The usual text and email reminders won't be sent during this time, so if you don't hear from us, please assume your appointment is still going ahead as planned.
Online account
Your online account will be unavailable from 4pm Thursday 12 November to Monday 23 November. During this time, you won't be able to register for or log in to your account.
If you usually pay your rent through your online account, you can find other ways to pay below.
When the online account is available again, it may take a little longer for recent payments and charges to appear. We expect all account balances to be up to date by Friday 4 December.
Paying your rent
If you usually pay by Direct Debit, Housing Benefit, Universal Credit direct payment, standing order, bank transfer, PayPoint or the Post Office, you don't need to do anything differently and can continue paying as normal.
From 4pm Thursday 12 November to Monday 23 November, you won't be able to make payments through your online account.
Instead, you can make a payment using our telephone payment line on 0800 652 0898. Please have your tenancy reference number ready when you call.
Or, you can pay by bank transfer:
Please make sure you use your tenancy reference number as the payment reference so we can apply your payment to the correct account.
From Friday 13 November, your account balance may not be up to date. Any payments you make, or charges added to your account, will take longer to appear. We're aiming for all account balances to be up to date by Friday 4 December.
Keeping you informed
We'll post regular updates on our website, so you know what's happening and when services return to normal. Our contact us page will have the latest information on how to access our services and get in touch.
Thank you for your patience and understanding while we make these improvements.