How to report repairs and get the right support for your home | Tenant news

Keeping your home safe and well-maintained is important, which is why we’ve made it easy for you to report and track your repairs through our online customer portal, My Habinteg.

Available 24 hours a day, seven days a week, the portal allows you to report repairs, check progress and receive updates at a time that suits you.

Reporting a repair

To report a repair, log in to the My Habinteg portal or create an account if you don’t have one yet, it’ll only take a few minutes. You’ll then be able to select the type of repair you need and provide details about the problem.

Try to include as much information as possible, such as what is happening and how long it’s been going on. This helps us understand the type of repair needed and arrange the right support.

Once submitted, your repair will be logged and you’ll receive a reference number. You can use this to check the progress of your repair whenever you need to.

Repair timescales

The time it takes to complete a repair depends on how urgent it is.

Urgent repairs are usually attended within five working days. These can include issues such as a loss of hot water, loss of heating or minor leaks.

Routine repairs are usually completed within 20 working days. Examples include faulty sockets, partial heating loss and repairs to internal fixtures.

My Habinteg can only be used to report urgent and routine repairs.

Emergency repairs should not be reported through My Habinteg. For emergencies, contact Habinteg Direct on 0300 365 3100 or email direct@habinteg.org.uk during office hours. We’ll make the issue safe within 24 hours and arrange any further work needed.

Examples of emergency repairs include:

• A total loss of electricity (unless there is a local power cut)
• Severe flooding
• Burst pipes
• No heating during very cold weather.

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Habinteg CEO Martin Warhurst said: "We know repairs are one of the services that matter most to our tenants, and improving this service remains one of our top priorities. We're continuing to speed up response times, strengthen communication and make it easier for tenants to report repairs, using tenant feedback to help shape these improvements."

Local contractors

Habinteg works with local contractors – and in the North has two Habinteg-employed Repairs and Maintenance Technicians - to carry out repairs for tenants’ homes in that region. You can find details of your local contractor on our website.

When an engineer or technician visits, they should show identification before entering your home and explain the work they’re there to help with.

They may ask a few questions to better understand the issue and make sure the right repair is carried out. If any additional parts are needed, a follow-up visit may be arranged.

All repair work should be completed safely and professionally. Once the work is finished, you may be asked to sign a form or provide feedback about your experience.

Your feedback helps us monitor the quality of our repairs service and make sure contractors are meeting the standards we expect.

For more information, visit www.habinteg.org.uk/repairs or read our repairs guide.

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Have you signed up to the tenant portal, My Habinteg, yet? It’s quick and easy, and gives you access to a full breakdown of your service charges. Sign up now . And, if you'd like to receive the digital version of tenant newsletter Update, instead of the print version, please email comms@habinteg.org.uk and ask to be added to the mailing list.