Published: 24 January 2023
From: Housing
We have been working on a project to put in place a new housing management system, a system holding all the information we have about your tenancy and property, including information about your rent account and repairs. We are now ready to get it up and running.
To do this there needs to be a period of down time, and this will be from 31 January 2023 to 12 February 2023.
During this time we will have no access to our systems in some parts of the service.
The main areas affected are tenancy management and repairs.
We will be able to manage urgent or emergency requests for these teams but for anything else, we ask that you call back after 13 February 2023 or send us an email.
Sheltered Housing, Lifeline, Leasehold Management, and the Anti-Social Behaviour team will not be affected during this time and can be contacted as normal.
Contact us
Check below for the relevant contact information if you need to speak to us between 31 January and 12 February.
Housing management
Urgent or emergency enquiries include:
- Ending of tenancies
- New lettings where a date for a viewing has been set
- Decants from properties where you have moved to a temporary address
- Existing Mutual Exchange applications
- Assignments and Succession, including reporting the death of a tenant
- Urgent financial support
- Matters relating to court hearings
- Vulnerability, including domestic abuse
- Hostels
Telephone: 01293 438758
Repairs
Urgent or emergency repairs include:
- Loss of utilities
- No heating or hot water
- Burst pipes
- Water leaks including roof leaks
- Blocked drains or toilets
- Structural damage following severe weather, accident or fire
- Damp and mould
Telephone: 01293 438111
Please note, repairs reported before to 31 January 2023 will not be affected. Our contractors will carry on as normal so all pre-booked jobs will be unaffected. Our Surveyors will also continue to undertake pre-booked visits.
Our out of hours service also remains unaffected.
If you send tenancy management or the repairs team an email during this down time, it might take us until 24 February 2023 to respond. However, we will still be working and picking up enquiries and if we can respond sooner we will.
It is essential we have this down time so we can close our old system and get our new system up and running. We need to transfer information between systems, train staff and make sure everything is working as it should before we fully launch the new system and return our service to normal.
The new single system will replace the several different systems we use now, making our service more joined up and for you, our customers, a more seamless service from us.
Our new system will also allow us to develop a customer portal where you will be able to self-serve via myºù«ÍÞapp. This will allow you to do a number of things, including looking at your rent statement online, looking at what repairs you have logged and the status of those repairs.
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