Housing System Upgrade

We are carrying out essential improvements and upgrades to our housing systems between Friday 6 November and Wednesday 11 November 2026. The system is expected to be fully available again on Thursday 12 November 2026.

This upgrade is an important step in preparing our systems for future improvements, helping us deliver better and more efficient housing services for residents.

While there will be no immediate visible changes, some housing services will be temporarily unavailable during this period.

How services will be affected

Housing Online and housing accounts

You will not be able to:

• Access your housing account online.
• Access or submit information about your housing application online.
• View or bid for available properties. Property adverts and bidding will resume on 12 November 2026.
• Report routine repairs online.

Repairs

Only urgent and emergency repairs will be accepted during this period.

To report an emergency repair:

• Monday to Friday, 9am to 5pm: call 01438 242666
• Out of hours (evenings, weekends and bank holidays): call 01438 314963

Rent payments

You can continue to make payments to your rent account as normal. However:

• Account balances will not be updated during the upgrade period.
• You will not be able to view an up-to-date balance online.
• Payment confirmations may not appear until services are restored.

Garages

You will not be able to:

• Bid on available garages.
• Access your garage account online.
• View your garage rent balance.

Garage payments can still be made during this period, but balances will not be updated until systems are restored.

Leaseholders

During the upgrade period we will be unable to:

• Answer detailed queries about leasehold accounts.
• Provide up-to-date account balances.
• Confirm leasehold payments received.
• Set up new leasehold accounts.
• Provide completion statements to solicitors.
• Process some major works payment information.

Housing Options and Homelessness

This service is expected to experience little disruption because it uses a different system. However, there may be some delays where information about current or previous tenancies is required.

Delays to enquiries and applications

Housing staff will have limited access to housing information while the upgrade is taking place. As a result, there may be delays in:

• Responding to enquiries.
• Processing housing applications.
• Dealing with requests and account-related queries.

Help and information

Our Customer Service team is likely to be exceptionally busy during and shortly after the upgrade period.

Where possible, please use our website for information and updates, and check regularly for confirmation that services have been fully restored. This will help you avoid unnecessary delays when contacting us.

Thank you for your patience

We understand that this temporary disruption may be inconvenient and apologise for any delays or difficulties it may cause.

Thank you for your patience and understanding while we carry out this important work. These upgrades are an important investment in improving our housing services and delivering a better experience for residents in the future.