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Frequently Asked Questions
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<div data-wrapper="true" dir="ltr" style=""> <div style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 14px"> General </div> <hr> <div style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 14px"> <div class="panel panel-default"> <div class="panel-heading" id="headingOne"> <div class="article-section-header"> <a href="#collapseOne" data-parent="#accordion" data-toggle="collapse">What happens if I forget my password?</a> </div> </div> <div class="panel-collapse collapse" id="collapseOne"> <div class="panel-body"> <div class="article-text"> If you forget your password, simply click on the ‘Forgot your password?’ link on our login and register page. You will be asked to confirm your email address you used to login to your account. We will then send you a password reset email. </div> <div class="article-text"> <div class="article-text"> </div> <div class="article-text"> After 5 failed attempts of entering your password, your account will be locked. You will need to wait 10 minutes before trying again or changing your password. </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingTwo"> <div class="article-section-header"> <a href="#collapseTwo" data-parent="#accordion" data-toggle="collapse">Can I register on behalf of someone else?</a> </div> </div> <div class="panel-collapse collapse" id="collapseTwo"> <div class="panel-body"> <div class="article-text"> You can, but please do so only if you have their full permission or Power of Attorney and are acting on their behalf, with their full knowledge. </div> </div> </div> <hr> <div class="panel-heading" id="headingThree"> <div class="article-section-header"> <a href="#collapseThree" data-parent="#accordion" data-toggle="collapse">Do I have the same password as my partner if we are joint tenants?</a> </div> </div> <div class="panel-collapse collapse" id="collapseThree"> <div class="panel-body"> <div class="article-text"> No. If you are a joint tenant you can both register in your own names using your own e-mail addresses. You can then set your own individual passwords. </div> </div> </div> <hr> <div class="panel-heading" id="headingFour"> <div class="article-section-header"> <a href="#collapseFour" data-parent="#accordion" data-toggle="collapse">How do I change my password?</a> </div> </div> <div class="panel-collapse collapse" id="collapseFour"> <div class="panel-body"> <div class="article-text"> You need to be logged in to change your password. Click on your account name, then click on ‘Profile’. You will then be taken to your Profile page where you can click on ‘Change Password’. You will need to enter your old password and then you will be able to enter and confirm a new one. Remember your new password must be at least 12 characters long and contain at least one capital letter. Your new passwords must contain characters from at least three of the following four classes; uppercase, lowercase, digit and non-alphanumerical (e.g. i.e. @, #, ! etc…) </div> </div> </div> <hr> <div class="panel-heading" id="headingFive"> <div class="article-section-header"> <a href="#collapseFive" data-parent="#accordion" data-toggle="collapse">What happens when I give feedback?</a> </div> </div> <div class="panel-collapse collapse" id="collapseFive"> <div class="panel-body"> <div class="article-text"> You can give us feedback on any of our services or your customer experiences.<br> <br> You can also tell us if we have done something wrong or something particularly good.<br> <br> Your feedback will be logged with our teams and they will respond to you within our service standard timescales. </div> </div> </div> <hr> <div class="panel-heading" id="headingSix"> <div class="article-section-header"> <a href="#collapseSix" data-parent="#accordion" data-toggle="collapse">Where can I find my tenancy reference number?</a> </div> </div> <div class="panel-collapse collapse" id="collapseSix"> <div class="panel-body"> <div class="article-text"> After you have moved into your property any correspondence, such as rent letters, you receive from us will show your tenancy reference.<br> </div> </div> </div> </div> </div> <hr style="background-color: rgba(204, 240, 252, 1); height: 5px; margin-left: 20%; width: 60%"> <div style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 14px"> *New* - Book a Repair pilot service </div> <hr> <div style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 14px"> <div class="panel panel-default"> <div class="panel-heading" id="headingSeven"> <div class="article-section-header"> <a href="#collapseSeven" data-parent="#accordion2" data-toggle="collapse">Can anyone book a repair online?</a> </div> </div> <div class="panel-collapse collapse" id="collapseSeven"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Not yet.</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">The </span><b><span style="line-height: 107%">pilot stage</span></b><span style="line-height: 107%"> of the online repair booking service is only available to:</span></span> </div> <ul style="list-style-position: inside"> <li style="list-style-position: inside; margin-bottom: 11px"> <a><span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><b><span style="line-height: 107%">Customers who rent a home from us</span></b></span></a><span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><b><span style="line-height: 107%">, excluding supported living or specific properties.</span></b></span> </li> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">And who already have an account on </span><b><span style="line-height: 107%">Your Platform</span></b></span> </li> </ul> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Customers </span><b><span style="line-height: 107%">excluded</span></b><span style="line-height: 107%"> from the pilot at this time include:</span></span> </div> <ul style="list-style-position: inside"> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><b><span style="line-height: 107%">Leaseholders</span></b><span style="line-height: 107%">, </span><b><span style="line-height: 107%">Shared Owners</span></b><span style="line-height: 107%">, </span><b><span style="line-height: 107%">Market Rent</span></b><span style="line-height: 107%">, and </span><b><span style="line-height: 107%">Commercial leaseholders</span></b></span> </li> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><b><span style="line-height: 107%">Supported living arrangements</span></b><span style="line-height: 107%"> of any kind</span></span> </li> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Specific properties such as:</span> <b><span style="line-height: 107%">Heyford Park</span></b><span style="line-height: 107%">, </span><b><span style="line-height: 107%">Greenland’s</span></b><span style="line-height: 107%">, </span><b><span style="line-height: 107%">De Montfort House</span></b><span style="line-height: 107%">, </span><b><span style="line-height: 107%">Elizabeth House (Leicester)</span></b><span style="line-height: 107%">, </span><b><span style="line-height: 107%">Jarrom Court</span></b><span style="line-height: 107%">, and </span><b><span style="line-height: 107%">Pelham Way</span></b></span> </li> </ul> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">These tenancy types and locations may have different repair responsibilities, which is why they aren’t currently part of the pilot.</span></span> </div> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">We’ll keep reviewing who’s included as the service develops.</span></span> </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingEight"> <div class="article-section-header"> <a href="#collapseEight" data-parent="#accordion2" data-toggle="collapse">Will I be able to see the repairs I've reported in the past?</a> </div> </div> <div class="panel-collapse collapse" id="collapseEight"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Yes – you’ll be able to see much more detail now!</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">We’ve improved the </span><b><span style="line-height: 107%">repairs history table</span></b><span style="line-height: 107%"> on our self-service portal so you can view:</span></span> </div> <ul style="list-style-position: inside"> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">All repairs you’ve reported – even if they were booked through other methods (not just online)</span></span> </li> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Key details like appointment dates, and reference numbers if you need to follow something up with us. </span></span> </li> </ul> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">This enhanced view will be </span><b><span style="line-height: 107%">rolled out to all customers</span></b><span style="line-height: 107%">, not just those involved in the pilot, so you’ll always have a clearer picture of your repair history.</span></span> </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingNine"> <div class="article-section-header"> <a href="#collapseNine" data-parent="#accordion2" data-toggle="collapse">What repairs can I book online?</a> </div> </div> <div class="panel-collapse collapse" id="collapseNine"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">You can book a wide range of </span><b><span style="line-height: 107%">routine home repairs</span></b><span style="line-height: 107%"> quickly and easily through our online repair booking system. In fact, there are </span><b><span style="line-height: 107%">over 50 different types of repair jobs</span></b><span style="line-height: 107%"> you can request online!</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">These include repairs in all rooms of your home such as:</span></span> </div> <ul style="list-style-position: inside"> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Simple carpentry, electrical and plumbing repairs e.g. lights, sockets, tap, toilet, bath, showers, windows and doors.</span></span> </li> </ul> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">This enhanced view will be </span><b><span style="line-height: 107%">rolled out to all customers</span></b><span style="line-height: 107%">, not just those involved in the pilot, so you’ll always have a clearer picture of your repair history.</span></span> </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingTen"> <div class="article-section-header"> <a href="#collapseTen" data-parent="#accordion2" data-toggle="collapse">Can I book an emergency online</a> </div> </div> <div class="panel-collapse collapse" id="collapseTen"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">No, emergency repairs </span><b><span style="line-height: 107%">cannot be booked through the online portal.</span></b></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">We are currently in the </span><b><span style="line-height: 107%">pilot stage</span></b><span style="line-height: 107%">, and if you need to report an emergency repair, please call us directly on </span><b><span style="line-height: 107%">0333 200 7304</span></b><span style="line-height: 107%">. We're available </span><b><span style="line-height: 107%">24/7</span></b><span style="line-height: 107%"> to help with urgent issues that can’t wait.</span></span> </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingEleven"> <div class="article-section-header"> <a href="#collapseEleven" data-parent="#accordion2" data-toggle="collapse">Can I change or request to cancel my repair appointment?</a> </div> </div> <div class="panel-collapse collapse" id="collapseEleven"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Yes, you can!</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">If you've booked your repair through our new </span><b><span style="line-height: 107%">online repair reporting system</span></b><span style="line-height: 107%">, you can:</span></span> </div> <ul style="list-style-position: inside"> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><b><span style="line-height: 107%">Reschedule</span></b><span style="line-height: 107%"> your apppointment.</span></span> </li> <li style="list-style-position: inside; margin-bottom: 11px"> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Or </span><b><span style="line-height: 107%">request to cancel</span></b><span style="line-height: 107%"> it...as long as it's </span><b><span style="line-height: 107%">at least 24 hours before</span></b><span style="line-height: 107%"> the scheduled time.</span></span> </li> </ul> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Just log into the portal, go to your repair history table, and follow the steps to make your request. If you’re within 24 hours of your appointment, please contact us directly so we can help you.</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Click below for a link to our guide:</span></span><br> <a href="https://your.platformhg.com/changerepairappt.pdf"><span style="color: rgba(0, 102, 204, 1); font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Rearrange or cancel repair.</span></span></a> </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingTwelve"> <div class="article-section-header"> <a href="#collapseTwelve" data-parent="#accordion2" data-toggle="collapse">Can I book a repair for a communal area?</a> </div> </div> <div class="panel-collapse collapse" id="collapseTwelve"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Not at the moment.</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">As this is a </span><b><span style="line-height: 107%">pilot phase</span></b><span style="line-height: 107%">, the online repair booking system is currently limited to </span><b><span style="line-height: 107%">routine repairs inside your home</span></b><span style="line-height: 107%"> only.</span></span><br> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">We're starting with individual property repairs to make sure the process works smoothly before looking at communal areas in the future.</span></span> </div> </div> </div> </div> <hr> <div class="panel-heading" id="headingThirteen"> <div class="article-section-header"> <a href="#collapseThirteen" data-parent="#accordion2" data-toggle="collapse">How do I book a repair appointment online?</a> </div> </div> <div class="panel-collapse collapse" id="collapseThirteen"> <div class="panel-body"> <div class="article-text"> <div> <span style="font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Click the link below to view our user guides</span></span><br> <a href="https://your.platformhg.com/bookrepairappt.pdf"><span style="color: rgba(0, 102, 204, 1); font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Book a repair guide</span></span></a><br> <a href="https://your.platformhg.com/changerepairappt.pdf"><span style="color: rgba(0, 102, 204, 1); font-family: "Segoe UI", "Helvetica Neue", sans-serif; font-size: 16px"><span style="line-height: 107%">Rearrange or cancel repair.</span></span></a> </div> </div> </div> </div> </div> </div> </div>
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