All you need to know about reporting and tracking repairs | Tenant news

We understand how important it is to have everything working at home, which is why we’ve made reporting repairs easy through our 24/7 online portal, My Habinteg.

If you’re not registered yet, setting up an account only takes a few minutes. Once signed in, you can report issues, track repairs, and receive updates anytime.

How it works

To report a repair, sign in or create an account on My Habinteg. Once you're logged in, select the type of repair you need and provide a few details about the issue.

The more information you give, the easier it is for us to send the right team to fix the problem.

Once you submit a repair, the system automatically logs it and generates a reference number which allows you to monitor the status of your repair at any time.

Our Customer Service Team reviews requests during office hours and aims to respond within two working days.

Response times

How quickly your repair is completed depends on its urgency.

Emergency repairs are our highest priority, and we’ll make them safe within 24 hours. They’ll then be repaired as urgent repairs.

Examples of emergency repairs include total loss of electricity (unless it’s a local power cut), severe flooding, burst pipes, and no heating in very cold weather.

Don’t report emergency repairs using the My Habinteg portal. If your repair is an emergency, please call Habinteg Direct, our Customer Services Team, on 0300 365 3100, or if it’s out of hours, call 0345 601 3389.

If you're unsure what category your repair falls into, check our repairs guide or contact our Customer Services Team.

Urgent repairs

Urgent repairs are attended to within five working days and include issues like no hot water, heating loss, and minor leaks.

Routine repairs

Routine repairs, such as faulty sockets, partial heating loss, or repairs to internal fixtures, are completed within 20 working days.

Note that urgent and routine repairs are the only types of repairs you can report via the My Habinteg portal.

Repairs you can do

While we are committed to providing a comprehensive repairs service, there are some repairs that tenants are responsible for.

They include:

• Replacing lightbulbs and fuses: if they blow, you’ll need to replace them.
• Minor plaster damage: small cracks or nail holes in walls.
• Toilet seats: replacement is your responsibility unless it's a specialist model.
• Leaking taps or overflows: minor leaks or internal plumbing issues.
• Washing machines or dishwashers: if you install them, ensure they’re properly plumbed in.
• Cleaning and descaling: routine cleaning of baths, sinks, and basins.
• Minor repairs to fixtures: Tasks like re-securing cupboard handles, locks, or door catches.
• Garden upkeep: maintaining the lawn, weeding, etc.
• Re-securing or replacing plugs: If a plug or chain is broken, you need to replace it.

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Have you signed up to the tenant portal, My Habinteg, yet? It’s quick and easy, you can access a breakdown of your service charges and there’s a monthly £50 shopping voucher winter prize draw for new users. 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.