How to report repairs through your tenant portal | Tenant news

If you need to report a repair, the easiest way to do that is via our tenant portal My Habinteg, which is available 24/7.

If you haven’t signed up yet, it’s quick and easy. With My Habinteg, you can submit repair requests, track progress, and receive updates at your convenience.

When you report a repair via the portal, the system records it instantly, and generates an order number, allowing you to track the status of your repair.

During office hours our Customer Service Team monitors requests made through the portal and we aim to respond within two working days.

How does it work?

Register (if you don’t have an account) or sign in. Select the type of repair you have, provide a few details, and submit your request. 

The more information you can give, the better as we’ll be able to send the right team to investigate the repair.

If you’re unsure which category your repair falls into, you can check our repairs guide or contact our Customer Services Team at Habinteg Direct on 0300 365 3100.

What can I report?

You can report:

-  Urgent repairs: These include no hot water, heating loss, or minor leaks. We’ll attend within five working days and make it safe or fix it if possible.

- Routine repairs: Things like faulty sockets, dripping overflows, or repairs to internal fixtures fall into this category. These will be completed within 20 working days.

If you have an emergency, like a total loss of power (unless there’s a local power cut), severe flooding, burst pipes, or no heating in very cold weather, you should report immediately by calling Habinteg Direct on 0300 365 3100 during office hours or 0345 601 3389 outside office hours. (Don’t report emergencies in the My Habinteg portal.)

We’ll arrange for a contractor to attend within 24 hours to make the situation safe and follow up with a full repair as soon as possible.

Quick checks

Before reporting a repair there are also a few things you can check yourself that might save time:

Power cuts: Check your fuse box (also called a consumer unit) to see if any switches have been "tripped." If you think a faulty appliance caused the issue, unplug it and reset the switch. If that doesn’t help, check your electricity meter or contact your supplier to see if there’s a power cut in your area.

Electrical sockets: If one of your sockets seems not to be working, try plugging the appliance into a different socket to check whether the issue is with the socket or the appliance itself.

Extractor fans: If your kitchen or bathroom extractor fan isn’t working, try cleaning it first. A build-up of grease or fluff can prevent the fan from operating correctly.

Toilet seats: Toilet seats are your responsibility unless you have a specialist model, which might be covered under your service charge. Replacement seats can be easily purchased from shops such as B&Q.

Lightbulbs: While lightbulbs are also your responsibility, we understand that some older or disabled tenants may need help changing them. If this applies to you, please call our Customer Services Team on 0300 365 3100.

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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.