We are delighted to welcome you to your home!
To help you settle in, you’ll find some of the key information you need to know, on this page.
If you would prefer to receive this information in a printed format, please let us know by calling us on 0800 048 8955.
Making a payment
We have made it simple, easy and convenient for you to make a payment to Homes Plus, with a choice of ways to pay your rent.
You may want to register for our digital service – My Homes Plus – to pay and check your rent online, update your details and manage your tenancy conveniently, at a time that suits you.
Or you can make payments by telephone, PayPoint or Direct Debit.
Reporting a repair
Looking after your home is a partnership between Homes Plus and you. We are responsible for most – but not all – of the repairs that could be required during your tenancy.
If your home needs repair, and it’s our responsibility, you can report this to us online 24:7. However, you should always call us on 0800 048 8955 for emergency repairs.
Damp, mould and condensation
If you spot signs of damp or mould in your home or have any questions or concerns about damp or mould, please let us know.
Report damp or mould in your home by calling us on 0800 048 8955, by sending us a private message on Facebook or by completing our online form. We’ll arrange an inspection to identify the cause of any issues that you are experiencing and work together to make sure these are resolved as quickly as possible. See it, report it.
Help us keep you safe
As your landlord we have important legal duties and obligations which involve safeguarding you, your home and family.
By law, we must carry out safety checks and it’s an important condition of your tenancy that you give us access to your home to carry out these vital checks.
Visit the ‘My home safety’ area of our website to find out more about the different types of safety checks we carry out.
Employment and money advice
As well as being a trusted provider of affordable homes and care services, we’re here to do more for our customers, offering free and confidential services like employment and money advice as well as support and investment for our neighbourhoods.
If you are struggling with your bills or finding it hard to manage your household budget, please talk to us. Our expert advisors are here to help and are all ready to support you if you need to boost your job prospects.
DIY and home improvements
Before making any improvements, alterations or additions to your home it is essential that you obtain written permission from us, and any other approvals required, before any work is started.
Requests for permission to undertake improvements need to be made using the form on our website.
Improving your experience
We’re committed to improving the way we offer services and support to our customers.
That’s why we’re putting you at the heart of Homes Plus, by involving you in the way we shape our services, to make sure they are meaningful and effective.
You can share your views on our services by joining our Customer Partnership Panel (CPP) or Virtual Customer Panel (VCP), depending on the type of involvement that suits you best.
Click below to register your interest and we will be in touch to help you get involved.
Your views matter
We welcome your feedback to help us improve our services.
Sometimes things can go wrong and our services can fall short of your expectations but if this happens, we want to hear from you.
Our customer advocacy team will work with you to put right what has gone wrong, wherever possible. They will also make sure all necessary learning takes place and services are improved as a result of your complaint.
You can make a complaint in lots of ways. Visit our complaints page to see what’s easiest for you.
Contacting us
Our website
On this website you will find a range of information from money saving advice to handy ‘how to’ videos to help you deal with issues you may find around your home.
You will also find Chatticus, the Homes Plus chatbot. Chatticus can give instant answers to your questions 24/7, 365 days a year in seven different languages. Just click the icon in the bottom right-hand corner from any page of our website to get started.
For other ways to contact us including phone, email and in-person, or to complete an online form, please see our ‘contact us’ page.
Customer documents
On our website, you will find a dedicated area for customer documents. These include handy leaflets, your rent calendar, our latest customer newsletters, our policies and procedures and more.
We’ve included some of the key documents you may need, below, but you can visit our customer documents page to see more at any time.
Plus, you can access our website and customer documents in almost 100 different languages! ReachDeck is a toolbar available on our websites and can help if you struggle with reading, have a visual impairment or prefer to read in your own language. Just click the ‘speak’ icon from any page of our website to launch the toolbar.
