Frequently asked questions

Here are some answers to some questions that are often asked by our residents.

Questions about getting in touch

What times are the offices open?

The reception areas at our neighbourhood offices are open Monday to Friday, 9.30am – 4.30pm. 

View our office locations. 

Can I ring any time if it is an emergency?

Yes. You can call 0344 736 0066 any time, 24 hours a day.

If you smell gas, you must also contact National Grid on 0800 111 999 immediately.  This line is available 24/7.  

In the event of a fire, call 999 immediately. 

I have a loss of heating, an uncontainable water leak or loss of power. 

Which is the fastest way to get a response?

If you need an urgent response, you must call us on 0344 736 0066 for emergencies. This line is available 24 hours a day, 7 days a week.

We can’t guarantee how long you’ll wait on our phone line, so for general enquiries, it’s better to contact us by email, web chat, or through the My Regenda Homes customer portal. That way, you won’t have to wait in the phone queue.

However, we know that sometimes you just need to speak to someone, and we try our best to answer all calls as fast as we can. 

When is Web Chat available?

Our Web Chat is available Monday to Friday, 9.30am - 3.30pm. You can contact us here for general enquiries and updates. For emergencies, please call 0344 736 0066. 

How do I update my contact details

You can update your contact details online any time via our secure My Regenda Homes portal, by Web Chat, and by email. 

You can also call us however the other options will be the fastest way to do change your details without waiting in the phone queue.  

How do I make a complaint or share a feedback?

You can contact us through all of the contact methods above to make a complaint, give general feedback or share a compliment. Feel free to get in touch whichever way suits you best.  

 

Find out more on our Feedback and Complaints page.

How do I register for the My Regenda Homes portal?

Visit My Regenda Homes to log in or register for an account. 

How can I report a repair or anti-social behaviour, without talking on the phone?

You can report a repair or anti-social behaviour by logging in to the My Regenda Homes portal or using this online form. You can also contact us by email or Web Chat. 

Questions about my rent

How much is my rent balance?

You can check your rent balance through the My Regenda Homes portal or by calling our Customer Service team on  0344 736 0066 .

How can I pay my rent?

You can pay your rent in lots of different ways: 

  • By direct debit 

  • Standing Order 

  • Over the phone with a payment card 

Visit our Pay your rent page for more details.

Can I have a copy of my rent statement?

Yes. You can view your rent statement by signing up to our secure My Regenda Homes portal. You can also call our Customer Service team on 0344 736 0066.

Questions about repairs

Do I need to call to log a repair?

No, you can log a non-urgent repair at any time via our secure My Regenda Homes portal, where you can report, manage and track your repairs 24 hours a day. You can also report a general repair using Web Chat or email as well as on the phone.  

For emergencies and urgent repairs, you need to call us on 0344 736 0066. This line is available 24 hours a day, 7 days a week. 

 

What is an emergency repair?

An emergency repair is an issue that could result in immediate risk of harm. We will complete emergency works in 24 hours.    

This can include:  

  • A gas leak (you must also contact National Grid immediately on 0800 111 999)  
  • A broken boiler   
  • Loss of water   
  • An significant leak   
  • Damp and mould that affects your ability to breathe   
  • Electricals in contact with water

Call us on 0344 736 0066 right away.  

When will I be getting improvements to my home, such as a new kitchen or bathroom?

If we’re planning improvements in your area, we’ll send you a letter. We plan work one year ahead and will let you know when your home is included.

Other FAQs

Can I have help with gardening?

No, we only look after gardens that are shared spaces (communal). It is your responsibility to manage your garden or to arrange for support with this.

Do you arrange for skips in local areas for rubbish to be collected?

Yes, we arrange skips once a year and will let you know when this is happening.