Frequently Asked Questions
How do I qualify for an account?
You simply need to be a current Lewisham Homes tenant or Leaseholder.
What do I need to register?
You will need to enter your account Reference Number and address, you’ll also need to have an email account.
I don’t have internet access at home. Is there anywhere nearby I can get online?
There are lots of places across Lewisham that offer free internet access and support getting online. Find your nearest venue here.
How many accounts can be set up per tenancy?
Where there’s a joint tenancy, both tenants can have an account but must register separately and have different email addresses.
What happens if my details are not validated when I try and register?
Please double check you’re entering all details correctly. If the issue persists, please contact us on 0800 028 2 028 or email@example.com.
I haven’t received my verification email or my change password email
Please check that you entered your email address correctly and please check that the email has not been sent to your junk mail folder. (Emails are usually received within a few minutes of registering, but can sometimes take a little longer).
Where can I find my account number?
Most rent or service charge letters will have your account number. It can also be found on your rent statements and any rent or service charge payment cards you’ve received from us. If you don’t have any of these, please contact us on 0800 028 2 028 or firstname.lastname@example.org.
What do I do if I have forgotten my password or need to change my password?
Click on the Reset Password button and this will send you an email allowing you to reset your password. (You will need to enter the email address you registered with).
My details are not correct on the portal, what do I do?
This could be due to us holding the wrong information for you, or a problem with the website. If your surname, email address, or phone numbers have changed please use the update my details page to input the correct information.
The repairs log is not displaying a repair I expected to see.
The repairs log shows repairs orders logged for your tenancy. It will not show repairs calls that did not result in Lewisham Homes raising a repairs order. It also does not currently show repairs done previous to your tenancy. (It can take up to 48 hours for changes to be displayed on the portal).
I cannot see communal repairs for my block?
Currently, communal repairs are not displayed for tenants.
Why are dates missing from my repairs history?
Appointment dates are only shown when work is carried out by Lewisham Homes. If the work is carried out by external contractors the dates are not held by Lewisham Homes.
Why are my account balances incorrect?
The rent, service charge, major works and court charges are updated daily, however, there may be some transactions still outstanding. Please wait up to 48 hours for all transactions to be displayed. Payments made through PAyPoint or the Post Office may take longer to appear.
If you are concerned you can contact us on 0800 028 2 028 or email@example.com.
Are transactions relating to my previous tenancy displayed?
Only rent transactions relating to your current home are shown on the portal. If you have a query relating to your former tenancy please contact Lewisham Homes via email or phone.
How far back do rent or service charge transactions go?
One year for tenants & two years for leaseholders
How do I make a suggestion about how to improve the site?
Please email any improvement suggestions to firstname.lastname@example.org