Frequently asked questions

Yes, if you used the same email address for all your tenancies, all accounts would display in My Accounts, where you can see and download the transactions.

Simply click on Account Transactions by the selected account, apply transaction date and download.

Yes, you can. Go to My Accounts and click to make a payment for a selected account (if you have more than one i.e. flat and a garage). You will be redirected to our safe payment provider.

In My Accounts click on Account Transactions by the selected account (if you have more than one account i.e. flat and a garage). Apply transaction date and download.

To see the breakdown of your rent for the current year, go to your main account in My Accounts and scroll down to the Charges section.

Go to My Repairs on the dashboard and click on raise a repair. After redirection to our online repairs service, confirm you are a tenant and follow the steps.

Please email any improvement suggestions to housingenquiries@lewisham.gov.uk.

You can do it in My Details section. You will not be able to change your first and last name. If your name changes, please raise a new tenancy change requests in My Tenancy Changes section.

Yes, go to My Details section and scroll down to the question ‘Do you consider yourself disabled’. Select yes and provide details in the box below. Once you click submit, the information will get logged on our housing system, and the Housing Officer will contact you.

This could be due to us holding the wrong information for you. If your email address, or phone numbers have changed, you can update them in My Details on the portal. For a name change, please complete a relevant tenancy change form on the portal (My Tenancy Changes), or contact us on 0800 028 2028 or housingenquiries@lewisham.gov.uk.

The repairs log shows repairs jobs logged for your tenancy. It will not show repairs calls that did not result in Lewisham Council raising a repairs order. As soon as the repairs job is raised in our system, it will display on the portal.

This is where you can view any existing (open or closed) and raise any new antisocial behaviour or welfare concern cases (where you have reported being worried about someone’s welfare).

Raising a new case on the portal saves time as you no longer need to provide your name, contact and property details. The case will be logged on your account, and you can follow up using a case reference number.

My General Requests is a section where you can raise the following jobs:

• apply for a garage or tell us you want to vacate one

• give permission to someone else discuss your account on your behalf

• request a fob replacement

• request a payment card

• request to set up a direct debit

• request to set up an arrears arrangement (payment plan)

• tell us you are leaving (tenancy termination notice)

Simply open a new request, select the request type and fill in all mandatory fields, then submit.

My Mutual Exchanges is where you can request to swap homes and submit your application.

If you have done so before, it will display in My Mutual Exchanges as an open or closed request.

My Tenancy Changes is where you can request a change to your tenancy agreement should your circumstances change, such as:

• changing your name

• adding or removing occupants

• transferring your tenancy rights (tenancy assignment)

• adding a joint tenant (sole to joint tenancy)

   

If you have already done it before, it will display in My Tenancy Changes as an open or closed request.

Once you click on the link to the selected account under tenure type in My Accounts, you will be able to see the following sections:

• Documents & Bills (if you want to see any specific document there, please talk to your Housing or Income Officer)

• Account Details and Status

• Household Composition (who lives with you)

• Charges (breakdown of rent and service charges for the current year)

• Housing Benefits (if you receive one)

• Property Details

In My Accounts select your main account and scroll down to Property Details section – your income and housing officers are listed there.

The rent 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 2028 or housingenquiries@lewisham.gov.uk.