We know you might have questions, so we’ve put together answers to the ones we’re asked most often to help you find what you need quickly.
Repairs
You can report a repair online using My Thirteen, by calling us on 0300 111 1000, or by visiting a Touchpoint store.
If you booked your repair in My Thirteen under My Repairs, you can change the booking here.
However, if you have an emergency repair we would always ask you to call our 0300 111 1000.
If you booked your repair through our Touchpoint team (over the phone or by email) then please call 0300 111 1000 or email customerservices@thirteengroup.co.uk to change your appointment date.
If you have a mobile telephone number registered with us, then you will have received a text message confirming and reminding you of your appointment details.
You will receive a text confirmation when booking an appointment,
Alternatively, log in to My Thirteen or call us on 0300 111 1000 or email us at customervices@thirteengroup.co.uk and we’ll confirm the date and time of your appointment.
Our responsibilities
We are responsible for repairs to the structure and exterior of your home and its outbuildings.
This includes things like:
- foundations, roofs, walls and external finishings
- outside doors, window frames, drains, gutters, external pipes, fencing, lighting, doors and stairways
- gas and electric services from your meter and water services
- baths, basins, sinks, toilets and communal areas within our properties.
We expect you to keep your home in a safe and clean condition. Gardens should also be kept neat and tidy.
Your responsibilities
You’re responsible for fixing any damage that has not been caused by fair wear and tear. Examples of repairs that tenants are responsible for include:
- renewing carpets and other flooring
- repairing blinds, curtains and rails
- fixing door bells
- repairing minor cracks in plaster
- bath plug and chain
- fixing damage caused by a visitor or a member of your household.
Damp and mould
We take reports of damp and mould extremely seriously, and we’re committed to keeping you safe in your home.
If an operative has already visited your home but the repair was not completed (for example if parts or materials needed ordering), where possible the operative will give you a new appointment whilst on site.
If this is not possible, you should receive an appointment confirming your follow up work within five days of the initial visit. If you have not received this, please call us on 0300 111 1000 to confirm your follow up appointment.
Housing services
You can pay your rent in a number of ways:
- Direct debit
- Standing order
- Pay online
- Payment by phone
- PayPoint payment card
- Payment app
You can find out your rent balance my visiting My Thirteen, make sure to refresh the page to get your latest balance. Alternatively, you can call us on 0300 111 1000.
If you don’t have an active My Thirteen account, you must have a valid email address and call the team on 0300 111 1000 to activate your account.
Yes It's so easy to pay your rent by setting up a Direct Debit.
The main benefit of Direct Debit is that once it’s set up, you don’t have to worry about your payments as your rent is automatically paid from your bank account.
You can set up Direct Debits for any frequency and any amount you choose. You could pay weekly, four-weekly, monthly, quarterly or annually on any day of the year.
During office hours, we can easily set up your Direct Debit over the phone, call 0300 111 1000.
We can also set up a reoccurring payment so you can pay your rent each week. Ask us for more details on how this could work for you.
You can request a refund on your rent by speaking directly to you housing co-ordinator or calling 0300 111 1000.
Yes – we offer support and advice.
We’re here to help. Contact us as soon as possible – we’ll work with you to find a solution.
Tenancy management
To report a problem with your neighbours you can:
- Complete our online ASB incident form
- use the Noise app
- visit one of our Touchpoint stores
- Call 0300 111 1000 and press option 4 for our ASB triage team
To report a problem with the condition of your property you can:
- visit My Thirteen and go to My Repairs
- email customerservices@thirteengroup.co.uk
- call us on 0300 111 1000
Let us know in writing or through My Thirteen.
Alternatively you can call us on 0300 111 1000 and the team will arrange for you to speak to your Housing Co-ordinator who will guide you through the process.
Yes – but some changes need permission. You may also be eligible for a decoration voucher. Ask your housing co-ordinator for more information.
Some homes allow pets, but you’ll need permission. Check your tenancy agreement or ask your housing co-ordinator.
Empty homes
Contact us through My Thirteen, call us or visit us in one of our Touchpoint stores.
Contact your local council.
Find your council.
Use My Thirteen or call us to report damage to an empty property.
My Thirteen
My Thirteen is a self-service portal where you can find your new home, pay your rent, book a repair and much more.
- Current customers need to call 0300 111 1000 to activate a My Thirteen account
- Already have a My Thirteen account? Sign in here
- New customers can register for an account.
Simply take a clear photograph of your documents on your phone and visit My Documents & Uploads in My Thirteen and click upload.
General FAQs
Visit one of our Touchpoint stores to talk to our team in person.
Find out more about our Touchpoint stores.
You can also find out where our mobile touchpoint is heading to speak to us.
Yes – you can swap your home with another tenant.
Find out more about mutual exchange.
Log in to MyThirteen or call us.
We offer help with money, benefits, domestic abuse, mental health and more.
If your home no longer meets your needs, we’re here to help.
You might need changes to your home – known as adaptations – or support to move somewhere more suitable. We’ll always consider requests for reasonable adjustments in line with the Equality and Diversity Act.
Your Local Authority is responsible for carrying out adaptations, but the process may vary depending on the agreement we have with them. Your Housing Services Co-ordinator can explain what applies in your area and guide you through the next steps.
Types of adaptations include:
Minor adaptations
These are small changes that can make a big difference, such as:
-
grab rails
-
lever taps
-
handrails at your front door
Major adaptations
These are larger changes, like:
-
installing ramps
-
widening doorways
-
fitting a level-access shower
An occupational therapist and technical officer will assess your needs and recommend suitable option .
Got a question?
If your question hasn't been answered above or you need more information, please get in touch.