My Thirteen login

Welcome to your new home 

We’re really pleased to welcome you as a Thirteen customer. We hope you’ll be happy in your new home. 

We know you’ll be busy settling in, so we’ve put everything you need in one place to help you get started. 

Stay connected

My Thirteen 

My Thirteen is your online account. You can use it to manage your rent payments, report and track repairs and update your details. 

You can do all this anytime, day or night. 

Register for My Thirteen
  • emailing: customerservices@thirteengroup.co.uk
  • calling: 0300 111 1000 Monday to Friday: 8am–7pm, Saturday: 9am–3pm
  • visiting one of our Touchpoint stores

Your home

By signing your tenancy agreement, you’ve agreed to: 

  • pay your rent in full and on time 

  • be a good neighbour 

  • keep your home, garden and communal areas in good condition 

  • let us know if your circumstances change 

If you don’t stick to your tenancy agreement, we may take action – including ending your tenancy. But we’re here to help, so please talk to us if you’re struggling. 

You can pay your rent in different ways. If you get housing benefit or universal credit, it’s your responsibility to manage your claim and update your local authority with your new address. 

Find out how to pay your rent 

We’re responsible for some repairs, and you’re responsible for others – especially if damage isn’t caused by fair wear and tear. 

Find out what repairs we cover and how long they take.

You can report repairs on My Thirteen or call us on 0300 111 1000. 

Before you can use your gas and electricity, you’ll need to register the supply in your name. Use these free tools or call: 

  • Gas: Find your supplier or call 0870 608 1524 
  • Electricity: Find your supplier or call 0800 111 4005 

Once your accounts are set up, call us on 0300 111 1000 to book a gas safety check and reconnect your power. 

If you have prepayment meters, make sure there’s credit on them before your appointment – we won’t be able to reconnect without it. 

Please don’t set up your energy accounts until you’ve signed your tenancy agreement. 

We look after the building, but you’re responsible for your belongings. We recommend getting contents insurance and we’ve arranged some special offers for Thirteen customers. 

Find out about contents insurance

If you’ve moved into a new build, we’ve created a guide with tips and advice to help you settle in and look after your home. 

Read our New Build Home User Guide. 

Keeping you safe

Call Northern Gas Networks on 0800 111 999 (freephone) if you: 

  • smell gas 

  • think you have a leak 

  • are worried about carbon monoxide fumes 

We’ll contact you when your gas or electrical appliances are due for a service. It’s important someone is home for the appointment – but if you need to rearrange, just give us a call. 

Find out more about home safety appointments. 

We check hard-wired alarms during electrical safety checks. We also recommend you test them regularly yourself. 

If you live in a building with shared spaces, please read our fire safety guidance. 

Find out more about fire safety.

Help and support

We visit every year to service your gas appliances – there’s no cost to you. 

We also invest in our homes to meet modern standards. If your home is due for improvements, we’ll contact you with the plans. 

If you’re having trouble managing your money, please get in touch. We’re here to help. 

You’ll have support from a dedicated housing services co-ordinator or living well co-ordinator. They know your area well and visit regularly. 

They can help with: 

  • managing your rent 

  • answering questions about your home 

  • improving your neighbourhood 

Call us on 0300 111 1000 or use our search tool to find your co-ordinator. 

We want you to feel safe in your home and community. If you’re affected by ASB – anything that causes alarm, distress or harassment – please report it. 

We take ASB seriously and have a clear process to support you. 

Find out more about ASB and how to report it.

Get involved

We want to hear from you. By getting involved, you can help shape our services and make sure they meet your expectations. 

There are many ways to get involved with us, such as:  

  • becoming an involved customer  
  • having your say by registering on Your Voice, our online consultation platform 
  • applying for our community fund 
Find out how to get involved
A lady gardening with two young children

Got a question?

We hope you enjoy your time in your new home. Remember, please get in touch if you need us. We are here to help. 

Contact us