Frequently Asked Questions

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 5 days of the initial visit. If you have not received this, please call us on 0300 111 1000 to confirm your follow up appointment.

If you booked your repair in My Thirteen under My Repairs, you can change the booking here also. 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 don’t currently 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.

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 . Alternatively, you can visit My Thirteen and check your details under My Repairs or call 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.

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.

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.
   

Read about repairs by visiting Repairs to your home.

You can pay your rent in a number of ways:

• Direct debit
• Standing order
• Pay online
• Payment by phone
• Payment by text
• Allpay payment card
• Payment app
• By post

To find out more visit Paying rent.

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.

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 our Touchpoint Advisors for more details on how this could work for you.

To find out more visit Paying rent.

You can request a refund on your rent by speaking directly to you housing co-ordinator or calling 0300 111 1000.

To report a problem with your neighbours you can:

• Complete our online ASB incident form 
• use the Reportable and Noise apps 
• visiting one of our Touchpoint stores 

For more information visit Anti-social behaviour.

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

For more information visit Home repairs and maintenance.

If you decide that you’d like to move, you’ll usually need to give us four weeks’ notice. You can give your notice by contacting us and your notice period will begin from the next closest Monday. If you are already living in a Thirteen home and will be moving to another home provided by Thirteen, timescales for your notice period may be different to the standard four weeks, but we will discuss that with you.

In special cases a shorter notice period can be considered, please call us on 0300 111 1000 to discuss.

When moving into your Thirteen home our grounds maintenance team will make sure the garden is in good condition. Following this, the garden is your responsibility to maintain.

To get an update on when an empty property will be available you can email us on customerservices@thirteengroup.co.uk or call 0300 111 1000.

If you are a new Thirteen customer, we will contact your local council to make sure you have a bin ready for moving into your new home. After this, it is your responsibility to contact your local council to request a new bin.

To report vandalism on an empty property please email us on customerservices@thirteengroup.co.uk or call 0300 111 1000.

This would be discussed and agreed with you prior to signing your tenancy. If you haven’t received your voucher or its doesn’t work, please call us on 0300 111 1000 and ask to speak with your Housing Services Co-ordinator.

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 an account.

Simply take a clear photograph of your documents on your phone and visit My Documents & Uploads in My Thirteen and click upload.

Our local stores mean that you don’t have to travel far to speak to one of the team.

You can visit us in person in:

• Middlesbrough: 52 Linthorpe Road, Middlesbrough. Open 9.30am to 2.30pm on Monday, Tuesday, Thursday, Friday and Saturday.
• Stockton: 145 High Street, Stockton. Open Monday to Friday, 9am to 5pm and Saturday 9.30am to 2.30pm.
• Hull: 302 Marfleet Lane, Hull, HU9 5AQ. Open 9.30am to 2.30pm on Monday, Tuesday, Thursday, Friday and Saturday. Our Hull store is open for drop-in visits, but we recommend that you contact us before your visit to book an appointment wherever possible.

You can make an appointment to see us face-to-face in store or for a virtual appointment online. To book an appointment, please email customerservices@thirteengroup.co.uk or call us on 0300 111 1000.

Our Touchpoint stores are there to help make your life easier, so whatever the problem we’ll work with you to solve it. Pop by the store to speak to our hosts about:

• Homes to rent: with quality homes across the North East and Yorkshire, we can help you find your new home to rent. We make renting as easy as possible and will do our best to help you in your home search. We offer family homes, bungalows, flats, apartments and sheltered schemes.
• Homes to buy: we have several ways for you to buy your new home, including shared ownership that lets you buy the share of a home that’s affordable for you.
• Support: we offer a range of support services that everyone can access, including employment support and specialist support and accommodation.

You can stop by to pay your rent, sign up for a new home, check your account, report a repair, ask for advice and much more!