Reporting repairs

Tenant repair requests can be logged 24/7 via the Housing Online portal.

 

To register for the Housing Online portal

The first time you register for the Housing Online portal, you will need to create a MyAccount if you don’t already have one. Once logged into your MyAccount, you will be able to create a Housing Online account, by clicking on the 'Council tenants’ button. To register you will need to enter your email address, date of birth, rent reference number and create a password. You will then receive a verification email, which will only need to be actioned when you first register for an account.

Create or log in to a MyAccount

Log in to the Housing Online portal

Once you’ve created a MyAccount and Housing Online account, you can access it by logging into your MyAccount and clicking the Council tenant button. You will automatically be logged into your Housing Online account in the future.

Log in to MyAccount

For any updates regarding a repair once it’s been reported via the portal, you can contact Mears via their website. Or call: 0800 028 7010.

To report gas, hot water or central heating repairs

  • Call SureServe Compliance South on freephone: 0800 987 4034 or Whatsapp: 07816125969.
  • Sureserve - Online contact us form.
  • Tenants with air source heat pumps should call: 01303 853 300.
  • If you smell gas please call the National Gas Emergency number on freephone: 0800 111 999.

Contacts for leaseholders

For all leaseholder queries please email: housing.service@folkestone-hythe.gov.uk or call: 01303 853000.

For communal repairs to:

  • Automatic opening vents, Communal lighting and Emergency Lighting, CCTV, Door entry, Fire alarm panels and communal detection: Call NRT: 01737 366 318 or via email: FHDC@nrtgroup.co.uk. Call out of hours on: 07840854069.

For all other communal repairs (entrance doors, flooring, walls ceilings and staircases)

  • Call Mears on: 0800 028 7010.

Cleaning issues in communal areas

If you have any question or concerns about the communal cleaning service where you live, you can contact us on: housing.service@folkestone-hythe.gov.uk, or you can contact our cleaning contractor - Town & Country Cleaners - via the methods below.

Grounds maintenance in communal areas

Service charge payments, arrangement and queries

Please note that all general enquiries addressed to the housing tenancy & leaseholders services team will be responded to within 20 working days.

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