How to raise and view cases on your online account

We know how important it is for you to have reliable and accessible services when you need them. One of the most useful features on the online account is the ability to create, view and manage cases.

What is a case?

A case is a record of a general enquiry, issue or request you’ve raised with our team. For example, it could be about adding someone to your tenancy, a complaint, or question about your home. The case includes all the details and interactions related to that matter, so you can track its progress and resolution.

How to raise a new case

• Click on the chat icon in your online account and type or select ‘create a case’
• Follow the prompts to give us information about your case

Managing your cases

• You can view all your active cases directly from your online account by clicking on the ‘cases’ tab
• You can send messages or documents to our team on any active cases. Messages must be relevant to the case
• You can view your resolved cases in the complaint and case archives

Watch our video tutorial here.

Key benefits for you

• Manage your cases anytime, anywhere
• Get notified when there’s an update on your case
• Send direct messages to our team
• Everything is saved in one place

Haven’t got an online account?

Join the 29,000 customers using our online account!