We’re pleased to let you know that we are introducing a new housing and finance management system called Civica. Scroll down to read our frequently asked questions and answers.

We use a housing system to manage our homes. This includes:

  • Everything relating to your tenancy and home
  • Repairs, safety checks and planned works, like fitting new kitchens and bathrooms
  • Rent and service charge payment history
  • All customer contact, like letters and calls
  • Any complaints, anti-social behaviour or safeguarding concerns

Our teams have been working with Civica, colleagues and listening to feedback from our customers to get ready for this important upgrade.

During the roll out of these important digital improvements, some of our services will be limited from 4.30pm on Thursday 26 March until Monday 13 April. We will do our best to keep any disruption to you as small as possible during this time.

As part of these improvements, our Hafod 24/7 app will close on Friday 27 March. From customer feedback, we know the app hasn’t worked as well as it should. That’s why we’re creating a new and better app to help you to manage your tenancy.

This essential work will help us offer better services for you now and in the future.

What this means for you:

During this time, our Customer Experience phone lines will be transferred to our out of hours service, Delta. This is because our teams will be setting up our new system. If you have an emergency repair, you can report it in the usual way by calling 0800 024 8968.

You can report any non-urgent, routine repairs or anti-social behaviour by completing one of our online forms.

Emergency repairs are repairs that are essential to protect your health and safety or prevent any serious damage to your home. You can read more about what counts as an emergency repair on our website.

Also during this time, our neighbourhood coaches will be setting up our new system. If you have an emergency repair or emergency housing issue, please contact us in the normal way by calling 0800 024 8968. Your call will be transferred to our out of hours service, Delta.

If you use the Hafod 24/7 app to report a repair, report anti-social behaviour, or check your rent balance, you will be able to do these things on our website from Friday 27 March while we build our new app. You can read more about our plans on our here.

To help you understand more about what services will be available to you and what it means for you, we’ve put together some frequently asked questions and answers below.

Thank you for your patience while we make these improvements.

General FAQs

For our customers, we expect an improvement in the service you receive, with all information held in one place and faster system load times. When you contact us, we’ll be able to find your information quickly and get you the answers you need.

The improvement works will take place from 4.30pm on Thursday 26 March until Monday 13 April.

During the roll out of the improvement works, some of our services will be limited. We are working hard to minimise any disruption to you during this time.

You will still be able to report emergency repairs in the normal way by calling 0800 024 8968.

Our Hafod 24/7 app will also be closing on Friday 27 March while we work on a brand-new app. During this time, you can still report a non-urgent, routine repair and request a rent statement online (available from 27 March).

No, as part of our improvement works the app will be closing on Friday 27 March. We are working on developing a brand-new one to help you manage your tenancy online.

During this time, you can still report a non-urgent, routine repair and request a rent statement online (from 27 March).

During this time, our neighbourhood coaches will be setting up our new system. If you have an emergency repair or emergency housing issue, please contact us in the normal way by calling 0800 024 8968 and your call will be transferred to our out of hours service, Delta.

Repairs and maintenance FAQs

You can report an emergency repair or emergency housing issue to us in the normal way by calling 0800 024 8968. You will be transferred to our out of hours service, Delta, who will be able to help you.

Emergency repairs are repairs that are essential to protect your health and safety or prevent any serious damage to your home. You can read what they include, here.

You can report non-urgent, routine repairs via our website by filling in this form.

Yes, any repairs or other appointments already arranged during the improvement works will still go ahead. If anything changes, or we need to rearrange your appointment, we will contact you.

Yes, any safety check appointments already arranged during the improvement works will still go ahead. If anything changes, or we need to rearrange your appointment, we will contact you.

Yes, any planned works scheduled to take place during the improvement works will still go ahead.

Paying my rent FAQs

Yes, you can still pay you rent in the normal way, although it will not automatically update on your tenancy account. It will be posted to your account when our systems are back up and running.

You can find more information about the different ways you can pay your rent, here.

Any Universal Credit or Housing Benefit rent payments will still be made, although they will not be automatically updated on your tenancy account. These rent payments will be posted to your account when our systems are back up and running again.

No, as part of our improvement works the app will be closing on Friday 27 March. We are working on developing a brand-new one to help you manage your tenancy online. During this time, you can still report a non-urgent, routine repair and request a rent statement online (from 27 March).

Yes, the annual rent and service charge increase will still take place in April.

Specialist housing FAQs

Yes, you can still report any repairs to your scheme manager or support worker. However, only emergency repairs will be carried out during the improvement works.

Yes, your alarm system is provided by a third-party suplier who will still deliver this service to you in the normal way.

Yes, the delivery of services included in your service charges will not be affected during the improvement works.

Yes, you can still make a request using our online form.