HomeHub is our new online platform designed to support Service families in reporting and tracking housing repairs. It is now available to all Service families living in UK SFA homes maintained by providers Amey and VIVO Defence Services.
HomeHub provides Service families with online access to:
- Request maintenance repairs and book appointments online (where applicable).
- Track the progress of repairs.
- Review outstanding repairs, view or manage existing appointments (where applicable).
- Log a complaint or compliment.
- Update your contact details
- View your move in and move out documentation.
Registering for HomeHub
To register for HomeHub you will first need to register for a One Login account. You can do this on the governments One Login website. Every member of the Household will need to register for their own One Login Account using their own personal details.
To assist you in using HomeHub, please refer to the below FAQ’s and HomeHub video guides.
Emergency repairs
If you feel your repair is an emergency (risk of injury or damage to property), please call Pinnacle’s National Service Centre on 0800 0318628 and select the repairs option.
Reporting damp and mould
If you discover damp and mould whilst living in your home, you should report it straight away. Reporting damp and mould cannot be done via HomeHub but can be done by:
- Completing the Damp & Mould form.
- Calling Pinnacle’s National Service Centre on 0800 0318628, selecting option 1, then option 4.
This will allow us to address the issue in line with Awaab’s Law within the fixed timeframes. While not bound by this legislation, DIO has voluntarily committed to upholding the standards expected of a responsible landlord and our response times to damp and mould reports in UK SFA have been adjusted. To support this commitment, damp and mould reports should be made using the dedicated process.
Support
For queries related to HomeHub, you can contact Pinnacle’s National Service Centre
- By emailing: homehub@pinnacleservicefamilies.co.uk
- Or by calling: 0800 031 8628
FAQs
How do I report an emergency repair or damp and mould?
I need to report an emergency repair
If you feel your repair is an emergency (risk of injury or damage to property), please call Pinnacle’s National Service Centre on 0800 0318628 and select the repairs option.
I need to report damp and mould in my home
As part of the damp and mould process, the team will need to gather additional information from you in order to triage the severity of the issue to help us and DIO’s Regional Accommodation Maintenance Providers adequately assess the risk and the actions needed. This is not possible in HomeHub.
If you discover damp and mould whilst living in your home, you should report it straight away using the dedicated process. You can do this by completing the Damp & Mould form or calling us on 0800 0318628, selecting option 1, then option 4.
Registering for HomeHub
Who can use HomeHub?
Anyone living in UK SFA over the age of 16 who may need to request repairs to a property can register for HomeHub.
How do I register to use HomeHub?
To register for HomeHub you will first need to register for a One Login account. You can do this on the Government’s One Login Website. More than one member of a Household can register for a One Login Account. Each person will need to register with their own personal details.
Once you have registered for a One Login Account you will be taken straight through to HomeHub to complete your registration.
To register for a HomeHub account you will need:
– Your Reference number (this is e1132 application number you received when allocated a property)
– Your name
– Your Date of Birth
I can’t find my E1132 application number
Your reference number is the e1132 application number you will have received when you moved into your home. The quickest and easiest way to get this if you do not have it to hand is to log in to e1132. Once on the homepage, select the HomeHub registration button and you will be shown your reference number.
If you are unable to access e1132, you can complete this form and Pinnacle will respond with your number 5 – 10 working days following relevant security checks.
Will I need to re-register for HomeHub when I move house?
No, you will only ever need to register for HomeHub once. If you move home, once your move has taken place you will see your new property in HomeHub.
Raising a repair
How do I book an appointment for a repair in HomeHub?
- Log in to HomeHub and select My Repairs.
- Click the Report a Fault button.
- Follow the fault diagnosis process to raise a repair for your issue.
- Select the Book an Appointment button.
- Search for an appointment date and time that suits you.
Can I use HomeHub to cancel a repair?
No. To cancel a repair, please call Pinnacle’s National Service Centre at 0800 031 8628, selecting option 1, then option 3.
How do I change a repairs appointment in HomeHub?
- Select My Repairs.
- From the list on the page, find the repair you need to amend.
- Select Work Order and Appointment Detail for the repair.
- Click the Appointment button in the top right of the work order.
- From the drop-down menu, select ‘Book an Appointment’ where you will be able to book a new appointment.
How do I make changes to the details of a repair I’ve logged?
You can’t update or add information or photos to a repair displayed in HomeHub. To provide updates, call the National Service Centre selecting the option for repairs. Alternatively, you can email repairs@pinnacleservicefamilies.co.uk with the job number in the subject line and a brief explanation in the message.
I need help raising a repair. Who do I speak to?
A HomeHub “Raise a Repair” User Guide video can be found below. If you still need assistance, please call us at the National Service Centre 0800 031 8628 selecting option one.
Housing applications
Can I manage my housing applications for SFA in HomeHub?
You will be able to view your Moving In and Moving Out appointment date and times in HomeHub, however these still need to be booked or changed within e1132, or by calling the National Service centre.
Please continue to apply for your SFA in e1132 as usual.
Complaints
Can I log and track a complaint in HomeHub?
To raise a complaint in HomeHub, please visit the complaints section and complete the form provided. Once we receive your complaint, one of Pinnacle’s Customer Solutions Managers will review it and contact you.
Can I close a complaint in HomeHub?
No, you won’t be able to close your complaint directly in HomeHub.
However, you can call us at the National Service Centre, selecting the complaints option, and inform an advisor that you wish to close your complaint. We will take care of it for you.
Video Guides
Existing repairs and changing appointments
HH – Video 4 – Existing Repairs & Changing Appts – Nov25 on Vimeo
Feedback, complaints, compliments and documents
HH – Video 5 – My Feedback, Complaints & Documents – Nov25 on Vimeo