Frequently Asked Questions (FAQ)
1. How do I register for a Newham Housing Online Account?
Simply register in three quick steps and enjoy taking control of your home at a time that suits you - on your laptop, smartphone or tablet device:
- Go to the Newham Housing Online Account registration page
- Enter your details including your payment reference number
- Receive email confirmation and login to use your Newham Housing Online Account
We may need to contact you to complete your registration, within three working days, if the details entered do not match our records and for security reasons.
If you are not the registered tenant or live in temporary accommodation, you are not able to register for an online account
Contact us if you need help or have any questions about your Newham Housing Online Account.
2. My account is locked. What should I do?
At the login page, click on the ‘Forgotten login details’ link below the blue ‘Log in’ button. Enter your email address to receive reset instructions. If this does not work, please contact us.
3. What do I do it I did not receive the email with the validation link?
Please check your junk and spam email folders. If this does not work, please contact us.
4. How do I know that my information is safe?
The Newham Housing Online Account complies with all governmental security protocols which are in place to keep your information safe. You can find out more about what information we collect and how we use your data here.
5. How do I update my contact and personal details?
Click on ‘My Contact Details’ button on the home page.
Click on ‘Update Contact’ for each contact type that you want to change.
If you have a MyNewham account as well, you will need to update your details in both accounts.
6. How do I view my messages?
Click on the ‘My Messages’ button on the home page. Here you can view any messages that we have sent you about any repairs or requests you have made.
7. How do I view my account balance, transactions and download a statement
Click on the ‘My Accounts’ button on the Home page. This will take you through to view accounts linked to your home.
Click on the account you wish to view details for. On this screen you will see the current balance of your account and details of any charges to you and payments made by you.
8. How do I download a rent or service charge account statement?
Click on the account you wish to view details for. Click on ‘Download Statement’. If you want to view transactions for a particular length of time, use the ‘Sort and Filter’ option and enter the dates you want to be able to view on the statement, then select Download Statement’.
A PDF document will appear in your download list depending on your computer settings.
9. How do a make a payment for rent or service charges?
Make a note of your Payment reference which is shown at the top of the screen. It will be 10 digits long and start with 10, 17, 18 or 19. Then select ‘Click here to make a payment’. This will take you to our payment page. You will need to enter your payment reference to make a payment as well as your card details.
10. What is the My Documents option for?
If you have uploaded any documents to the portal, they will appear here for you to view.
11. What is the My Surveys option for?
We may use this for sending you surveys about the Housing service.
12. How to I request permission for a pet?
You can request a permission for a cat or dog via your Newham Housing Online Account. You can find more information on permission for pets on our website.
- Go to My Housing Requests on the home page
- Select ‘Make a request’
- Select either ‘Request permission for a cat’ or ‘Request permission for a dog’
- Select ‘Next’
- Enter the required fields
- Select ‘Submit Contact’
The request will be sent to your Housing Liaison Officer who will contact you regarding your request within 10 working days.
13. How do I request permission for a lodger?
You can request a permission for a lodger via your Newham Housing Online Account. Please read the online information on the Newham website here before you make a request.
- Go to My Housing Requests on the home page
- Select ‘Make a request’
- Select either ‘Request permission for a lodger’
- Enter the required fields
- Select ‘Submit Contact’
The request will be sent to your Housing Compliance Officer who will contact you regarding your request within 10 working days.
14. How do I tell you about changes to the people living with me?
You can tell us about any changes to the people living with you via Newham Housing Online.
- Go to My Housing Requests on the home page
- Select ‘Make a request’
- Select ‘Request permission to add/remove a household member’
- Enter the required fields
- Select ‘Submit Contact’
The request will be sent to your Housing Liaison Officer who will contact you regarding your request within 10 working days.
15. How do I contact you about how to inherit a tenancy (also known as a succession)?
When a tenant dies, a husband, wife, civil partner or other family member may have the right to inherit the tenancy. The legal term for this is succession. You can find more information on our website.
You can make a succession request via your Newham Housing Online Account.
- Go to My Housing Requests on the home page
- Select ‘Make a request’
If you are not the tenant and think you can inherit the tenancy, select ‘Request permission for a sole tenancy succession’.
If you are already the joint tenant select ‘Request permission for a joint tenancy succession’
- Enter the required fields
- Select ‘Submit Contact’
If you are unsure which form to complete, contact your housing officer.
The request will be sent to your Housing Liaison Officer who will contact you regarding your request within 10 working days.
16. How do I request a key or fob to a main entrance door?
- Go to My Housing Requests on the home page
- Select ‘Make a request’
- Select ‘ Tenancy door entry / fob key request’
- Enter the required fields
- Select ‘Submit Contact’
17. Can I report repairs via my Newham Housing Online Account?
If you are a tenant, you can report non-emergency repairs online using the online repairs form. Emergency repairs must be telephoned through to 0800 952 5555.
Tenants and leaseholders will be able to use their Newham Housing Online Account for reporting internal and communal repairs and booking appointments soon.
