Your repairs
Need a hand with a simple repair? Check out our DIY guides for quick, step-by-step help with commonly reported household issues.
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Stay safe this winter As we spend more time indoors, some tips to help keep you and your home safe.
Your safety
Spotting hazards in your home Your home should be a safe, healthy and comfortable place to live.
Your home
Your money
Saving for the holidays Looking ahead? Small steps now could help later.
We wanted to say a big thank you to our customers and colleagues that helped us to celebrate 90 years. Read more on our website.
Celebrating 90 years of Home Group
Autumn/Winter 2026
Home Group's customer magazine
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We're delighted to welcome Helen Meehan as our Chief Executive.
Meet our new CEO, Helen!
Helen has been part of Home Group since 2015, when she joined as Director of Audit after ten years at PwC building experience that has helped shape her successful career in housing and beyond. Since then, she has held several senior roles, including Director of Finance and Chief Financial Officer. Helen takes over from Mark Henderson, who led us for 17 years and played a key role in shaping the organisation we are today. Our Chair, John Cridland, said: I am delighted that Helen is our new Chief Executive. The Board carried out a thorough recruitment process, attracting strong candidates from across the UK, and Helen showed she was the right person to lead us forward. We’re sure you’ll join us in welcoming Helen to her new role and wishing her every success for the future of Home Group.
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Your customer report is here See how we've performed, what we've invested in, and the improvements we're making based on your feedback. Read the latest report.
Looking ahead? Small steps now could help later. The end of the year can be a busy time for many of us. Whether you’re planning to celebrate a religious festival, spend time with family and friends, enjoy a holiday, or simply make the most of the season, costs can soon add up. The good news is that a few small actions now could help make things feel more manageable in the months ahead.
Saving for the holidays
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Quick win 5: Set a budget and stick to it It's easy to get carried away when making plans or shopping for others. Setting a realistic budget before you start spending can help you stay in control and reduce financial stress later.
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Quick win 4: Check your regular spending Could you free up a few extra pounds? Look at: Unused subscriptions Takeaways and impulse purchases Apps or services you no longer use Small savings here and there can quickly add up.
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Quick win 3: Spread the cost Got things you know you'll need to buy? Try picking up one or two items each week instead of leaving everything until the last minute. A little planning can make larger costs feel easier to manage.
Quick win 2: Create a celebration fund If you can, try putting aside a small amount each week. Even £5 or £10 a week can build up over time and give you a little extra flexibility when you need it most.
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Knowing what's ahead can help you avoid any last-minute surprises.
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Gifts Travel Meals out
Family visits Seasonal celebrations School holiday activities
Quick win 1: Think about what's coming up Take five minutes to write down any events or occasions you might spend money on before the end of the year. This could include:
Lightning Reach is an independent platform, separate from Home Group, designed to make it easier for people to find financial support. It brings together grants, funding and other support from charities, councils, housing providers and other organisations in one place.
Find the right support for you
An all-round easy portal to use and everything is explained and helpful. Home Group customer
Over 900 Home Group customers have created a profile, with customers currently matched to an average of 39 support opportunities, including help with food and essentials, household goods and reducing household bills. Registration takes around 10 minutes, and customers have rated the platform 5 out of 5. Most people use it independently, but Home Group colleagues can provide support if needed.
Lightning Reach at a glance £280 average award per recipient in support has been identified through the platform One single platform to help people explore support relevant to their unique circumstances
Here’s how it works: Spend 10–15 minutes answering a few questions, and Lightning Reach will generate a personalised list of financial support options Find out what support matches with your circumstances and needs, based on the information you've given Choose any support offers you'd like to apply for, provide evidence, and submit your application
Each organisation offering support has its own eligibility criteria and timescales, so some results may fit your situation better than others. We encourage you to get your own financial advice if there is anything you are unsure about. Decisions about support are made by the organisations offering each scheme, not by Home Group. The tool is designed to help you explore your options at your own pace, so you can make informed choices about what works for you. When accessing their services, Lightning Reach will collect data directly from you. Home Group will receive anonymous reporting about people using our link. You can access Lightning Reach’s services directly, if you would prefer.
Register today – sign up in minutes online.
Write a list of upcoming expenses Save your first £20 Set a budget for celebrations and activities Find one way to reduce your weekly spending
Your end-of-year challenge Before next month, can you:
For more tips, visit our website
Cook once, eat twice Make extra portions and freeze them for another day. Shop your cupboards first Check what you already have before buying more.
Compare your options Try own-brand products and look out for useful offers. Plan before you shop Plan your meals and make a shopping list.
Want some tips for eating on a budget?
Your home should be safe, healthy and comfortable. If something doesn’t seem right, let us know.
Spotting hazards in your home
We’re committed to being open and transparent about our services and the decisions we make.
STAIRs: making it easier to see how we work
Our Social Tenant Access to Information Requirements (STAIRs) Publication Scheme makes it easier to find information about your home, tenancy and the services we provide.
How we make decisions and govern our organisation How rent and service charge income is used How we maintain, improve and invest in our homes How we’re performing, including customer satisfaction and complaints How you can get involved and help shape our services How we keep you and your home safe, including gas, fire, electrical and building safety
Look out for: Damp and mould Mould, damp patches, condensation or musty smells. Electrical problems Faulty sockets, switches or other electrical issues. Fire risks Anything that could affect fire safety in your home. Repairs and damage Loose flooring, broken steps or damaged handrails. Poor ventilation Problems with airflow, vents or extractor fans. Leaks and drainage Leaks or problems with water and drainage.
Spotted something? Don’t wait for it to get worse. Report it as soon as you can and we’ll look into it. Spotted a problem? Let us know. Visit our website Report it on My Home Account Call 0345 141 4663
Our policies and procedures STAIRs is designed to help you better understand how we work and find the information you need more easily. Think something is missing? If you have a question about the information we publish or think something is missing, you can ask us to review it through our STAIRs review process. We’ll respond within 30 days. If you’re not happy with our response, you can ask the Housing Ombudsman Service to investigate your complaint. What’s changing from April 2027? From April 2027, STAIRs will go further, giving customers the right to request specific information directly from their landlord.
Through the scheme, you can find out:
Find out more You can view our STAIRs Publication Scheme on our website. If you need the information in an alternative format, email us.
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Reduce moisture when cooking Keep lids on pots and pans and use your extractor fan if you have one.
Wipe away condensation Regularly wipe moisture from windows and surfaces where it builds up.
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Let moisture escape Use extractor fans and open windows when it’s safe and practical to do so.
Damp and mould top tips
Let moisture escape Use extractor fans and open windows when it’s safe and practical to do so. Wipe away condensation Regularly wipe moisture from windows and surfaces where it builds up. Reduce moisture when cooking Keep lids on pots and pans and use your extractor fan if you have one.
DIY guides for you
We’ll always let you know in advance where possible and work with you to arrange a suitable time. If you’re unsure about a visit, call us on 0345 141 4663.
When we need access to your home
There may be times when we need access to your home. This could be to carry out important safety checks, complete repairs or assess any work needed. These visits help keep you, your household, your home and your neighbours safe.
A few simple steps can help you prepare for severe winter weather.
Keep a torch handy Check it works and have spare batteries available. Stay charged Charge your phone and power banks when severe weather is forecast.
Stock a few essentials Keep a few days’ worth of long-life food at home. . Check medicines and supplies Make sure you have enough of any essentials you rely on.
Be ready for winter weather
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Step 6 Wipe away any water, then turn the heating back on and check the radiator is heating evenly. Top up the boiler pressure if needed.
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Step 4 Slowly turn the key anti-clockwise until you hear a hissing sound as trapped air escapes.
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Step 3 Insert a radiator key into the bleed valve.
Step 2 Place a cloth or container under the bleed valve to catch any water.
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Step 1 Turn your heating off and allow the radiators to cool.
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Step 5 When water starts to flow steadily, close the valve by turning it clockwise.
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Report faults quickly If your boiler isn't working properly, report it as soon as possible.
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Allow annual safety checks Gas safety checks help keep your boiler safe and working properly.
Keep your energy topped up If you have a prepayment meter, make sure you have enough credit.
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Check your boiler regularly Turn it on at least once a week, even during summer.
Step 4 Keep sinks clear by avoiding food and fat going down the plughole.
Step 3 Leave it to fizz, then flush with more boiling water.
Step 2 Wait a few minutes, then add baking soda and white vinegar.
Step 1 Pour baking soda and boiling water down the drain.
Step 5 Repeat monthly to help prevent blockages.
Step 5 Flush and test once the water has drained. Repeat if necessary.
Step 4 Use a plunger to loosen the clog, making sure it covers the hole completely.
Step 3 Remove any visible blockage if it's safe to do so.
Step 2 Protect the area with towels or paper and wear gloves if needed.
Step 1 Stop the toilet overflowing by lifting the cistern lid and closing the flapper (the water is clean in here).
How to bleed a radiator
Look after your boiler
How to unblock a sink
How to unblock a toilet
You can also find additional guides and video tutorials on our website.
Do you need to report a repair? Tell us about the problem you’d like to fix using our simple online decision tool. Report here
We’ll take care of repairs we're responsible for, but you may be charged for repairs caused by damage, misuse or neglect. In an emergency, we’ll carry out the repair, but charges may still apply if it's your responsibility. What repairs are we responsible for? What repairs can be rechargeable? What is an emergency repair?
Repairs: who’s responsible
If you think a scammer has tricked you into sharing your bank or card details, hang up and call 159.
Think it’s a scam?Remember 159
A reminder from us We’ll never ask you for passwords, PINs, bank details or other sensitive personal information. If you hear from us and something doesn’t feel right, stop the conversation and call us directly on 0345 141 4663 to check it's really us.
It’s a secure, easy-to-remember number that connects you directly to your bank and cannot be spoofed by criminals.
Since launching in 2021, more than one million calls have been made to 159, helping people safely verify suspicious contact and report potential fraud.
How it works: Step 1 Step 2 Step 3
Dial 159. Say the name of your bank (or use your keypad). You’ll be connected to your bank’s customer service team.
As we spend more time indoors, a few simple checks can help keep you and your home safe.
Stay fire safe this winter
In the event of a fire get out stay out call 999
Smoke alarms Remember to test your smoke alarms regularly. It takes two minutes, but it could save your life Make sure hallways, doorways and exit routes are kept clear
Buy electrical gifts safely If you're buying gifts for family and friends, particularly electrical items: Choose a reputable retailer Check for appropriate UK safety markings, such as UKCA or CE markings where applicable
Charge safely Use the charger supplied or recommended by the manufacturer Don’t leave e-bikes or e-scooters charging while you’re asleep or away from home Keep batteries and charging devices away from doorways and escape routes
Be aware of lithium-ion batteries Many popular gifts, which contain lithium-ion batteries, include: E-scooters E-bikes Hoverboards Laptops Tablets Power banks Mobile phones
Need somewhere warm to go?
Warm spaces are welcoming places where you can keep warm, enjoy a hot drink and spend time with others. Many also offer activities, advice and support.
Find your nearest warm space Use the Warm Welcome Space finder, or check with your local council, library or community centre.
Struggling with energy costs? Our financial inclusion team is here to help. Call 0345 141 4663.
Remember to check your smoke alarm! It takes two minutes, but it could save your life.
Home Group Limited (charitable registered society No: 22981R). Information included is correct at the time of publishing (October 2026). We’ve done our best to ensure the information is accurate at the time of publication, but details may change over time. Please check for the latest information where relevant.
If your smoke alarm doesn't work, it’s important to let us know.
Want some tips for eating on a budget? Compare your options Try own-brand products and look out for useful offers. Plan before you shop Plan your meals and make a shopping list. Cook once, eat twice Make extra portions and freeze them for another day. Shop your cupboards first Check what you already have before buying more. For more tips, visit our website
Stock a few essentials Keep a few days’ worth of long-life food at home. Check medicines and supplies Make sure you have enough of any essentials you rely on.
Damp and mould
TOP TIPS
Remember to check your smoke alarm! It takes two minutes, but it could save your life
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We put so much time and resources into wellbeing and diversity here at Home Group. A sense of acceptance and belonging is important for customers and colleagues. We recently appointed a diversity and wellbeing business partner, Jenni Salkeld. Her role will focus on making sure our Home Group colleagues are supported to be in the best place with their wellbeing. This will include physical and mental wellbeing, as well as making sure Home Group colleagues feel represented and have their voices heard. All of this matters because a healthy and happy workforce will make sure that we are focused on customers and delivering the best service we can. It also helps us make sure our decision making and services are diverse and reflect the communities they are in. When Jenni refers to diversity, she means each person, colleague and customer. We all have our own life experiences and strengths, and Home Group wants to celebrate them all equally.
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