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Get your garden ready Tips on how to prepare your garden for summer.
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Behind the scenes Learn what happens from the time you report a repair to it being fixed.
Your repairs
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Home Group's customer magazine
Spring/Summer 2026
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Anti-social behaviour (ASB) support How we are making improvements to manage ASB.
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My Home Account gives you a quick, simple way to stay in control of your home anytime. More than 30,000 Home Group customers already use it to manage payments, track repairs and contact us.
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Check your balance and payments or download statements whenever you need them Set up or change Direct Debits or make oneoff card payments Track your repairs so you always know what’s happening next Chat with our team online for quick support
What you can do
Founded in 1935 in the North East, we now support communities across England and Scotland, with a continued focus on putting customers first and helping people live safely and well. Look at our interactive timeline that takes you through our history.
Celebrating 90 years of Home Group
Our Financial Inclusion Team offers FREE support to help you stay in control of your money.
Struggling with money? We can help
We can help with:
budgeting and spending benefits and increasing your income filling in forms and Universal Credit
In 2024–25, we helped 3,821 customers boost their income by over £7.8 million. Get support today
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Your energy-efficiency at home Take the quiz to see how energy-efficient you are in your home.
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A. On and off throughout the day.
Answer the questions below to test your energy-effiency at home.
Take our short quiz to find out how energy efficient your home really is, and discover easy ways to make it warmer, greener, and cheaper to run.
How energy efficient is your home?
Thanks for taking our quiz, hopefully you’ve learned more about being more energy efficient. Want more tips on how to keep energy costs down? Here are 19 tips that could help you. Have you also ever wondered how much your home appliances are costing you? Visit our website to find out.
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Sometimes, damp and mould are due to an issue with your property that we need to fix. Here are a few things you can do to help. Contact us if you think you need extra support.
We're here to help with condensation, damp and mould
Question 1. How do you usually heat your home?
B. Steady low heat for longer periods.
C. Turn it up high only when the house feels cold.
Turning heating on and off can use more energy, as the system works harder to reheat your home each time. It can still work if your home retains heat well, but it’s often less efficient.
Correct! Keeping your heating at a steady, lower temperature is usually more energy efficient than repeatedly heating a cold home from scratch. It avoids energy spikes and keeps rooms comfortable.
Turning the thermostat up high doesn’t heat the room faster – it just uses more energy. It’s less efficient and often leads to overheating and higher bills).
C. Leave it. It usually dries on its own.
B. Wipe it off sometimes.
A. Wipe it off daily and ventilate the room.
Question 2. What do you do about condensation on windows?
Leaving condensation can cause longterm damp and mould, which may damage surfaces and impact air quality. Regular wiping and ventilation are important.
Wiping occasionally helps a bit, but moisture left sitting on windows or frames can lead to damp and mould. Daily action is best.
Correct! Removing condensation each day and opening windows or vents helps prevent mould, damp and damage. Good airflow keeps moisture levels low.
C. Always, with the door closed.
B. Sometimes, with the door closed.
A. Rarely or never.
Question 3. When you’re cooking or showering, do you use extractor fans?
Correct! Using extractor fans every time and keeping the door closed helps remove moisture quickly and stops it spreading through your home. This reduces condensation and the risk of damp and mould.
Using the fan occasionally helps a bit, but moisture can still build up. Regular use is the best way to prevent damp, mould and lingering humidity.
Not using extractor fans allows steam to settle on walls, ceilings and windows, increasing condensation and potential mould growth. Turning them on every time makes a big difference.
C. Open windows for a few minutes daily and keep vents clear.
B. Open windows occasionally.
A. Keep windows shut and vents covered to keep heat in.
Question 4. How do you manage airflow in your home?
Correct! Short bursts of ventilation and clear vents help remove moisture, prevent condensation, and keep air fresh without losing too much heat.
Occasional ventilation helps a bit, but moisture and stale air can still build up. Daily airflow is more effective and reduces the risk of damp and mould.
Blocking airflow traps moisture, which increases condensation, damp and mould. Proper ventilation helps protect both your home and your health.
C. A mix of LED and older-style bulbs.
B. Mostly older bulbs.
A. All LED bulbs.
Question 5. What type of lightbulbs do you use?
Older bulbs (like halogen or incandescent) use significantly more energy. Switching to LEDs can lower your lighting costs by up to 80%.
Correct! LED bulbs use far less energy and last much longer than older bulb types. Switching fully to LEDs is one of the easiest ways to cut electricity costs.
You’re partly saving energy, but older bulbs use much more electricity. Replacing the remaining ones with LEDs will reduce bills further.
C. Around the home with windows shut.
B. On radiators sometimes.
A. Outside when possible/in one room with a window open.
Question 6. How do you dry your laundry?
This traps moisture and increases the risk of damp and mould. Drying in one ventilated room or outdoors is much healthier for your home.
This dries clothes faster but releases a lot of moisture into the air. If you do this, ventilate the room to avoid condensation.
Correct! Drying clothes outside or in a single ventilated room helps moisture escape, reducing condensation and the risk of damp and mould.
A government scheme allowing some long-term social housing tenants to buy their current home at a discount. You may qualify if you have a secure or preserved tenancy, often linked to renting your home since before the 15th of January 1989. Discounts are set by the government and typically range from £16,000 to £38,000, depending on location and length of tenancy.
A savings scheme to help you build a deposit to buy a Home Group property. You can save for up to five years or buy as soon as you’re ready. You’ll get £50 off your rent each month, plus Home Group matches the Government’s bonus paid into your Help to Buy ISA or Lifetime ISA. If you don’t already have one, you can open a Lifetime ISA when you apply (if you’re under 40).
Right to Buy
Do you want to own your own home?
Our tenant sales team is here to offer free advice to help make that happen. Here are some of the ways you could buy your home:
Another government scheme offering a discount to buy your home if you’ve rented from a public sector landlord for over three years, hold a qualifying tenancy, and your home meets eligibility criteria. Discounts usually range from £9,000 to £16,000, depending on your location.
Deposit Builder
Right to Acquire
Want more information? Email us at tenantsales@homegroup.org.uk
There may be some simple steps you can take to manage it yourself and prevent it coming back.
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Behind the scenes of repairs scheduling
Remember to take out contents insurance, as we cannot cover damage to personal belongings. Find out more about contents insurance here
You’ll need to take care of small day‑to‑day tasks and anything that results from accidental damage or neglect. This includes: replacing lightbulbs unblocking sinks or toilets where the blockage is caused by household use looking after your home and reporting issues early paying for repairs if damage is caused by misuse or neglect (known as rechargeable repairs)
Repairs that pose an immediate risk are treated as emergencies – for example major leaks, no heating or no working toilet – and we aim to attend within six hours and make things safe within 24 hours. All other issues, like radiator faults or cracks in walls, are routine repairs – which we aim to complete within 28 days (or 56 days if specialist parts are needed).
We cover repairs that relate to the structure, safety and essential services in your home. This includes things like: heating and hot water serious leaks unsafe electrics security issues (like broken locks or windows) anything that poses a risk to health or safety
What are you responsible for?
What is Home Group responsible for?
To make sure repairs are handled quickly and smoothly, it’s important to know who looks after what. Your tenancy agreement explains this in full, but here’s a simple overview.
Our responsibilities and yours
What happens after you report a repair? Once you report a repair, our team gets to work straight away. For routine repairs, our customer service advisors will usually offer you an appointment when you report the issue. Emergency repairs are handled differently. We will attend within six hours and aim to make things safe within 24 hours. If more work is needed after the emergency visit, we will book a follow-on routine repair. If a repair is deemed as an emergency hazard under Awaab’s Law and we cannot make things safe within 24 hours, we will offer and arrange suitable alternative accommodation until your home can be made safe.
Reporting repairs as soon as you notice them is important, even if they seem minor Some repairs are the customer’s responsibility – there is more information on this below Not all repairs can be fixed in one visit; some need an assessment or parts ordered If an item can be repaired safely, we’ll repair it instead of replacing it
You can report repairs: over the phone at 0345 141 4663 online on our website or through My Home Account For emergencies, always call us. Getting repairs right matters to us. Our teams work behind the scenes to prioritise safety, communicate clearly, and get your repair sorted as quickly as possible.
Information that helps us get it right When reporting a repair, giving clear details helps us understand the issue and avoid delays. Please tell us: where the problem is (and if it affects more than one area) when it started and how serious it is any access requirements your current contact details any vulnerabilities or household needs we should be aware of
Reporting repairs: what to know
Improving how we manage ASB We’re introducing a new case management system to improve consistency and response times. This includes regular risk and vulnerability reviews, clear action plans, and perpetrator risk assessments to help prevent issues escalating.
What isn't ASB? Some common issues aren’t classed as ASB, including:
a washing machine running at night a dog barking briefly normal household noise or movement minor parking disputes
Listening to your feedback When a case closes, we may ask for feedback through a short survey or follow-up call. Your responses help us improve our service, so if you have the chance to fill it in – please do!
While these can be frustrating, they don’t usually meet the ASB threshold. That’s why evidence is important, it helps us understand what’s happening, how often, and whether it qualifies as ASB.
Anti-social behaviour support and improvements
Hoarding: what is it, and how can we help?
Hoarding affects people in many different ways and is often more complex than simply holding on to belongings. For some, it can feel overwhelming to know where to begin. Others may never have experienced hoarding themselves but want to better understand it.
Tools and support available We want to make it as easy as possible to get help if you’re affected by ASB. Tools we can provide include:
What counts as ASB? ASB is behaviour that causes alarm or distress, such as harassment, threats, intimidation or ongoing, targeted disturbance. Not all disturbances meet the threshold for ASB, which can sometimes cause confusion.
We know that anti‑social behaviour (ASB) can have a big impact on how safe and comfortable you feel in your home. This year, we’re making improvements to how we manage ASB to give you clearer communication, quicker support and better ways to report issues.
mediation – We work with an independent mediation service to help neighbours talk through issues and find practical solutions noise app – If noise is ongoing, you can record short clips to help build evidence and support your case odour diaries – These help evidence cannabis‑related cases by logging smells, timings and duration, allowing us to spot patterns
Available support You don’t have to face hoarding alone. If you’re worried about safety or need guidance, speaking to your GP can be a helpful first step.
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Keeping your home safe If you’re not ready for big changes, small actions can still improve safety. You can request a free home fire safety check, keep exit routes as clear as possible, and use simple home safety tools.
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If you’re managing hoarding yourself Making changes can feel daunting, but gentle steps can help. Try setting small goals, such as letting go of one item a day, tidying in short bursts, or planning where items will go. Reducing what comes into your home, like cancelling unwanted post, can also make a difference.
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If you’re supporting someone who hoards You may be worried about a friend, neighbour or family member and feel unsure how to help. It’s important to remember that hoarding is rarely solved by simply “tidying up.” Compassion usually works better than pressure, as people are more likely to make progress when they feel understood. Even small steps forward matter and should be recognised.
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What hoarding really is Hoarding isn’t about being messy or untidy. It’s often linked to deeper emotions or life experiences. For the person affected, making decisions about possessions can feel extremely difficult.
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We’ve seen a rise in scams where claims management companies contact customers, pretending to help with housing issues. They often ask for personal details or photos, then start a claim without the customer realising. Many people have later felt misled into sharing information they didn’t intend to.
It’s easier than ever to stay connected, but it also means scams are becoming more common. Some scams can look convincing at first glance, so it’s always worth pausing if something doesn’t feel quite right.
Stop! Is it a scam?
Take your time to think about anything you're asked to do, especially if someone wants you to act quickly. If something doesn’t seem genuine, trust your instincts and contact us directly on 0345 141 4663 before you do anything else.
If you think you’ve been targeted or spot anything suspicious, you can report it to Action Fraud (0300 123 2040) or the police on 101. Staying alert helps protect you.
A little kindness and consideration can go a long way in helping everyone feel safe, comfortable and part of a community.
With lighter evenings and warmer days finally here, many of us are spending more time outdoors, gardening or enjoying the sunshine with friends and family.
Being a good neighbour this Spring
If a neighbour’s noise is bothering you, start by thinking about whether it’s a one‑off and whether it might settle on its own If the noise becomes persistent or unreasonable, you can report concerns to us through our customer service centre on 0345 141 4663 For serious issues outside of our hours, or if you feel the situation is escalating, you can also contact the police on 101
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Enjoying the sunshine considerately Windows open, music on, and time outside are all part of the warmer weather. Just be mindful of noise carrying later into the evening, especially if you’re hosting friends or planning a barbecue. If you’re planning on having people over, consider letting your neighbours know that there might be a bit more noise than usual.
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Here are some simple ways we can all help make our neighbourhoods places we love to live.
Keeping shared spaces tidy With spring cleaning in full swing, please remember to:
use the right bins and bring them in after collection keep hallways, gardens and paths clear let us know if something in a communal area needs attention
Talk early if something’s bothering you Most small issues like parking, bins or everyday noise can be easily sorted with a friendly, calm chat. Often, people don’t realise something is causing a problem.
feeding your plants Give borders, containers and lawns a spring feed to boost energy just as growth speeds up planting summer colour Start adding hardy bedding plants like marigolds, primroses, petunias and geraniums. They’ll root quickly now and flower right through summer tackling weeds early Weeds grow fast in May. Removing them now saves time later and stops them stealing water and nutrients from your plants watering smartly Mornings are best. Less evaporation and plants stay hydrated for the day ahead preparing for hotter weather Mulch beds to lock in moisture and check outdoor pots for good drainage so they can cope with summer heat. With a little early May attention, your garden will thrive all summer long.
Warmer days are arriving and it’s the perfect time to work on preparing your garden for success, focus on:
May is the perfect time to set your garden up for a strong summer.
Get your garden summer ready
You can also follow us on our social channels us to keep up to date on all our latest tips and information.
If you have feedback on this edition of Homelife, or have any ideas for future versions, please email us at communications@homegroup.org.uk
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Home Group Limited (charitable registered society No: 22981R). Information included is correct at the time of publishing (May 2026). Stories and views expressed are those of contributors and may not necessarily reflect the views of Home Group.
