Welcome to HomeHub
HomeHub is a new online system that helps Service families report and track housing repairs. It is available for homes looked after by Amey and VIVO.
With HomeHub you can:
– Request repairs and book appointments (when possible)
– Check the progress of repairs
– See any outstanding repairs and manage appointments
– Send a complaint or compliment
– Update your contact details
– View your move‑in and move‑out documents
If your repair is an emergency and could cause injury or damage, call the National Service Centre.
To use HomeHub, you must first create a One Login account on the government’s One Login Website website. Everyone in the household needs their own account.
You can find FAQs and video guides below to help you use HomeHub.
Registering for HomeHub
Anyone over the age of 16 who needs to log repairs to a property can register for HomeHub.
- To use HomeHub, you first need to create a GOV.UK One Login account. You can do this on the One Login website here.
- Each member of your household must create their own One Login account using their own details. As part of this, you’ll need to verify your identity.
- You can find what you’ll need and how to do this on the One Login website (link to ID verification page).
- As part of the registration process, once you’ve set up your One Login, you’ll be taken straight to HomeHub to finish registering.
- If you want to use HomeHub to report repairs, each household member will also need their own HomeHub account.
To register for HomeHub, you’ll need:
- Your reference number (the e1132 application number you received when you were allocated your property)
- Your name
- Your date of birth
Your reference number is the e1132 application number you got when you moved into your home.
The quickest way to find it is to log in to e1132. On the homepage, click the HomeHub registration button and your number will appear.
If you cannot access e1132, you can fill in this form and we will send you your number within 5–10 working days after security checks.
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 on HomeHub.
We regularly review security to make sure your information stays safe.
Since HomeHub was first introduced, risks have changed, so this extra step has been added. This is a about being proactive about security. It does not mean there has been any problem with your account.
You can find information on how to verify your ID on the GOV.UK OneLogin Website Using your GOV.UK One Login: Proving your identity with GOV.UK One Login – GOV.UK
Pinnacle does not verify your identity and does not receive or store any of your information. Your identity is checked by GOV.UK OneLogin, which securely validates and stores your details. Pinnacle Group cannot access this information.
Raising a repair
We’ve made a short video to show you how to report a repair. Here is a quick step-by-step guide:
– Log in to HomeHub and click My Repairs.
– Select Report a Fault.
– Answer the questions to tell us what the problem is.
– Click Book an Appointment.
– Choose a date and time that works best for you.
No. To cancel a repair, please call the National Service Centre at 0800 031 8628, selecting option 1, then option 3.
- Go to My Repairs.
- Find the repair you want to change.
- Click Work Order and Appointment Detail.
- Press the Appointment button at the top right.
- Choose Book an Appointment from the menu and pick a new time.
You can’t edit or add photos to a repair in HomeHub.
If you need to give more information:
– Call the National Service Centre and choose the repairs option, or
– Email repairs@pinnacleservicefamilies.co.uk. Include the job number in the subject and a short explanation in the message.
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 selecting the option for repairs.
You can’t report damp and mould in HomeHub because we need extra information to check how serious the problem is.
If you find damp or mould, tell us straight away by:
– Filling in the Damp & Mould form, or
– Calling 0800 031 8628 (choose option 1, then option 4).
Housing applications
You can see your Moving In and Moving Out appointment dates in HomeHub, but you still need to book or change these in e1132 or by calling Home Services at the National Service Centre.
Please carry on applying for your SFA in e1132 as normal.
Complaints
To raise a complaint on HomeHub, please visit the complaints section and complete the form provided. Once we receive your complaint, one of our Customer Solutions Managers will review it and contact you.
To make a complaint on HomeHub, go to the Complaints section and fill in the form.
Once we get it, a Customer Solutions Manager will look at it and get in touch with you.