Self Service FAQ

Any current Broadacres tenant is eligible for a self service account. You must be registered as either

• The Primary Tenant
• One of the Joint Tenants

On a current Broadacres tenancy agreement. The online services available to you as a tenant will vary by the type of tenancy you have and the property you live in.

Creating your account is straightforward, you’ll just need a few details

• Your Broadacres Tenancy Number
• Your Date of Birth
• A Contact Telephone number
• A valid Email Address
  For security purposes you’ll need to have already told us about the email address you’d like to use for the account. If you need to tell us about an email address prior to registering,  please use the details on the contact us page to get in touch.
  

To create your account you’ll need to download the Broadacres app from the Apple or Android stores or CLICK HERE to visit our new online portal.

Current iHousing users will need to create a new account, don’t worry we haven’t lost any of your details but we have made the decision to ask users to re-register. We will be closing iHousing in the future.

In the App and portal,  you can let us know about changes to your contact details, as well as the contact details of your next of kin.
You can also tell us about changes to your Household membership.
We’ll process these changes as soon as possible and update our records. Occasionally we’ll check or verify the changes you’ve requested so some of the updates may not be visible until the next working day.

If you can’t login please ensure that you are using

• The email address that you registered with
• The current password for your account
• Try resetting your account password from the app or the portal login screen
• Check your Spam and Junk folders for the password reset emails

We understand that you may still run into a snag that you can’t resolve, if so then please contact us and we’ll be happy to help.

You can pay your rent and make other payments in the app and portal. All payments are currently processed via the external Allpay website so you might see the name Allpay appear on your bank statement.

We use the Allpay payment reference number we have on record for you, if you think this is wrong please let us know so we can update our records. You can also enter your Allpay reference while making the payment.
The payment service is provided by Allpay so occasionally for reasons outside of our control it may be unavailable.

In the app and portal,  you can report the repairs needed on your home and also schedule the repairs at a time that’s convenient to you.
If the repair you’d like to raise isn’t listed, you can also request a repair, provide us with some information and we’ll be back in touch to help.

All of our employees and contractors carry identification cards. External agencies carry a letter of authorisation issued by us. Always ask to see some form of identification before you let anyone into your home.

Some services and repair types are not available in some properties and in some areas, The online services available to you as a tenant will vary by the type of tenancy you have and the property you live in.

Our main priority is, and has always been, keeping you and our colleagues safe. All our actions seek to reduce the risk. We have reviewed all our repairs services and the way we deliver them, changing the way we work where necessary.
During the current coronavirus crisis

• Please advise us immediately if anyone in the household develops symptoms associated with Covid 19 and then we can rearrange your appointment.
• Anyone from Broadacres visiting your home will ask you a few questions before they enter and will always follow the Government advice on ‘social distancing,’

The new portal uses the latest technologies and works best with the newest browsers Microsoft Edge, Google Chrome & Safari. If you are currently using an older web browser such as Internet Explorer we recommend you update to a newer one using the links below.

Google Chrome

Microsoft Edge

Safari (Mac)