MyHousing Repairs FAQs
General
What is MyHousing Repairs?
MyHousing Repairs is an online service available on the MyHousing mobile app. It is for Homes NSW tenants and their families, friends or support people to request non-urgent maintenance and repairs.
The MyHousing app is available to download on Apple (iOS) or Android phones. To register, all you need is your name, date of birth and a reference number.
What’s the difference between eRepair and MyHousing Repairs?
MyHousing Repairs has additional features that eRepair does not. With MyHousing Repairs, you can upload photos and documents to support your request. It uses simple icons to guide you through your request. If you have registered your details through the MyHousing app, you can also view the status of your request and previous repairs.
What are the benefits of using MyHousing Repairs?
MyHousing Repairs makes it easier to manage your home maintenance. It’s a quick and convenient way to submit non-urgent repair requests at any time of day or night.
By submitting your request online, you have the option to upload photos of the issue and supporting documents. If you have registered your details through the MyHousing app, you can also view the status of your request and previous repairs.
I’m a tenant, but I'm not registered with the MyHousing app. Can I still submit a repair request through MyHousing Repairs?
Yes, you can request a repair without being registered. However, you will need to enter and repeat your details in the ‘Tenant’ and ‘Submitter’ sections each time you create a new request.
For the easiest and quickest experience, we recommend you download the MyHousing app, register as a tenant and lodge your repair request from there.
As a registered user, the MyHousing app will have all your details available when you log in. You’ll also be able to view your current and previous requests.
I don’t have a phone. Will I still be able to create a repair request?
You can request a repair by calling our 24/7 Maintenance Hub on 1800 422 322.
Alternatively, you can continue to use eRepair on our website for non-urgent repairs.
MyHousing Repairs
Can I raise multiple repair requests at the same time?
You must raise each repair request separately. The requests may have different levels of priority or require different tradespeople to work on them.
Each repair request will have a different reference number. You will be able to view them separately if you are registered with the MyHousing app.
What does the status of my request mean?
Your repair request will go through three statuses:
- Open
- In Progress
- Closed
Open: We’ve received your request and it’s being assessed by the Maintenance Hub.
In Progress: Your request may be with a contractor for assessment, or the work is being planned.
Closed: The work has been completed, there was a duplicate request, or the work was no longer required.
If you have any questions about your request, please contact the Maintenance Hub on 1800 422 322.
What if MyHousing Repairs doesn’t have an option listed for the type of repair I need?
If you can’t find the specific issue listed in MyHousing Repairs, select 'Dwelling' as your response for ‘Repair Location and Issue Selection’ and then provide details about the problem.
If you’re unsure, please call the Maintenance Hub on 1800 422 322.
Why can’t I click on some repair requests to view additional information?
You can only view additional information on the repair requests you have submitted yourself.
Will I receive confirmation that my repair request has been submitted?
Yes, a confirmation email will be sent to the email address entered on the repair request.
What will happen if I submit a repair request with incorrect information?
To make any changes to your repair request after it is submitted, call the Maintenance Hub on 1800 422 322. Please have your reference number ready and provide details about the change required.
Support
Can my occupational therapist create a repair request on my behalf?
Yes, your family, friends or support people can raise a repair request on your behalf. They will need to enter your personal information and property details.
What type of files can I upload to support my repair request?
You can upload photos and documents with the following file types: .doc, .docx, .xls, .xlt, .xlsx, .pptx, .txt, .bmp, .csv, .gif, .jfif, .jpe, .jpeg, .jpg, .msg, .pdf, .png, .ppt , .rtf, .snote, .webp, .eml, .tr5, .heic, .heif, .zip
Audio and video files cannot be uploaded.
What if my photo or document is too big?
If you upload a photo or document that exceeds 10 MB, you will receive this message: ‘Files must be 10 MB or smaller’. Please reduce the file size or take the photo on a lower resolution, then add the file again. You may need to look up specific instructions on how to do this on your particular device.
Can I change the text to another language?
Yes, you can change the language based on your preference. This will be a change in Settings on your iOS or Android device.
How do I report an issue I’m having with MyHousing Repairs?
Please call the Maintenance Hub on 1800 422 322 to report any issues relating to MyHousing Repairs.
Other
Can I use MyHousing Repairs to request modifications to my home?
No, you will not be able to request modifications through MyHousing Repairs.
For standard modifications, you can call the Maintenance Hub on 1800 422 322, or attend your local Homes NSW Housing Office.
More information on home modifications can be found here.
I am in a headlease property. Will I be able to create a repair request?
You can report urgent repairs by calling the Maintenance Hub on 1800 422 322.
All non-urgent repairs should be reported to your local Housing Services Office.
I have an Android phone; why can't I upload multiple files at once?
There is a limitation on Android devices which doesn’t support uploading multiple files at once. You will only be allowed to upload one file at a time.
What are the minimum requirements to be able to use MyHousing Repairs on a mobile device?
To use MyHousing Repairs, you will need to have:
- An iPhone (iOS 13 and above) or Android device (9 and above)
- MyHousing App installed (latest version)
How can I provide feedback on my experience using MyHousing Repairs?
Once you have submitted a repair request, go to the ‘Feedback’ section and click on 'Tell us about your experience'