IMPORTANT: Period of Reduced Service from 13 to 23 October 2017

Emergency Repairs Only from 13 to 23 October 2017


On Friday 13 October, we’re switching over to a newer version of the computer software we use to manage the 13,000+ properties we look after. During the switch-over there will be a period of “down-time” which will cause some minor disruption to our services, in particular Property Repairs, My Derby Homes and Rent Accounts, although there will be an impact on all aspects of tenancy and property management.

The switchover period/down-time is planned for just over one week, running from:

8am Friday, 13 October to 8am Monday, 23 October 2017

The period of reduced service is necessary to enable all staff to work on the transition to important software that impacts on every aspect of our services. As well as the system going live, staff will be carrying out tests on the various parts of it, ensuring everything works and getting used to new ways of working. Once implemented, the new system will mean better service for customers.

Please help us by not contacting us for anything that isn’t urgent during this time. It is likely that we will experience a high demand for services when we reopen on Monday 23 October. Please bear with us during this period and if possible use our webforms or call later in the week.

Reporting Repairs during this time

We will only be accepting Emergency Repairs from 8am, Friday 13 October to 8am, Monday 23 October.

This means you should only get in touch with us for repairs that do the following, for example:

  • remove immediate danger to people
  • restore essential services
  • avoid major damage to their property, flooding, or make their property secure.
  • deal with gas leaks

If you contact us about non-urgent repairs, we will not be able to help you and you will be advised to report it at a later date.

General Customer Services

During the downtime:

  • Try to contact us for emergency repairs only and no other reason
  • We will not be dealing with non-urgent repairs reported by phone, in person, online or via email
  • Report any non-urgent issues at a later date

You will still be able to make payments for rent or service charges, but access to details about current balances, payment and benefit amounts will be unavailable from Friday 13 October until at least 8am, Monday 23 October.

My Derby Homes – Online Services

As part of the software change, My Derby Homes will be replaced by My Tenancy Online. This is a new, online service similar to My Derby Homes, but with some improved features.

Tenant login details will not transfer onto the new system, so If you’re already registered to My Derby Homes, you will need to re-register for My Tenancy Online. We are contacting people directly to send them joining instructions once the new system is live.

Key dates

  • Friday 29 September: You will no longer be able to register for My Derby Homes
  • Friday 13 October: My Derby Homes will no longer be available
  • Monday 23 October: Tenants will be able to register for the new service: My Tenancy Online

Remember, registering for our online services is a condition of our Get Online Incentive Scheme. If you haven’t registered by 31 March 2018, you won’t qualify for a potential payment of £100. It only takes two minutes, so register as soon as you get the registration email.

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