Report Repairs via Your Tenant Portal
Your Resident Portal is built around you. Whether you’re reporting a fault for the first time or checking in on a job already underway, everything is in one place — accessible any time, from any device, with no passwords to remember. We use a simple one-time code sent to your mobile, so getting in is always quick and secure
Not sure if you even need an engineer? The portal’s Self-Fix Tool walks you through a few short questions to help diagnose common issues — like a boiler that’s lost pressure or a thermostat that’s gone off-schedule — so you can often resolve things yourself without waiting for a visit.
What’s Available to You in the Portal
- Use the Self-Fix Tool to diagnose issues yourself before booking — no engineer needed for many common faults
- Report a repair across heating, hot water, plumbing, electrical, and safety categories
- Request an engineer callout when a visit is needed
- Reschedule your gas safety appointment at a time that works for you — no need to call
- Track your open and past repairs with live status updates
- Browse our Help & Knowledge Hub — step-by-step guides and short video walkthroughs for the most common home issues
- Message us on WhatsApp to reschedule your gas safety appointment
How to Report a Repair
We’ve kept it as simple as possible — three steps and your request is in.
Log In
Open the portal on any device and enter the one-time code sent to your mobile. No account setup, no forgotten passwords.
Report Your Issue
Select the fault type, describe what's happening in your own words, and upload a photo if you have one. If you're not sure it needs an engineer, try the Self-Fix Tool first — it only takes a minute.
Track It
You'll get a reference number immediately. From there, follow your job's progress in real time and receive updates by SMS, email, or WhatsApp.
All repair requests are triaged based on urgency and your housing provider’s Service Level Agreements (SLAs)
What Counts as an Emergency Repair?
Some issues can’t wait — and we don’t expect you to wait for them. If any of the following apply, report it through the portal straight away and it will be treated as an immediate priority.
- Total loss of heating or hot water — especially during colder months
- Major leaks or flooding inside your property
- Unsafe or exposed electrical wiring
- A front door or entry point that can’t be secured
- Suspected gas leak — leave the property immediately and call the National Gas Emergency line: 0800 111 999
Your Safety is Our Priority
Every engineer who comes to your home has been thoroughly vetted — because you deserve to feel safe and respected in your own space. Before any visit, all VHL engineers are:
Identity verified
Gas Safe and/or NICEIC registered
DBS checked where required
Trained in safeguarding and professional conduct
| Priority Level | Example Issues | Target Response Time |
|---|---|---|
| Emergency | Major leaks, unsafe electrics | Within 4–24 hours |
| Urgent | Loss of partial service | 1–3 working days |
| Routine / Standard | Dripping taps, noisy pipes | Up to 10 working days |
Working in Partnership with Your Housing Provider
VHL Mechanical delivers repair and maintenance services on behalf of Housing Associations and social landlords across London and the South East. Every job is carried out in full compliance with:
- Housing Health and Safety Rating System (HHSRS)
- Gas Safe regulations
- BS 7671 electrical standards
- Safeguarding policies and data protection protocols
Can't Access the Portal?
No smartphone, trouble logging in, or just prefer to speak with someone? Our support team is here to help. You can also reach us directly on WhatsApp — a quick message is often the fastest route to an answer. However you need to get in touch, we'll make it work for you.