Connect FAQs

Connect will start rolling out on 4 June, but we know many people will have questions about the service so we've gathered together our most frequently asked questions. If you need anything else answering, please contact us.

• What's a customer portal?

  Have your ever wished you didn’t have to wait until our phone lines were open so that you could rearrange an appointment you have with us? Or, have you wondered what the position on your rent statement was so you could make a payment?

  Customer portals like Connect, give you easy, secure, online access to a range of our systems 24/7. You don’t need to wait until Monday morning to call us about a repair, you can go online report it and in some cases, even book the appointment to get it fixed, all with just a few clicks.

• Why should I use Connect?

  Connect gives you more control. You can choose when to get something done. Report a repair in the middle of the night, pay your rent on a bank holiday. You don’t need to wait for our office hours or hang around on hold.

  You get quick and easy access to our services at any time 24/7 meaning you can get on with what you want to do.  

• How do I register for Connect?

  We’re sending all our customers an email, text message or letter with a secure personal link. When you receive your personal link, click it and you’ll be guided through the simple registration process.

  This video will help to guide you through the process. 

  If you’d like to get your link earlier or can’t find it. Don’t worry, you can always contact us, and we’ll send it to you.

• What services can I access through Connect?

  Currently in Connect, you can quickly and securely:

  • Report and repair
  • Manage your repair appointments
  • Make a payment or set up a direct debit
  • Check your account statement or print it out yourself
  • Update your personal information and details of members of your household, so that we can stay in touch with you
  • View your rent and service charges, if applicable
  • Check your gas servicing information
  • Send enquires to our team
  • Report damp and mould issues
  • Let us know if we got things wrong or did a great job on a service you’ve received
  • View your documents
• Why can't I access all the services featured in Connect?

  Your access to features within Connect depends on your tenure type or the reason for accessing Connect. We've outlined a breakdown of included features in the table below.

  Feature	Tenant	Leaseholder	Shared Owner
  Report home repairs	✔	✘	✘
  Report communal repairs	✔	✔	✔
  Manage repair appointments	✔	✘	✘
  View your account and make payments	✔	✔	✔
  View and print your statements	✔	✔	✔
  View documents	✔	✔	✔
  View and edit your personal information	✔	✔	✔
  View the energy performance certificate for your home	✔	✔	✔
  Report any issues with damp and mould	✔	✘	✘
  Keep in touch with us via Live Chat	✔	✔	✔
  Keep up to date with the latest news and events	✔	✔	✔

   

• Will Connect work for those with visual impairment

  Yes! We've developed Connect to meet the latest web accessibility requirements giving everyone access to the full functionality. Click on the 'Accessibility' button at the top to open a menu of options that enable you to change the lookout of Connect so that it works for you. This includes: altering the size of the text, changing the colour contrast, adding a magnifying glass and starting audio descriptions. 

• Why do I need a specific link to register for Connect?

  To make registering for Connect simple and secure, we created a personal smart link for each of our customers. The smart link is secure because only you can use it to access your account. Another person’s link won’t work for you and yours won’t work for them.

• Will I still be able to call Alliance?

  Yes. ACT, our customer team is not going anywhere. If you still want to speak to us, then you can still contact us in all the usual ways.

• Can I access Connect on my mobile phone?

  Yes. Connect was built to be mobile friendly. You can use Connect anywhere, anytime with mobile devices such as smartphones or tablets, as well as on your computer.

• Is Connect available as an app?

  Yes. Keep Connect at your fingertips by downloading the Alliance Homes app. You get all the same functionality - but with easier access on your phone or tablet.

  To download the app, simply choose from one of the options below.

     

• Is Connect cyber secure?

  We’re committed to ensuring that your information is protected. Connect has been designed for your safety and security. It uses specialist software that protects your data and manages your information safely.

• Is Connect available in other languages?

  Yes. The default is English, but by clicking the drop down button next to the word 'English' you can choose from a list of more than 100 languages and the whole site will instantly change to that language. 

• How do I access Connect once I leave Alliance?

  Your access to Connect will end when you leave Alliance, if you need any of your Connect information after you leave Alliance please contact us through the live chat function on our website.