MyHome Service Update

What’s happening with MyHome? 

Over the weekend, we transferred MyHome to a new platform. It still has all the features you love, but we’ve made some improvements that will really benefit our customers. We’ve improved security by adding multi-factor authentication and made the navigation clearer and easier to use. Whilst this work was being done, MyHome was not available. 

We’ve experienced some delays in getting MyHome’s performance back up to its usual speed. We’re working with our partners, Plentific, on resolving this, but this means you might still find it’s slow to log in, or you may experience other issues, for the next few days.  

We have some planned maintenance scheduled from 6pm on Friday night, during which time MyHome and our Customer Service Centre won’t be available. The Customer Service Centre will be back online on Saturday at 9am and MyHome should be available on Monday 12th August. If you have an emergency, we are still available by phone 24/7. 

I wasn’t able to get in earlier in the week 

Lots of customers tried to log in earlier in the week after the upgrade which meant the system was slow and unfortunately couldn’t keep up with the demand.  

If you got an error message saying that we were unable to match these details with a customer account, please make sure you’re using the correct username (you can find this in the email we sent you on Monday) and try again. 

I’ve not been able to log in and pay my rent 

If you need an alternative way to pay your rent, you can download the Allpay App to your phone, or call 0330 0416497. You’ll just need your 19-digit reference number from your payment card.
 

How do I log in? 

If you’ve logged in successfully  at any point since Monday 5th August, there’s nothing else you need to do at the moment.  

If you haven’t logged in this week, you don’t need to do anything right now, but next time you’d like to use MyHome you’ll need to reset your password for security. Simply visit the MyHome homepage and click “forgot my password” to get started. Please make sure you’re using the correct username (you can find this in the email we sent you on Monday). 

I got an email saying an account had been created for me, but I already have an account? 

You will have received an email from our partners at Plentific saying a site administrator at Stonewater has created a MyHome account for you. We’re really sorry if this confused you, it should have been clearer that your existing account had been migrated to the new platform.  

My link has expired 

That’s not a problem! You can get in by resetting your password using the username you received by email on Monday. Just visit myhome.stonewater.org and click “forgot my password” to get started. 

Where should I go for updates? 

We’ll post further updates about MyHome on Stonewater.org, Customer Hubb, Facebook and X.