Customer support

You will have access to our online portal 24 hours after you move into your home. You can register or login here so that you can access our services at a time that suits you. You'll be able to:

•  Pay your rent online  
•  View your rent statement
•  Request a repair
•  View your documents
•  View a copy of your tenancy agreement

And much more besides...

We aim to acknowledge receipt of your enquiry within one working day and will inform you of the next steps. We will also:

- Respond to emergency repairs within 24 hours
- Complete routine repairs within 20 working days

There's more information about our services in our Customer hub.

You can report defects or repairs through My Sage Home. In an emergency, please call 020 8168 0500. 

If you are a Shared Ownership customer outside of your Defects Liability Period, you are responsible for repairs and maintenance to your home. You can still, however, report issues  with communal areas. 

Speak to someone

You can speak to our Customer Care Team between 8am and 5.30pm weekdays - call us on 020 8168 0500. If you have an urgent request outside these times, your call will be diverted to our out-of-hours service.

Make a complaint

You can make a complaint through My Sage Home. You can find out more about our complaints process here.

Buying more shares in a Shared Ownership property is called ‘staircasing’. If you are interested in staircasing, then you can find more detailed information here.  You can also find out more in our Guide to Staircasing.

If you want to sell your Shared Ownership home, please read our Guide to Reselling.

If you want to move to another Sage Home property you could consider a mutual exchange. This is a mutually agreed ‘home swap’ between two or more customers who hold an assured (fully or flexible) or secure tenancy in the social and affordable housing sector. You can find more information here