The NCH App is here!

We’re proud to launch the first-ever NCH App, giving you the ability to access many of our services 24/7 – at a time and place that suits you.  

By downloading the NCH App, you can:

  • Book, track, and reschedule routine repairs through a live booking system which updates with the latest appointments available
  • Make a payment and view charges and payments you’ve made
  • Message us directly and receive group messages for important updates
  • Sign up to community events
  • View important documents

We’re introducing the App through our online NCH Connected Facebook community first – this is so we can keep improving and testing the App, to make sure it’s providing a great experience for our customers.

If you’d like to download the App, click here to join our NCH Connected customer community.


The NCH App: Frequently Asked Questions 

Why have you developed a new App?
You told us that you’d like easier ways to get in touch with us to do things like pay your rent or report a repair. With more technology now available, we have introduced a modern and user-friendly customer App. The App has been specifically developed for housing associations and is designed to meet the needs of our customers.

How will it save me time?
As the NCH App is downloaded onto a smartphone or tablet, you can access services at the touch of a button, anywhere and anytime, without having to call our customer contact centre. This means that you can access the services on the App 24/7 to suit you, even when the customer service centre is closed.

How do I download the NCH App?
Members of our NCH Connected Facebook community can contact us to request access to the NCH App. You’ll be e-mailed a link to complete your registration and set your password, before you’re given the link to download the App from either the App store (Apple), or the play store (Android). This is so we can make sure your account is set up with all of your information.

How do I book a routine repair from the NCH App?
You can use the NCH App to report routine (non-emergency) repairs. A routine repair is something which has no immediate risk to health, safety, or security of a customer or third party and has no immediate effect to the structure of the building.

Click ‘Report any Repairs' from the home page and follow the on-screen instructions. The App will ask you some questions to find out what repair you need; you can also enter your own description of the fault and attach up to three photographs or video clips.

The App will then offer you a choice of available repair appointment times so that you can pick the most convenient one for you.

What do I do if my repair is an emergency?
Please do not use the App to report an emergency repair. We define an emergency as any defect which has an immediate risk to the health, safety, or security of a customer or third party and/or affects the structure of the building.

If you believe that your repair is an emergency, please call 01633 381111 to speak to our customer service team. You should not use the NCH App to report an emergency.

I can’t find my repair on the NCH App
Some minor repairs are the responsibility of our customers to carry out to maintain their homes in a good condition, and these repairs are not included in the App – for example, this would include changing a broken toilet seat.

How do I check when my repair appointment is?

  • Click the repairs button on the App home screen. That will take you to the repairs page
  • Click on ‘My recent repairs’ and you will see all your repair bookings since the App has gone live with the appointment day and time

How do I change my repair appointment?

  • Click the repairs button on the App home screen. That will take you to the repairs page
  • Click on ‘My recent repairs’ and you will see all your repair bookings since the App has gone live with the appointment day and time
  • Click on the repair that you want to change and follow the on-screen instructions to reschedule your repair to a more convenient time for you.

How do I pay my rent via the NCH App?
The App has a ‘Pay My Rent’ service

  • From the home screen click on the “Rent” button which will take you to your rent overview area
  • From here, click on ‘Pay My Rent’ and follow the on-screen instructions.

The App creates a secure link to our payment provider Pay360, enabling you to make a payment safely.

The App allows you to pay the full balance outstanding, your regular rent payment or ‘other amount’ set by yourself. 

To view your rent account, from the home screen click on the “Rent” button which will take you to your rent overview area. From here click on “View Rent History”. This will take you to a view of your rent history and current balance. You can use the “Date Filter” here to change the dates of your rent history.

How do I message you?
You can send a message to our Customer Services team on the App.

  • Click on the ‘Contact Us’ button at the bottom of your App home screen.
  • To create a new message, select ‘New Message’ and follow the on-screen instructions.
  • Once complete a message will be sent to our Customer Services Team who will message you back on the App within one working day (does not include weekends or bank holidays).
  • If you are messaging about an emergency repair or situation, please call 01633 381111.
  • To look at any previous messages, click on ‘All Messages’

What is the group message function?
The Group message function can be used by NCH to send the same message to a group of customers. This could be to let you know about an event in your community, or it could be to advise a whole area about an issue that may affect them.

  • To view any group messages, click on ‘Access all my messages’ on the home screen. After this click on “Group” and it will show any group messages that have been sent to you.
  • You will be notified via the App if you have any group messages through. You cannot reply to the whole group on the message but can reply to NCH if needed.

How to sign up to events in your community

Any events in your community will be advertised on your App.

  • To look for these click the ‘Community’ button on your home page. This will bring you to your community overview.
  • On this page you can click ‘View all Events’ to see what is going on in your community.
  • If you are interested in attending one of these events let us know by clicking on the event and selecting ‘Register’ and ‘Submit’.

I want to view important documents

The NCH App allows you to view public and personal documents that are linked to you.

  • To do this click on the burger menu on your home screen. The burger menu is the circle in at the bottom centre of your App.
  • This will bring up a menu which gives you options to view ‘Public Documents’ or view ‘Personal Correspondence’
  • Click on the relevant section to view your documents.

I need to update my personal details
The App relies on the information we have on your current telephone number and email address.

If you change either of these, use the App to send us a message so that the customer service team can update your personal details. 

You can view our privacy notice here.

Is the NCH App secure?
Yes. You log in to the App using your email address and the password you chose during the registration process. You can change your password at any time. Industry strength methods are used to encrypt, transmit and store your data.

There may be times when the NCH App will be unavailable for technical maintenance or updates. When this happens, we will try to give you as much notice as possible, using the NCH App messaging service.

If you have a technical problem with the NCH App, please report it here [email protected]

I don’t have access to the internet, can I still get the NCH App?
You will need internet access to set up your NCH App and to use it.

We encourage all customers to use the NCH App as the easiest way to contact us. However, we completely understand that not everyone has access to the internet, a smartphone or compatible device.

If this applies to you, you can:

☎️ Call us: 01633 381 111





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