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Online Repairs Service (Web GRO)

The Web GRO is a new online repairs service available to tenants and leaseholders of Hounslow Homes. Users will be able to log in through the external Hounslow Homes website, and using a series of images, order a repair and book appointments online.

Click on a link to view the information on this page:

Report a repair online

About the Graphical Repairs Ordering system

Help and Advice for users

Frequently Asked Questions

Passwords/User accounts

Queries regarding repairs ordered online.

Repairs you cannot request online

Rechargeable Repairs

About the Graphical Repairs Ordering system

The Graphical Repairs Ordering system (GRO) is an online repairs service for use by Hounslow Homes tenants and leaseholders.

Through a series of images, you will be able to identify and report repairs to:

  • Your home (if you are a tenant)
  • the communal area/estate where you live
  • your garage (if you rent one from us).

You will also be able to:

  • Look at the repairs history for your property (if you are a tenant) communal area/block or garage
  • check the job details and appointments of repairs you have ordered
  • request a repair or inspection for your property or communal area
  • book your own appointments

If you are a Leaseholder, you will also be able to raise repairs, but not to your own property.

There is also a 'Try it Out' practice area, where you can play with the system and practice raising an order and booking appointments. The practice system will not store any orders raised or appointments booked.

You may not have access to a computer and/or the Internet from home. Provided you have Your PIN number and password, you can use any pc with internet access such as libraries, internet cafes, your workplace (provided you have permission) or a pc at a neighbour/relatives home.

The Online Repairs Service should not be used if you consider the problem to be an emergency. All emergency repairs should be reported to the Customer Service Centre (0800 085 65 75 or 0208 583 2222 if out of hours).

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Help and Advice for Users

Throughout the system, help and advice sheets have been created to guide you on how to raise orders through the GRO, as well as providing information on different types of repairs.

The advice sheets are displayed on screen throughout the GRO automatically for certain repairs, such as heating, glazing, electrical and plumbing problems. The sheets will also advise you what to do if a your repair is an emergency, or if the repair is your responsibility.

Help on using the GRO is also available throughout the system. For help, you can click on a help icon (that looks like a question mark (?)) and a help sheet with information and guidance for the page you are on is displayed.

A user guide for GRO is also available on line. The guide contains information about the service and step by step instructions on how to use the GRO to raise a repair.

Translated versions of the user guide have also been produced in:

To view the user guide (English version), click HERE, or click on the translation above to view the user guide in the selected language.

These user guides are also available on the log in page of the Web GRO

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Frequently Asked Questions

To help you with any questions you might have about the service, a list of Frequently Asked Questions has been compiled.


The Frequently Asked Questions can be viewed by clicking on the page link on the left, or by the link below:

Frequently Asked Questions

If you have a query not listed in the Frequently ask questions, you can e-mail your question to the Customer Service Centre at housing.repairs@hounslowhomes.org.uk, or contact the Customer Service Centre on freephone 0800 085 65 75

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Passwords/User accounts

To use the service, you will need a user account and password. Your user account will be your personal identification number, also known as your PIN.

Your user account is personal to you and is used to ensure that you are able to raise repairs against your property, the communal area / estate where you live, or your garage (if you rent one from us). It will also allow you to view the repairs history for those locations.

If you do not have a user account or password please email your name and address to the Customer Service Centre at the following address:


Alternatively, you can contact the Customer Service Centre direct on free phone 0800 085 65 75. Please tell us your full name and address.

For security reasons your user account details and password will be sent to you by post.

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Queries regarding repairs ordered on line

If you have a query regarding a repair you ordered on line, you will still be able to contact the Customer Service Centre on the free phone number (0800 085 65 75). Alternatively, you can e-mail your query regarding the Online Service or any repairs to the Customer Service Centre housing.repairs@hounslowhomes.org.uk

You may also need to contact us because:

  • You have lost/forgotten your password
  • You are a new tenant/leaseholder and do not have a PIN or password
  • You have received your PIN and password but the details are incorrect
  • You have been unable to order a repair/book appointments as you have received an error message from the system.

If you need to contact us about any queries, please tell us:

  • Your name and address
  • Your PIN number (if you know it)
  • Your contact number or e-mail address
  • The details of your query,
  • If you have received an error message, the message you received and at what point when raising a repair you received the message.

Contact the Customer Service Centre on free phone 0800 085 65 75 or e-mail your query to the Customer Service Centre at housing.repairs@hounslowhomes.org.uk

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Repairs you cannot request through the Web GRO

As some of the repairs we carry out require a Technical Inspection, work by an external contractor or may require a visit from more than one type of operative, in these instances you will not be able to raise a repair.

You will still need to contact the Customer Service Centre for the following repairs:

  • Replacement of large items such as baths and doors and any extensive repairs or works such as adaptations. You will, however, be able to request a Technical Inspection.  The inspector will order any necessary repairs following his visit.
  • Report heating faults - Different properties have different types of heating systems, including individual or District Heating. Some of these systems are maintained by contractors. As there is more than one service provider for heating (including Hounslow Homes) repairs will need to be reported direct to the contractor for your area or the Repairs Call Centre. If you are unsure, please see the Heating information page.
  • Repairs to leaseholder properties - If you are a leaseholder, you are responsible for your own repairs. For more information, see your Leaseholders Handbook, or see the Leaseholder Repairs page (Click HERE to view)
  • Cancellation of Jobs - If you decide that you do not wish for a repair you have requested to be carried out, or you need to rearrange an appointment, you will need to contact the Customer Service Centre. When a job is raised, links to several systems we use are created, which can only be cancelled by Service Centre staff.
  • Emergency Repairs - The Web GRO will book appointments for all repairs ordered through the system. If you consider your repair to be an emergency, you should contact the Cutsomer Service Centre immediately on 0800 085 65 75 (or out of hours service on 0208 583 2222) to ensure an appropriate response.

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Rechargeable Repairs

When using the Online Repairs Service, you may select a repair that is rechargeable. These are usually repairs to a flat or house (if you are a tenant). If this happens, we will let you know. You will still have the choice to cancel the repair order.

If you feel that the repair should not be rechargeable, contact the Customer Service Centre on free phone 0800 085 65 75 with the details of your repair. A visit from a Technical Inspector may be needed to determine responsibility.

For more information about recharges and paying for repairs, please select the link on the left or click HERE to view this page. You can also refer to your Repairs Handbook for further details.


You will be recharged for a repair if the repair is necessary through the fault of you, anyone living with you or a visitor to the property.

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