Online Tenant Self-Serve
My Home is a new online service that makes it easier for OCH tenants to access services and connect with us.
Current or former OCH tenants can:
- Check account balances and transactions relating to their rent
- Get information to sign up for electronic rent payment
- View and update their contact details
- Check the status of your repairs
- Request non-urgent repairs to your home
My Home – Frequently Asked Questions (FAQ)
WHY IS OCH LAUNCHING AN ON-LINE TENANT PORTAL?
It gives tenants access to various services at any time from the comfort of their home or anywhere where Internet service is available.
WHAT SERVICES CAN I ACCESS WHEN I CLICK ON A TILE ON THE SUMMARY PAGE?
You can access the following services directly from the new online self-serve portal for tenants:
- MY ACCOUNT (view details of your rent account, sigh up for pre-authorized payment)
- MY CONTACT DETAILS (update your coordinates)
- MY REPAIRS (report a non-urgent repair)
- MY TENANCY (find information on your tenancy address and parking space)
- HELP (find information on My Home)
- CONTACT OCH (find out the many ways you can connect with us)
- OCH TENANT RESOURCES (Quick link to tenant newsletters, brochures, guides, etc.)
- FORMS (download tenant forms)
- THE OTTAWA REGISTRY (Direct access to the Social Housing Registry of Ottawa site to apply for social housing)
WHAT LANGUAGES ARE AVAILABLE IN MY HOME?
The “My Home” self-serve is currently available in English and French.
Create a MY HOME account
HOW DO OCH TENANTS REGISTER FOR MY HOME?
To create an account, you must be an OCH tenant, have an email address and create a password.
You will also need the following information, which must match our tenant record:
- first name
- last name
- birth date
- payment reference number
Check out the step-by-step guide on how to register HERE.
WHERE DO I FIND MY PAYMENT REFERENCE NUMBER TO REGISTER?
You will receive a letter from OCH with this information in early May. The letter will include all the information you will need to register for My Home.
WHAT IF I FORGET MY PASSWORD?
You will be able to reset your password.
CAN OTHER MEMBERS OF MY HOUSEHOLD REGISTER FOR MY HOME?
Yes. They must have signed the lease with OCH as well and have an email address.
OR WATCH THE HOW-TO VIDEO
About MY ACCOUNT
WHAT INFORMATION WILL I FIND ON “MY ACCOUNT”?
This section will show the balance for each of your accounts (rent, repair chargebacks, legal).
If your accounts are up-to-date and in good standing, the balance should be $0. Amounts that are owing will show up in “red.”
MY ACCOUNT SHOWS A BALANCE THAT SEEMS WRONG. HOW CAN I CLARIFY THIS?
Please contact a Tenant Debt Resolution Coordinator at OCH during business hours (Monday to Friday 8:30 am – 4:30 pm) at 613-731-1182 option 4.
CAN I SIGN UP FOR PRE-AUTHORIZED PAYMENTS (PAP) THROUGH MY HOME?
Yes. In this section, you will find information on how to sign up and a downloadable form that you will be able to complete and send to OCH.
CAN I GET A COPY OF MY RENT ACCOUNT STATEMENT THROUGH MY HOME?
No. You will be able to view the charges and payments on your Account for the past 12 months. You cannot get a printable statement for the time being. This is a feature we will be working on in the future.
WATCH HOW TO NAVIGATE THE MY ACCOUNT PAGE
About MY CONTACT DETAILS
WHAT PERSONAL INFORMATION CAN I UPDATE ON MY HOME?
You will be able to update or add phone numbers, emergency contact information and your email address.
HOW WILL OCH KNOW THAT I HAVE UPDATED INFORMATION?
Once you update information through My Home > My Contact Details, it will automatically update your file in our database.
HOW MANY TIMES CAN I UPDATE MY CONTACT DETAILS?
As many times as you need to. We must have the most current information to provide you with the best service possible or communicate important information to you promptly.
WATCH THE VIDEO ON MY CONTACT DETAILS
About MY REPAIRS[AVAILABLE SOON]
Given the Covid 19 pandemic and public health restrictions, all maintenance service requests must be called in through the 24/7 Call Centre at 613-731-1182. Tenants will be able to request non-urgent repairs online through My Home – My repairs when restrictions change. Thank you for your patience and understanding.
WHAT KIND OF REPAIRS CAN TENANTS REQUEST THROUGH MY HOME?
Once you have created your account, you can request the most popular, non-urgent or regular repairs using self-serve.
A visual menu is also available for your convenience. It can help you choose the type of repair you need to have done.
WHAT IF I CANNOT FIND MY REPAIR REQUEST IN MY HOME?
If you cannot find the description or picture for a repair request that you may have, please call the OCH Call Centre at 613-731-1182 option 2 to request your repair. Only the most requested routine repairs are available at this time.
WHAT IF MY REPAIR NEEDS TO BE DONE URGENTLY?
To assign priority accordingly, please contact the 24/7 OCH Call Centre for all urgent or emergency-type repairs.
WHAT IS A ROUTINE / REGULAR REPAIR?
A routine or regular repair would include a leaking tap, torn screen on a window, or a blocked toilet that is not overflowing. You can find additional information on OCH Service Standards here: Maintenance and Repairs – OCH.
CAN I SEE THE STATUS OF REPAIR REQUESTS FOR MY HOME?
Yes. All work orders for your home will be listed in the Repairs Summary page with their status. You can also view more details about the work order, such as a tentative date for the work to be completed or the date the work was completed.
WHAT ABOUT ACCESS TO MY HOME TO DO THE REPAIR?
When you fill out an online Repair Request through My Home, you must indicate whether you give us permission to enter your home to complete your maintenance and pest request. There are 3 options to pick from about access tp your home, you must pick one of them.
If you give us permission, we will enter your home to do the requested repair(s). You can check back on the My Repairs page to see when your repair request is scheduled. Please note that the tentative scheduled date and time are subject to change.
WHAT IF I DON’T GIVE OCH PERMISSION TO ENTER?
If you do not pick the option which would allow OCH staff to enter your home, we will still schedule a maintenance worker to see you. He/she will only come in if you allow them to for the repair to be done.
If you did not allow us to enter and are not home at the time of the scheduled visit, we would send you a 24-hour notice with a new date and time for the repair to be done as required by law.
You can also ask for a “24-hour notice” in writing with a date and time before OCH comes to your home.
CAN I REQUEST MORE THAN ONE REPAIR AT A TIME ONLINE?
Yes. You can include up to 5 different repair requests in one basket. However, you cannot mix a Pest request with any other type of repairs in the same basket. Pest-related requests must be requested separately and then put in a basket.
Check out the video to show you how to request repairs through My Home.