Support
Who to contact first
If you are using DoorHop through a letting agency, landlord, housing provider, programme, or council, contact that organisation first for case-specific help.
General platform support is provided through the DoorHop operator running this workspace. If no separate support inbox is shown in your portal or messages, contact the agency, landlord, housing provider, programme, or council handling your case first.
Use this route for account access issues, page errors, missing records, workflow confusion, or general platform questions.
Help
What support can help with
- Sign-in problems, password reset issues, or account verification delays.
- Application, document, agreement, maintenance, or portal access questions.
- Accessibility barriers or requests for assisted access.
- Questions about which organisation is operating the workspace.
Report
Report a problem
If something is broken, misleading, or missing, include enough detail for the issue to be reproduced quickly.
- What you were trying to do.
- Which page or workflow was affected.
- The date and approximate time of the issue.
- Any error text, screenshots, or browser or device details you can safely share.
Do not send passwords or unnecessary sensitive personal data in a support message.
Safeguarding
Safeguarding and misuse concerns
Raise a safeguarding or misuse report if you see abusive messaging, impersonation, suspicious access, harmful uploaded material, or activity that could put a tenant, landlord, team member, or household at risk.
- If there is immediate danger, contact local emergency services or the appropriate local safeguarding route without waiting for a platform response.
- Where possible, report the workspace, page, message, or account involved and explain why the activity is unsafe.
- If a council, programme, or housing provider operates the service, follow that organisation's safeguarding and incident process as well.
Response
What to expect after reporting
Response times depend on the operator and the seriousness of the issue. Account access, live tenancy problems, and safeguarding concerns should be prioritised over general queries.
Some issues may need to be handled by the agency, landlord, housing team, or council running the workspace rather than by the underlying platform alone.