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Receive housing letters online and update your letter delivery preferences

eLetters FAQs

What letters will I receive through SMS?

There are a small number of letters we will send to you via SMS including some arrears letters and dishonoured payment letters.

I want my letters emailed to me, so why am I still receiving some by post?

Some letters are not suitable to be delivered via email so you will receive these by post. For example, if you need to complete and return a form or if the letter needs to be physically signed.

Will I still receive some SMS or email messages if I choose to receive letters by post?

Your letter delivery preferences relate to letters only. From time to time we may need to contact you urgently by SMS or email in relation to urgent business matters. For example, we may contact you by SMS or email to make an offer for a social housing property.

What happens if I don’t have a mobile phone or I haven’t provided it to FACS Housing?

If we do not have your mobile number, your letter will be sent by email.

What happens if I don’t have an email or I haven’t provided it to FACS Housing?

If we do not have your email address, your letter will be delivered by post.

Why has eLetters been introduced?

To provide you with a way to receive your letters in a quicker, more convenient way.

Will I need to provide my phone number and email to FACS Housing?

Yes. If you haven’t provided your contact details to FACS Housing, you will need to provide your mobile number and email address in order to receive letters via SMS and/or email.

Who can I call if I need help or have any questions?

You can call the Housing Contact Centre on 1800 422 322 or speak to staff at your local office for further help

What if I can no longer access my letter that has been sent by email or SMS, can I get another copy from FACS Housing?

Yes, you can speak with your local Client Service Officer and they will be able to help you.

I don’t have any credit on my phone, can I still receive an SMS or email from FACS Housing?

Yes, you will be able to receive SMS and as long as you have access to WiFI you will be able to access your emails.

What if I have changed my mind and no longer want to receive my letters by SMS and or email?

You can click on the unsubscribe link at the bottom of your email. You can also complete the online form to update your letter delivery preferences, call the Housing Contact Centre on 1800 422 322 or visit your local Housing or Housing Pathways office.

When I click the link in my email to access my letter I get an error message and can’t see my letter.

There could be a number of reasons for this. It could be the device you’re using, or there may be a firewall blocking the link or the problem may relate the browser you’re using or the DNS settings in your device. If you cannot access your letter, pop into your local office or ring them, and they will retrieve the letter for you and print it for you or post it to you if that is your preference.

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Last updated: 24 Sep 2019