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Frequently asked questions

We have put together some frequently asked questions below...

 

If you have other questions about your account please contact us.

 

How often is account information updated?

Financial information is updated several times during the day (Monday-Friday). Personal data in the my acount section is updated overnight.

Depending on when and how you made a payment, it may take a few working days before it appears on your account.

 

I made a payment yesterday. Why isn't it showing on my statement yet?

Once a payment is made it first has to be processed and received into our bank account before it is update on our system. Depending when and how you made your payment it may take a few days before it appears on your account statement and your balance is updated.

If you receive Housing Benefit this may not have been paid in before your current balance was updated.

If you still have questions or concerns about your rent account please contact us.

 

I pay regularly by Direct Debit so why does my account show me in arrears?

Your Direct Debit payments are spread equally across a 12 month period, so that at the end of the financial year (April-March) your rent account will be paid in full.

This does mean that your account may show in arrears between payments.

If you still have questions or concerns about your rent account please contact us.

 

Some of the details you have on the My account page are wrong, how can I change them?

This information here is the information you provided when you began your tenancy, or has been taken from a recent household survey.

If the details need updating please contact us and we'll change the information on our system. It may take up to 48 hours for the change to appear in your online account. 

 

Can I change the email address I use to log in?

Yes. Please visit the Your personal details page and change your email account. Once changed you can log in using your new email address.

If you need to change your password please follow the Forgot password process (next to the login area).

 

Can other people in my household create an online account?

You can only register for an online account if you are a main or joint tenancy holder (named on the tenancy). Other people in the household will not be able to create an account.

If you decide to allow other people in your household to access your online account, it is your responsibility to ensure they keep your password secure.

 

How secure is your website?

We ensure all information on our website and our internal systems is kept strictly confidential and managed in accordance with the Data Protection Act 1998.

Our website uses SSL (Secure Sockets Layer) technology. This ensures that all data passed between the web server and browsers remains private.

It is very important that you keep your password secure and do not write it down or tell anyone unless you want them to be able to access your account on your behalf.

Please log in to view this page

To see this page you'll need to login to your account (what is this?using the login boxes above.

If you've not yet created an account please visit the Register for an account page.

If you have an emergency repair or other urgent need please contact us by phone.