My Account - your rent & repairs app

Scroll through the questions below to find answers to our most frequently asked questions. Can't see what you're looking for? Call one of our Customer Ambassadors on 0300 303 9848. 

I’ve forgotten my password 

You can reset this on the login page by clicking 'Change your password here' under 'Forgotten your password?' 

I want to change my email address, phone number or password 

You can update any of these from within 'My Profile' 

I want to change the name My Account is using for me 

Please call us on 0300 303 9848, a Customer Ambassador will update this for you. 

I no longer have access to the email address I used to create My Account 

You can update your email address from within your My Account.   

Log in to My Account with your previous email address as normal and then within the ‘My Profile’ section there is an option to update your email address. There is no need to update your password.   

The next time you log into your My Account, you will need to use your new email address. 

I have forgotten my password and I’ve lost access to the email address I used to create My Account 

Contact us on 0300 303 9848 and we will help you to reset your account. 

I'm an iHousing user, what will happen to My Account? 

We are officially switching over to My Account on 18/12/2019 and you will no longer have access to your iHousing account. All the same information plus much more is available in My Account. 
 

I’m being told my repair is an emergency and I need to call you, why? 

We class an emergency as any repair that is required in order to sustain the immediate health, safety or security of the customer at risk or affects the structure of the property. If you call us out of normal business hours, you will be redirected to our emergency out of hours line.  

Why can't I reschedule or cancel my repair? 

You can only reschedule or cancel repairs you have raised yourself through My Account. Please call us on 0300 303 9848 if you wish to discuss or amend an appointment that was booked outside of My Account. 

I can't see the repair type I need 

Please call us on 0300 303 9848 to report this. 

I want to report a repair in a communal space e.g. Communal hallway 

Please call us on 0300 303 9848 to report any repairs in communal areas 

I’ve submitted a payment but it isn't showing on my rent statement or rent balance yet 

It can take up to four working days for your payment to show on your rent balance and statement. This is just while we process the payment in our internal systems. You can see a record of all payments you have submitted to us via My Account on the Payments page - you can find this under 'Rent Account' in the top menu. 

I don't know if my payment was accepted 

Go to the Payments page to see the status of any payments submitted to us, including declined transactions. If the payment does not show in this screen, it has not been submitted. 

Can I enlarge the text in My Account? 

Yes, please see instructions below. 

On a PC  - hover over the right hand side of the screen and click the 'Up' or 'Down' buttons next to the 'Aa' symbol to increase and decrease the font size. 

On a mobile device  - tap 'Tools' in the bottom left of the screen and tap the 'Up' or 'Down' buttons next to the 'Aa' symbol to increase and decrease the font size. 

Can I alter the contrast in My Account? 

Yes, please see instructions below. 

On a PC  - hover over the right hand side of the screen and click 'high contrast' to enable or disable this setting 

On a mobile device  - tap 'Tools' in the bottom left of the screen and tap 'high contrast' to enable or disable this setting