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My Account FAQ's

I already have a My Account. Do I need to create a new account with new login details?

No, but you will be asked to sign up to the new terms and conditions, and set a new password reset question such as ‘what was your mother’s maiden name’

No services will be interrupted, and you will be able to access them as normal.

If I log in with my Facebook or Google+ account, will the name and photo I use in my social media name be what the council uses?

When you set up a My Account, you will be asked to enter your first name and last name. If you chose sign in with Facebook or Google, this replaces the password and security questions. You will still be asked to enter your first name and last name and these details are not taken from your Facebook or Google account. My Account does not use any profile picture. Your social media profile picture will not appear or be saved in My Account.

If I log in with my Facebook or Google+ account, will the council give my account data these sites?

No. The Council will not share your My Account data with Facebook or Google.

The Council’s website uses Google Analytics. This does not include personal information. See our privacy policy for more details.

Both Facebook and Google may track the sites you have logged onto using your accounts. See their privacy policies for more information.

If I log in with my Facebook or Google+ account, will the Council see or have access to my password?

No, the Council will not see or have access to your password. When you use “sign in with Facebook” or “sign in with Google” to log into My Account you will be asked to log into Facebook or Google. They then confirm to My Account you have signed in, and you are logged into My Account automatically.

If I log in with my Facebook or Google+ account, will the Council save any information from my social media account?

If you use Facebook or Google account to log into My Account, your Google e-mail address or the e-mail address for your Facebook account will be passed to the Council. We will use this to contact you about your My Account. See our privacy policy for more details of how we process personal data.

If you use Facebook to log in, the Council will have access to your public profile information. This includes your name, profile picture, age range, language, country, and other public info. This is information that is already public and can be seen by any website which uses Facebook to log in. This information will not be used or stored by the Council. See Facebook’s help pages for more information.

How do I choose a password for My Account?

Strong passwords help maintain good security so your password should be:

  • at least 8 characters
  • a mix of upper and lower case letters
  • a number or one of these special characters !”£$^&

If you forget your password, simply select the 'Forgotten password?' link on the My account login page.

How do I enrol to see my Council Tax information on My Account?

To enrol for council tax you will first need to have registered for My Account.
Once you have registered, select Council Tax on the My Account homepage and then click activate account.

Details of your name and postcode should appear from your registration details. You will need to enter a valid Council Tax reference number, so please also have this at hand.

In order to successfully enrol for Council Tax services online, you must ensure or edit your profile details to match the full name and address details as they are recorded on your Council Tax account or your Council Tax bill.

Things to check:

  • Your initial and not your first name may be recorded.  Please try to enrol again while using just your initial (you will need to edit your My Account profile first).
  • You may have provided us with a middle name. Try to enrol again using both your first and middle names or initials where applicable (you will need to edit your My Account profile first).
  • See how you entered the house or building number. If you live in a flat, you only need to enter the building name or street number NOT the flat number.

Please see examples below:

  • 1 Smith Street – enter ‘1’ into the house/building number or name field
  • Flat 3, 1 Smith Street - enter ‘1’ into the house/building number or name field NOT ‘3’
  • Flat 3 Barnet Court, Smith Street – enter Barnet Court into the house/building number or name field
  • Barnet House, 1 Smith Street - enter ‘1’ or "Barnet House" into the house/building number or name field

If you are still having difficulties enrolling for the service after following the above instructions, please call us on 0208 359 2608 to confirm your full name and address details as they are recorded on the Council Tax system.  Our agents will guide you through the process.

When enrolled the essential information about your council tax account will be displayed. You can view details about your property banding, your last payment and your yearly account information, etc.

What should I do if I am unable to register for Council Tax services on My Account?

There may be several reasons why your enrolment has not been successful.

You may need to edit your My Account profile details to match the details (first name, middle name or initials, surname, full address details and so on) as they are recorded on your Council Tax account or your Council Tax bill. For example:

  • make sure you do not enter a title (Mr, Ms, Mrs and so on) in the 'Forename' field
  • if you enter your middle name use the Forename field
  • if we only hold your initial and not your first name you will need to try again using just your initial after you have edited your My Account profile
  • if you have provided us with a middle name try again using both your first and middle names in the Forename field or your initials after you have edited My Account profile
  • check how you entered the house or building number. If you live in a flat, you only need to enter the building name or street number NOT the flat number.

Examples of ways to input your address:

  • 1 Smith Street – enter ‘1’ into the house/building number or name field
  • Flat 3, 1 Smith Street - enter ‘1’ into the house/building number or name field NOT ‘3’
  • Flat 1, Barnet House, Barnet Road - enter 'Flat 1 Barnet House' into the house//building number or name field
  • Flat 3, Barnet Court, Smith Street - enter Barnet Court into the house/building number or name field
  • Barnet House, 1 Smith Street - enter ‘1’ into the house/building number or name field
  • 11B Barnet House, Barnet Road - enter '11B' into the house/building number or name field
  • 11B Barnet House, Barnet Road - enter 'Barnet House'  or '11B Barnet House' into the house/building number or name field

If you still have difficulties enrolling for the service after following the above instructions, please call us on 0208 359 2608. We will ask you to confirm your details as they are recorded on our system.  Our agents will guide you through the process.

How can I apply for Housing Benefit and/or Council Tax support online?

Apply for Housing Benefit and/or Council Tax support online

You will need to tell us about your current circumstances during the application process.

How do I enrol to see my Housing Benefit and/or Council Tax support information on My Account?

To enrol for Benefits you will first need to have registered for My Account.
Once you have registered, select Benefits on the My Account homepage and then click activate account.

Details of your name and postcode should appear from your registration details. You will need to enter a valid Benefits reference number and your National Insurance (NI) number, so please also have these at hand.

In order to successfully enrol for Benefit services online, you must ensure or edit your profile details to match the full name and address details as they are recorded on your benefit account or your statement.

Things to check:

  • Your initial and not your first name may be recorded.  Please try to enrol again while using just your initial (you will need to edit your My Account profile first).
  • You may have provided us with a middle name. Try to enrol again using both your first and middle names or initials where applicable (you will need to edit your My Account profile first).
  • See how you entered the house or building number. If you live in a flat, you only need to enter the building name or street number NOT the flat number.

Please see examples below:

  • 1 Smith Street – enter ‘1’ into the house/building number or name field
  • Flat 3, 1 Smith Street - enter ‘1’ into the house/building number or name field NOT ‘3’
  • Flat 3 Barnet Court, Smith Street – enter Barnet Court into the house/building number or name field
  • Barnet House, 1 Smith Street - enter ‘1’ or "Barnet House" into the house/building number or name field

If you are still having difficulties enrolling for the service after following the above instructions, please call us on 0208 359 2111 to confirm your full name and address details as they are recorded on the Benefit system.  Our agents will guide you through the process.

When enrolled, the essential information about your benefit account will be displayed where you will be able to view the details about your housing benefit and/or council tax support, your last payment, your weekly entitlements and payment frequency.

How do I report a problem with using the request a new library card online form?

When requesting a new library card it is important to provide us with the key information so that we can process your request.

Please check the form and ensure that all of the required information has been provided.

If a red asterisk * is shown next to the text box, please provide the information as requested. Here is a list of some of the key information we need:

  • Your name
  • The name of the person you are applying for
  • Email address
  • Agreement with the terms and conditions statement

 Please select the back arrow on your browser to return to the online form.

If the issue is not related to the above then please report this by selecting the contact us link also located on the left side of this page, completing the form and providing details of where and why you believe your account information to be incorrect.

How do I report a problem with paying my Council Tax online?

When using the payment for Council Tax online form it is important to provide us with key information that we will need to process the payment.

If an asterisk (*) is shown next to the text box please provide the necessary information, such as:

  • your Council Tax reference number
  • your name,  address and postcode
  • the amount you want to pay.

If the issue is not related to the above, you can report this via the 'Contact us' link on the left-hand side of this page. Please provide details about why you think there is a problem with the form.

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