We listened to you: See the latest My Account improvements

One of the biggest changes is that you can now see and track your complaints directly in My Account. 

You told us you wanted to feel confident that your complaint had been received and to understand what was happening next because previously, it wasn’t always clear.  

This improvement came from feedback shared through our Customer Scrutiny Panel, when they reviewed our complaints communications.  

They told us that the complaints process wasn’t visible enough in My Account. Customers needed clearer acknowledgement in My Account and better visibility of progress. 

So we made changes. Now you can: 

There’s no more wondering what stage things are at. If you have an open complaint, simply log into My Account, go to Enquiries and Cases, and select View Case Details to see the latest updates. Learn more about how we handle complaints. 

If you live in a new-build home that’s still within its first-year warranty, you can now report repairs which aren’t emergencies directly through My Account. 

This feature was developed after hearing directly from customers living in new-build homes. You told us you wanted a quicker, easier way to report issues without needing to call. 

Now you can: 

We’ve also introduced a new property details page in My Account, which you’ll find in the main menu. 

This page helps you quickly find important information about your home without needing to contact us. 

Depending on your property, you may be able to see: 

You told us that having this information easily available would help you feel more informed and confident about your home. This page is designed to give you answers quickly, whenever you need them. 

These improvements are here because you asked for them. 

Some changes came from recommendations made by our Customer Scrutiny Panel, while others were shaped directly by feedback from customers living in new-build homes. 

Your ideas help us improve our services and make My Account a place where you can quickly find information, manage your home and get the support you need. 

While you’re exploring these new features, it’s also a good time to check your personal and household details are up to date, so we can make sure we have the right information to support you. 

If you’re not already registered, you can sign up for My Account today to start using these new features. If you already have an account, simply log in and take a look around. And please keep sharing your feedback with us, it helps us keep improving.