How to use My Account

Managing your tenancy has never been easier. With My Account, you’re in control - anytime, anywhere.

Register or login to My Account now

We’re committed to giving you more choice and flexibility. That’s why we’re continually improving our digital services – especially in My Account.

While we’re working hard to make sure you can do everything you need online, we want to be clear about what My Account can help you with right now - and where you can access support if required.

Right now, My Account lets you:

• Pay your rent quickly and securely
• Book repairs
• Check your rent balance and download statements instantly
• Update your personal details for you and your household
• Log a complaint in just a few clicks
• View, cancel, or reschedule appointments (up to 24 hours in advance, unless restrictions apply)
• Report antisocial behaviour in your area
• Send enquiries and upload documents directly to us

Important to know: 

For heating issues, health & safety concerns and in cases of emergency, please call us directly on 0300 790 6555.

Need help while using My Account? 

If you can’t complete something in My Account, just click the yellow icon in the bottom right corner to launch AskCiti. AskCiti is our chatbot. It can guide you through using My Account - and if it can’t help, it’ll connect you with a member of our Customer Experience team (available Monday to Friday, 8am–6pm).

Latest improvements to My Account

• Fresh new look – updated colours now match the Citizen website.
• Completed repairs view - easily check the details of repairs that have been finished.
• Household updates – information can be updated for the whole household through My Account.
• Faster performance - improved page loading times for a smoother experience.

Getting started with My Account is quick and simple - you can register online in just a few minutes.

To set up your account, you’ll need to provide:

• Your rent account reference (if you don’t have this handy, just contact us and we’ll help)
• Your name
• Your date of birth
• Your email address

Once you’ve registered, you’ll be ready to manage your tenancy securely, anytime and anywhere.

Register or log into My Account now

No problem - just head to the login page and follow these quick steps:

• Forgotten your username? Click “Forgotten your username” and we’ll send a reminder straight to your registered email.
• Forgotten your password? Click “Forgotten your password” and you’ll receive a temporary password by email. Simply copy and paste it into the login field, then update it to something memorable once you’re signed in.

Keep your details up to date

Log in to My Account and make sure we’ve got the right information for you.

It only takes a few minutes - and by updating your details, you’ll help us ensure our services are fair and inclusive for everyone.

Your information is always kept safe. You can read more in our privacy notice.