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.