My Account support

Getting started with using My Account? Check out our handy user guide below.

My Account - getting started

This page provides a handy quick start guide for new users of My Account. If you're registering your new account, or logging back in, the steps below should help you on your way.

If you need a little bit of extra assistance, please complete the form at the bottom of this page to send your query to a member of our team, who will be in touch to provide advice and help.

Using My Account for the first time

Stage 1

Logging in to My Account for the first timeOn the right-hand side of the My Account login page, where it says First Time User enter:

  • Your registration ID
  • Your activation password (this is case sensitive)
  • Your date of birth
  • Then, click Register to go to the next stage.

Stage 2

If we hold your email address on file

  • You will see your email address in the Confirm email address box.
  • Enter a new password
  • Click Enter on your keyboard or tap Done if using a smartphone

If we don't hold your email address on file  

  • Enter your email address in the Confirm email address box.
  • Your email address will then be registered to your account.
  • Enter a new password
  • Click Enter on your keyboard or tap Done if using a smartphone

Please register with a unique email address that isn’t already registered to My Account


Using My Account as a returning user

Using My Account after you have registeredSelect Returning User on the left-hand side of the login page, and enter: 

  • Your email address (this must be the address you previously used to register for My Account)
  • Your password.

If you have forgotten your password, please use the Forgotten your password? link which will allow you to reset your password.


Changing your email address

To change the email address registered to My Account, you must register or log in with your old one first. You will then be able to update your address in the My Profile section. This will update your account and enable you to use the new email address for future logins. All users must provide a unique email address that isn’t already registered to My Account.


Need some extra help with using My Account? 

Please fill out the form below and we'll see how we can help.

As a security measure we need to match your date of birth to our records - please enter your birth date in dd/mm/yyyy format
Please enter the email address associated with your My Account login.
For security reasons, please enter the full address (including postcode) of your property
If possible, add any error messages you received.
Help us fight spam emails by clicking below and following the instructions.

We will only use the information you provide in this form to help you with your enquiry. 

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