FAQs - My Account (Housing Benefit and Council Tax Support)

Help with registering, logging in and viewing documents

I can't log into my account, what do I do?

• If you're having problems, click 'Forgotten Your Password?'
• If you have an online account with a matching email address, we’ll send you an email.

I’ve clicked 'Forgotten Your Password?' but haven't had an email, what can I do?

• Check your email spam folder in case the email has gone there
• Make sure your email address is correct - if it doesn’t match our records no email will be sent and if it’s incorrect we won’t be able to email you
• We also won't email you if you don’t have an account linked to the email address entered.

I can’t view my letter, what do I do?

If you haven't already done so, add your Benefits claim reference number to your online Revenues and Benefits account.

• After signing in, select the 'Council Tax, Benefits, Business Rates' tab and click 'Manage your Services'
• On the next page select the 'My Accounts' tab and click either of the 'Add Service' buttons
• Select ‘Benefits’ and click 'Continue'
• Enter your Benefits claim reference number in the Account Reference Number box and click 'Continue' again.

You then have two options:

• Click 'Continue' and you’ll be asked a series of security questions. If you answer enough of them correctly your claim reference number will be added to your account or
• If we’ve already sent you a PIN letter, click 'I have been sent a PIN letter'. 

If you’re unsuccessful with the security questions, select 'I would like to be sent a PIN letter' and 'Continue'. We’ll then send a PIN letter through the post.

Once you’ve added your Benefits claim reference number to your online account, you have the option to go paperless or go back to 'My Accounts'.

I've added my Benefits claim reference number to my Revenues and Benefits online account but I still can’t see my letter, what do I do?

• After signing in, scroll down under ‘Benefits’ and click 'View your Benefits details online'
• Click the 'Correspondence' tab
• If nothing appears, change the dropdown box from 'Issued within the last month' to 'All issued'
• Scroll down to the letter you wish to view and click ‘View’ in the Action column to the right.

Your letter will then be downloaded. Depending on your browser and your settings, it’ll either appear right away or you may need to click a download icon.

I'm still having problems viewing my letter, what can I do?

The Revenues and Benefits My Account website is designed to run on different devices and browsers with various settings. But if you're still having problems it can sometimes be useful to try signing in using another device or another browser.