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Digital hub

Let's get digital!

MyAccount is our online self-service portal - it's a real one-stop shop to manage your home. It’s available 24 hours a day, seven days a week – so you can manage your home at a time and a place that suits you.

With MyAccount, you can:

  • Pay your rent
  • Set up a Direct Debit
  • Book a repair appointment
  • Update your personal details.

Sign up to MyAccount by clicking here

Sometimes you just need a quick answer to a question without waiting on the phone. We're introducing a chatbot function to our website - so if you need a reminder of when your repair is you can get the answer with just a few clicks of a button. The service will be available 24 hours a day, seven days a week, so if you need an answer on Friday evening, you won't have to wait until Monday morning to find it. 

Watch this space for further updates!

We've introduced a live chat feature on our website, so you can contact our customer services team online Monday-Friday, 9am 'til 4:45pm. You can escalate chats to a voice call or a video call to show us your repairs and get support instantly. 

Just click the orange 'live chat' button at the bottom of our homepage and we'll be happy to help! 

Why digital?

We have a whole strand of our corporate plan dedicated to our digital strategy, so it really is important to us. We don't want to stop people phoning us - we love talking to our customers - but we know that we can really make our customer experience effortless by providing options that suit a whole range of people. If more customers can access our digital services for checking their rent, booking a routine repair or setting up a Direct Debit, that means our friendly advisors can be on-hand to help with the things that just can't be resolved without a chat.

And there are other benefits too:

  • We know how busy life can be, so our digital services are available 24 hours a day, seven days a week. That means you don't have to interrupt tea time to book your repair - we'll still be there after bedtime stories are read and everyone's tucked up in bed.
  • There's no more waiting on hold and hoping you'll get through on your lunch break. Digital services are quick and easy to use, so you'll be able to do what you need to do in minutes.
  • On the school run? Heading to work on the bus? If you've got a smartphone, it's easy to access our services on the move. 

There are loads of other benefits we could include - but ultimately we're all about making your life easier. We always welcome feedback so get in touch if you've got a suggestion that will help us create better tomorrows for everyone.

A smiling blonde woman in a cafe using a mobile phone, in front of a laptop and teapot. The woman is wearing a red jumper and the laptop is in a pink case.
Building digital confidence
Web browsers
Cookies
Passwords
Where can I get more support?

We know that the move into digital can be intimidating if you're not comfortable with technology - so here are some top tips that will get you whizzing around online in no time.

What's a browser?

A web browser is the program you open to access the internet. If you're on a Windows computer you might be using Internet Explorer or Microsoft Edge (with a blue 'e' logo), which come pre-installed, or if you're using a Mac, iPhone or iPad it might be Safari (a blue compass). If you have a Google or Android mobile device, like a phone or tablet, you might be using Google Chrome as default.

You can also download Google Chrome or Mozilla Firefox to your devices, which can sometimes give you an easier experience online, as these are often the browsers that developers have in mind when they're creating systems - because they're easier to use and create for regardless of the device you're using. 

Why do I need more than one browser?

Sometimes, web browsers can struggle with websites or systems, particularly if they've been designed with one browser in mind. Having more than one web browser means you can work out easily whether an issue you're experiencing is due to the browser you're using or because there's a problem on the other end.

 

 

Clearing your cookies

Sometimes if you're having IT trouble, you'll be advised to 'clear your cache' or 'clear your cookies'. Cookies are tiny computer files that are used to identify your computer on a network - so when you visit a website, your network remembers if you've been there before, what you used the site to do, and uses this information to give you a personalised experience. This is why you see adverts that are tailored to your interests, and how your computer remembers passwords and usernames if you've logged in somewhere before.

Sometimes, these cookies can cause your network to be confused and create an error - because the thing your network remembers no longer matches up with the page you're trying to get to or the system you're trying to use. This is really common when websites are updated. Clearing your cookies resolves this by telling your computer to just do what you're telling it to do, rather than what it thinks you want it to do. 

Check out the guides below to find out how to clear your cookies on different web browsers.

 

Passwords are used to protect your data online and make it harder for people to pretend they're you to order things, access sensitive information or make changes to things that you're in control of. 

Some top password tips:

  • Don't use the same password for every platform you use. If your password is compromised and someone gets into one account, they'll be able to get into everything else. 
  • The longer it is, the harder it is to guess - so aim for at least 8 characters.
  • Use different characters, like lower case letters, upper case letters, numbers and punctuation to make your password harder to crack. Spread these out throughout your password so it's not an easily guessable pattern - your dog's name and "123" is much easier to work out than your dogs name spelled with numbers at random intervals. 
  • If it's an option, set up two-factor authentication. This adds an extra layer of security by occasionally sending you a text or an email to confirm that you are who you say you are - so will alert you if someone else gets past your password.

There are lots of ways to build your digital confidence - and the easiest way to do it is to get stuck in and practice. But if you would like a little bit more support, there are organisations who can help.

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