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Frequently asked questions

Getting started and using your account

You can register online where you’ll be asked for the following:

  • Your email address
  • a username
  • a password and
  • a security question (which you’ll use if you forget your password)

Then you need to add in the Services you want to view:

  • Council Tax
  • Housing Benefits
  • Landlord
  • Business Rates

You’ll then be asked to verify your email address via a link that is sent to your registered email address.

You’ll then be asked for your account reference, the surname of the account holder and your postcode to sign up.

You’re then taken to the e-billing sign up screens. Once you have registered for ebilling you’ll be asked again to verify your email address via a link that is sent to your registered email address.

  • For Council Tax accounts, you can view Council Tax bands and yearly charges
  • For Business Rates accounts, you can view rateable values, yearly charges, calculation details and the rateable history.

You will also be able to view:

  • The liable name(s)
  • Payment method
  • View your yearly charge
  • View a breakdown of amounts due
  • View a breakdown of payments received
  • Apply for a discount or exemption
  • Make a payment online
  • Sign up or amend direct debit details
  • View most correspondence sent to you
  • Sign up or amend your ebilling

Once you’ve signed in, you will be able to view your Council Tax details from the ‘My Services’ page, including your address details, account balance, and the last payment received against your account.

Choose ‘Show Details’ to see a full summary of your Council Tax account.

Where an account holds 2 or more liable people with difference correspondence addresses you will not be able to view correspondence, but you will still be able to view the summary details of the account.

You can sign out of your account from the options held under your username, which appears on the top right hand side of each page.

Making changes to your account

Once you have signed in, click on your username that appears on the top right-hand side of the screen (this is normally your email address) to get the following options:

  • My Services
  • My Activity
  • My Account
  • My History
  • Sign Out

HINT: If you change your email address for your self-service account, you may also want to change your email address linked to your ebilling account, as this is not automatically updated.

If you want to add another Council Tax reference or another service to your account you can do this from the ‘My Services’ page, where you can access any of the services you have subscribed to.

If you want to add a new service choose the 'Add Service' button, if you want to add another account on an existing service then select the 'Add Account' button at the bottom of each tile. To remove an account select 'Remove Account'.

From the ‘My Services’ page select the service you wish to remove, ie, your Council Tax account or your Business Rates account and click ‘Remove Account’

Once you have removed your account(s), you will no longer be able to view the account details. If you have removed an account in error, you just need to click on ‘Add Account’ and re-enter your account number to set it up again.

HINT: If you have closed your account(s) but you are also signed up for ebilling, you will also have to amend your ebilling subscription in addition to closing your accounts if you no longer wish to receive your bill via email.

EBilling and council tax bills

If you sign up for ebilling you are agreeing to receive future bills and adjustment notices via email.

Other documents such as reminders will still be sent through the post.

Once your bill has been issued, we’ll send you an email advising you that an electronic copy of your bill is available for you to view using the link included with the email, by logging into your account.

You’ll be able to view any changes to your account straight away.

You can change your email address, from the ‘My Services’ page and by selecting ‘Show Details’.

You then need to click on the e-billing icon to amend your status and you will be asked to read the terms and conditions.

If you need a paper copy of your bill, you can do this from the ‘My Services’ page and selecting ‘Show Details’. You then need to select the ‘Correspondence’ tab to view your bill.

Choose ‘View’ to see your bill details and your printer options should become available for you to print a PDF version of your bill to the printer of your choice.

Problems setting up, accessing or using your account

You can still set up an account, but because you need your council tax reference number to view your details, you may need to have your paper bill or email billing notification email before you can link your self-service account to your council tax details.

You can still report that you’ve moved into the area, make a payment, or apply to pay by direct debit using your online account in the meantime.

When you add your council tax reference to your account, you have the option to either “Access now” or “Enter PIN”.

Please choose the “Access now” option. If you are able to answer the verification questions, you will be able to access your account details without the need for us to send you a PIN letter.

HINT: The only time you will need to use the “Enter PIN” option is if you are unable to answer the verification questions presented when using the “Access now” option.

If this is the case, you will be presented with the option, “Send me a PIN”. The PIN letter will be sent to your registered postal address so that you can continue with your registration, normally within 2 working days.

We can’t give you a PIN number by email for security reasons.

You can reset your username and password from the main dashboard.

After you have asked us to reset your username or password, we will send you an email within around 15 minutes.

HINT: This email may go into your junk/spam folder, so don’t forget to check this folder for the email.

HINT: Check that you’re using the right format - e.g. did you use a capital letter at the start of your security answer or your username?

It may also be helpful to know that to receive the email link you need to have entered your username and security answer in exactly the same format as when you set them up. If the details are not entered correctly, no e-mail can be issued, as the system cannot match what you have entered with the details held against your account.

After you’ve checked that you’re using the right format and you still cannot see the email in your inbox or junk/spam folder, you can use our contact form to request us to reset your account.

If the error message says, “Sorry your sign in has not been activated yet”, this means that you haven’t verified your email address. An email is sent to you from Apps Team – Do not Reply, which includes a link to verify your email address to complete the final part of your registration.

HINT: This email may go into your junk/spam folder, so don’t forget to check this folder for the email.

The e-mail is only valid for 24 hours, so if you’ve not verified your e-mail to complete your registration within this period, you can use our contact form to request a new activation link, don’t forget to include the e-mail address that you’ve used to register your account when requesting a new activation link.

Please use our contact form, if your account has been locked, please provide your username or email address that is linked to your account, so that we can unlock it for you.

For security reasons, you will be ‘timed out’, if you haven’t used your session for a period of time, a message will appear asking you to log in again.