Welcome to MyAccount
For more information about how to register view the sections below?
Having difficulties registering? Call the Income team on 0300 123 8080 (option 2).
Click the button to register or login to MyAccount.
What is it?
MyAccount is a new online service which enables you to manage your account with us. Whether you rent, are a shared owner or leaseholder, MyAccount will allow you to:
view previous payments
make a payment
update your information such as change of name
apply to end your tenancy.
What do I need to use MyAccount?
You will need access to the internet and an email address that you have access to. You can use the system from a computer, a laptop, a smartphone or a tablet.
You will also need your 15 character customer reference (e.g. DW…) which you can find on correspondence from us, such as your rent statement.
How do I access MyAccount?
MyAccount can be accessed 24 hours a day, seven days a week from a computer, laptop, smartphone or tablet. Click on the MyAccount icon on the homepage of our website. This will take you to the registration/log-in screen. This page can then be saved to your web browser’s favourites for quick and easy access.
What do I need to do to use MyAccount?
Registering for an account is a short process, see steps below:
1. provide some basic details, set up an email address, password and security question.
2. next link up to the Housing Online module, which you will need
3. check your email inbox to find an email from Housing Online. You will need to activate your account by clicking on the link in the email
4. log in, using your email address, password and security question.
Once registered, go to My Services and enter your 15 digit customer reference number. This can be found on rent statements and other correspondence from us. You will then need to complete a range of fields for security reasons. Two or three fields will need to be completed to enable you to link to your account.
Once this is done, you can access and start managing your rent account at a time that suits you.
If you have any questions when registering contact the Income team on 0300 123 8080 (option 2).
The personal information collected by LiveWest will be processed so you can register for the online portal to access your rent account. If you register you will be able to look at your statement and transactions, update your contact details and make payments. LiveWest may share your information with the local authority if payments to your account are covered by Housing Benefit. We may contact you by email or telephone to confirm any changes. We will store your information safely on our systems.
My balance shows a positive figure, but I’m told I’m in arrears. Can you explain?
The balance shows the total of your rent, accommodation or service charge account. If you see a minus sign your account is in credit. If your account is in in arrears it will indicate this next to the balance. Please contact the income team on 0300 123 8080 (option 2) if you would like to discuss your balance.
We’re working with our suppliers to improve how this information displays on the system.
Is MyAccount available as an app?
No, but it is easy to create a “favourite” or a link to the system from your PC, laptop, smartphone or tablet. This will mean that you can easily access MyAccount from any device you may use.
Is it possible to link to other payments or recharges?
At the moment it is only possible to make payments against the rent account.
Do I need my 15 character customer reference every time I use MyAccount?
No, this number is only used to create a link to the LiveWest account(s) you have. Once the link is created the system will remember it and you will no longer need your customer reference.
I have forgotten my details, what do I do?
Your username is usually the email address you used when you registered for MyAccount. If you have forgotten your username/password, the system will help you to reset this information. You will still need to have the answer to your security question.
I have locked myself out of MyAccount, what can I do?
You can call the Income team on 0300 123 8080 (option 2) and explain the situation. They will verify that you are the account holder and can reset your password. This process will send you an email to enable you to choose your own password.
How important is the security question?
This is important as you need it every time you log in. If you have forgotten your password, you will be asked this question as part of the reset process. The answer to this question is case sensitive. If you used capital letters when setting up your question, you will need to enter them every time. It is also worth noting that the system is looking for accurate answers. For example, if your best childhood friend is named David you must type ‘David’. The system will not accept ‘dave’, ‘Dave’ or ‘david’.
Does MyAccount link to the home swapper website?
No, at the moment it is not able to.
Why is the payment I made yesterday not showing on my balance?
There may be a time delay of up to three working days between a payment being made and the balance being updated. If you made a payment more than 48 hours ago and it isn't showing, please contact the Income team on 0300 123 8080 (option 2).
Will the system work on an iPhone or a tablet?
Yes, the system is compatible with a range of web browsers, including Firefox, Safari and Internet Explorer.