Find answers to regularly asked questions about My Account.
What is My Account?
My Account is a secure web portal similar to ‘online banking’ that allows Brent customers to manage their payments with us, as well as access a range of other council services.
Available 24 hours a day, seven days a week, the secure online system means you can access your Council Tax, and benefits account information at a time and place that’s convenient for you. My Account is easy to use and it’s free to register.
Who can use My Account?
Any Brent customer can sign up for a My Account.
Please note My Account is not currently available to:
- Housing Benefit claimants that are housed outside of Brent
- landlords that are registered as a company.
What can I do through My Account?
You can view a range of information relating to your Council Tax, Housing Benefit and Council Tax Support claims.
Through the online account you can:
- view and print copies of your Council Tax statements
- check to see that any payment you’ve made has been entered onto your account
- progress any Housing Benefits and Council Tax Support claims, see when payments are due to you and for how much
- apply for discounts and exemptions
- tell us when your circumstances change, such as household income details, or if you move house.
What are the benefits of using My Account?
Available 24 hours a day, seven days a week, the secure online system means you can access your Council Tax and Benefits account information at a time and place that’s convenient for you.
My Account offers customers a digital choice in how they access council services. It means that you don’t need to spend time on hold or queuing up to ask a simple query and can quickly logon to access instant and up-to-date account information.
Is it safe to use?
We are committed to protecting your privacy online and takes every effort to ensure your personal details are kept safe, secure and used for specific lawful purposes. Data held in respect of your account/s is held in accordance with current Data Protection legislation in force.
My Account is secure and requires you to register and carry out appropriate levels of authentication before any secure account data can be accessed.
Although we take steps to ensure our websites and links are virus free, you are always advised to ensure that you have adequate anti-virus protection on your computer.
You are also responsible for keeping your User Name and Password confidential to prevent unauthorised viewing of your account. Please contact us as soon as possible if you suspect either of the above have been compromised.
How do I register and use My Account?
My Brent Account is easy to use and it’s free to register. Click here to view or create your Account
Before you start, you'll need:
- an email address
- a password and a security question
- claim reference or account number
For benefit accounts, you'll also need your:
- date of birth
- National Insurance number.
How accessible is My Account?
My Account ensures that we meet the checkpoints of the Web Content Accessibility Guidelines (WCAG) 2.0 to Level AA standards.
What browsers can I use?
My Account can be used on all browsers, however we do advice that your browser has to be within the last three versions.
Do I need to live in Brent to have a My Account?
No you do not need to live in Brent. If you live outside the borough you can still create a My Account to access some of our online services.
What services are available online?
By registering for My Account you will be able to securely access the following range of council services:
- My Account details – change your email address and password or deactivate your account
- council tax - manage your payment method, set up a direct debit, make payments, apply for single persons discount, apply for vacant property discount and amend address details online
- housing benefit/council tax support summary, payment details including next payment date and calculation summary
- housing rents account
What if I don't get an email to activate my online account?
If you do not receive an email to allow you to activate your account, check that the email hasn’t gone directly into your ‘spam or junk’ folder. If not, register to create a My Account again. If this does not work, talk to us by web chat.
I am having trouble logging in
To log in you will need to use the email address and password that you entered when you created your account. The first time you log in, you must activate your account by clicking on the link in the email that we sent you when you created your account.
I have forgotten my password
You can reset your password. You will be asked to enter the answer to your secret question when you registered your account. You can change your password on the My Account home screen by clicking on 'reset password'. You will then be asked to enter your email address.
I have forgotten my password and the answer to my secret question
If you have attempted to log into your account three or more times with an incorrect password, then your account will be temporarily disabled to prevent unauthorised access – we will contact you within 24 hours to help you to reset your account.
I no longer have access to the email address I used to create my account
You can create a new account using a different email address, and register again for the services which you would like to view. You can contact us by Web chat to help to deactivate your account.
How do I report a problem?
If you experience any problems with the tasks listed below or need help with your online use, please contact us by web chat and we will assist.
Help and support
If you cannot find the answer you are looking for, use the web chat to contact us.