My Account re-registration FAQs

My Account re-registration - frequently asked questions

Why do I have to re-register?

Ealing Council is part-way through a programme to improve the council’s digital and customer service. Once complete, it will be easier and quicker for residents and businesses to transact with the council across a wide range of services.

The programme involves creating a new online account and moving some of our existing services over. That is why you are being asked to re-register for a new account if you wish to carry on managing council tax or housing benefit online.

At the end of the programme, most of the council’s services will be accessible through your new online account and you will be able to track the progress of your transactions at any time, from anywhere through a single sign-in.

What transactions can I carry out with my new account?

The first set of services available via the new online account are council tax and housing benefits. You will be able to carry out all the same tasks as you can now such as manage your payments, tell us you have moved or let us know about a change in your circumstances. We have also included some new tasks such as applying for a discount or exemption and uploading supporting information.

Who have we contacted to re-register? 

We have invited everyone who had a MyAccount to re-register for a new online account. Many will already be managing either their council tax or housing benefit online. However, others will have created a MyAccount in order to submit an online report about an environmental problem, e.g. flytipping. 

If you would like to begin managing your council tax or housing benefit online for the first time, you will need to complete a separate online registration process. You will need your council tax bill to hand in order to do this. 

I pay by direct debt. Is this affected? 

No. Direct debit payments atre not affected by this change. 

What information will I need to register for a new account?

Its quick and easy to register. You will need to tell us your name and email address to register for a new account. You will be asked to set up a password as part of the registration process and verify your email address. You will then be asked to fill out a profile page and make some choices about how we may contact you.

What information do I need to carry out a council tax transaction?

The first time that you carry out a council tax transaction, you will need to tell us your first name, last name and your council tax account number. For security reasons, we will also ask you to answer two of the following questions. Only answer two:

  • Your postcode
  • The phone number that we have registered against your existing account
  • Your bank account number

You will also see a reference to an ‘online key’. Next year’s council tax bills will contain an online key for residents that wish to start managing their council tax online for the first time. Existing online customers who are re-registering will be able to create their new online account without using the online key.

You will only need to provide this extra information once. After the first time, you will be able to view your transactions, and make new ones, through a single sign-on to your My Account.

What information do I need to carry out a housing benefits transaction?

The first time that you carry out a housing benefits transaction you will need your first name, last name, date of birth and national insurance number. You will only need to do this once. After the first time, you will be able to view your transactions, and make new ones, through a single sign-on to your My Account.

How do I report issues to the council?

To report problems and issues, such as fly-tipping, missed collections or planning breaches go to www.ealing.gov.uk/reportit and choose from the list.

What will happen to my transactions after 2 December?

Any transactions that you have already completed and submitted will still be processed. Any transactions that you have started, but not completed and submitted will be lost. Please make sure that you complete and submit all transactions before 2 December. 

What will happen to my previous transaction history?

We will not be importing your previous transaction history across so when you register for your new account, you will not see any of your previous transactions.