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Helpful Guides

Citizen Access FAQs

You can now access your council tax account anytime, apart from between 1.30am and 4.15am when we back up the system. When you first register, you will be asked for your Council Tax Reference number and any 2 of 4 facts that we have on our system about your account. This security measure validates your account and can include

  • The online key found next to your Council Tax reference number in the top right corner of your last bill, or
  • Your Post Code, or
  • The last three digits of the bank account number you pay your Direct Debit from (if you pay your Council Tax by DD), or
  • The last three digits of the phone number we hold against your name. 

 

Once your account is registered, you will be able to set your own password and use this from then on. Once you are logged in you can view your account, tell us about changes such as moving house, apply for a single person discount, set up a direct debit and sign up for e-billing.

What is E-Billing?

If you register for e-billing we can send you a notification by email letting your know that a bill is available for you to view within your account. E-Billing saves us money, is more secure, convenient for our customers and environmentally friendly.

If you are jointly liable with another person for paying council tax, please let them know that you have switched to paperless bills.

What does being joint and severally liable mean?

It means that each individual has full responsibility to ensure that the council tax is paid.

Various groups of people can be jointly and severally liable for one council tax bill, for example:

Joint owners

Joint tenants

Husband and wife or a couple living as husband and wife.

Other frequently asked questions

As long as you enter all the information needed and follow the steps, using council tax online should be straightforward. But if you're experiencing any problems, this information may help you.

I haven't got a council tax bill so how do I get a code?

When you first register, you will be asked for your Council Tax Reference number and any 2 of 4 facts that we have on our system about your account. If you haven’t received your online code you can also register using any two of the known facts we have on file. This includes,

  • Your Post Code, or
  • The last three digits of the bank account number you pay your Direct Debit from (if you pay your Council Tax by DD), or
  • The last three digits of the phone number we hold against your name. 

I've got my bill but can't find the code?

Your unique code is on the front of your council tax bill. The number is 10 digits long, however if you can't find your bill you can use other information to register. Please see above.

The name shown on the bill is spelt wrong. What do I enter?

Always enter the name as it appears on the bill. You can correct it later once you are logged into your account.

I've added an address correctly but I'm getting a message saying it can't be found

Make sure you enter the property address as shown on the bill. This should be the address for which council tax is being charged. Check you've left a space between the first and second part of the post code and input the correct start of the address. For example, if the bill shows Flat 22 then entering just 22 in the number field will not find the property.

I've put in all my details but can't log in

Is your full name shown on your bill? If there's no first name, or only an initial such as Mr J Smith, council tax online can't verify your record. Please contact us to add your full name to our records.

Check the name entered is the same as on your bill. And make sure you've entered the full 8 digit account number.

If you need to enter an online key, check you've entered the correct one taking care with characters which can be confused, such as the number '0' (zero) and the letter 'O'

Can I view my Housing Benefit online?

E-Benefits can be accessed here and allows customers to apply, or for those in receipt of benefit, to register a change of circumstances, including uploading any evidence in support of your changes.

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