MyAccount help

Image: a man using MyAccount on his phoneWondering what your rent or service charge balance is? Want to report a repair or need to update your personal contact details? Doing these things is so easy thanks to “MyAccount”.

MyAccount is your free safe and secure account with Optivo. You can login using your smart phone, tablet, laptop or PC and manage your rent, repairs and personal details.

Go to MyAccount

What can you do on MyAccount?

We’ve made some improvements to MyAccount. You can now:
  • Report and view repairs
  • View your rent account from your home
  • View service charge information
  • Update the details we hold about you including communication preferences
  • Update the details we hold on all members of your household
  • Make requests online for things such as home improvements, pets, satellite dishes and other aids and adaptations
  • Contact us and make requests, 24 hours a day, 7 days a week!

Watch our video:

How do you register?

Registering is quick and easy!

There are 2 versions of MyAccount that you can sign up to use:

You are free to use both versions of MyAccount but you'll need to register separately for each. This means you can set different passwords on both systems if you wish*.

Registering for the MyAccount website:

  1. Click here to go to the MyAccount login page (the link can also be found at the top of every page on our website too!)
  2. Click on the ‘Register Here’ button
  3. Enter your chosen email address and  password (at least 9 characters) and confirm
  4. Click on the ‘Create Account’ button
  5. Type in your first name and last name and click on the ‘Submit’ button
  6. Your email address will auto fill for you
  7. Confirm if you are a resident or not and click on the ‘Submit’ button.


Registering for the MyAccount App:

The MyAccount App can be downloaded on Apple or Android devices. The benefit of using the App is that you won't need to login every time, as your username and password details can be remembered.

Select the appropriate link below to start your download:

Image and Link: Download the App in the Apple iOS App StoreImage and Link: Download the Android App in the Google Play App Store

Please note: The MyAccount App and MyAccount website are different systems. This means you have to register separately and the login and password details you use in one system will not automatically be the same in the other.

Verifying your account

After setting up your login and password, there’s just one more thing you need to do before you start using the full range of features available within MyAccount.

We need to verify your MyAccount login details. This makes sure only you can access your personal information and allows us to link your MyAccount login to the information we hold about your tenancy.

If you don't verify your account you won't be able to do things like report a repair or view your rent statement and service charge information.

The good news is that verifying your MyAccount login is easy...

How do I verify my account?

When you first register, you will be prompted as part of the sign up process to verify using your unique PIN. We can send you your 4 digit PIN instantly by text or can send you it in the post (this can take up to three working days to arrive). The choice is yours and you’ll only need to do this once.

Once you know your PIN you can enter it when prompted to verify your MyAccount login.

If you don't know what your PIN is, then you can ask for this to be sent to you from within MyAccount.

Need more support?

Further guidance is available in our frequently asked questions, but if you need further support please contact us.


Need a bit of help?

If you’ve got a query about using MyAccount or are struggling to your account set up, we can help.

If you’ve a question about MyAccount take a look at our FAQ’s below.

Alternatively, if you still need assistance or have a specific enquiry please contact us using our online form (if you're struggling to register or login please select the 'continue without an account' option).

Who can use MyAccount?

Anyone can register for MyAccount. However in order to use features such as reporting a repair or viewing your rent and service charge information, you must have a verified account.

Only those who hold a tenancy with us can have a verified account. 

Please note: MyAccount cannot be used by student or keyworker customers.

What information do I need to verify my account?

We'll send all Optivo customers a PIN by text or by post (depending on your preference). 

You will need this PIN number to to verify your account when you login for the first time.

Please note: Existing MyAccount website users who want to use the App will have to register and verify their details again. You cannot log in to the App using your existing MyAccount website username and password. If you need assistance, please contact us.


Why should I verify?

We verify your account to make sure it's secure to you and no one else can view your information.

We do this by sending you a secure PIN by text or post. You then need to log into MyAccount and enter this number to unlock the full benefits.

We only need to do this once and after you've verified your account you can view secure information about your tenancy including
  • rent,
  • repairs and
  • service charge information.
You won't be able to view this information if you haven't verified your account, so it's well worth doing!

How long should my password be?

Your password must be at least 9 characters long and include a number and a capital letter.

Keep your password secure and don't choose something that can easily be guessed.

I have more than one tenancy, do I need two accounts?

If you hold more than one tenancy with us (for example, a house and a garage) you may need to add an additional account. This can be done from the 'Home' page once you’ve logged into MyAccount.

  1. Select the ‘Add your accounts’ button from the 'Home' page OR choose ‘Verify my account’ from the 'Other Services' tab within the navigation bar
  2. Select the tenancy displayed by checking the box and selecting ‘Submit’
  3. It can take up to 60 seconds for your account to be added. Please wait, then refresh your screen to view your accounts on the 'Home' page. You may need to refresh your screen more than once
  4. If there are no addresses or tenancies displayed, you have linked all your tenancies
  5. You may link a maximum of 5 accounts at once.

Can I print my rent and repair information?

Yes you can! 

Go to the Rent Accounts page and click on the ‘download your statement’ button, towards the bottom of the page.

To view your transactions in print format, you'll need to download a PDF reader. Click here to download Adobe Reader

Please note: printing does not work on apple devices (IOS) using Safari, so you will need to use another browser like Google Chrome instead.

I'm trying to use my iPhone and iPad but its not working. What can I do?

If you're an Android or iOS mobile phone or tablet user, then the easiest way to use MyAccount on your device is to download our App.

Select the appropriate link below to download the App on your mobile or tablet device:

Image and Link: Download the App in the Apple iOS App StoreImage and Link: Download the Android App in the Google Play App Store

Away from the App, if you want to use the website version of 'MyAccount' on your iPhone or iPad using Safari you may not be able to view the site unless you switch off 'private browsing'. To do this:
  1. Launch Safari from the home screen of your iPhone or iPad
  2. Tap on the 'show pages' icon in the lower right hand navigation
  3. Now tap on 'Private' in the lower left hand corner
  4. You may be prompted to close or keep all current tabs open. Make your choice
  5. Now tap 'Done' in the lower right hand corner and continue browsing.

How do I change my password?

To change your password, follow these steps.
  1. Log in to your account
  2. Select the area of the screen in the top right where you can view your name
  3. Select 'Change password'
  4. Type in your current password followed by your new password and password confirmation. Your new password must be at least 9 characters and include a number and a capital letter
  5. Select the Change Password button. Your new password will be active immediately.

How far back does my repair information go?

Our repairs data now goes back 25 months.

I've reset my password but not received the email to change it

An email with further instructions will be sent to the email address that you used to register for MyAccount.

Please check your SPAM or junk folder within your email inbox.

How do I update the email address used for my MyAccount login?

To change your email address, follow these steps:
  1. Log in to your account
  2. Select the area of the screen in the top right hand corner where you can view your name
  3. Select ‘change email’
  4. Enter your new email address and confirm it
  5. Enter your password and click submit
  6. Once your form has been submitted, you will need to contact us on 0800 121 60 60 to finalise the process.

I have a MyAccount login, but it won't work

If you have registered for MyAccount but are having difficulty logging in, it may be that the password details you are entering are incorrect.

Please select "Forgotten your password?" button and follow the on-screen instructions to reset your password.

Still having problems?

If you have tried to reset your password but are still struggling to login, it may because you don't actually have an account for the version of MyAccount you are trying to use. This is because users have to register separately to use the MyAccount website and the MyAccount App.

This means that you cannot log into the App using an existing MyAccount website username and password, and vice versa.

  • If you have registered for both the App and the website versions of MyAccount, please check that the email address and password you are using  to login is for the correct MyAccount system.

  • If you are trying to use the MyAccount App or the MyAccount website for the first time, you will need to register.

I'm struggling to find what I need - what area do I need to click into?

There's lots you can do in MyAccount. Below is a handy summary of what you can do within each of the different sections that are available from the navigation bar at the top of the screen in MyAccount.

Within this section you can:

  • View the details we hold about you and edit your communication preferences
  • View your household details
  • Add additional household members
  • Request to discuss your rent account.

Report it:
Within this section you can:

  • Report a repair
  • Report anti-social behaviour
  • Report fly-tipping
  • Make a complaint.

Apply for it:
Within this section you can:

  • Make an Adaptation request
  • Buy your home (if eligible there are some schemes available that allow you to purchase the property you rent from us)
  • Ask to home improvements (including satellites)
  • Ask for support with money guidance
  • Request permission to have a pet
  • Request a payment card

Other services:
Within this section you can:

  • Check the progress of your lettings application
  • Find out more about how you can get involved at Optivo
  • Mystery shoppers form
  • if you haven't already, you can verify your account