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New features added to our customer self-service portal, My Account

Citizen adds more features to its self-service portal, My Account, offering customers a more convenient way to manage their tenancy.  

The portal, first launched 10 years ago, and rebranded five years ago, offers customers the choice to pay rent, view their rent account, raise queries, and manage their repair bookings, online. 


Frances, a Citizen customer, said: “I have recommended My Account to other customers as it is quick and easy to use, for me. I realise not everyone is OK with setting up and using My Account. I helped my friend set up a My Account with Citizen. He has been in his property since the 1990’s. He likes that repairs can be booked on the system, as he was always using up credit on his pay as you go phone.”


As part of its continuous improvement programme, the Customer Experience Team at Citizen carried out a review of how customers were using the portal. Taking customers feedback into consideration, the team has now added a set of new functions, offering customers more choice in how they access and use services.  


The new features, include: 

  •  a webchat tool to guide customers through how to use the online portal; 
  • an option for customers to upload images and documents to support your repair request, or query, so that we can respond more effectively: and  
  • privacy protected messaging – any anti-social behaviour reports are securely stored in their account.   


At the same time, customers can enjoy the legacy features of the portal:    

  •  is available 24 hours a day, seven days a week; 
  • can be accessed using your mobile phone or computer; 
  • is a safe and secure environment with your own unique username and password; 
  • removes call wait times and call costs;  
  • offers a speedier way to resolve your query compared to sending emails;   
  • allows you to book, change and cancel you repairs appointment;  
  • allows you to update your personal details; 
  • features an accessibility tool, that allows read aloud, enlarge text and different languages; and 
  • frees up the call centre services to tend to more vulnerable customers and complex enquiries. 


Scott Worth, Director of Customer Experience at Citizen, said: “We understand that in today’s fast-paced world, people lead busy lives, and traditional office hours may not always be convenient for our customers to access services – which is why we are enhancing our customer portal.  The portal offers customers the flexibility to self-manage their account, anywhere, at a time, that suits them.  We strive to improve our services based on customers’ feedback and the positive response to the portal, to date, is encouraging, and we want to build on this success.  We encourage customer to continue sharing their thoughts and suggestions to ensure we are providing services that meet their needs.”


Find out more about My Account, here and join the thousands of customers managing their own tenancy. 

 If you are a customer and already registered with My Account, but have forgotten your password or username, revisit the My Account page to reset your login details. 

For media enquiries contact our Communications Team.

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