Help

Registering for My Account

Can I register for My Account?

Most A2Dominion customers can register for My Account. However, if you live in student or keyworker accommodation, you’re not able to register at this time.

Can other people from my household register for My Account?

Anyone from your household can register for My Account, as long as each person has a separate email address and they are all named on the lease or tenancy agreement.

How can I register for My Account?

To register for My Account, choose the ‘Register’ option from the My Account home page. You’ll need to enter your name, your email address and Agreement Reference Number, which can be found on your quarterly rent or service charge statement. Once you have entered your details, we’ll send you an email with a link to set your password.

I haven’t received the email with the link to set my password. What can I do?

You should receive the email within 10 minutes, please check your ‘Junk’ or ‘Spam’ folder. If you still can’t find the email, please contact us or call our Customer Services team on 0800 432 0077.

Who can I talk to if I’m still having problems registering or signing in to My Account?

We’d be happy to help you. Please contact us or, if you would prefer to talk to someone, call our Customer Services team on 0800 432 0077.

Why are my details not recognised when I try to register?

The details you enter need to match those on your quarterly rent or service charge statement exactly. Please check your name and Agreement Reference Number carefully against the information printed on your statement.

Signing in

How do I change my password?

You can change your password at any time. After you sign in, click the button at the top of the page which your name appears on, and select ‘Change Password’. You’ll find this button on every page, in the top right hand corner.

How do I log out of My Account?

When you’ve finished using My Account, you can select ‘Sign out’ from the menu in the top right hand corner.

How do I update contact details for other members of my household?

For security reasons, you won’t be able to update contact details for other household members. They will need to log in to My Account and update their details themselves on the My Profile page.

I haven’t received the email with the link to reset my password. What can I do?

You should receive the email within 10 minutes, please check your ‘Junk’ or ‘Spam’ folder. If you still can’t find the email, please contact us using this form or call our Customer Services team on 0800 432 0077.

I registered for My Account some time ago. Do I need to register again?

If you registered for My Account before November 2015, you’ll need to choose a new password. You can do this by entering your email address on the sign in page, leaving the password box empty, and clicking the ‘Forgot your password?’ button. We’ll send an email to the email address registered, with a link to reset your password.

My details have changed. Can I update them myself in My Account?

Yes, you can update your email address, phone numbers, middle name and National Insurance number in My Account on the My Profile page. However, to update your date of birth, first name or surname you’ll need to contact us using this form or call our Customer Services team on 0800 432 0077.

What can I do if I’ve forgotten my password?

Don’t worry if you’ve forgotten your password; we can reset it for you automatically. Just enter your email address on the sign in page, leave the password box empty, and click the ‘Forgot your password?’ button. We’ll send an email to the email address registered, with a link to reset your password.

What devices can I access My Account on?

My Account is designed to work beautifully on all devices, including mobile phones or tablets, so that you can use it wherever you are.

What should I do if I’ve forgotten my username?

Your username is the email address you used to register for My Account. If you don’t know which email address you used to register, please complete this form or call our Customer Services team on 0800 432 0077.

Who can I talk to if I’m still having problems signing in to My Account?

We’d be happy to help you. Please contact us using this form or, if you would prefer to talk to someone, call our Customer Services team on 0800 432 0077.

Payments

Can I make a payment online?

You can easily pay your rent or service charge online, using the AllPay service. To do this, go to the ‘Payment & Statements’ page and select the red ‘Make a payment with AllPay’ button which appears next to your account balance. You will be directed to a new window to complete the payment.

Can I pay my rent and service charge by Direct Debit?

Yes, you can set up a Direct Debit for any account you have with us. You’ll need to call us on 0800 432 0077 and we’ll set up the Direct Debit for you. Alternatively, you can sign in to My Account and choose Set up a Direct Debit. We'll then call you back to complete the request.

I need to make a payment online, but I’ve forgotten my AllPay password. What should I do?

If you’ve forgotten your AllPay password, you’ll need to reset your password by selecting the ‘Forgotten Password’ option on the AllPay site. Please note that you will need to know the answer to your security question to reset your password. If you have forgotten the answer to your security question, you’ll need to contact AllPay directly.

Where can I get a receipt for my online payment?

You should receive a receipt by email when your payment was completed. If you did not get a receipt, or if you would like a copy, you’ll need to contact AllPay directly.

Repairs

Do you have a code of conduct for contractors who are completing repairs in my home?

Yes, we do. We are committed to providing a high quality service, working with our contractors, so it’s important that our customers know the code of conduct our contractors must follow, and the standards we expect of them. for more information you can read our Contractor Code of Conduct.

How can I find out if my repair is my responsibility or A2Dominion’s responsibility?

Your repair responsibilities depend on the type of tenancy you have, for example whether you are a homeowner or a tenant. Please read our repairs guide to check what specific types of repairs we will carry out for you.

How do I keep myself and my family safe at home?

It’s important that you are safe in your home and know what to do in an emergency. To learn more about fire safety, gas safety and home security, read our Safety in your home guide.

I have mobility problems. Can I get help adapting my home?

We will try to find help if you or a member of your household, has a disability or mobility problem, because we believe you should be able to live independently in your own home for as long as you want to. For advice and information, please contact us. You can also read about aids and adaptations for your home in our Repairs guide.

I used My Account to report a repair, but I haven’t been contacted. What can I do?

We will answer all repair requests within five working days. If you have not been contacted after five working days, please call us on 0800 432 0077.

I’ve reported a repair but I can’t see it under ‘View Repairs’. What should I do?

You should contact us or call our Customer Services Centre on 0800 432 0077. Please note that any repairs reported over 12 months ago, or any gas heating repairs for your home, will not be listed here.

I'm not satisfied with the repair work that has been carried out. Who can I talk to about this?

We make every effort to maintain high standards. However, if you are unhappy with repair work we’ve done, you should contact us on 0800 432 0077 first to see if we can resolve the issue. After this, you can lodge a formal complaint if you're still unhappy - sign in to My Account, go to Tell us about an Issue and choose Make a Complaint.

What is the difference between individual and communal repairs?

‘Individual’ repairs are repairs to your property or home, both inside and out. For example this may include repairs to sinks, baths, showers, doors and windows. Where you read about ‘communal’ repairs, this describes repairs to shared areas in your block and the surrounding area such as walls, fences, paths, and outside lighting.

Statements

What can I do if I am struggling financially and my account is in arrears?

If you are worried about paying your rent, our Tenancy Sustainment Officers are here to support you. They can help you manage your money, make sure you’re claiming the benefits you’re entitled to, and support you with money management issues, for example by helping you to reduce the monthly amount you pay to creditors. To make an appointment with one of our Tenancy Sustainment Officers, please contact us using this form, or call our Customer Services Centre on 0800 432 0077.

What should I do if I think there is an error on my statement?

If you are concerned about your statement, you should contact our Customer Services Centre on 0800 432 0077 and explain the problem. Remember to have the following information ready so that they can confirm your identity: your property address; the payment reference you used for the payment; your full name; method of payment; date of payment made; and the amount the payment was for.

Service Charges

What can I do if I don’t understand the headings listed on my service charge schedule?

If you live on one of our larger estates, you can find explanations of the headings on your service charge schedule on our website, as well as specific information about what your individual service charge covers.

What is a ‘Leasehold consultation’ or a ‘Section 20 consultation’?

If you are a leaseholder, you will be invited to consultations when we are looking to employ contractors, consultants or other companies to carry out work or services which you must pay for in your service charges. These are called ‘Leasehold consultations’ or ‘Section 20 consultations’. To read more information about this, you can visit our website.

What is my service charge, and what does it cover?

Your service charge covers our costs in providing services at the estate where you live, for example gardening services, or repairs in shared areas. You can read our Rent and Service Charge guide to help you understand what services are covered by your service charge.

Antisocial Behaviour (ASB)

How can I report problems with antisocial behaviour in my area?

We will offer advice and support to anyone who reports antisocial behaviour. To report antisocial behaviour, sign in to My Account, go to Tell us about an Issue and choose Report Antisocial Behaviour. You can also read more about how we deal with antisocial behaviour in our guide.

Estate Services

How can I view work planned for my estate?

You can read the planned work schedule for your home over the next five to ten years on our website.

What can I do if I have an issue with my estate?

If you have an issue with your estate, for example littering, tree maintenance or pests, you can report it in My Account by choosing Report a Repair and selecting the address which applies to your estate. From the options in Report a Repair you will need to choose the ‘Communal Facilities’ option.

What is ‘planned work’?

Planned work describes work that is not urgent, but part of a very important planned programme of work. This can include kitchen or bathroom replacements, roof replacements or decorating the outside of shared areas.

Other

Do I need to get home insurance for my home and belongings?

Many customers believe their furniture, belongings and decorations are automatically insured against fire, theft, vandalism or water damage. Unfortunately, this is not the case. You are responsible for arranging suitable contents insurance for your home. We can help you get home contents insurance easily and at a price that is affordable. For more information you can download the Guide to Insuring your property and contents.

How can I make a complaint about a service I have received?

We care about the services we provide and make every effort to maintain high standards, so if our services do not meet your expectations we want to know. To lodge a complaint, sign in to My Account, go to Tell us about an Issue and choose Make a Complaint.

I am a homeowner and I would like to extend the term of my lease. Can I do this?

When the remaining term of your lease drops to 80 years, it may become harder for you to sell your home. To prevent this, you may wish to extend the term of your lease. For more information about this, you can read our guide to extending your lease or call our Customer Services Centre on 0800 432 0077.

I am an A2Dominion tenant and I would like to buy my home. How can I go about doing this?

As an A2Dominion tenant, you can buy your home if you have the 'Right to Buy', the 'Preserved Right to Buy' or the 'Right to Acquire'. In these cases you can buy your property for a reduced price. You can read more information about this on our website.

I would like to move home. How can I go about doing this?

As an A2Dominion customer, depending on your tenancy you may be able to move home by exchanging with another customer or transferring to another property. You can read more about this on our website.

Where can I get help understanding my tenancy agreement?

For more information you can download the leaflet.