FAQs to help you sign up for an account
1. What is the My Account portal?
Our new portal will help you keep track of your accounts day and night. You can use it to pay bills, check your rent statement and report a repair more easily and securely.
2. How do I register for an account?
If you haven’t registered for an account, you can register using this link. Follow the on-screen instructions to create your account.
You’ll need:
• to be a LiveWest customer and renting a home from us
• your tenancy reference number (agreement number)
• a valid email address
• your date of birth
3. Where do I find my Tenancy reference number?
You can find your Tenancy reference number on the top right hand of your Tenancy Agreement or at the top right hand of any letter from us ……..
Tenancy Numbers start with the following:
DW0000*********
CU76***********
4. How do I find my agreement number?
• Head to find your agreement number page here.
• Enter your postcode and you’ll be prompted to use our tool to receive your new agreement number.
• Enter your old tenancy reference number in order to receive your new agreement number. Take a note of this as you’ll need it in order to sign up for the new portal.
5. How do you get to the login page?
Head to our website homepage and click on ‘My Account’ and follow the on-screen prompts.
FAQs to help you with any issues after you’ve already created an account
1. My confirmation/forgotten password email hasn’t come through. What happens now?
Please check your junk mail or wait 15 minutes and try again. If you still have issues, please email us at enquiries@livewest.co.uk and let us know about the issue you are experiencing together with your agreement number, your address and username/email you used to register.
2. I get an error message: “We have been unable to find your account please check your details and try again.”
If you have checked your agreement number, date of birth and name are correct and continue to see this message, please email us at enquiries@livewest.co.uk including your address details or call 0300 123 8080 so that we can resolve this for you.
Our Customer Service Centre is open between 8am and 5pm weekdays. Outside of these times our Out of Hours team is available for emergencies.
If you are a former tenant, you will not be able to access the portal.
3. How do I change my personal details?
You’ll need to contact us to update your personal details. Email us at enquiries@livewest.co.uk with the following information:
• Your agreement number
• Your address
• Your name in full
• Your updated information
or alternatively you can call our team on 0300 123 8080.
Our Customer Service Centre is open between 8am and 5pm weekdays. Outside of these times our Out of Hours team is available for emergencies.
4. How do I update my email address?
You can update your email used for correspondence on the My Profile page of the portal. To update your portal username/email, please refer to FAQ number 5.
5. How do I change my username?
To change the email address you have used to create your username please contact us at enquiries@livewest.co.uk with the following information:
• Your agreement number
• Your address
• Your name in full
• The email address you would like us to remove (this is the email you normally use to login to the portal).
We will complete a few checks and contact you to confirm the next steps.
6. How do I reset my password?
Simply open the portal log-on page and click ‘Reset my password’, then follow the on-screen instructions.
7. I’ve forgotten my username, what can I do?
Your username is the email address you used to register. If you have forgotten what this is, you will need to contact us to enable the account to be deactivated, allowing you to create a new one with a new email address.
To do this, please email enquiries@livewest.co.uk with the following information:
• Your agreement number
• Your address
• Your full name
• Your date of birth
We will then deactivate your old email and contact you to confirm the next steps.
8. The system says 'Your request cannot be processed at this time, The Site administrator has been alerted”
This means you have already signed up for an account. Please try to reset your password or if you’re still having problems, contact us via email enquiries@livewest.co.uk with the following information:
• Your agreement number
• Your address
• Your full name
• Your username (this is the email you normally use to login to the portal).
We will complete a few checks and contact you to confirm the next steps.
9. How do I make a payment through My Account?
Sign up and login to the portal and navigate to ‘Make a payment’ and follow the on-screen instructions.
10. I’ve tried to login using my username and password incorrectly three times and now I’m locked out. How do I unlock my account?
Please wait 15 minutes and try again your the account will automatically unlock so you can try again. If you've forgotten your password, you can use the reset password function.
11. I would like my existing account to be deleted. How do I do this?
To delete your account, contact us via email enquiries@livewest.co.uk with the following information:
• Your agreement number
• Your address
• Your full name
• Your username (this is the email you normally use to login to the portal).
We will then be able to delete your account.
12. It says both my username and password are invalid. How can I log in?
Your username is your registered email, click on ‘reset password’ to update your password using your registered email. If you have forgotten your registered email, please refer to FAQ number 7.
13. I no longer use the email address that I registered with and I want to change it. What do I do?
To change the email address you used to create your account, please contact us via email at: enquiries@livewest.co.uk with the following information:
• Your agreement number
• Your address
• Your full name
• Your username (this is the email you normally use to login to the portal).
We will deactivate your old email and contact you to confirm the next steps to enable you to create an account with a new email.