My account help

Registering for an account

Who can register for an account

To register for an account, you must be 16 or over. You must enter a UK address and valid email address to complete the registration process.

You don’t have to live in the borough of Hinckley & Bosworth to register for an account, however, if you don’t live in this borough, some of the features won’t be available.

You don’t have to register for an account to use online services

You can request services, make payments or report problems without an account.

However, if you would like to be kept informed of the progress of your requests and reports, or use certain online services - such as viewing your council tax account or benefits account, you will need to register for an account.

How to register for an account

Click on the link My account at the top of the page. This will take you to my account login page where you can click on Register. You will then need to provide an email address and password. Your email address is your username.

We will send you an email with a link to activate your account. You will then need to provide your name, address and contact details. You can provide your date of birth, however, this is optional.

If you live in the borough, select your address

If you live in the borough of Hinckley & Bosworth, select your address: we use a local database to look up your address.

If you live outside the borough

If you live outside the borough of Hinckley & Bosworth, please enter your address manually.

If your address doesn’t appear in the address search

On the rare occasion that your address cannot be found, please contact us.

Not sure if you live in the borough of Hinckley & Bosworth?

View our online map if you are not sure whether you live in the borough.

News, updates and consultation

You will have the option of signing up to one or more of our mailing lists, for example: 'Consultation', 'Bins, recycling and Rubbish' and 'News, press, events and emergency info'. This is optional and you can unsubscribe at any time.

If you register and don’t receive your account activation email

Check your spam or junk email folder as our email may have been delivered there. If you do not receive an email within an hour of registering, please re-register (by clicking on Register, top right of page) and we will send you a new account activation email. If the problem persists, please contact us.

If the link to activate ‘my account’ does not work

Please check that you have clicked on the most recent account activation link that we have sent to you. If you continue to experience problems, contact us via our contact form.

If you lose the email containing the account activation link

Simply re-register for an account. An email containing a new account activation link will be sent to you.

Deleting your account

You will need to contact us if you wish to delete your account. You are not able to delete your account online.

Logging in to my account

There are two ways to log in:

Click on Login at the top of the page
When you go to complete an online form, you will also be prompted to log in to my account. Logging in saves you time as your personal details will pre-populate in the relevant form fields

You will be asked to enter the email address and password that you used when you registered for my account.

How to log out of my account

To log out, click on the arrow at the side of your name, top right of the page. Then select log out.

If you can't log into my account

You must enter both the email address and password that you used to register for the account. The password field is case sensitive, so ensure that you enter it as you did when you created the account.

If you continue to have problems logging in, click Forgotten your password? If you have an online account with a matching email address, an email will be sent to you.

Please note: after five login attempts, your account will be locked out. For security reasons, you will be locked out for six hours before you can attempt to log in again.

You must wait six hours before trying to reset your password again.

After six hours has passed, select the Forgotten your password? link and reset your password before attempting to log in again.

Forgotten your password?

Select Login at the top right of the page and select the Forgotten your password? link. This will prompt you to enter your email address. We will then send you an email containing a link to reset your password.

If you don't receive an email to reset your password

Check your email spam inbox in case the email has wrongly been directed there. Also, make sure your email address is correct. If it doesn’t match our records, no email will be sent, and if it is incorrect, we won’t be able to email you. We also won't email you if you don’t have an account linked to the email address entered.

How to change your password

To change your current password, you must be logged in. Click on the arrow to the right of your name at the top right of the page. Then click on the link Change password and follow the instructions. (If you want to change your password because you have forgotten your current password, see 'Forgotten your password' above.)

Using my account

My recent requests: tracking the progress of your enquiries

If you are logged in to your account when you complete a form, you will be able to track the progress of this transaction under 'My recent requests'. You will be able to view the transaction in my account for three years. An exception to this is where you provide information about someone else (for example, while logged into your account, you might be completing a form to nominate someone to win a competition). In this case, the information will remain in your account for three months.

If you complete a form and you are not logged in to your account, you won’t be able to see this transaction/request/consultation under My recent requests.

Please note: some of our systems are not yet linked to my account and so you will not be able to track requests or transactions relating to those services. These include: making a planning application, applying for a job and online housing account transactions.

How to change personal details

If your details change - such as your name, address or contact details, then you will need to notify us by updating your profile form. Important: you are only changing your details in my account; your details will not be automatically updated in other systems (such as my housing account and setting up a direct debit for the garden waste collection).

Further information on how to change your details

You can’t save payment card details

It isn’t possible to save card details in my account.

Making multiple payments through my account

You can currently only make single payments through my account but you can keep repeating the payment process for multiple payment.

Making payments for multiple addresses as a landlord

You are not able to make multiple payments in one transaction. However, if you create an account and login, your personal details will be pre-populated into the form, allowing you to make multiple payments quickly and easily.

Only a limited number of online services are available through my account

We have made the decision to launch my account with a limited number of services so we could develop it gradually and ensure that it meets the needs of our residents and businesses. In addition to our online forms, services available in 'my account' include: 'my council tax', 'my benefits' and 'my business rates'.

Completing your form: you are timed out after one hour

You have one hour to complete your form. In longer forms, we have included a save option. Please save if you need one hour or more to complete your form.

Personal details

You must provide personal details to register for an account

In order to register and use many of the services within my account, you will be required to submit your name, address and email address. Collecting this information will make it quick and easy for you to use our online services and keep track of your enquiries.

What we do with your personal information: privacy statement

The information collected in the form when you create an account will only be used to improve the services we provide to you when carrying our legal obligations. We will not give information to anyone else, or use information about you for any other purposes unless permitted to do so by law. For more about how we use personal data, visit privacy and cookies