Customer Procedure for Signing up to Citizens Account

Customer Procedure for Signing up to Citizens Account

and Adding Services to your Account

Customer Procedure for Signing up to Citizens Account and Adding Services to your Account

Creating a Citizens Account (Basic Profile for Public Customers)

You will need to either click on the link on the front page -

Or you can go direct to the Citizen’s Account homepage by going to

Once into the Citizens Account Sign-In page, you should then click either the link on the left, or the one at the bottom (highlighted).

You should ensure you read the text on this page thoroughly, as it outlines the process you need to follow to sign up.

Note – there is a slight difference if you are signing up as a result of PIN codes issued with Bills at annual billing; this will be noted later.

You must then complete the fields on the following page-

The “question” section is especially important as without it, you cannot request a temporary password if you need it due to forgetting your normal one.

When you click “Finish”, you should be taken to the following page-

You should then exit the registration process by clicking the link “exit registration”.

Once you have done so, you will need to accessyour email account and find the verification email that has been sent to you; you must do this before you can use or link anything to your Citizens Account.

Please note that, if you do not see the verification email in your Inbox, it may have been routed to your Spam or Junk Mail folder instead. Please check these first; if the email has not been received, please check your registered email address was typed correctly. You can contact us for further assistance at if you need it.

Completing the Account Activation Process

Opening the email shows the following-

You must click on the link (or visit the Citizens Account login page again), then log in (using your email address and password) to get back into your Citizens Account profile.

Once you are logged in again, you will see this screen-

You need to input the activation code you received in the email exactly as it appears in the email; you should not attempt to copy and paste the code as this can cause problems.

Clicking “Continue” will route you to the following page (provided you have entered the code correctly).

Once you have successfully activated your account, you can click on the link (highlighted above) to begin adding accounts to your profile (see the section below).

Note that each screen contains advice and help for the sign up process (as shown in the examples above).

Adding Services to a Citizens Account Profile

You can add Services to your profile by clicking on the link shown in the screenshot above, or by clicking on the “Add Account” action on the left of the screen.

You need to click the link under “Available Services” to select the item you want to link. Each service requires slightly different sign up criteria –

You need to complete the screen for the service you wish to add with the relevant information and click “Next”.

The screen will inform you that a code has been sent out to you; the system will send out an authentication code via Royal Mail to the relevant address you are attempting to link (i.e. The property address for Council Tax, the claim address for Benefits/CTR, the rented property for LAHRA tenants, etc.); you will then need to click “Add Account” again and repeat as necessary to add further services.

This is for security reasons, to ensure the person requesting access is the correct person who needs the access; this process cannot be side-stepped by customers when they sign themselves.

Once you have received your authorisation code (Citizens Account Unlock Letter), you need to log back into your account with the 4 digit PIN code youreceived, and enter this against the correct service you are attempting to unlock (note you need to be sure to check the letter to see which PIN code this is if you have requested more than one).

Once the correct PIN code has been entered, you can click the “Unlock” button and this will then enable your access to the service.

Additional services can be attached to a Citizens Account in the same way at any time.

PINS on Annual Bills

When the annual bills are issued in early March, they are pre-printed with the PIN for that property on them. If you sign up or want to add your Council Tax account to your Citizens Account, you can use this 4 digit PIN instead of needing to wait for one to come through the post (note that you must still use the “Add Account” option and enter the Council Tax Account information as previously mentioned, in order to access the unlock screen to enter this PIN).

Note that these PINs are only valid until June 2016; after this point, they will no longer work.