Digital errors
When using our websites or the online account, though we try to prevent them, you may encounter errors. Find out what each of these errors mean and what you should do if you find one.
- Every hour our website refreshes to ensure we are showing up to date information. When the website is refreshing, some pages will display this error.
- When this happens, please wait a minute and then refresh the page
- If the error lasts longer than a couple of minutes, please get in touch so we can get this looked into
- This usually means that a link has broken and can no longer be found
- If this happens, please get in touch and let us know what happened so we can get this looked into
- We try to include videos on the help and support section of our website to help show certain services or features
- When your cookies are set to necessary only, these videos won't show, as YouTube is not classed as a necessary cookie
- To help prevent this, we've added links to the videos and have also created a video library that has links to all our video
- Our online account is available for all of our current customers
- Please sure your tenancy reference is typed correctly, if you're unsure what your tenancy reference is, please check any letters recently sent by us or get in touch and our Customer Experience team can let you know
- When creating a password, please ensure that the password:
- Has a minimum of 8 characters
- Includes 1 upper case letter
- Has 1 lower case letter
- Has 1 number in it
- Has no spaces
- Has 1 special character such as #?!()@$%^&*- - If you share an email address with another customer who has an account, you will need to use a different email address as each email address can only be linked to one online account
- Please get in touch and we can complete some more checks, such as making sure your email address is the same one that we hold
- Please make sure that your password is typed correctly
- If you can't remember your password, please to reset your password. You'll be sent an email to reset your password, however the email may go in your junk/spam folder
- If the payments and statements section of the online account isn't showing any information, it may be that your agreement hasn't been linked
- To check this, please go to your profile page and see if the agreement reference number has been filled in
- Once checked, please get in touch and let us know so we can get this looked into
- When using the chatbot, sometimes it may pop up with a flow error after you've sent a message. If this happens, please close the chat down and start a new one and the chatbot should work again
- If this doesn't fix the error, please get in touch so we can get this looked into
- Please check that the URL is typed correctly
- If the message still appears when typed correctly, it will mean that the page no longer exists
- If you followed a link or clicked a button and it appeared, please get in touch so we can get this looked into
