MyAccount: Your online service

Anyone can register for MyAccount. However in order to use features such as reporting a repair or viewing your rent and service charge information, you must have a verified account.

Although Optivo merged in December 2022 with SHG to form Southern Housing, only those who hold a tenancy and live in a home previously managed by Optivo can have a verified account. 

MyAccount cannot be used by Optivo student or keyworker customers.

Registering is quick and easy!

Our MyAccount website can be used on all devices and website browsers - all you need is access to the internet.
 

Registering for MyAccount:

1. Click here to go to the MyAccount login page (the link can also be found at the top of every page on our website too!)
2. Click on the ‘Register Here’ button
3. Enter your chosen email address and  password (at least 9 characters) and confirm
4. Click on the ‘Create Account’ button
5. Type in your first name and last name and click on the ‘Submit’ button
6. Your email address will auto fill for you
7. Confirm if you are a resident or not and click on the ‘Submit’ button.

After setting up your login and password, there’s just one more thing you need to do before you start using the full range of features available within MyAccount.

We need to verify your MyAccount login details. This makes sure only you can access your personal information and allows us to link your MyAccount login to the information we hold about your tenancy.

If you don't verify your account you won't be able to do things like report a repair or view your rent statement and service charge information.

The good news is that verifying your MyAccount login is easy...
 

How do I verify my account?

When you first register, you will be prompted as part of the sign up process to verify using your unique PIN. We can send you your 4 digit PIN instantly by text or can send you it in the post (this can take up to three working days to arrive). The choice is yours and you’ll only need to do this once.

Once you know your PIN you can enter it when prompted to verify your MyAccount login.

If you don't know what your PIN is, then you can ask for this to be sent to you from within MyAccount.
 

Need more support?

Further guidance is available in our frequently asked questions, but if you need further support please contact us.

We'll send all users a PIN by text or by post (depending on your preference). 

You will need this PIN number to to verify your account when you login for the first time.

We verify your account to make sure it's secure to you and no one else can view your information.

We do this by sending you a secure PIN by text or post. You then need to log into MyAccount and enter this number to unlock the full benefits.

We only need to do this once and after you've verified your account you can view secure information about your tenancy including

• rent,
• repairs and
• service charge information.

You won't be able to view this information if you haven't verified your account, so it's well worth doing!

Your password must be at least 9 characters long and include a number and a capital letter.

Keep your password secure and don't choose something that can easily be guessed.

If you hold more than one tenancy with us (for example, a house and a garage) you may need to add an additional account. This can be done from the 'Home' page once you’ve logged into MyAccount.

1. Select the ‘Add your accounts’ button from the 'Home' page OR choose ‘Verify my account’ from the 'Other Services' tab within the navigation bar
2. Select the tenancy displayed by checking the box and selecting ‘Submit’
3. It can take up to 60 seconds for your account to be added. Please wait, then refresh your screen to view your accounts on the 'Home' page. You may need to refresh your screen more than once
4. If there are no addresses or tenancies displayed, you have linked all your tenancies
5. You may link a maximum of 5 accounts at once.

Yes you can! 

Go to the Rent Accounts page and click on the ‘download your statement’ button, towards the bottom of the page.

To view your transactions in print format, you'll need to download a PDF reader. 

Please note: printing does not work on apple devices (IOS) using Safari, so you will need to use another browser like Google Chrome instead.

To change your password, follow these steps.

1. Log in to your account
2. Select the area of the screen in the top right where you can view your name
3. Select 'Change password'
4. Type in your current password followed by your new password and password confirmation. Your new password must be at least 9 characters and include a number and a capital letter
5. Select the Change Password button. Your new password will be active immediately.

If you don't know your password you can use the 'forgot my password' button and follow the onscreen instructions to reset your details.

You'll be able to view the details of any repairs logged going back 25 months.

An email with further instructions will be sent to the email address that you used to register for MyAccount.

Please check your Spam or junk folder within your email inbox.

We're making some changes and improvements to the MyAccount service. As part of our planned changes, from 31 December 2023 we’ll be closing the MyAccount App.

So, before this date, we're encouraging all existing users of our App to make sure they are signed up to the web version of MyAccount instead.

To change your email address, follow these steps:

1. Log in to your account
2. Select the area of the screen in the top right hand corner where you can view your name
3. Select ‘change email’
4. Enter your new email address and confirm it
5. Enter your password and click submit
6. Once your form has been submitted, you will need to contact us on 0800 121 60 60 to finalise the process.

If you have registered for MyAccount but are having difficulty logging in, it may be that the password details you are entering are incorrect.

Please select "Forgotten your password?" button and follow the on-screen instructions to reset your password.
 

Still having problems?

If you have tried to reset your password but are still struggling to login, it may because you don't actually have an account for the version of MyAccount you are trying to use. This is because users previously had to register separately to use the MyAccount website and the MyAccount App (this has since been closed down).

This means that you cannot log into the MyAccount website using an existing username and password for the MyAccount App.

• If you have registered for both the App and the website versions of MyAccount, please check that the email address and password you are using to login to the MyAccount website is for the correct system.
  
  
• If you are trying to use the MyAccount website for the first time, you will need to register.

There's lots you can do in MyAccount. Below is a handy summary of what you can do within each of the different sections that are available from the navigation bar at the top of the screen in MyAccount.

Tenancy:
Within this section you can:

• View the details we hold about you and edit your communication preferences
• View your household details
• Add additional household members
• Request to discuss your rent account.

Report it:
Within this section you can:

• Report a repair
• Report anti-social behaviour
• Report fly-tipping
• Make a complaint.

Apply for it:
Within this section you can:

• Make an Adaptation request
• Buy your home (if eligible there are some schemes available that allow you to purchase the property you rent from us)
• Ask to home improvements (including satellites)
• Ask for support with money guidance
• Request permission to have a pet
• Request a payment card

Other services:
Within this section you can:

• Check the progress of your lettings application
• Find out more about how you can get involved at Southern Housing
• Mystery shoppers form
• if you haven't already, you can verify your account