The L&Q online account
The L&Q online account is our safe, secure and easy-to-use resident portal that lets you manage your home anytime, anywhere.
Sign up for an online account
It only takes a few minutes to sign up with an email address and your tenancy or customer reference.
Your tenancy or customer reference is printed on your rent statement or service charge letter.
If you need help with signing up for an account or finding your tenancy or customer reference, please complete our online account support form.
The benefits of having an online account
Your account is safe and secure and gives you full control over managing your home.
You can access your account anytime, anywhere, on any device – provided you have an internet connection.
There's a range of services available, including:
- viewing your details and tenancy reference
- requesting changes to your details
- making payments or setting up a Direct Debit
- checking your latest balance and the last two years' worth of transactions
- viewing and downloading your statements
- requesting a refund
- applying for home improvements
- submitting a complaint, query or feedback
- reporting a disability
- contacting us via web chat about your online account or payments
Frequently asked questions about the L&Q online account
- How do I sign in to my online account?To sign into your online account, please go to our online account page and enter the email address you used to sign up for an account and your password.
You'll then need to choose whether to receive a code via email, text message or phone call. Once you've entered this code, you'll be signed into your dashboard. - How do I set up a Direct Debit online?To set up a Direct Debit online, you'll need to:
- sign up or sign in
- select 'my payments' on the dashboard
- open 'Direct Debits' at the bottom of the page
- select the 'new Direct Debit' button
To make a change or cancel your Direct Debit, please get in touch with our customer service centre – you cannot do it online. - How do I read my online statement?When you sign into your account, you'll be able to see your account balance on your statement page, as well as the last two years’ worth of transactions.
If you're in arrears, you'll have a positive account balance.
If you're in credit, you'll have a negative balance.
When you pay us by card payment or Direct Debit, this will be a negative value in your statement – for example '-£100', and will be in green font.
The 'Rent and Services' transaction covers any rent or service charges and will appear as a weekly charge on your account. This will be the case even if you pay us monthly.
Please note that it can take up to three days for new transactions to appear in your online account. - What should I do if I've forgotten my online account password?If you've forgotten your password, please go to our online account page and select 'Reset password'.
Enter your email address and we'll send you a code by email, you'll then need to enter this code to set up a new password.
If you don't receive an email, you may have used a different email address to sign up.
If you're stuck, please get in touch with our customer service centre. - Who can create an online account?If you're named on the agreement with L&Q, you'll be able to create an online account with us. This applies to anyone named as a primary or joint tenant.
We're sorry, but any household member who is not on the agreement will not be able to create an online account.
For more frequently asked questions about the L&Q online account, visit our help and advice pages.
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