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My Benefits account

Frequently asked questions

What do I need to create an account?

To create an account you will need an email address. 

If you don't have an email address, this BBC webwise guide explains what an email address is, and will help you set up an account.

Once you've set up your email account, you'll be able to create and activate your My Benefits Account.

How do I create an account?

Creating an account is easy and will only take a couple of minutes. All you need is an email address and to follow these simple steps:

  • click on 'Register'
  • enter your personal details
  • click 'Submit'
  • you'll receive an email to activate your account – click the link in the email
  • your account is now activated
  • login using your email address and your newly created password

Alternatively, you can use an existing social media account such as Facebook or Google to authenticate yourself (we will not have access to any of your personal information).

How do I make a new claim?

After logging in, go to ‘submit a request.’

How do I view personalised information about my claim?

You’ll need your claim reference number to complete your registration and view personalised information.

After registration, select ‘get answers fast’ and enter the following information:

  • your surname
  • your house number
  • your postcode
  • your claim reference (This is an 8 digit number. If you are claiming benefit for the first time we will provide you with your reference number. If not, this is on the notification letters that have previously been issued to you.)
  • your National Insurance number

After entering this information, select ‘Register’ to complete your registration.

What if I don’t get an email to activate my account?

If you don't receive an email to allow you to activate your account, check that the email hasn't gone directly into your 'junk' or 'spam' folder.

If not, click on 'sign in' and enter the email address and password used to register.

You'll get an error message, however this will prompt another activation email to be sent. If you do not receive this activation email then please contact us.

I am having trouble logging in to my account

To log in you will need to use the email address and password that you entered when you created your account.

The first time you log in, you must activate your account by clicking on the link in the email that is sent to you.

I can’t register a My Benefits claim on my account

A benefit claim has to be in payment to be able to complete your registration and see personal information.

If you have applied for housing benefit or the council tax discount scheme through My Benefits Account then you can track progress on your claim through ‘track my requests’.

You will receive a confirmation email when your claim has been assessed.

I have forgotten my password

Go to the log in screen of My Benefits Account and click on ‘Forgot Password’.

You'll receive an email from accountservice@onevault.net containing a link to change your password. If you do not receive this, please check your 'junk' or 'spam' folder.

Can I set up an account on behalf of a relative/friend that I support and help?

Yes, you can with their permission.

In order to link their accounts you'll need to have their benefit claim reference. Please note that we will be unable to supply this information to you without written confirmation.

Using your personal information

Any personal information you give us is held securely and will be used only for council purposes. Information collected for one purpose may be used for another purpose by the council unless there are legal restrictions preventing this. Using your information in this way helps us to deliver more efficient services that can be tailored to your needs and preferences. We will not share your information with third parties for commercial or marketing purposes.

We may share your personal information with other agencies (for example law enforcement agencies) where the law requires us to or where it is appropriate to support our duty to protect public funds and/or detect and prevent fraud.

I need help making a claim

If you need help creating an account, making a new claim or submitting a change in circumstances please book an appointment directly with your caseworker.

Caseworkers are assigned according to your surname. Please contact the relevant caseworker to book an appointment.