Customer Portal FAQs

Our new customer portal is a secure online account area where you can:

• Update your personal details
• Complete a Shared Ownership application form
• Track the status of an ongoing application or sale
• Request to sell your Shared Ownership home
• Request to Staircase (buy more shares)

We’ve introduced a new portal to make the experience simpler, clearer and more secure, and to give customers better visibility of their application or sale status.

Yes. To access the new portal, you’ll need to:

1. Re‑register using your email address
2. Create a new password

This is a one‑off step.

Yes.

Your customer profile and your existing information (including applications) will be available in the new portal.

You should not need to re‑enter information you have already provided.

For security reasons, we cannot transfer passwords from the previous portal to the new one.

That’s why you need to re‑register and set up a new password to access your account.

Step‑by‑step

1. Go to the new portal login page
2. Select Register / Sign Up
3. Enter the same email address you used previously
4. Follow the instructions to set a new password
5. Log in and you’ll see your account information

Try the following:

1. Check your junk/spam folder
2. Search your inbox for: “portal” or “register”
3. Make sure you are using the same email address you used before
4. Wait a few minutes and try again (emails can sometimes be delayed)

If you still don’t receive anything, contact us (details below).

If you’re unsure, try the email address where you normally receive updates from us.

If you still can’t access your account, contact our support team and we’ll help you.

• Email: [email protected]
• Phone: 020 7021 4842
• Hours: Monday to Friday, 9am to 6pm

If you can’t access the email address you previously used, you won’t be able to complete registration without help.

Please contact our support team so we can advise the next steps:

• Email: [email protected]
• Phone: 020 7021 4842
• Hours: Monday to Friday, 9am to 6pm

What to include: your full name, postcode, and (if known) your previous email address.

No, this is expected.

Because this is a new portal, you must set up a new password by registering again.

First, check you registered using the same email address you used previously.

If you still can’t see your information:

• Log out and log back in, then try again
• If it’s still missing, contact our support team and we’ll investigatE

No. The portal change does not alter your application or sale process, it only changes how you access your online account.