Guide to the Citizen Portal account

We use the Citizen Portal account for:

• our waste forms, such as report a missed collection
• some of our street issue forms, such as report flytipping

You can submit a form and track its progress using your Citizen Portal account. The Citizen Portal account is separate from other accounts you might already have with us.

Use your email address

To create an account using your email address:

1. Go to the Citizen Portal sign in page.
2. Select Create an account and follow the instructions onscreen.

You can use the same email address you use on other accounts.

Use your Facebook, Google or Microsoft account

To create and sign in to a Citizen Portal account using Facebook, Google or Microsoft:

1. Go to the Citizen Portal sign in page.
2. Select the Facebook, Google or Microsoft button and follow the instructions onscreen.

If you use your Facebook, Google or Microsoft account, you won't need a separate password. If you're signed in to one of these accounts you'll automatically be signed in to your Citizen Portal account.

Check you have an account

To check if you've created a Citizen Portal account, type your email and password in to the sign in page and see what the error message says. If it says:

• We can't seem to find your account: it means there's no account with that email address, select Create an account
• Your password is incorrect: it means you have an account but the password is incorrect, you can reset your password by selecting I've forgotten my password

If you used a Facebook, Google or Microsoft account to create your Citizen Portal account, you need to select the Facebook, Google or Microsoft button to sign in.

Reset your password

To reset your password:

1. Go to the Citizen Portal sign in page.
2. Select I've forgotten my password and follow the instructions onscreen.

Your password must be between 8 and 16 characters long and needs at least one:

• lowercase character, a to z
• uppercase character, A to Z
• number, 0 to 9
• special character, @#$%^&*-_+=[ ]{ }|\:',?/`~"( );.

Told to change your password in your Facebook, Google or Microsoft account

If you try to reset your password, you might be told that you need to use your Facebook, Google or Microsoft account. If you haven't created a Citizen Portal account using one of these accounts, it means you don't have a Citizen Portal account and need to create one.

Form isn't working

Our waste and some street forms don't work with the Internet Explorer browser. You need to use a different browser such as:

• Google Chrome
• Mozilla Firefox
• Microsoft Edge
• Safari (Apple devices)

Can't see the form after resetting your password

After resetting your password, you'll be asked to sign in to your account. Once you've signed in, go to the list of waste forms available in the Citizen Portal to find the form you want to fill in.

Tell us about a problem with a form

If you need our help, ask us to give you a call. We aim to call you back within 1 working day.