The L&Q online account

The L&Q online account is our safe, secure and easy-to-use resident portal which lets you manage your home anytime, anywhere.

Sign up for an online account

Signing up only takes a few minutes.

You’ll need to provide your name, tenancy or customer reference, email, date of birth and UK phone number.

You’ll find your tenancy or customer reference printed on your latest rent statement or service charge letter.

Please be advised that an email address can only be linked to one online account. For example, if you have more than one tenancy (home and parking) you'll need to use a different email for each online account.

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
viewing your weekly rent
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

Help using your online account

We can help if you need support signing up, signing in or closing an account.

We can also help you find your tenancy or customer reference or when you spot something wrong with your account.

You can submit your request using our online account support form.

Frequently asked questions

How do I sign in to my online account?
To sign in to your online account, go to the login 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 or phone.
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
Once you have a Direct Debit with us, you can view your rent or service charges payment date, frequency and amount from your online account.
You'll have to contact our customer service centre if you want to change or cancel your Direct Debit – 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, go to the login page and select 'Reset password'.
Enter your email address and we'll send you a code by email. You'll 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.
When you set up a password, it must have at least 10 characters and include a mix of upper and lower case letters, numbers and symbols.
If you're stuck, contact our customer service centre.
Who can create an online account?
If you're named on the agreement with L&Q, you can 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.
Why do I have multiple accounts showing in ‘My payments’?
If you have multiple agreements with us, for example, your home and a parking space or garage, you'll see two accounts in 'My payments'.
If this information does not look right to you, let us know by completing our online account support form.
I’m no longer an L&Q resident. Can I make a payment online?
Yes. To start, you’ll need to sign up for an online account or sign in.
Please be aware that if you’re setting up a new account, you’ll need to use the details for your previous L&Q home rather than your current address.
Once signed in, you’ll be able to check your account balance, view transactions and make online payments.

The L&Q online account