Q: I have signed up but haven’t received an email to activate my account?
Activation emails are usually delivered within a couple of minutes or a few hours depending on your email service provider. Please make sure that you check your spam/junk folder for this activation email and email our Estates team at email@example.com after 24 hours if you have not received it.
Q: I have tried to log-in but I keep seeing an error message that says my username or password is incorrect?
If you are confident that you have entered the correct details, please try the following steps…
- Delete your browsing history before trying again as it could be remembering previous information entered
- Try using a different computer or mobile device
- Come into our office and try using our computers.
If you have tried all of the above and still can’t log-in, please contact our Estates team by emailing firstname.lastname@example.org
Q: I have completed part of my application form but when I go back to the ‘Apply to make an alteration to your home now’ page, I can only see a blank form?
To go back to your form, you must save it before existing or it will not save. You can do this by scrolling to the bottom of the form and selecting ‘save and exit application’.
Once you have clicked ‘save and exit application’ you will see a message appear with a link that you can follow to go back and complete your form. You can also email this link to yourself. The link will expire after 30 days.
If you choose to email the link to yourself, you will need to type your email address into the ‘email address’ box as prompted and click ‘send link’. Once you have done this, the link will be sent to the email address you have entered.
Q: How do I ‘log-out’ so I can log back in and see my partly completed form?
You do not need to log-out to get back to your partly completed form and there is not the option to do this. To get back to your partly completed form, you need to follow the steps above.
If you want to get back to the log-in section for any other reason, but keep seeing the form instead of the log-in screen, you can do this by either using a different browser (for example if you used Internet Explorer originally you could use Google Chrome) or by clearing your browsing history.
Q: I’m having problems uploading drawings / photos etc?
The form will only accept the following file types – jpg, gif, png, pdf. Please make sure the files you are trying to upload are in these formats. If you still encounter problems, please contact our Estates team.
Q: I have finished my application but it won’t let me submit it?
Please check that you have filled in all of the required fields. The form also requires you to submit photos or plans with your application form. For applications such as a satellite dish, a photograph of the rear of your property, for example, would be sufficient to submit.