Help with my customer account

A customer account lets you use the same account sign in and password to access a growing number of services.

We’ve chosen this Microsoft product to authenticate and verify your identity because it is a secure and trusted system. 

Setting up 'My Account'

A quick video guide to creating your 'My Account' on Broadland District and South Norfolk Councils'

Registering for an account

Follow the Register link on the website, enter your email address and press the Send verification code button.

This will send a code to your email address. You'll need to enter this code and then click the Verify code button before you can complete the form and create your account.

If the code doesn't arrive, you might need to check your spam or junk email folders.

You’ll also need to choose a password. To protect your information, the password must be 8 to 16 characters long and must include three out of four of the following:

  • lowercase characters (a, b, c)
  • uppercase characters (A, B, C)
  • numbers (0 to 9)
  • one or more of the following symbols: @ # $ % ^ & * - _ + = [ ] { } | \ : ' , ? / ` ~ " ( ) ; .

Register now

Activating your account

After you've created your account, you'll be asked to fill in a form with some personal details, including your phone number and address.

You'll need to confirm that you have read our terms and conditions and let us know if you’d like to receive updates from us about our services before you can start using your account.

Signing in to your account

You can sign in to your customer account using the email address and password you registered with.

If you have problems signing in, check that you are entering your password correctly. It’s case sensitive and needs to be entered exactly as you did when you registered.

If you still can’t sign in, try resetting your password using the Forgot your password? link on the sign in page.

If you try the wrong sign-in details too often you will be locked out of your account. This is only temporary and it’s done to protect your account from unauthorised access. You’ll be able to try again after an hour.

Sign in now

If you have lost or forgotten your password

You can reset your password using the Reset your password? link on the sign in page.

Changing your password or other personal details

You can update your personal information at any time by signing in to your account. This includes your name, email address, phone number and address.

If you want to change your password, sign in to your account with the details you used to register your account and update your password using the Change password button.

This will send a verification code to your registered email address which you must enter within 5 minutes or it will expire and you will need to request a new verification code.

Alerts for planning applications

You can create alerts to be notified of new planning applications and for updates to existing applications in both the Broadland and South Norfolk districts.

Email alerts can be set by using any of the following criteria:

  • by planning application reference
  • by Parish
  • within a 2km radius of the address in your My Account profile

You can create multiple alerts on different criteria and manage these if you wish to change the criteria. One email will be sent per day containing details of all applications that meet the criteria.

How to create an alert

  1. Log in to My Account or sign up for My Account.
  2. Go to the Planning section and select Manage your planning alerts.
  3. Select ‘Add alert’.
  4. Choose the criteria for your alert from the drop-down options.
  5. Select ‘Create alert’.

How to change the radius for existing alerts around an address

  1. Log in to My Account.
  2. Go to the Planning section and select Manage your planning alerts.
  3. Select ‘Add alert’.
  4. Select ‘Use an area around my address’.
  5. Choose a different radius from the drop-down list. 
  6. Select ‘Create alert’.
  7. The ‘Your alerts’ section will show the updated criteria and a message will appear to say an existing alert was updated.

Need more help?

If you still have questions about your account, you can contact us via the general enquiry form. Please select the 'My Account' option.