Online services
frequently asked questions

Everything you need to know about our online service options.

What is MyGuinness?

MyGuinness is a secure online service for Guinness customers. You can use it to view your rent account, pay your rent online and contact us, when it suits you.

What can I do on with a MyGuinness account?

You can:

  • look at your rent and any other payment accounts you have with us and view any charges to your account, payments you have made and the balance
  • Book, reschedule and cancel repairs
  • look at account statements and view any payments you have made since 2013
  • check the details of any payment plans that you have with us
  • make payments to Guinness using allpay
  • contact us for customer service help.

This is just the start. Additional online services will be launched in the coming months. You will soon be able to report, book and track a repair and change your contact details and preferences easily.

What do I need to use MyGuinness?

Our online services are designed to be used on most smartphones, however for the best experience we recommend using a desktop computer and an up to date web browser.

How do I set up an account?

You can set up an account here

It’s really easy to get started and any Guinness customer can set up an account.

You’ll just need:

  • an email address (you’ll receive an email during registration as an additional security check)
  • your postcode
  • your payment reference number (which you’ll find on your rent statement).

We need these details confirm your identity and complete a security check to ensure only you are able to access your account online.

There are many free providers of email addresses. See Wikipedia’s comparison of web-based email providers.

I don’t know what my payment reference number (PRN) is – can I still register?

You’ll find your payment reference number on any rent statement or rent letter that we’ve sent you.

My account set up has failed – what’s the problem?

As you set up your account you’ll be asked for some further details. If you’re having difficulties please check the following:

  • your date of birth is typed in the following format: YYYY-MM-DD
  • your postcode is typed with a space between the two groups of letters and numbers, eg, M5 3FG
  • your full name that you’ve used on the tenancy agreement
  • your email address is correct. If you haven’t got an email address attached to your account then you won’t be able to set up an online account. Contact us via phone or live chat to update these details on your account
  • you’re using your account payment reference number (PRN) as displayed on any rent statements or rent letters we have sent you
  • you’re using a valid email account. You’ll need to access this and respond to an email we send to you that helps make the process secure
  • if you haven’t received a confirmation email, check your spam or junk folder – you must click on the link in the email within 15 minutes otherwise you’ll need to re-register
  • the password you’re using has at least six characters with at least one capital letter and one number

If you’re still having difficulties setting up an account, please call us on 0303 123 1890 (Monday to Friday, 8am-8pm and Saturday 9am-5pm).

For people with hearing or speech difficulties our TextRelay is 18001 0303 123 1890.

When I try to log in I am asked for a username – what is it?

Your username is the email address you used to set up the account.

I’ve forgotten my password – can I reset it?

Yes you can reset your password by:

  • choosing to Reset your password from the MyGuinness homepage
  • enter your email address
  • answer the two security questions that you chose when you set up your account.  Please note that the answers to the security questions need to be typed in exactly as they were during account set up, including any capital letters, spaces used, etc.
  • an email will be sent to you with a link that allows you to create a new password
  • Your new password must have at least six characters, including one capital letter and one number

I have tried to log on and my account is locked – what do I do?

Your account will automatically unlock after 15 minutes. After this time you can choose to your password and log in.

If you need to access your account before then, please give us a call on 0303 123 1890 (Monday to Friday, 8am-8pm and Saturday, 9am-5pm).

For people with hearing or speech difficulties our TextRelay is 18001 0303 123 1890.

How can I make a payment?

To make a payment you’ll need to set up an allpay account. You’ll need an allpay number, which is the long number on your allpay swipecard.

You can sign up for an allpay account on the allpay website.

I’ve made a payment – when will it show up on my account?

Any payments that you make will usually show on your MyGuinness account after three working days.