If you have forgotten or lost your password, please click on the forgotten password link available from the Login page. Enter your username and you will receive an email with a code to input to the website. From here please answer the subsequent security and known information questions, clicking next step when finished.

Once your identity has been confirmed you will be able to set a new password.

If you have forgotten or lost your username, please click on the forgotten username link available from the Login page. You will receive an email with the username associated with your email address to use on the website.

Click the Login/Register button at the top of the page and select the Forgotten Password option.

If your account is disabled please use the 'Website Queries' details on the Contacts page.

You need a customer reference which you should have received in the post in order to register. If you don’t have a reference you need to use the Website Queries details on the Contacts page to arrange for one to be sent to you. Once you have a reference follow the steps on the subsequent pages to complete the registration.

If you have a smart phone you can use two factor authentication to provide an additional layer of security for your Member Self Service account. If you haven’t logged in for a while, you might see this suggested next time you do so; otherwise you can always enable it from the Your Account page under the Password & Sign-in Method section.

To set up two factor authentication you’ll need to choose whether that will be by messages sent to your phone, or by using an authenticator app which you can get in your app store and set up using the instructions on the website.

• If you decide to use messages, you’ll need to enter your phone number and confirm it.
• If choosing an authenticator app, once you have got that on your phone, click on the ‘enable Two-Factor Authentication’ button on the website, choose ‘Yes’ to enable, click on the ‘authenticator App’ button and then use the app you have downloaded to scan the QR code shown on the website. Your app will then tell you it has added an account, and show a code which will change every several seconds. Entering the code on the website completes setup.

The next time you log into the website with your username and password, you will be prompted for the latest code to continue; that code will either be sent in a message to your phone, or can be found in your authenticator app, based on the option you selected.