MyTandridge account guidance

How do I create a MyTandridge account?

• Visit MyTandridge account.
• Enter your first name, last name, e-mail address, postcode and mobile number. 
• Agree and accept the website terms and conditions and privacy notice. 
• Select your address from the drop down list. 
• Go to your e-mails. You'll have received an e-mail from MyTandridge account (you may need to check your junk folder). Click on the verification link within the e-mail. 
• Create and confirm your password. 
• You now have access to your MyTandridge account homepage. 

This video will help you create your MyTandridge account.

I am trying to create a MyTandridge account but my address is not listed?

MyTandridge accounts are only available to the following: 

Residents of Tandridge District Council. 

Businesses registered within Tandridge District Council. 

If the above applies to you, but you are unable to see your residential or commercial address, please contact customer services. 

If you are a landlord who owns property within Tandridge District Council but you yourself are not a Tandridge resident then you will not be able to have a MyTandridge account. However, you can tell us about a change of tenancy by contacting customer services.

Who can have a MyTandridge account?

Any resident or business within the Tandridge District Council area can sign up for a MyTandridge account.

Why is MyTandridge account locked?

Your MyTandridge account may be temporarily locked after three unsuccessful login attempts. Please wait 30 minutes before attempting to reset your password. If the issue still occurs, please contact customer services. 

Why am I getting a warning saying my caps lock is on when it is not?

When setting up a MyTandridge account password, some customers are getting a error message warning that the caps lock is on, when it is not. This is a known issue that we are working to fix. We advise to please ignore the warning message and continue to create a password as normal.

Under my details, my property address is wrong, how do I update this?

Click on update my details to change your property address.

When clicking on a link I receive the error message- access denied by page security check.

Please close the webpage and click on the link again. If the issue still occurs, please contact customer services. 

Who do I contact if I have problems or questions?

Please contact our team if you have issues with the new online service. 

Is my information safe?

Yes, it’s secure. The security of resident data is vitally important to us and all data is safely and securely stored, only accessible through secure login details. For more information about data protections, visit www.tandridge.gov.uk/data.

What if I don't have access to the internet or a smartphone? 

If you don't have internet access and therefore can't access these online features, you can still use our automated telephone payment line on 03300 884684 or talk to one of our officers.

I have created a MyTandridge account, but can't see my council tax information. Why is this?

In addition to creating your MyTandridge account, you also need to create an online council tax account and link the two together. If you already have an online council tax account, you will still need to create a MyTandridge account and link the two accounts together, to see your council tax information. In both cases, you will need to do the following: 

1.    Sign in or create a MyTandridge account. 

2.    From the MyTandridge account homepage, click link my council tax account  

3.    Sign in or create your online council tax account, using your name, council tax billing number, and postcode exactly as they appear on your council tax bill. 

When signing into my online account, why am I seeing the error message

The first time you sign into or create your online council tax account, you must make sure your name, council tax billing number, and postcode are exactly as they appear on your council tax bill.

This video will help you manage your online council tax account.

When signing into my online council tax account, why am I seeing the error message the details you entered are incorrect. 

The first time you sign into or create your online council tax account, you must make sure your name, council tax billing number, and postcode are exactly as they appear on your council tax bill.

Can I link more than one online council tax account to MyTandridge account?

Yes, once you have created your MyTandridge account and linked your online council tax account, you will be able to see the details of all your active council tax accounts, automatically.

This video will help you link your MyTandridge account to your online council tax account.

Why am I getting the following error message- we cannot find a council tax account linked to you, if your enquiry is regarding business rates, please log into the relevant page from the council website. Please click the return to LA portal link? 

Your MyTandridge account will only let you view information that is registered to you, and where you are a liable party. For example: Mrs Smith is a business owner who has successfully created and linked her MyTandridge account with her business rates account. However, when trying to create an online council tax account, the error message appears. This is because the council tax is registered to Mr Smith - it is his name on the council tax letter, he is the liable party.

When registering for an online business rates account, should I register as a person or organisation?

You should use the organisation option and enter the full business name, exactly as it appears on your bill. This includes hyphens, paratheses, ltd, Inc, etc. In some cases your business rates account may have been accidentally set up against your name, and an error message will appear. If this happens please email businessrates@tandridge.gov.uk and enter MyTandridge account Error in the subject line.

This video will help you to manage your online business rates account.

I have created a MyTandridge account, but can't see my benefits information. Why is this?

In addition to creating your MyTandridge Account, you also need to create an online benefits account and link the two together. If you already have an online benefits account, you will still need to create a MyTandridge Account and link the two accounts together, to see your benefits information. In both cases, you will need to do the following: 

1.    Sign up to a MyTandridge Account. 

2.    From the homepage, click “Apply or update my benefits claim”  

3.    Sign in to your online benefits account using your name, date of birth, national insurance number and postcode as they appear on your benefit notification reference letter. 

This video will help you to manage your online benefits account.

When signing into my online benefits account, why am I seeing the error message the details you entered are incorrect.

The first time you sign into or create your online benefits account, you must make sure your name, date of birth, national insurance number and postcode are exactly as they appear on your benefits notification reference letter.

If you have not yet made a claim you can use the links to make a new claim but will not be able to signup to view your claim summary until your claim has been processed and you have received a benefit notification letter from us.