Login details are incorrect
If you see an error stating that your login details are incorrect, please try resetting your password before getting in touch with us.
Please note that your account will be temporarily locked for 5 minutes after 6 consecutive unsuccessful login attempts.
If the issue persists, please contact housingonlinesupport@stroud.gov.uk for further assistance.
Don’t know my Reference Number
You can usually find your tenancy or rent reference number on any correspondence or statements we’ve sent to you.
A tenancy reference is made up of 6 digits, while a rent reference is 9 digits long and begins with 50.
The link in the verification email doesn’t load the registration page
The link within the verification email expires within 1 hour. If clicked after 1 hour, it will not work.
Please retry to register and ensure you click on the most recent email received.
Not received an account validation email
If you’ve registered for a Housing Online account but haven’t received a validation email, please check your junk or spam folders, or search for an email from “noreply@stroud.gov.uk”.
If you’re still unable to locate the email, please email housingonlinesupport@stroud.gov.uk for further assistance.
Forgotten password
If you’ve forgotten your password, please select the “Forgotten password” link located on the login page. You’ll need to provide the email address used to register your account so we can send you a password reset link.
Important: The reset link is only valid for one hour. If the link has expired or doesn’t work, you can return to the Housing Online login page and request a new one.
Not receiving password reset email
If you’ve registered for a Housing Online account but haven’t received a password reset email, please check your junk or spam folders, or search for an email from “noreply@stroud.gov.uk”.
If you’re still unable to find the email, please email housingonlinesupport@stroud.gov.uk for further assistance.
Forgotten Memorable Answer
If you’ve forgotten the answer to your memorable question, please email housingonlinesupport@stroud.gov.uk. They will arrange for your answer to be reset, which will trigger an email to be sent to you.
Please note, this process may take up to two working days.
You will then receive an email containing a link. By following this link, you’ll be prompted to choose a new memorable question and answer.
Date Formatting
The system requires all dates to be entered in the following format: DD/MM/YYY. For example, 17 August 1980 should be entered as 17/08/1980.
In most cases, a calendar icon is available—clicking this will open a date picker for you to select the correct date. We recommend using this option where possible.
If you need to enter the date manually, please ensure it follows the correct format, including the use of hyphens (-).