MyKarbon
It’s really easy to register and you can access it from your laptop, tablet or mobile.
All you will need is:
If you need any help with your account, contact us and we'll be able to help.
You can choose your own repairs slot at a time and on a date that suits you and your family
Anytime, anywhere. It takes a few minutes and updates your balance instantly
View your account balance anytime of the day
It only takes a few seconds and means we always have the right contact information for you
You can now also create Direct Debits with your MyKarbon account
We’re currently moving customers from the old MyKarbon platform to the new and improved version. Our aim is to make the switch as smooth as possible, with no disruption to your service.
I had an account on the old MyKarbon, do I need to create a new one?
No, you don’t need to create a new MyKarbon account. Your existing account will be transferred to the new platform automatically. Once that’s done, you’ll receive an email from us with a link.
Just click the link or copy and paste it into your browser and you’ll be prompted to reset your password.
After this, you will have access to your new MyKarbon account.
The link in the email I received from you has expired. What should I do next?
If your password reset link has expired, don’t worry, you can still access the new MyKarbon platform by following the standard registration steps. On the login page you will find the “Create account” button.
This will guide you through setting up your account and getting logged in.
Don’t worry you won’t end up with two MyKarbon accounts. If you create another account, during the process, the migrated account will “fail”, so you’ll only have one active account to use.
This won’t affect your account or result in any data loss.
I haven’t received my email with link to access yet, what should I do next?
If you haven’t received your email yet, you can either wait for it to arrive or go ahead and follow the standard registration process to access the new MyKarbon platform. Don’t worry this won’t create a duplicate account.
The system will automatically mark your original account as “failed”, and you’ll be able to use your newly created account without any issues.
This won’t affect your account or result in any data loss.
MyKarbon is our customer portal. It allows Karbon customers to:
• Report repairs
• Book appointments
• Make payments
• Keep details up to date
MyKarbon works on all devices and gives you the freedom to do what you need when you want and as it's online, it means you can use the site 24/7.
To register for MyKarbon, you will need:
• A working email address
• Surname
• Date of birth
• Your tenancy number (account number if you are a leaseholder)
Please see this guide to follow the step-by-step instructions. If you're having difficulty, contact us and we’ll be happy to help.
If you're having difficulty, contact us and we’ll be happy to help.
If I need help creating an account, who can I speak to?
We have a dedicated team who answer our phones. A member of the customer relationship team is always on hand to help if you do get stuck. Just call 0808 164 0111.
We also have a digital advisor who is part of our Foundations for Life team. If you would like some advice or just need some help setting up an account, you can ask them for help by emailing foundations@karbonhomes.co.uk
You can also view this guide here for step-by-step instructions.
Where can I find my tenancy reference number?
You'll find it in a letter we have sent you or your rent statement.
Or, if you give us a call on 0808 164 0111, we'll be able to tell you what it is.
The details you have for me are incorrect, what do I do?
It’s easy to update your details!
You can either do this on MyKarbon or you can contact us to let us know of an error. We’ll be happy to sort it out for you as quickly as we can.
A step-by-step guide is available for amending your details . If it is something your are unable to edit, call us on 0808 164 0111 so we can help you.
I have a garage and a house. Do I need to create two accounts?
No.
Our systems will link your multiple tenancies for you.
You can switch between them by using the ‘Other tenancies’ button next to your address and tenancy reference on your MyKarbon homepage.
I have forgotten my password. What do I do?
If you've forgotten your password the link called the ‘Forgotten password’ underneath the sign in button on the login page and follow the instructions on the screen.
You’ll then receive an email to reset your password.
A guide with step-by-step instructions is available.
My rent balance doesn’t seem right – what can I do?
First things first – don’t worry! Sometimes hard to understand a rent balance as it looks different with things going in and out. It can also be affected by our internal processes and could come down to the day you are looking at your balance.
If you are concerned, you can always give us a call on our freephone number 0808 164 0111 and a member of our customer relationship team will be happy to help to put your mind at rest.
How do I change my email address?
Log into your account and go to My settings in the menu
1. Enter your current portal email address
2. Your new email address
3. Confirm your new email address
4. Click ‘Save changes’
Your email will be successfully changed.
