Self-service help

Your guide to online self-service and why signing up for an account puts you in control.

How do I set up a self service account?

  • The process is very straightforward and should only take a minute or two. 
  • Visit the self service home page.
  • Click on the ‘register’ icon on the top right hand side of the screen.
  • Key in an email address and create a password. Make sure you use a strong password - one that is a combination of letters (upper and lower case) numbers and symbols. You have now created your account.
  • You can then create a profile of yourself which will be stored securely and used to automatically populate sections of the forms you will use when you go online to make a request, pay for a service or log a call, saving you lots of time in the future.

What are the benefits of a self-service account?

You can use this new, secure part of our website to contact us about lots of council stuff. Setting up a self-service account is very simple and once your contact details have been submitted, you won't need to put them in again if you make other requests online. You can use your self-service account to get in touch with us when it's most convenient to you, 24/7, rather than be restricted to office opening times, and you'll be able to track your requests through your account. In most cases, you will find it quicker than telephoning or coming to see us.

What can I do now I have an account?

You can access the majority of services which Scarborough Borough Council is responsible for, from bins and recycling, to planning, elections and leisure. You can also use your self-service account to view your council tax balance and track requests.

What if i want to speak to someone? 

If you prefer to speak to a remember of our staff, that's not a problem - call us on 01723 232323, or pop in and see us at our Customer First enquiries. 

How do I log enquiries/requests?

Once you’ve found the service you are looking for, you can click on the link and log in with your self-service account details. In some cases you will be able to proceed straight to the form-filling stage, though logging in first will save you time, as you won’t have to input your contact details again. The forms we’ve put in have been created with the customer in mind, so you should find them quick and simple to use. They also collect the right information that will help ensure your request or enquiry goes straight to the right person or department and is dealt with in the most efficient manner.

What are the benefits of doing it online over phoning? Why is it quicker?

In order to manage the volume of calls we receive, we deploy a queuing system and while we try our very best to answer calls as quickly as possible, there are peak periods when it may take a little longer than normal. By using our website and logging in to your self-service account, you can access and request council services using the same online forms that our Customer First teams use. You may also find it cheaper than phoning.

How can I track my enquiry or request?

If you log in to your self-service account, you will be able to see a list of your active requests and enquiries, as well as view a history of your previous dealings with the council. You will be able to see the status of your active calls at a glance, giving you confidence your request or enquiry is being progressed.

How will I know my enquiry/request has been done?

There are two ways we will let you know that your call has been dealt with – we will update the status of the call in your self-service section and where possible, we’ll also drop you an email.

How do I check my council tax balance/bin collection day?

Log in to your self-service account using your secure details and in the case of finding out your collection day, just click on the ‘waste collection’ tab at the top of the screen. To check your council tax balance, you will need to enter your council tax reference number.

Customer Services advisors set me up with a self-service account - what do I do now?

You should receive an email with a link that will allow you to activate your self-service account. Click the link and you will be taken to the home screen of the self-service part of our website. Click on the ‘log in/register’ icon on the top right hand side of your screen and you will then be asked to key in an email address and create a password to register. If you don’t receive an email, just contact the Customer First team.

Can I update my details if I move or change my name?

Indeed you can. If you log into your self-service account using your secure details, you’ll be able to amend your personal information accordingly.

How safe is my information?

Providing you’re careful with your password and log-in details, the information you submit is perfectly secure.

What will you do with this information?

The personal details you supply on our online forms will be held and/or computerised by us for the purposes of processing your request. Your personal details will be safeguarded and will not be divulged to any other organisations for any other purposes. We will only use your information to help us complete the requests or calls you submit. Under no circumstances will we share your information without your permission.

I entered my credit card details - is it safe?

Scarborough Borough Council uses a market-leading, PCI-compliant, payment management system to process your transaction. The security of the system is depicted by the padlock symbol in the left hand side of your browser bar, as well as the ‘s’ in the first bit of the web address – https.

Where can I find out more about information security?

Information about data and data protection: www.scarborough.gov.uk/dataprotection