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Access our services using MyGuildford

Due to high levels of service requests and applications, our phone lines are much busier than usual. The quickest and easiest way to access our services is by registering for an account at MyGuildford or visiting our self service pages. You can report an issue, make requests and track progress, pay your bills and apply for key services at any time.

Get the latest government advice about coronavirus. Advice for local residents and business can be found on our coronavirus information page.

MyGuildford: Your personal online access to our services

woman on a phone

Join more than 5,300 borough residents using MyGuildford, the new personalised self-service portal on our website.  

The MyGuildford portal was central to our Future Guildford Transformation Programme to modernise and improve our services while making efficiency savings of £8 million to offset substantial ongoing reductions in government funding. 

By using the online portal you can make requests, track the progress of queries, view your balance and bills, and update details all in one place whenever you choose - there's no need to wait until we're open to get in touch. To do this please register using the link below. You can even log-in through Facebook or LinkedIn to make it even simpler.

Councillor Joss Bigmore, Leader of Guildford Borough Council, said: 'We continue to embrace a digital future, reflecting the needs of our residents and businesses with our new MyGuildford customer portal. Created by industry leaders Salesforce, the portal is available to every resident, all they need to do is sign up. Businesses are also able to create a business account.'

The range of services available to you through MyGuildford include: viewing your council tax and bills; checking your bin collection day; viewing nearby planning applications; getting the details for your local councillor; and reporting common problems such as fly tipping and graffiti in your area. We will be adding more services over the coming months. 

Local businesses can create a business account, where they can use the same system for services relevant to their business, such as paying and checking their business rates.  

Cllr Bigmore continues: 'Our residents have told us for years that they want to access us in different more modern ways and not just contact us on the phone or by post. We listened and MyGuildford is a direct result of this feedback.'

'We're sorry that over lockdown while our offices have been closed to the public that we've had an unprecedented demand for our services and some residents have found it difficult to contact us. During our transformation over the past 18 months, we've not only restructured the organisation and worked on MyGuildford but also updated all of our IT systems. This meant we were agile and could support our borough from the first week of lockdown in March 2020. This also meant we had lots of new systems for staff to learn and ensure were working smoothly. We have even refreshed our main website, making it easier and quicker for you to find the information you need.'

He explained: 'Other factors outside of our control had an impact such as BT having infrastructure problems which affected our phone lines. All of this has put pressure on our usually fantastic customer services and we are sorry if you've been disappointed with us. If you are you trying to contact us, please do register at MyGuildford and try to serve yourself first, you may find you can do what you need to without needing to call.' 

From Monday 19 July we will open our offices and our reception area again to guide vulnerable residents to our support services and for those residents waiting for appointment with our teams, for example housing or family support. We will also have self-service computers available to enable you to access MyGuildford and we will accept hand delivered post for scanning and processing.

Cllr Bigmore explains: 'It's fantastic that we are about to reach the milestone of 'freedom day' but the message is still very much to be cautious and responsible as Coronavirus (Covid 19) is still in our communities. Please only visit us if you are vulnerable and need support or you have an appointment. The best way to access us is online by registering and creating your own MyGuildford account. Visiting our offices for most services won't mean we can help you any quicker than going online.'

When visiting reception we would like residents to please continue to follow the government suggestions for after 19 July, to continue to wash or sanitise hands and wear masks when with people indoors but outside of their own homes. We will also ask our staff to wear a mask as they walk through reception area. 

To sign up to MyGuildford visit https://my.guildford.gov.uk/customers/s/login/SelfRegister 

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