Help and Information for users of the Online Household Enquiry Service
Your personal information
We will only use the information you give us for electoral purposes. We will look after personal information securely and we will follow the Data Protection Act 1998. We will not give personal information about you and the other people in your household to anyone else or another organisation unless we have to by law.
Why do I need to provide information about my property?
In order to know who is eligible to register to vote, we need to know who lives at your address. An individual registration form will then be sent to all the people in your household who are eligible to register.
Who is eligible to register to vote?
You can register to vote in the UK if you are:
• resident (usually live) in the UK, and
• aged 16 or over (but you will not be able to vote until you are 18).
You must also be either:
• a British, Irish or European Union citizen, or
• a Commonwealth citizen who has leave to remain in the UK or who does not require leave to remain in the UK.
Which nationalities are eligible to register.
Below is a full list of Commonwealth and European Union countries. If you are a citizen of one of these countries, and resident in the UK, you are eligible to register to vote in UK elections. To qualify, Commonwealth citizens must be resident in the UK and either have leave to enter or remain in the UK or not require such leave.
Antigua and Barbuda
St Vincent & The Grenadines
United Republic of Tanzania
Papua New Guinea
St Kitts & Nevis
Trinidad & Tobago
I am having technical problems.
There may be a local connectivity problem – are you actually connected? Check if
you can connect to www.google.co.uk or www.microsoft.com. Many problems are solved
if you simply stop and restart your browser, or in more serious cases you may need
to reboot your PC.
The online system won't accept my Security Codes or Postcode.
Make sure you are entering it correctly; there are 6 numeric digits for "Part One"
and 8 numeric digits for "Part Two". These must be entered without spaces into the
The postcode entered must be the same as the one printed on your household enquiry
form. It can be entered with or without spaces in upper or lower case e.g. N8 0NW
is the same as n80nw. Make sure you are not confusing 1 with I, or 0 with O. If
there is no postcode printed on your form, email your details to the Technical support
The online system says the online form for my property has already been completed.
If someone from the household has already provided details for your property either
by phone, online or SMS, then the online system will prevent anyone else using the
same Security Codes to log in. Perhaps a friend or relative may have already provided
the details on your behalf?
I have to provide details for more than one property.
When you have completed each online household enquiry form, the internet address
from the form must be entered into your browser again. (You may be able to select
the address from the drop-down box in your browser address bar.) Pages that your
browser may have stored from previous sessions should not be re-used.
I encountered an error OR my internet connection was interrupted whilst trying to
provide details for my property, has my response been recorded?
Try logging in again, if your response was recorded properly the online system won't
let you in again; if it wasn't, the system will let you in.
I entered my email address but I have not received confirmation that my session
The online system is configured to send confirmation emails in batches, rather than
immediately. It may take several hours before a confirmation email is sent to you.
You may have entered an incorrect email address, or there may be other problems
beyond our control, such as if your email provider is experiencing technical difficulties,
or if you are using mail filtering software this may wrongly identify the confirmation
email as unsolicited email or spam.
Note that the session may be complete even if the email confirmation fails to be
delivered. Try logging in again, if the session was recorded properly the system
won't let you in again; if it wasn't, the system will let you in.
I am a visually impaired or disabled internet user and require special software
or tools to browse the internet. Is the website compatible with my system?
We have tested the website on a wide range of different browsers, and incorporated
principles of accessibility into the website design wherever possible without compromising
the required functionality and security. Thus we have tried to make the website
as usable and accessible as possible, but please let us know if you encounter problems
and we will investigate them.
How can I ensure that my personal details are kept secure while using this service?
ERS has physical security in our facilities to protect against the loss, theft,
misuse, or alteration of information. There are also different layers of security
implemented throughout our website platform, for example hardware and application
firewalls; intrusion detection systems; and SSL encryption. You should also take
the following steps yourself to further safeguard your personal data:
- Keep your Household Enquiry Form safe at least until you have registered - it has
a Security Code printed on it which is used to enter the website.
- Don't leave your computer unattended when it is switched on.
- If you use a shared computer ensure that you close the browser after use
- Use anti-virus and firewall software to protect your computer, and be sure to keep
your anti-virus software regularly updated.
- Don't open e-mail attachments or click links in email messages from people you don't
For general queries about electoral registration or elections, please phone your local authority's helpline number on your Household Enquiry form.
Please let ERS know if you experience any technical problems with the online system. Please contact us details of your technical problem, We will investigate and let you know what we find as soon as we can.
We will need as much information as possible to investigate the problem, including:
- The local authority/council;
- Part One of your Security Code;
- The date and time you tried to use the online service;
- The type and version of your operating system and browser (e.g. Internet Explorer 8.0 on Windows Vista);
- What type of connection you are using (e.g. dial-up modem, ADSL, leased line).