Help and Guidance for users of the Online Household Response Service​

1. 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.bbc.co.uk. Many problems are solved if you simply stop and restart your browser, or in more serious cases you may need to restart your computer.

2. The internet system won't accept my Security Code or Postcode.

• Make sure you are entering it correctly. These must be entered without spaces into the appropriate textboxes. The postcode entered must be the same as the one printed on your registration 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 address below.

3. The internet system says I've already registered.

• If someone from the household has already registered, either by phone or internet or SMS (if your local authority is using this service), then the system will prevent anyone else using the same Security Code to log in. Perhaps a friend or relative may have already registered on your behalf?

4. I have more than one property to register.

• When you have completed each registration, 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 registrations should not be re-used.

5. I encountered an error or my internet connection was interrupted during registration, has my registration been recorded?

• Try logging in again, if the registration was recorded properly the system won't let you in again; if it wasn't, the system will let you in.

6. 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.

7. How can I ensure that my personal details are kept secure while using this service?

Democracy Counts has physical security in our facilities to protect against the loss, theft, misuse, or alteration of information and also complies to the standard ISO 27001 for data security. 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 Registration 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 know.

Technical support

• If you are still encountering any difficulties logging on, or need help completing the information, please follow the link below to get the details of your local elections' office, who will be able to assist you. Contact your local Electoral Registration Office
• Information on who is eligible to vote. Register to vote