Following UK Government advice, all our BrightHouse stores remain closed and this has impacted some of our services temporarily. In the meantime, we want to re-assure you that at this difficult time we are doing everything we can to ensure that you are supported.

Servicing, warranties and insurance claims will continue to be provided by the logistics and engineering business operated by CTL until further notice. If you are a BrightHouse customer, you can speak to one of our colleagues by calling your local store.

Our policy in respect to engaging with BrightHouse customers has changed in response to COVID-19. Further details can be found at www.brighthouse.co.uk/customer-care/coronavirus-information.

My Account - FAQs

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The Joint Administrators will continue to provide access to the website and customer account information to allow you to access your account on the BrightHouse website.




We will continue to update the FAQs during the administration. If your question has not been answered in this FAQ section and you are a BrightHouse customer, please choose from one of the following options: Call your local store, call our Customer relations team on 0800 526 069 or complete the online contact form and we will get back to you as soon as we can.




If your details have changed since you first became a BrightHouse customer (e.g. you changed your first name, surname, address or postcode) then you will need to contact us to update these details on your store account so they match what you are entering into the website for your website account. That way we will be able to recognise the account is you and match the details. Use the online contact form to notify us or alternatively call your local store or our Customer relations team on 0800 526 069 to update your store account details.

Once updated your details will match and you will be able to complete your online account.




We are unable to update email addresses for online accounts. You will still be able to log in using your old email address however any emails from BrightHouse will be sent to this address.




If you have changed your mobile phone number since you set up your BrightHouse online account then you will need to contact us to update the number on your store account. Use the online contact form to notify us or alternatively call your local store or our Customer relations team on 0800 526 069 to update your store account details.

Once updated you will be required to reset your password to select the mobile number you want your one time pin number for secure login to go to as part of the password reset process.




User Name: Your username is the email address which you provided when you first applied online

Forgotten Password: When you log in please click the 'Forgotten password' link. An email will be sent to your username email address enabling you to follow steps to update this.




If none of the Q&As are helpful in resolving the account access problems, then please contact us using the online contact form. Alternatively call your local store or our Customer relations team on 0800 526 069 to update your details and one of our expert agents will get in touch with you to help resolve the issue.




We're sorry that you are experiencing a technical error, most common issues are resolved when you log out of your account and log back in again. If the error persists, please contact us using the online contact form. Alternatively, call your local store or our Customer relations team on 0800 526 069 and one of our expert agents will help resolve the issue.