Update on the My Bield online portal
Our My Bield online portal remains temporarily unavailable due to a system upgrade. We understand that this has been frustrating, and we appreciate your patience while we work to ensure it is safe, secure and reliable before it comes back online.
Why is the portal unavailable?
In December 2025, the company that provides our My Bield portal, identified technical issues affecting their platform. These issues were not specific to Bield and impacted other organisations using the same system. Following this advice, a major upgrade programme began to resolve the issues.
Protecting tenant and customer information is our highest priority, so we took the decision to take the portal offline while this work was carried out. Although some functions were continuing to operate, we believed it was the right decision to wait until we could be confident the platform met the standards our tenants and customers expect.
Why has it taken so long?
The upgrade and testing process has taken longer than originally anticipated. However, we do not want to bring the portal back into service until we are confident it is safe, secure and working as it should.
The software provider has now upgraded the system and is carrying out final testing to confirm the issues have been resolved. We have also commissioned an independent technical company to carry out additional assurance checks before the portal is relaunched.
What are we doing?
We have continued to escalate the issue with the software company and meet with them regularly to monitor progress and ensure the work is completed as quickly as possible.
While the portal has been unavailable, we have introduced temporary manual processes and deployed additional staff to minimise disruption. As a result, there has been no increase in response times for applications, enquiries or follow-up work.
When will the portal return?
We are now in the final testing phase and are working towards bringing My Bield back online in Autumn 2026.
We will only relaunch the portal once testing and independent assurance checks confirm it is safe, secure and stable. As soon as a launch date has been confirmed, we will let tenants and customers know.
Support while the portal is unavailable
If you normally use My Bield, we’re still here to help.
- Existing tenants should contact their Retirement Housing Manager in the first instance for any support you normally use the portal for.
- New applicants should contact our Customer Contact Centre who will be happy to help. You can call them on 03000 132 162 or email applicants@bield.co.uk for support. Housing applications cannot currently be submitted through My Bield, but you can still complete an online application form here.
Updated 05 August 2026