HCID+LA Customer Portal Training & Assistance Support

We are pleased to provide our constituents with the opportunity of one-on-one customer portal assistance.  Simply call and reserve a convenient time when you are available to receive personalized assistance to access your account information, pay fees, request exemptions, or manage your property portfolios.

To take advantage of this service, please call 213-808-8414, provide us with your call back information, name and phone number and a convenient time and date for us to contact you.  We are available Monday – Friday, excluding holidays.

Enclosed is helpful information should you decide to register on your own. Please feel free to reach out to us if you need any help.

HCID+LA Customer Portal

Frequently Asked Questions

Q. Why should I register instead of using the front page to pay my bills?

A. Registering an online account and adding your property unlocks a number of useful features such as the ability to request exemptions, update the billing address, manage multiple properties, and receive the RSO Certificate via email once fees are paid and the Rent Registry is completed

Q. Where can I find my APN or Statement number?

A. You can find this information on the top right of your bill. The bill is mailed to the property owner on title. Owner representatives or property management companies who need the Statement number should contact the owner.

Q. I forgot my username and/or password, how can I retrieve it?

A. The User ID is your registered email ID. To retrieve your password, click “Forgot Password” on the Sign-in page to reset your password.

Q. How do I receive my Rent Stabilization Ordinance (RSO) Certificate?

A. After logging on to your Customer Portal account, you can download, print, or email your RSO Certificate. You can find these options under the ‘RSO Certificate’ heading on the left side of the account webpage.

Q. I paid my Annual fees and completed the Rent Registry. When do I receive my RSO Certificate?

A. If you paid your Annual fees and completed the Rent Registry as a registered online user, you should receive an email containing your RSO Certificate within 24 hours. If you paid your fees online using Fast Pay, expect a delay in the issuance of your RSO Certificate.

Q. How do I update my Billing Address?

A. On the homepage of your account, click ‘View/Edit Billing’ Address. A new page will load where you can click ‘Edit’ next to the Billing Address. Clicking ‘Edit’ will allow you to update your Billing address, phone number, and email (this will not change your registered email).

Q. I need help registering an account, filing a Temporary Exemption, making a payment as a Registered User, making a payment using Fast Pay, and/or updating my Billing Address. Where can I find instructions?

A. Visit the ‘Online Tutorials’ tab of this website to access helpful video tutorials on YouTube that will show you how to complete these tasks step-by-step. If you are using a mobile device, you can access ‘Online Tutorials’ from the menu bar at the top right of the page.

Q. How do I submit an Appeal?

A. Before submitting an Appeal, make sure the regular fees have been paid (with the exception of invoices held in collections). Click on the ‘Additional Services’ drop-down and select, ‘Apply for a Fee Waiver.’ Select the invoice(s) you would like to appeal and click ‘Next.’ Select the Criteria, enter the Justification, then submit the Appeal. A letter will be sent once a determination has been made.

Q. How do I create an account for my Agent or Management Company?

A. Request that your Agent or Management Company register a new account to their email. You can then share your properties with them through ‘Manage User.’ For instructions on how to share your properties, visit the ‘Online Tutorials’ tab and view the video titled ‘Registering an Account’.

Q. How do I change the registered email on my Customer Portal account?

A. You are unable to change the registered email on your account. However, you can register a new account with your preferred email. If you have multiple properties to add to your new account, you can share them from your old account through ‘Manage User’. If you use this feature, there is no need to add them one-by-one.

Q. I received a bill in the mail but am unable to see the fees due on my account. How can I view them?

A. Try re-adding the property using your bill’s Statement number. To re-add the property, click ‘Add Property’ at the top left of the page. If the fees do not appear, contact us for assistance.

Q. I need additional help. How can I contact you?

A. Please contact us by email at hcidla.billing@lacity.org or by calling our Billing and Collections Unit Helpline at (877) 614-6873. The helplines open Monday through Friday, 9:00 AM to 4:00 PM.

The Online Customer Portal provides account management to

• Manage all your properties using a single user account;
• Pay invoices 24/7 – No User Fees;
• Receive convenient RSO Certificates;
• Request annual exemptions and supporting documentation;
• Set-up owner-representative account to share online access with your management company.

For more resources, reports, and FAQ’s, please check out Los Angeles Housing + Community Investment Department here.