If a tenant reports a lost card, to cancel you need the card reference. The tenant may have this themselves. It can also be found on the sticky label attached to the decorating allowance form.

Firstly, log onto the webportal to check the balance of the lost card.  This will be the amount to be issued on a new card. 

Cancel the lost card and issue a new one for the outstanding balance.  See webportal user guide on the link on the right hand side of this page.

Balance updates: 

Each time tenants make a purchase on their card at B&Q their outstanding balance is on their till receipt.  They can also get their balance online by visiting www.diy.com/giftcard and entering their card number.

We can also check their balance for them on the webportal if they ask us.  See webportal user guide on the right hand side of this page for guidance on how to do this.