Paying your rent

What we’ll do and when we’ll do it

  • We will offer a range of payment options to ensure you can make easy payments 24 hours a day, 7 days a week, 365 days a year.
  • We will provide you with a rent statement at least twice a year
  • We will contact you within 2 weeks of your account falling into arrears to offer advice and discuss repayment
  • If you fall into arrears we will take your financial circumstances into account when creating a repayment agreement for you
  • We will give you at least 4 weeks notice for any rent review and we will consult with you about proposed changes on how we collect rent
  • We will process rent refunds within 10 working days of your entitlement being confirmed by a review of your rent account

Help us to help you

  • Pay your rent regularly and on time
  • When you contact us, please make sure you have the following to hand:– your address, including postcode– any reference number you have been given– a contact telephone number so that we can call you back if we need to
  • Let us know if your household members or financial circumstances change
  • When we have done a good job, please let us know and tell us why it was good so that we can ensure all customers receive this level of service
  • If we get something wrong, tell us about it so we can make sure it doesn’t happen again