Payments – frequently asked questions (FAQs)

Making your rent and other payments on time enables us to provide high-quality homes and services. You can pay your rent and check your current balance online, or choose a different way to keep up to date. It is important that you maintain rent payments or you may lose your home.

How is my rent calculated?

Your rent is calculated using Government guidelines, depending on the size, location and value of your home. Rent is calculated on a weekly basis, although you can also choose to pay monthly by Direct Debit. You will be given a breakdown of rent and service charges when you sign your tenancy agreement. You’ll also receive your rent payment card shortly after you move in. If you need a replacement rent payment card, just contact us.

Some tenants also pay a service charge, which covers things like cleaning, lighting and heating in communal areas. This charge is normally added to the rent, so you will pay one overall amount.

To find how you can pay your rent, check out the links on this page.

Will I receive a rent statement?

You will receive a rent statement every April, you will also receive one every three months if you are in arrears. The statement tells you the rent due, payments you have made over and whether you are in credit or in arrears.

How can I check my current rent balance?

You can see your rent balance and keep fully up-to-date with your current and recent rent payments using the free MyAccount+ app, available from the App Store and Play Store.

You can also call us on 0300 123 55 22 to speak to an advisor about your rent balance.

What should I do if I can’t pay my rent?

We understand that you can experience financial difficulties and we are here to help. If you can’t pay your rent for any reason, please contact us as soon as possible. We can offer support and advice with debt problems. Contact us to find out more. If you fall behind with your payments and do not keep to your agreed payment plan, we will take action against you. This could eventually result in the loss of your home.

How do I calculate my benefits entitlement?

You can use a benefits calculator to make sure you are receiving everything you and your family are entitled to. You will need to have your income details and complete it properly to confirm your welfare benefit entitlement.

How can I claim Discretionary Housing Payments?

If you are receiving part Housing Benefit and are struggling to make your rent payments, you may be able to apply for Discretionary Housing Payment (DHP). DHP is a top-up of Housing Benefit from the council to help those who are struggling to pay their rent. If you would like to apply, please contact us for an application form.

What is a service charge?

A service charge is your contribution towards the cost of the services provided where you live. It can include cleaning, heating and lighting in communal areas, as well as grounds maintenance and other services.

The service charge amount is the actual cost that we pay to deliver these additional services, plus a small charge for administering the services.

My tenancy agreement does not mention a service charge?

Your tenancy agreement provides for the collection of rent and other charges associated with your home. Many tenants already pay service charges for heating or maintenance and servicing of communal facilities.

When do the service charges begin?

Service charges begin at the start of your tenancy. A service charge may be introduced following a review of your property and we will advise you if you will be charged for services you are receiving.

How do you work out what my service charge is?

Charges are calculated using a formula based on the cost of the service and the number of properties that receive the service. The charge may be adjusted to take the size of your property into account and the services you receive.

Why is my neighbour paying less/more than me?

There are two possible reasons for this. Your neighbour may: 1. Be a leaseholder, not a tenant, and may be paying for additional services.
2. Live in a property with more or fewer bedrooms than yours. The basis of the service is charged at a flat rate, but property size can affect the charge - you'll only pay for the services you receive. Our charges have been designed to reflect the true cost of the service in a fair and transparent way.

I do not believe I receive a good service for the amount I am paying. What should I do?

If you think your service is not up to standard, you can use our feedback process. This will ensure that the problem is thoroughly investigated and dealt with.

Contact us to find out more.