All tenants receive a yearly rent statement in April. We have produced some information to help you understand your rent statement and answer any questions you may have.
Here’s an image of what your statement will look like and what the different parts mean:
Your rent is charged weekly in advance, and arrears means money that you owe for rent that hasn’t been paid. If you are in arrears, then this means you’re not up to date with your rent payments.
Evicting you from your home is always an absolute last resort. We will do everything we can to keep you in your home by listening to you, to get an understanding of your situation. We can then help you to get your rent account up to date, by offering you the right support and setting up an affordable repayment plan.
You can contact us via web chat which can be found on the homepage of the website in the right-hand corner, or by completing the web form below.
Unfortunately, we recently experienced some system errors, but please don’t worry as these were fixed quickly and all rent accounts are now accurate. If you are concerned though in any way, please get in touch by completing a form below and one of our team will be happy to help.
Sometimes it can take a few days for money to show in your account. It might have been a few days since we printed your statement and put it in the post, and this is why it doesn’t look up to date. We advise you to check your rent account amount again in a week or so using the MyAccount + app or you can request your balance using our web chat on the right hand corner of our website homepage. To log in or set up MyAccount+ app, click here.
If something still isn’t right, you can complete the online website form below or contact us on 0300 123 55 22.
Your rent is charged to your account on Monday every week, if you don’t make the weekly rent payment in advance* then this will show as an arrear until your payment is credited**. If you make different payments such as fortnightly or monthly in advance,then arrears may mount up on your account until your next rent payment is credited** to your account.
*Advance means paying rent before the amount we charge you for rent is taken from your account
**Credited means the money you have paid to us for your rent has now been added to your rent account
Quite often Housing Benefit and Universal Credit are paid four weeks in arrears, this means that your account will accrue some arrears before a payment is made to clear the outstanding balance.
By this, we mean it gets paid afterwards. So your rent will get deducted first, then Housing Benefit/Universal Credit will pay this off afterwards – usually with a delay of two to four weeks (depending on which council you’re with).
We are here to do whatever we can to support you, especially if you have concerns about managing your money and running your home and we want to work with you to understand any difficulties you might be facing.
Our team can:
- Work with you to review your income and outgoings
- Offer advice on ways to make the most of your income and reduce debt
- Look at whether you’re receiving all the financial support you’re entitled to
- Signpost you to other agencies that we think could help you
- Provide employment support to help you gain extra skills to secure a job
If you would like support, then please complete an online website form below or call us on 0300 123 5522. We’ll do all we can to support you.
You can log onto the MyAccount+ app to see the most up to date balance on your rent account or ask us for a statement using web chat which can be found on the homepage of the website in the right hand corner.
If you paid in some money on or close to the date we sent your rent statement, then it may not have had time to show on your rent account. This date can be found in your rent statement letter.
If the payment was a week or more before that date, then something may be wrong, please complete an online enquiry form below or call us on 0300 123 5522.
If you need your rent statement letter in a different language please call 0161 605 7260. For other formats such as large print, you can call 0300 123 5522.
