Understanding your rent statement

All tenants receive a yearly rent statement in April. If you aren’t up to date with your rent payments (in arrears), then you’ll also receive a statement every third month during the year. 

We’ve listened, learned and improved the way we communicate with you by introducing a newly designed rent statement letter and FAQs. From your feedback, we know that understanding and viewing them can be overwhelming, especially if you are struggling to pay or trying to get back on track with your payments. 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: 

We want to work with you to understand any difficulties you may be facing and if you’re struggling with paying your rent and the rising cost of living. Our friendly team can support you by making sure you’re receiving the financial support that you’re entitled to including Universal Credit and Housing Benefit. We can also support with everything from contacting utility suppliers, giving advice on budgeting, affordable credit options or managing debt. We also have dedicated Money Advisors who can help with debt advice and solutions.  

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. 

Our Live Well fund is also available to support you if you have a short-term need that you can’t afford. It’s quick and easy for you to apply using the simple web form. To access the Live Well application form click here. 

You rent is charged weekly in advance, and arrears is 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 the 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. 

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 you 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. 

If you are not currently in rent arrears, you will receive a yearly statement in April. If you’re currently in arrears, you will be receive a rent statement every third month following this.

Why am I in arrears if I haven’t missed a payment? 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**. Should you make payments of other frequencies 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 is paid 4 weekly 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 2-4 weeks (depending on which council you’re with). 

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. 

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