Rent management

We will:   

• Provide clear rent information – you’ll receive a written rent statement twice a year, or more often if requested. We’ll also explain how your rent is calculated, what charges apply and the different ways you can pay.
• Make it easy to pay – offering a variety of payment methods including Direct Debit, online, over the phone, or in person. Payments usually appear on your rent account the same day and will take up to three working days to process.
• Refund any overpayments – if your rent account is in credit (meaning you’ve paid more than required), we can issue a refund once you contact us. Refunds will take up to 28 days to process.
• Support you with arrears – if your rent account goes into arrears (meaning you’ve fallen behind on your rent payments), we’ll contact you to discuss your situation and guide you to the right support to help you get back on track.
• Treat you with dignity and respect – we’ll always consider your personal circumstances and work with you, any trusted advocates or support agencies, to agree a payment plan that’s fair and affordable for you.
• Take further steps if needed – if we can’t agree a payment plan or the payment plan isn’t maintained, we may need to take further action to prevent arrears from increasing. These steps are clearly explained in our Income Policy.
• Help you access financial support – our dedicated Financial Support Team is here to help if you’re worried about rent arrears, debts or general money matters. They can assist with benefit advice, provide information about and help to access other services that may offer emergency financial support, wellbeing or employment services.