Your rent
We want rent payments to be as simple as possible and we’re here to help if you ever need support.
Rent is due every week in advance, starting on the first Monday after your tenancy starts.
If you’re not sure how much you need to pay, please contact us, we can explain your charges and help you check you’re receiving the right benefits
Contact our income team
If you prefer to speak to a member of the team, you can call them anytime between 09:30am and 16:30pm on 0300 003 7007 and choosing option 2 and ask to speak to the Income Team.
What is a rent review
Rent is reviewed once a year, normally in April.
We will always:
- write to you in advance (at least 4 weeks)
- explain your new rent and service charges
- tell you why the amount has changed
If Housing Benefit or Universal Credit helps pay your rent, we will send them details of your amended rent charges.
You should always expect to receive a letter from Housing Benefit to confirm your entitlement has changed. If this is not received by the end of April each year, please contact us and we will ensure that they are aware of the change.
What is a service charge
Some homes also have a service charge. This is an extra cost that covers shared services or facilities that help keep your home and surroundings safe, clean and comfortable.
There are eligible service charges which your benefits will cover and ineligible service charges which you must pay.
Your tenancy agreement explains which service charges apply to your home.
What service charges can include
Depending on where you live, your service charge may cover things like:
- Cleaning of shared or communal areas
- Gardening or grounds maintenance
- Fire safety equipment checks
- Communal lighting
- Lift servicing (if your building has one)
- Door entry systems
You will only be charged for services that you receive.
What is an ineligible service charge
Ineligible service charges cover utility bills for your own room or flat if you live in a house with multiple tenants or in a block of flats.
As a tenant you will need to pay these, Housing Benefit will not cover personal costs.
How service charges are set
Service charges are reviewed every year.
Each year we will:
- write to you before any changes take effect
- explain what your new charge is and why it has changed
- tell you how it affects your total weekly rent and charges
How to pay
Service charges are usually paid at the same time as your rent.
If you receive Housing Benefit this may cover some or all of your service charge, depending on your personal circumstances.
How much will I have to pay?
Your tenancy agreement sets out exactly what you pay.
You will receive a rent letter before April each year, which will confirm the new charges that have been set. You must pay these charges yourself if you are not entitled to help with your rent.
While you may receive Universal Credit payments for your living expenses, Universal Credit should not pay your rent as you live in specialised supported accommodation.
If you are receiving the housing element of Universal Credit, please contact us as soon as possible so we can advise you on the next steps to ensure you receive the maximum rent.
How to make a payment
Please contact our Housing Income Team to arrange to make payment of your rent via a bank transfer or standing order.
What to do if you are in arrears
If you are in arrears please contact your Income Officer as soon as possible. They can set up a repayment plan based on your current income and spending if the balance can’t be paid in full.
Our Income team can offer help and advice to make sure you’re receiving the right benefits. They can check whether your housing benefit entitlement is correct and support you if you are able to claim more.