Rent and other income Standards

Finance can be a daunting subject for anyone, which is why our team are on hand to help you take control should your circumstances change.

• We will collect at least 99.7% of rent due

• We will discuss rent payment at the start of every new tenancy

• We will send you a rent letter each February with details of the rent you will be charged from April

• We will send you a service charge statement each February detailing the services you are paying for from April

• We will send you a meaningful rent statement every quarter, and at any other time upon request

• We will offer payment options to suit your requirements

• We will collect your direct debit on time each week / month

• We will honour the direct debit guarantee

• We will credit payments to your rent account by the end of the next working day

• We will monitor all accounts on a weekly basis and tell you if your rent is in arrears

• We will have a duty housing officer available between 9am and 5pm Monday to Friday

• We will work with you to come to an arrangement for easy repayment of any arrears

• We will offer advice at all stages

• We will assist with any claims for benefits

• We will refer you to specialist financial and debt management agencies for assistance

• We will only use Court processes in cases where it has not been possible to resolve by other means  

 *This is just one of our suite of Service Standards. Our value for money, equality and diversity and customer contact standards apply to all of our other standards.