Rent support and changes
We will explain how a change in your circumstances may affect your rent and help you find support. We will confirm we have received your enquiry and respond within 5 working days.
Arrears
We will contact you early if rent arrears start to build. We will treat you with respect, listen to your circumstances and agree a realistic way forward with you. We will contact you within 10 working days of the arrears building and agree how often we will keep in touch while we help you.
Income maximisation
We will help you understand what financial support and welfare benefits may be available and explain your options in clear language. We will confirm we have received your enquiry and respond within 10 working days.
Payment plans
We will work with you to make a rent payment plan that is realistic and manageable. We will agree a contact plan that fits the support you need and explain what to do if your circumstances change.
Payment options
We will give you different ways to pay your rent, including online, Direct Debit, standing order, card, phone and benefit payments. We will explain the options and answer payment questions within 2 working days.
Service charges and transparency
We will clearly explain your rent and service charges, including the yearly information about your charges, and help you ask questions. We will respond to your enquiry within 5 working days.