provide you with advice on making a universal credit or housing benefit claim when we sign you up to your new tenancy
send you a rent statement every 3 months
provide a range of payment methods to make it easier for you to pay:
any day direct debits
standing order
online payment options
swipe cards
24hr payment line
offer you the option of managing your rent account on-line using our My Account service which will include being able to use this to:
view and print rent account statements
raise queries and receive responses to these
offer you help and advice on managing your money and claiming welfare benefits
send you an arrears letter if you are 2 weeks in arrears
inform you in writing if we are taking legal action for rent arrears
help you to apply for an alternative payment arrangement/third party payment from your universal credit, whenever you request this, or it might be of help to you
provide you with a dedicated Income Officer to help you manage your rent account, who will:
be allocated to you when you sign up to your new tenancy
visit you within 6 weeks of you moving into your new home
arrange to visit you at home if you are unable to come into the office to see us
advise you of any change to your rent in writing at least 28 days before this is made
keep you informed of any changes to the service that will affect you
take into account any vulnerability within your household and make reasonable adjustments where required
We will know when we are getting it right by:
learning from what you tell us about our rent service by using your feedback from surveys, complaints and compliments to improve this
working with you to help us design improvements to our services you have told us you want to see