What you can expect from us
To receive a rent service where we:
- 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