FAQs

Our most frequently asked questions...

How do I set up a direct debit?
Call the Rents Team on 01923 209111 (with your bank details to hand.) or click here to download a direct debit mandate.
Why is my direct debit higher I thought?
We calculate your monthly direct debit by taking your weekly rent, multiplying by 50 weeks, adding any balance outstanding (arrears) and divide by 12 months. You may also have an agreement to clear any rent arrears which will be included in your direct debit. If you have any further queries, please contact our Income Team.
How quickly can you change a Direct Debit?
We need 12 working days notice to make any changes. This is because we have to send information to the banks much earlier than when your direct debit is due and we need to inform you of any changes before they take place as stated in the direct debit guarantee. You can however cancel a direct debit direct at your own bank but they will usually need 3 working days notice. If you do cancel a direct debit with your bank, please let the Rents Team know on 01923 209111.

Why does my rent statement show arrears when housing benefit pays my rent?
Housing Benefit is paid four weeks in arrears. This means because we change your rent weekly your account will appear to be in arrears for three weeks of the month. This is the figure that will appear on the rent statement that we send to you quarterly. Please do not worry if your statement shows arrears. As long as you are entitled to Housing Benefit this will cover your rent.
Can I claim benefits if my wages decrease or I’m off sick and only receive statutory sick pay?
If your household income drops significantly, you may be entitled to Housing Benefit, Council Tax Benefit, tax credits and other benefits. Please contact the Housing and Council Tax benefit department at your local Council or the Inland Revenue.

I've been served a Notice Seeking Possession - what does that mean?
We are considering taking you to court because your rent has not been paid, or you are in arrears. This is very serious and could lead to your home being repossessed. If you get a notice like this, please contact us on 01923 209111 as soon as you can to discuss the best way of sorting things out. Notices are served regardless of the reasons for arrears - whether they are due to Housing Benefit or non-payment.
Why do I have to pay my rent in advance?
Your tenancy agreement states that your rent should be paid weekly on a Monday or in advance. This is true for most landlords, whether private or social. If you pay your rent in arrears and you have trouble paying in the future, speak to the Rents Team on 01923 209111 to agree a payment plan to get you paying in advance.

Downloads