Can I check my rent account or arrears online?
No, at present this is not a service that we offer.
You can contact us for a rent statement at any time. Please contact us and we can give you the information once we have asked you the required security questions.
Can I print my own rent statement?
At present you cannot print your rent statement. However, you can request a copy by contacting us.
Once we have asked our standard security questions we can email this to you.
When contacting us please let us know for what time period you would like a rent statement for.
Can you email me a rent statement?
Yes, we can. However, as we'll be sending you personal information, we will need to complete standard security checks before we can email this information to you.
Please contact us so that we can verify your information and send you a statement.
From how far back can I have a rent statement from?
You can get a rent statement from 2004 or from the start of your tenancy if you moved in after this date.
How do I set up a direct debit over the phone?
Contact us with your bank account details and we can arrange this for you.
We’ll need to ask our standard security questions to make sure that we’re keeping your account details safe. We’ll then need to check that both the rent account and the account from which the rent payment will be taken are in your name.
Our checks will only take a few minutes, after which we’ll have your direct debit set up.
When will the direct debit start once I have set it up over the phone?
We need to allow for 10 days before the first direct debit payment can be taken. This is to allow us to send you a copy of the direct debit agreement which gives you a chance to check the details before we take any payments.
If you need to make a payment before this, you can make a payment over the phone.
How long does it take to process a refund?
Once we receive a request for a refund, it can take up to ten working days for the refund to be processed and for funds to be paid into the customer’s bank account.
If my rent account is in credit, can I request a refund?
You can request a refund if you’ve made an overpayment to your rent account. But you can’t request a refund if you receive housing benefit and they’ve made the overpayment.
Refund requests need to be done in writing. You can do this online or by post.
Please note we would not refund all of the credit, a week’s (if you pay weekly or a month if you pay monthly) rent will be deducted from the refund to keep your account in credit as per the terms of your Tenancy Agreement.
What are the different ways that I can pay my rent?
There are many ways for you to pay your rent. Learn more on our how to pay your rent page.
Can I appeal my rent?
If you are not happy with the increase in your total rent (including the service charge), most tenants can appeal to the First-tier Tribunal (Property Chamber). This is an independent body that will recommend a market rent based on the rents charged by private landlords in the area. The appeal must reach the First-tier Tribunal before the rent increase is due.
The Tribunal cannot decide whether the rent (excluding service charge) is correctly increased under the Rent Standard.
